Grievance Appellate Committee

Under the recently updated Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, (IT Rules, 2021) the Center recently created three grievance appellate committees.

Goal: Safety and trust of every Digital Nagrik
Strong complaints process to ensure that all Internet platforms providing a service or good are held accountable

About Grievance Appellate Committee (GAC):

The Ministry of Electronics and IT announced the Grievance Appellate Committees (GACs), which were established by the government to investigate user complaints against major social media companies including Facebook, Twitter, and Instagram.
The GAC will be a virtual digital platform that only functions online and in digital form; as such, the whole appeals process—from filing an appeal to receiving a decision—will take place online.
Before this new appellate body, users will have the option to challenge a decision made by the grievance officer of social media intermediaries and other internet intermediaries.
The Committee will make an effort to respond to the user's appeal within 30 days.
Grievance Appellate Committee (GAC), is a crucial component of the overall policy and legal framework to guarantee that the Internet in India is open, safe, trusted, and accountable.
Numerous complaints that Internet intermediaries failed to address or handled insufficiently led to the necessity for GAC.

What is anticipated from it?

To instill a culture of consumer responsiveness among all Internet platforms and intermediaries.
Appeal: Before this new appellate body, users will have the possibility to contest a decision made by the grievance officer of social media intermediaries and other internet intermediaries.
The Committee will make an effort to respond to the user's appeal within 30 days.
The online platform will be operational starting on March 1, 2023, one month after the Grievance Appellate Committee receives this notification.
The process will also include regular evaluations of GACs, reporting, and dissemination of GAC orders.

Grievance Redressal Mechanism:

According to the standards, social media platforms must have a grievance procedure in place so that any shared content that violates public order or is otherwise unregulatory can be reported to the Grievance Redressal Officer.
Within 24 hours of receiving the complaint, this official is required to acknowledge it and offer a resolution within 15 days. It is required that complaints connected to crimes against women be handled within 24 hours in specific situations.

Source: PIB

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