NEW DELHI: It’s not just social media giants that need to be more alert to consumer complaints following the latest IT rule amendments, but user-friendly laws also affect businesses like marriage websites, dating sites like Tinder, and Bumble, online classifieds platforms such as JustDial.comand e-commerce vendors like Amazon and Flipkart.
For example, there have been instances where fake women’s IDs – posted on dating and marriage sites – were not removed despite pleas from the injured. “There have been instances where phone numbers, pictures and other details of women have been illegally posted on dating sites – without their knowledge – leading to their harassment. And when they complained, dating sites and marriage platforms were slow to react or didn’t respond at all. With the new rules, companies’ complaints managers will have to react quickly, otherwise a user will have the right to take them to the Complaints Appeal Committees (GAC) for reparation, ”a government source told TOI.
The source said that while discussions so far have focused on companies like Facebook, Twitter, Instagram and YouTube and social media messaging, the changed rules have a broader scope as they cover dating, weddings, ecommerce, and online classifieds. where users have a great game, but not an effective repair mechanism for their complaints.

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“If the consumer gets a respite from the GAC, companies will either have to stick to the decision or go to the high court. Even in court, a favorable decision by the GAC will have more weight and the company – which refuses to act – may also be condemned to blockade. Thus, people will gain power ”.
Providing further examples, the source claims that there have been instances where illegal products are sold on e-commerce platforms, such as slippers with the country’s flag drawn on them or depicting gods, cigarette ashtrays in the shape of private parts of a woman. “Some of them may not be apparently illegal, but rather immoral. A citizen, or a user of the platform, can now ask the company’s complaints manager to remove the product immediately, otherwise he can contact the GAC. ”
There have also been instances where online classified companies, many of which even provide details on massage parlors, illegally provided details of a woman. “Someone can illegally publish a woman’s numbers without her knowledge. What does he do if the treatment officer refuses to listen to her complaints. She now she has the possibility to approach the GAC “.
The government also pointed out that it could go beyond GACs – and inflict sanctions – if relevant companies still don’t effectively surrender to genuine consumer complaints. Minister of State for Informatics and Electronics Rajeev Chandrasekhar he said sanctions can be envisaged if the government is not satisfied with the response. “The option always remains open. But first we will analyze how companies respond to the new Rules, ”he told TOI.
The minister said the government receives “consumer complaints in the hundreds of thousands” in which users claim their requests go unheeded by the companies’ complaint officers. “In good faith, we have always hoped that intermediaries (consumer platforms) would understand and take note of user complaints, rather than just engaging in tokenism. However, as there has not been much progress, we have decided to proceed with the concept of having GAC. ”
The minister said the amendments place an obligation on internet companies to ensure that no illegal content or misinformation is posted on their platforms. “The obligations of intermediaries used to be limited to informing users of the rules. But now there will be much more precise obligations on the platforms. The intermediaries will have to work to ensure that no illegal content is published on the platforms.”



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