Addressing Citizens’ Grievances | Current Affairs & Hindu Analysis: Daily, Weekly & Monthly - UPSC PDF Download

Introduction

The Indian government has introduced new rules for social media platforms such as Twitter, Facebook, YouTube, and Instagram to ensure compliance with the country's Constitution. These rules also establish three grievance appellate panels to address issues raised by users regarding content and other matters.

New Rules

• To address the misuse of social media, a grievance redressal system has been made mandatory for over-the-top (OTT) and digital portals in the country. Major social media companies must appoint a chief compliance officer and a nodal contact person who is available 24/7 to interact with law enforcement agencies.
• Moreover, social media platforms are required to appoint a grievance officer who will register and dispose of complaints within 24 hours and 15 days, respectively. In case of complaints related to the dignity of users, particularly women, such as nudity, sexual acts, and impersonation, platforms must remove such content within 24 hours.
• The platforms are also required to publish a monthly report about the number of complaints received and their redressal status. News publishers will be regulated through three levels of oversight: self-regulation, a self-regulatory body led by a retired judge or an eminent person, and oversight from the Information and Broadcasting Ministry, including codes of practice and a grievance committee.

Importance of Citizen grievance redressal

• In our developing country, the government is responsible for providing a range of services that citizens depend on. For example, to purchase rice, wheat, and sugar from a ration shop, citizens require a ration card issued by the government. However, citizens often face difficulties dealing with government agencies due to excessive rules and regulations that result in unnecessary delays.
• This can lead to dissatisfaction and unhappiness among the public, with the poorest members of society being the most adversely affected. This is detrimental to a healthy democracy, as citizens expect sympathetic, courteous, and helpful public administration. When there are numerous public grievances against government agencies, corrective measures must be taken to address these concerns.

Need for regulation

• Due to the diverse nature of Indian society based on religion, economic status, caste, and language, content regulation has always been a crucial issue in India. The impact of digital media on society is therefore the foundation for state regulation.
• Digital media, particularly social media, has the potential to spread subversive rumours and fake news at an alarming rate, leading to serious law and order problems. In India, this has resulted in dangerous consequences, such as lynchings and communal violence in many parts of the country, which need to be addressed.
• The Supreme Court has expressed the need to regulate social media to prevent the spread of fake news, defamation, and trolling while protecting users' privacy. Additionally, the threat of foreign influence and interference, especially from hostile neighbors like China and Pakistan, is more significant than ever.
• The guidelines could be a useful tool for the government to tighten control over Chinese and other foreign companies investing in digital media in India.

Way Forward and Conclusion

• With education levels increasing and people becoming more aware of their rights and responsibilities towards the government, the demand for better mechanisms will continue to rise.
• It is undeniable that there are issues with online content, which the government has rightly identified now. In its release, the government referred to a 2018 Supreme Court observation that suggested the need for necessary guidelines to eliminate content promoting child pornography, rape, and gang rape. There were also discussions in Parliament regarding the misuse of social media and the spread of fake news.
• Apart from content regulation, it is essential to pass a data privacy law as soon as possible since it has been put on hold for a while. The state must also be responsible for upholding the privacy rights of its citizens.