iWorld

WhatsApp gets grievance officer under pressure from India

Users in India can seek help through the app, send an email or write to US-based Komal Lahiri

https://www.indiantelevision.com/sites/default/files/styles/smartcrop_800x800/public/images/tv-images/2018/09/24/WhatsApp_800.jpg?itok=ZGHWPxFG

NEW DELHI: Under pressure to clamp down on sinister messages, WhatsApp has appointed a grievance officer for India and detailed out the process for users to flag concerns and complaints, including those around fake news.

Meeting one of the key demands that India had put on WhatsApp to curb fake messages that triggered mob killings, the Facebook-owned company has updated its website to reflect the appointment of a 'Grievance Officer for India'. The update mentions that users can seek help through the mobile app, send an email or write in to 'Komal Lahiri', who is based out of the US, reports the Press Trust of India.

According to Lahiri's LinkedIn profile, she is senior director, global customer operations and localisation at WhatsApp. When contacted, a WhatsApp spokesperson declined to comment on the matter but pointed to the public FAQ on the company's website that contains these details.

According to sources, the appointment of the grievance officer was made at the end of August. They added that the officer for India being based in the US is in tune with similar practices by other American tech giants. Users can reach out to the company's support team directly from the app under 'settings' and in case they wish to escalate the complaint, they can contact the grievance officer directly.

A section within FAQs read: "You (users) can contact the Grievance Officer with complaints or concerns, including the following: WhatsApp's Terms of Service; and Questions about your account". The updated FAQs also detailed out the mechanism for law enforcement officials to reach out to WhatsApp.

The government has been pressing WhatsApp to develop tools to combat fake or false messages. One of the demands was to name a grievance officer to deal with issues in India.

India is WhatsApp's biggest market with more than 200 million users. It, in July, limited message forwards to five chats at a time and had also removed the quick forward button placed next to media messages to discourage mass forwarding. It has also introduced a 'forward' label to help users identify such messages.

The latest appointment is also significant as the Supreme Court, last month, had agreed to examine a petition alleging that WhatsApp does not comply with Indian laws, including the provision for appointing a grievance officer. The apex court had sought a reply on the matter within four weeks.

With general elections slated for next year in India, the government is taking a tough stance on the use of social media platforms like Facebook, Twitter, and WhatsApp for the spread of misinformation.

The government had warned WhatsApp that it will treat the messaging platform as an abettor of rumour propagation and legal consequences will follow if adequate checks are not put in place.

In a meeting held with WhatsApp head Chris Daniels last month, IT Minister Ravi Shankar Prasad had asserted that the company will have to find a solution to track origin of messages on its platform, set up a local corporate entity that is subject to Indian laws within a defined time-frame as well as appoint a grievance officer.

WhatsApp, which has been slapped with two notices and a third one under consideration, has said it is in the process of establishing a local corporate entity. It has, however, not accepted the government's demand for traceability of messages saying creating such a software will go against the idea of user privacy.

Latest Reads

https://www.indiantelevision.com/sites/default/files/styles/340x340/public/images/tv-images/2020/04/02/zee5_0.jpg?itok=iapt7Tz6
Times Prime offers complimentary ZEE5 subscription to entertain during COVID-19 social distancing

MUMBAI: As more and more people stay home following state-imposed lockdowns or self-quarantine due to rising cases of COVID-19, Times Prime has partnered with ZEE5 to offer digital entertainment to all those who are confined to their home during this unprecedented situation. As part of this...

iWorld Over The Top Services
https://www.indiantelevision.com/sites/default/files/styles/340x340/public/images/tv-images/2020/04/02/zee5.jpg?itok=qOP-hX3c
ZEE LIVE’s Supermoon launches “Live to Home” on ZEE5

MUMBAI: Entertainment is a very important element of people’s lives. Be it commuting, office breaks or staycations at home, we all need some entertainment to keep us engaged and stimulated. It boosts our energy and desire to do everything that we need to do. As people stay indoors and look for ways...

iWorld Over The Top Services
https://www.indiantelevision.com/sites/default/files/styles/340x340/public/images/tv-images/2020/04/02/vmate.jpg?itok=x7RcAyBI
VMate launches #21DaysChallenge to ensure people stay busy at homes during lockdown

MUMBAI: Despite a strict countrywide lockdown enforced by Prime Minister Narendra Modi-led government, the authorities have been struggling to stop people from venturing out of their homes. While some people are moving out only in cases of exigencies, there are many who are doing so out of boredom...

iWorld Over The Top Services
https://www.indiantelevision.com/sites/default/files/styles/340x340/public/images/tv-images/2020/04/02/zoom.jpg?itok=bzYpKwco
Zoom comes under malware attack

MUMBAI: Hackers have been on the prowl, targeting popular video conferencing application Zoom as more and more people are resorting to virtual meetings in the wake of COIVD-19 pandemic. Such malware attacks, commonly called Zoom Bombing, have been reported from different parts of the world. In a...

iWorld Over The Top Services
https://www.indiantelevision.com/sites/default/files/styles/340x340/public/images/tv-images/2020/04/02/snapdeal.jpg?itok=Bps1kNvM
Snapdeal resumes services in 96 cities for essential goods

MUMBAI: E-commerce marketplace Snapdeal has resumed operations in 96 cities covering more than 15,000 pin codes.  Other than metro cities, the list also covers smaller cities like Agra, Bhopal, Dehradun, Jalandhar, Kanpur, Lucknow, Jaipur, Kota, Nashik, Patna, Raipur, Surat etc. The current...

iWorld e-commerce
https://www.indiantelevision.com/sites/default/files/styles/340x340/public/images/tv-images/2020/04/02/smule_0.jpg?itok=txIT0uz-
Smule’s ‘India Jam Karega’ calls for unity

MUMBAI:  Smule is inviting music-lovers across India to come together and jam online together. Whether it's singing a duet, crooning away with an international or local artist, creating an original, cheering each other on, making friends across the globe, sparking the creative energy of Indians and...

iWorld Over The Top Services
https://www.indiantelevision.com/sites/default/files/styles/340x340/public/images/tv-images/2020/04/01/vmate.jpg?itok=_FyPWFoU
Creators on VMate show how rural India is fighting Coronavirus

MUMBAI: India is practically under a house arrest by the deadly global pandemic Covid-19 or coronavirus. In the prevailing 21-day lockdown announced by Prime Minister Narendra Modi-led central government, there is increased reliance on television channels, news websites and newspapers for any...

iWorld Over The Top Services
https://www.indiantelevision.com/sites/default/files/styles/340x340/public/images/tv-images/2020/04/01/tiktok.jpg?itok=3ku-IN9L
TikTok donates Rs 100 cr worth medical equipment in India

MUMBAI: In the global fight against the spread of COVID-19, doctors and supporting medical staff are the heroes at the forefront of combating this pandemic. With companies coming forward to make contributions to fight the cause, social media giant TikTok has made a donation worth Rs 100 crore to...

iWorld Over The Top Services
https://www.indiantelevision.com/sites/default/files/styles/340x340/public/images/tv-images/2020/04/01/vidmate.jpg?itok=ZVTeK8VN
VidMate Appoints Ventes Avenues as its Exclusive Sales Partner for India

MUMBAI: VidMate, a free video downloader app has appointed Ventes Avenues as its exclusive sales partner for India to look after VidMate in-app advertising inventory in India. VidMate currently has 180 Million MAU and 40 Million DAU in India. VidMate’s USP lies in the fact that it seamlessly steps...

iWorld Over The Top Services

Sign up for our Newsletter

subscribe for latest stories

* indicates required