Development of Consumer Complaint Management System with AI Segmentation for Electric Cooperatives

Electric cooperatives in the Philippines remain vital to rural electrification, yet many continue to rely on manual complaint-handling methods such as walk-in transactions, phone calls, and handwritten logbooks. These practices often result in delayed responses, fragmented documentation, and weak accountability, which in turn erode consumer trust. This study designed, developed, and evaluated a Consumer Complaint Management System (CCMS) enhanced with artificial intelligence (AI)-based segmentation to address these challenges. The system was built using the Agile Development Model, allowing iterative refinement through continuous feedback from IT experts and end-users. Core features include mobile and web-based complaint submission, automated categorization and prioritization using supervised machine learning, geotagenabled reporting, workflow dashboards for staff and management, and role-based access control to ensure data security. Evaluation was conducted in two phases: IT experts assessed the system using ISO/IEC 25010 software quality standards, while Member-Consumer-Owners (MCOs) and cooperative personnel evaluated functional suitability, performance efficiency, usability, and overall acceptability. Results demonstrated excellent ratings across all quality dimensions, with end-users reporting faster complaint resolution, improved accessibility, and high satisfaction with the system’s usability. The findings confirm that AI-driven segmentation enhances complaint management efficiency, reduces delays caused by manual routing, and strengthens transparency and accountability in service delivery. Beyond improving daily operations, the CCMS supports compliance with government mandates such as Republic Act No. 11032 and NEA reporting requirements. Ultimately, the system fosters stronger relationships between cooperatives and their consumers by ensuring that complaints are systematically recorded, properly addressed, and resolved in a timely manner.