Explained: Why Grievance Appellate Committees are needed – Times of India

The central government last week issued a notification for setting up the Grievance Appellate Committees (GACs) to look into users’ complaints against social media giants, including Facebook, Twitter and Instagram as well as other internet platforms. Here, we will discuss the larger objectives of the GACs, its members and the need for such a body.
What is GAC?
As per the government, the GAC is a critical piece of overall policy and legal framework to ensure that the internet in India is open, safe and trusted, and accountable. A GAC has a team of three members and three GACs have been set up by the government.

Why are GACs established?
The centre notified the establishment of three GACs last week based on the recently amended Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (“IT Rules 2021”).
The IT rules 2021 mention the creation of avenues – apart from courts – for user grievance redressal. These avenues are set up to ensure that the constitutional rights of Indians are not contravened by any Big-tech Platform.
As per a press note by PIB, Rajeev Chandrasekhar, Minister of State for Electronics & Information Technology and Skill Development & Entrepreneurship, had articulated the government’s stand during the extensive public consultations on the IT Rules.
Objectives of GACs
The government seeks the safety and trust of every Digital Nagrik and for that, a robust grievance redressal system to ensure accountability of all Internet platforms offering a service or product was needed. Hence GACs have been established with the goal that all grievances must be 100% addressed.

“The need for GAC was created due to large numbers of grievances being left unaddressed or unsatisfactorily addressed by Internet Intermediaries. GAC is expected to create a culture of responsiveness amongst all Internet Platforms and Intermediaries towards their consumers. The GAC will be a virtual Digital platform that will operate only online and digitally – wherein the entire appeal process, from filing of appeal to the decision thereof, shall be conducted digitally,” the government said.
How can users file complaints?
Users will have the option to appeal against the decision of the grievance officer of the social media intermediaries and other online intermediaries before the new body. Users can appeal on https://www.gac.gov.in and it will be operational from March 1.
The Committee will work to address the user’s appeal within a period of 30 days. Periodic reviews of GACs and reporting and disclosures of GAC orders will also be part of the process.
IT minister issues caution
After the notification, IT minister Chandrasekhar said the compliance of rules and laws was not a “pick-and-choose” or “cherry-picking” option for the social media platforms. He also said that if and when rules are not followed, the “safe harbour protection” that these platforms enjoy will fall away.
“The government looks at the internet through the prism of keeping it safe and accountable for 120 crore digital nagriks (digital citizens). Safe and trusted internet is an integral part of the trillion dollars digital economy goal,” the Minister had said.