It is important to understand why we need a grievance redressal desk in the first instance, what it is, and what is the range or scope of duties of a grievance redressal officer before we begin to cover our main topic of discussion — the Grievance Desk of Facebook in India.
Let’s look at it this way — whenever a service is provided to a community on a large scale, issues, discrepancies, and disputes are bound to arise at some point which could result in user complaints and escalations regarding the products and services provided, and questions raised on the violations of the roles and duties of the intermediaries in question.
The grievance desk is a mechanism that serves as a go-between between the service provider and the end-users (in this case, Facebook India and its users). It is meant to provide a fair and transparent process to resolve user complaints. The system is implemented through various procedures that are designed to ensure that grievances are handled fairly and impartially.
To name a few Facebook issues that are a sore point with users are — data leaks, inciting and spreading community/gender hatred, individual shaming, cyberbullying, virtual stalking, identity thefts and fake profile creation.
The steps involved in grievance redressal include collection of information, documentation, problem identification, analysis, decision-making, and taking necessary action to deliver justice. The grievance redressal officer’s task lies in registering complaints in a manner as may be prescribed by the Central Government, and they endeavor to give closure to every complaint within two weeks of its registration.
About the Grievance Desk of Facebook in India
As per the brand new guidelines of Information Technology, 2021, that encompass the digital media ethics code, a grievance officer has to be appointed to redress complaints of users and victims of violations of Facebook’s terms. Additionally, netizens can approach the officer to report a contravention of Facebook Community Standards, violation of duties of the intermediaries, objection to the curated content that could incite communal and/or social violence, or any queries that they may have about their Facebook accounts.
The Grievance Officer is bound by duty to receive user complaints, inquire and dispose off matters within 15 days of complaint registration. They need to maintain a log and capture all such cyber complaints systematically. They address issues that can be readily resolved, follow up and negotiate with the complaint owner and community members, and finally report all these complaints to the Government every month.
Who is the Grievance Officer? How to Contact?
The Grievance Officer of Facebook India is Spoorthi Priya who can be approached via email at FBGOIndia@fb.com. You can also write your grievances at the following postal address:
Facebook India
216, Okhla Industrial Estate
Phase III,
New Delhi – 110020
If you are sending an email, please include “Attention: Grievance Officer”.
Alternatively, you can fill out the form in here to report a Facebook issue. Just tick against the issue that fits your situation, and press submit. Please remember that the Grievance Officer channel should not be used for any law enforcement requests or to receive any legal process.
What are the Issues to Seek Redressal
Every good thing has its set of challenges as well. As a popular social networking site, Facebook’s reach is massive, which allows you to freely connect with friends and family online. However, the downside is that you may receive unsolicited friend requests, and be victim to other forms of virtual harassment if you are not watching your back.
Please feel free to report any behavior that seems inappropriate to you instead of silently putting up with the cursed nuisance. Facebook strives to protect the privacy and interest of all its users at all times.
Some of the common issues that you should seek immediate redressal for are — when your Facebook account is hacked or when you suspect that someone is tampering with your account information; when you are facing issues to log into your account, and you find difficulties in accessing the page or the group you once managed on Facebook; and if you feel that someone is impersonating you by creating a fake profile in your name and using your personal and professional information against you for their own gains.
You can also seek help if you are victim to cyberbullying and virtual stalking; if you have come across abusive and objectionable content, and/or anything that has the potential to threat the social fabric and communal, racial, and political peace and harmony of the land; if someone has morphed your images to present you sexually with the intention to damage your social repute and prospects; and if someone has published content containing your name and images without your consent and which you never wish to be displayed.
The grievance officer at Facebook will take note of all valid complaints, and will inquire duly into the matter. A member from the redressal team will revert to you with their plan of action and the measures they intend to implement to bring closure to your case.
