In a significant stride toward ensuring a safer internet environment, the Indian government’s Grievance Appellate Committee (GAC) has successfully resolved 2,081 user appeals and provided relief in 980 cases through 1,214 orders. This announcement underscores the government’s commitment to creating a secure, trustworthy, and accountable internet, as outlined in the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules of 2021.
Since its inception in January 2023, the GAC has offered an online dispute resolution mechanism for users dissatisfied with the decisions of intermediaries’ grievance officers. The platform has seen substantial engagement, with an average of over 300 appeals per month in its second year, reflecting a notable increase from the first year. Currently, around 10,000 users are registered on the platform, highlighting its growing relevance.
The Ministry of Electronics and Information Technology (MeitY) organized a workshop to address stakeholder concerns and enhance the grievance redressal framework. Attended by GAC members, social media intermediaries, and senior government officials, the workshop emphasized the need for swift action against fake content to build public trust.
S. Krishnan, Secretary of MeitY, stressed the importance of an efficient grievance redressal process, stating that trust in the system is established only when complaints are resolved promptly. He also highlighted the necessity of regular interaction between the appellate authority and the regulatory framework to identify and address potential issues effectively.
Bhuvnesh Kumar, Additional Secretary of MeitY, noted that the initial number of grievances received at the appellate level was limited but has since increased significantly, driven by heightened public awareness. As more people become informed about the available grievance redressal mechanisms, including the role of intermediaries’ Grievance Officers and the GACs, they are increasingly utilizing these platforms to resolve their concerns.
Currently, three GACs have been constituted, each comprising a chairperson and two full-time members responsible for reviewing and adjudicating grievances. This structure ensures fair, transparent, and effective resolution of appeals, further reinforcing the government’s efforts to foster a safer and more reliable internet for all users.
