Meta, the parent company of Facebook and Instagram, received an astonishing number of complaints through the Indian grievance mechanism in May. A total of 16,995 complaints were lodged, marking a record-breaking figure. The grievances primarily focused on reports of inappropriate or abusive content, with 7,289 complaints falling into this category. Additionally, 6,787 complaints were related to bullying or harassment, while 699 pertained to fake profiles and 550 were regarding account hacking.
Meta, as per the new IT Rules 2021, is required to publish monthly compliance reports. In response to these 16,995 complaints, Meta stated that they addressed each one, aiming for 100% responsiveness. Out of these complaints, 2,325 cases were resolved with the aid of tools provided by the company. These tools encompassed reporting channels for specific policy violations, self-remediation flows allowing users to download their data, and avenues to address hacked accounts, among others.
For the remaining 14,670 complaints that necessitated specialized review, Meta examined the reported content according to its policies. Action was taken in response to 2,299 reports, leaving 12,371 reports that were reviewed but potentially not acted upon.
In April, Meta received 8,470 reports through the Indian grievance mechanism, indicating a notable increase in grievances in the following month. Meta’s content removal efforts in India were substantial, with more than 30 million pieces of content removed from Facebook and Instagram during the month of May. These removals come as Meta faces concerns related to user data privacy and security.
Meta employs a combination of artificial intelligence, reports from the community, and internal reviews to identify and judge content in accordance with their policies.
Under the new IT Rules (Intermediary Guidelines and Digital Media Ethics Code) 2021, all social media giants are obliged to produce monthly compliance reports.
Ultimately, the report’s findings shed light on the extensive challenges that Meta faces in managing user-generated content and maintaining a safe digital environment. By providing transparency through compliance reports, Meta aims to address user concerns and improve their platform’s performance in India.
