New Delhi: The Ministry of Electronics and Information Technology (MeitY) conducted a comprehensive workshop on the Grievance Appellate Committee (GAC) on January 7, at the India Habitat Centre, New Delhi. The event focused on enhancing the grievance redressal framework under the Information Technology Act, 2000, with active participation from GAC members, social media intermediaries, and senior government officials.
In his inaugural address, S. Krishnan, Secretary, Ministry of Electronics and Information Technology, emphasized the need for a swift and efficient grievance redressal process to build trust in the mechanism. “Trust in this system is built only when complaints are resolved efficiently. GACs must act promptly to ensure that users feel safe navigating the internet,” he stated. Krishnan further highlighted the importance of continuous dialogue between appellate authorities and the regulatory framework to address emerging challenges effectively.
Bhuvnesh Kumar, Additional Secretary, Ministry of Electronics and Information Technology, spoke about the significant rise in public participation in grievance redressal mechanisms. “The number of grievances received at the appellate level has grown substantially, driven by increased awareness and understanding of how GACs function,” he noted. This growing awareness is empowering individuals to seek redress for their concerns, reinforcing the importance of a safe and accountable online environment.
The Grievance Appellate Committee was established under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, to ensure a safer, trusted, and inclusive internet space. Since its launch in January 2023, the GAC has been providing an efficient online dispute resolution platform for users aggrieved by decisions of intermediaries’ Grievance Officers.
Currently, three GACs operate digitally through the dedicated web portal (https://gac.gov.in), handling appeals related to intermediary decisions with the goal of resolving them within thirty calendar days.
The GAC has successfully received over 2,322 appeals, out of which 2,081 have been resolved, offering relief to over 980 appellants through 1,214 orders issued. The average monthly appeal rate has risen to over 300, demonstrating its growing role in digital dispute resolution. With nearly 10,000 users registered on the platform, the GAC reflects an increasingly trusted mechanism in the digital space.
Additionally, there is active compliance by digital intermediaries with GAC orders, fostering greater accountability and transparency. The workshop underscored MeitY’s commitment to refining this framework, ensuring a safe and secure online ecosystem as part of India’s broader Digital India initiative.
