Large digital companies like Google and Facebook have begun updating their websites to reflect the appointment of the grievance officers under the new social media rules that came into effect recently.
According to government sources, large social media companies like Google, Facebook and WhatsApp have shared details with the IT Ministry as per the requirement of the new digital rules, but Twitter is still not following the norms.
The new rules require significant social media intermediaries - those with other 50 lakh users - to appoint a grievance officer, nodal officer and a chief compliance officer. These personnel are required to be resident in India.
Industry sources said Facebook and WhatsApp have already shared their compliance report with the Ministry of Electronics and IT, and that the details of the new grievance officers appointed are being updated to replace the existing information on these platforms.
Google's 'Contact Us' page shows details of Joe Grier as a contact person with an address from Mountain View, US. The page also contains details on the grievance redressal mechanism for YouTube.
As per the rules, all intermediaries have to prominently publish on their website, app or both, the name of the grievance officer and his/her contact details as well as the mechanism by which a user or a victim may make a complaint.
The grievance officer will have to acknowledge the complaint within 24 hours and dispose of such complaint within a period of 15 days from the date of its receipt; and receive and acknowledge any order, notice or direction issued by the authorities. The government sources on Friday had said that Twitter is not following the norms.
Twitter has not sent details of the chief compliance officer to the IT Ministry, and shared details of a lawyer working in a law firm as a nodal contact person and grievance officer, they added.
This when the IT rules clearly require these designated officers of the significant social media platforms to be employees of the company and resident in India, they pointed out.