Ministry of Electronics & IT
Grievance Appellate Committee workshop organised by MeitY to enhance grievance redressal framework for a safer internet
Swift grievance redressal by GAC important to establish trust in the mechanism:Shri S. Krishnan Secretary, MeitY
GAC achieves significant milestones: Over 2,300 appeals received, 2,081 resolved; Relief provided for 980 appeals through 1,214 orders issued
Active compliance by digital intermediaries with GAC orders, contributing to enhanced accountability
Posted On: 08 JAN 2025 10:58AM by PIB Delhi
The Ministry of Electronics and Information Technology (MeitY) organized a workshop on the Grievance Appellate Committee (GAC) on 7th January 2025 at the India Habitat Centre, New Delhi, to address stakeholder concerns regarding a safer internet. The event brought together GAC members, social media intermediaries, and senior government officials to discuss strengthening the grievance redressal framework under the Information Technology Act, 2000.
The government urged social media intermediaries to act quickly against fake content to build public trust in grievance officers. It was also emphasized that GACs must work efficiently to resolve issues promptly, ensuring users can navigate the internet safely and with confidence.
Trust in mechanism built only when complaints are resolved efficiently
Sh. S. Krishnan, Secretary, Ministry of Electronics and Information Technology addressed the gathering. In his inaugural address, he emphasized that GACs must ensure a swift grievance redressal process to address issues promptly, as trust in the mechanism is established only when complaints are resolved efficiently. He also emphasized that regular interaction between the appellate authority and the regulatory framework is crucial for identifying potential issues and finding effective solutions, ultimately benefiting stakeholders.
Sh. S. Krishnan, Secretary, MeitY
Increased awareness drives more people to use grievance redressal platforms
Shri Bhuvnesh Kumar, Additional Secretary, Ministry of Electronics and Information Technology highlighted the importance of user-centric grievance redressal. He mentioned that the number of grievances received at the appellate level by the Grievance Appellate Committees (GACs) was initially limited but has now seen a notable rise, primarily driven by increased public awareness.
As people have become more informed about the grievance redressal mechanisms, including the availability of Grievance Officers of the intermediaries and the role of GACs, they are increasingly reaching out to these platforms for the resolution of their concerns.
About the Grievance Appellate Committee (GAC)
The GAC was established under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, as part of the Government of India’s commitment to creating a safe, trusted, and accountable internet. Operational since January 2023, the GAC provides an online dispute resolution mechanism for users aggrieved by decisions of intermediaries’ Grievance Officers. The GAC endeavors to resolve appeals expeditiously, aiming to conclude them within thirty calendar days from the date of receipt.
Presently, three GACs have been constituted, each comprising a chairperson and two whole-time members responsible for reviewing and adjudicating grievances, ensuring fair, transparent, and effective resolution of appeals.
The GAC operates digitally through its dedicated web portal (https://gac.gov.in), enabling users to:
- File appeals online,
- Track its status, and
- Receive timely updates on their grievances.
The platform ensures seamless interaction between appellants and the committee, providing a user-friendly and efficient redressal process.
Key Achievements of the GAC
- Over 2,322 appeals received, with 2,081 resolved to date.
- Relief provided for 980 appeals through 1,214 orders issued.
- An average of over 300 appeals received per month in its second year, marking a significant increase from the first year.
- Around 10,000 users registered on the platform, reflecting growing awareness and trust.
- Active compliance by digital intermediaries with GAC orders, contributing to enhanced accountability.
The GAC represents a cornerstone of India’s efforts under the Digital India initiative to create a safe, secure, and inclusive digital environment. The Ministry of Electronics and Information Technology remains committed to strengthening this framework and ensuring that the rights and interests of individuals are upheld.
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