The Ministry of Electronics and Information Technology (MeitY) conducted a workshop at the India Habitat Centre to enhance the efficiency and awareness of the Grievance Appellate Committee (GAC) framework. The event brought together GAC members, social media intermediaries, and senior government officials to discuss the ongoing efforts to strengthen the grievance redressal mechanism under the Information Technology Act, 2000.
The workshop emphasized the importance of building public trust by ensuring prompt and effective resolution of grievances and combating fake content to make the internet a safer space.
Key Highlights from the Workshop
Swift Grievance Redressal for Trust Building
- Sh. S. Krishnan, Secretary, MeitY, highlighted the critical role of efficient complaint resolution in fostering trust.
- “Trust in the grievance redressal mechanism is built only when complaints are addressed swiftly and transparently,” he noted.
- He also stressed the need for regular interaction between the appellate authority and the regulatory framework to identify and resolve emerging issues.
Rising Public Awareness Driving Platform Usage
- Shri Bhuvnesh Kumar, Additional Secretary, MeitY, underlined the growing awareness of GAC mechanisms among the public.
- The number of grievances submitted has significantly increased as more users understand the availability of Grievance Officers and the role of GACs.
- He called for continued efforts to enhance user-centric grievance redressal processes.
About the Grievance Appellate Committee (GAC)
The GAC, established under the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, is a vital component of India’s commitment to a safe and accountable digital ecosystem. Operational since January 2023, the GAC provides an online dispute resolution mechanism for users dissatisfied with decisions made by intermediaries’ Grievance Officers.
Key Features of the GAC Platform:
- Digital Operations: Accessible through https://gac.gov.in.
- User-Friendly Interface: Allows users to file appeals, track statuses, and receive updates.
- Time-Bound Resolutions: Appeals are resolved within 30 days.
Currently, three GACs are operational, each with a chairperson and two full-time members ensuring fair and effective grievance resolution.
GAC Achievements to Date
- Appeals Resolved: Out of 2,322 appeals received, 2,081 have been resolved.
- Relief Provided: 980 appeals addressed, with 1,214 orders issued.
- Rising Appeal Volumes: Over 300 appeals per month in the second year, reflecting increased usage.
- User Registrations: Approximately 10,000 users registered on the platform.
- Enhanced Accountability: Digital intermediaries are actively complying with GAC directives.
A Step Toward a Safer Digital India
The GAC framework, a cornerstone of the Digital India initiative, reflects the government’s dedication to creating a secure, inclusive, and trustworthy internet. With its emphasis on transparency, accountability, and user-centric mechanisms, the GAC continues to bolster public confidence in India’s digital ecosystem.
MeitY remains committed to enhancing the grievance redressal process and ensuring the rights and interests of internet users are safeguarded.
