WhatsApp recently released its monthly grievance report detailing the actions taken based on user complaints and reports in India. This marks the sixth report submitted by WhatsApp following the implementation of India’s new IT rules in May 2021. The latest report covers the period from November 1, 2021, to November 30, 2021.
Account Bans and Grievance Handling
During this period, WhatsApp banned a total of 1,759,000 user accounts. While this figure is significant, it represents a decrease compared to the preceding months of September and October 2021, during which over 2 million accounts were banned. These bans were implemented both through WhatsApp’s abuse detection process and its in-app reporting system.
Additionally, WhatsApp addressed user grievances submitted through various channels. Users can submit complaints via email or post. In response to 357 ban appeals received, WhatsApp took action on 36 accounts. However, out of 147 account support reports, 48 product support reports, and 27 safety reports, no action was taken.
Reporting System and Handling Procedures
WhatsApp designates instances where no action is taken as “N/A” in its report. It clarifies that in some cases, this may be due to duplicated tickets, ticket reassignment, or advising users to utilize the in-app reporting feature. Furthermore, WhatsApp received 21 ‘other support’ reports, which encompass requests that are not consistently classifiable.
In summary, WhatsApp’s monthly grievance report sheds light on the company’s efforts to enforce India’s new IT rules. While a significant number of accounts were banned during the specified period, WhatsApp continues to refine its grievance handling procedures to address user concerns effectively.
