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<p>Sambat Online is one of the implementation of E-Government for complaints management provided by Malang City Government. All of the complaints will be classified into its intended department. In this study, automatic complaint classification system using Neighbor Weighted K-Nearest Neighbor (NW-KNN) is poposed because Sambat Online has imbalanced data. The system developed consists of three main stages including preprocessing, N-Gram feature extraction, and classification using NW-KNN. Baseddoi:10.11591/ijeecs.v12.i1.pp155-160 fatcat:d7mzvlobt5cklk4qkitu2hchbu