Grievance Appellate Committee (GAC)

The Grievance Appellate Committee (GAC) is an online dispute-resolution mechanism established under Rule 3A of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, framed under the Information Technology Act, 2000. It aims to strengthen intermediary accountability and grievance redressal and promote a “Safe, Trusted and Accountable Internet” for users in India.

Core Function

The GAC hears appeals against decisions of Grievance Officers (GOs) of social media platforms and other intermediaries. The entire appeal process is conducted digitally, providing users with an additional mechanism to challenge grievance decisions.

Who Can Approach GAC?

An aggrieved user, referred to as a “Digital Nagrik”, must first approach the concerned platform’s Grievance Officer.

If the user is dissatisfied with the decision or receives no response within 30 days, an appeal can be filed before the GAC within 30 days.

Due Diligence by Intermediaries

Rule 3(1)(b)

Intermediaries are required to make reasonable efforts to ensure that users do not host, display, upload, modify, publish, transmit, store, update or share specified prohibited information.

Rule 3(2)

Intermediaries must maintain an effective grievance-redressal mechanism. Generally, grievances should be resolved within 15 days, while requests for removal of specified content should be addressed within 72 hours.

Content involving intimate imagery, sexual content, impersonation or morphed content is subject to a shorter 24-hour response requirement under Rule 3(2)(b).

Recent Context

The Delhi High Court was informed that Google had withheld a Dhruv Rathee YouTube video in India pursuant to an order of the GAC. The question of a global blocking order remained pending before a Division Bench of the High Court.