This research emphasizes the vital role of machine learning-driven consumer complaint management in information enterprises facing a surge in customer feedback across channels. By automating complaint categorization, analysis, and response, machine learning streamlines operations and uncovers invaluable customer insights. The study introduces a novel classification model, with LGBMClassifier and LinearSVC algorithms standing out for achieving 76.78% and 79.37% accuracy, respectively. This approach enhances complaint resolution, customer satisfaction, and enterprise competitiveness. The integration of machine learning offers a practical solution to consumer complaint challenges, with future prospects including adaptability to evolving preferences and leveraging natural language processing for deeper sentiment analysis.