WhatsApp appoints grievance officer for India

Agencies
September 23, 2018

New Delhi, Sept 23: Under pressure to clamp down on sinister messages, WhatsApp has appointed a grievance officer for India and detailed out the process for users to flag concerns and complaints, including those around fake news.

Meeting one of the key demands that India had put on WhatsApp to curb fake messages that triggered mob killings, the Facebook-owned company has updated its website to reflect the appointment of a 'Grievance Officer for India'.

The update mentions that users can seek help through the mobile app, send an email or write in to 'Komal Lahiri', who is based out of the US.

According to Lahiri's LinkedIn profile, she is a senior director, global customer operations and localisation, WhatsApp.

When contacted, a WhatsApp spokesperson declined to comment on the matter but pointed to the public FAQ on the company's website that contains these details.

According to sources, the appointment of the Grievance Officer was made at the end of August.

They added that the Grievance Officer for India being based in the US is in tune with similar practices by other American tech giants.

According to the WhatsApp website, users can reach out to the company's support team directly from the app under 'Settings' tab and in case they wish to escalate the complaint, they can contact the Grievance Officer directly.

A section within FAQs read: "You (users) can contact the Grievance Officer with complaints or concerns, including the following: WhatsApp's Terms of Service; and Questions about your account".

The updated FAQs also detailed out the mechanism for law enforcement officials to reach out to WhatsApp.

The government has been pressing WhatsApp to develop tools to combat fake or false messages. One of the demands was to name a grievance officer to deal with issues in India.

India is WhatsApp's biggest market with more than 200 million users. It, in July, limited message forwards to five chats at a time and had also removed the quick forward button placed next to media messages to discourage mass forwarding. It has also introduced a 'forward' label to help users identify such messages.

The latest appointment is also significant as the Supreme Court, last month, had agreed to examine a petition alleging that WhatsApp does not comply with Indian laws, including the provision for appointing a grievance officer. The apex court had sought a reply on the matter within four weeks.

With general elections slated for next year in India, the government is taking a tough stance on use of social media platforms like Facebook, Twitter, and WhatsApp for spread of misinformation.

The government had warned WhatsApp that it will treat the messaging platform as abettor of rumour propagation and legal consequences will follow, if adequate checks are not put in place.

In a meeting held with WhatsApp Head Chris Daniels last month, IT Minister Ravi Shankar Prasad had asserted that the company will have to find a solution to track origin of messages on its platform, set up a local corporate entity that is subject to Indian laws within a defined time-frame as well as appoint a grievance officer.

WhatsApp, which has been slapped with two notices with a third one under consideration, has said it is in the process of establishing a local corporate entity.

It has, however, not accepted the government's demand for traceability of messages saying creating such a software will go against the idea of user privacy and end-to-end encryption.

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Agencies
July 11,2020

Citing the current dismal aviation scenario, Air India is terminating the services of trainee cabin crew and cabin crew by withdrawing the offer of employment of those who were under training.

As per sources, the new crew and trainee pilots might reduce contracts from five years to one year. Sources said Air India is terminating 1,200 crew and employees who are more than 55-yr-old including 190 trainee pilots.

In a letter reviewed by IANS, Air India has informed an applicant who had been selected as cabin crew in August 2019 subject to successful completion of training.

"On behalf of Air India we would like to thank you for the interest shown by you in joining our organization. However, in view of the current aviation scenario, it would not be possible for Air India to impart any further training to you for engaging your services," the company said.

"In view of the above reasons, which are beyond the control of the company, it has been decided to discontinue your training arrangements and dispense with the offer of engagement with immediate effect. The bank guarantee furnished by you at the time of joining is returned herewith," Air India told the cabin crew.

"Once again on behalf of Air India we thank you for your cooperation and trust that you will appreciate the circumstances under which we are constrained to discontinue the training arrangements," the carrier said.

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Agencies
June 17,2020

In a bid to help tackle rise in domestic violence during the social distancing times in India, Twitter on Wednesday launched a dedicated search prompt to serve information and updates from authoritative sources around domestic violence.

Twitter has partnered with the Ministry of Women and Child Development the National Commission for Women in India to expand its efforts towards women.

The search prompt will be available on iOS, Android and on mobile.twitter.com in India, in both English and Hindi languages, the company said in a statement.

Data shows that since the outbreak of Covid-19, violence against women and girls has intensified in India and across the globe.

"We recognise collaboration with the public, government and NGOs is key to combating the complex issue of domestic violence. Accessing reliable information through this search prompt could be a survivor's first step towards seeking help against abuse and violence," said Mahima Kaul, Director, Public Policy, India and South Asia, Twitter.

Every time someone searches for certain keywords associated with the issue of domestic violence, a prompt will direct them to the relevant information and sources of help available on Twitter.

This is an expansion of Twitter's #ThereIsHelp prompt, which was specifically put in place for the public to find clear, credible information on critical issues.

The feature will be reviewed at regular intervals by the Twitter team to ensure that all related keywords generate the proactive search prompt, said the company.

Violence against women and girls across Asia Pacific is pervasive but at the same time widely under reported.

"In fact, in many countries in our region, the number is even greater, with as many as 2 out of 3 women in some countries reporting experiences of violence," added Melissa Alvarado, UN Women Asia Pacific Regional Manager on Ending Violence against Women.

Rekha Sharma, Chairperson, the NCW, said: "With social distancing norms in place, several women are unable to contact their regular support systems. This initiative by Twitter will provide big support to the survivors, who would otherwise be easily isolated without access to relevant information and help".

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Agencies
January 16,2020

Claiming that e-commerce giants like Amazon import as much as 80 per cent of the items sold on their platforms, small manufacturers' body has said that their business models do not benefit local industry and are creating jobs of delivery boys only.

"Neither manufacturers nor traders are getting any benefit from the business models of Amazon and Flipkart because they largely import their products from China and Korea and sell here. Nearly 80 per cent of their products are imported," said Anil Bhardwaj, Secretary General, Federation of Indian Micro and Small & Medium Enterprises (FISME).

Bhardwaj said that the global e-commerce players generally source and sell products through their own preferred suppliers and as a result a large number of local manufacturers and traders get crowded out.

He listed out deep discounting and buying products from preferred companies as unfair practices.

"Even if they buy products from local suppliers the commission charged is very high," Bhardwaj said adding that the issues related to unfair practices have been raised with Commerce Ministry on multiple occasions.

FISME maintains that the technology-driven retail is way forward and one cannot be oblivious of the benefits it brings to consumers but at the same time the local industry can also not be ignored given its role in job creation.

"If both traders and local manufacturers are crowded out then how would the local industry survive and employment be generated?" asked Bhardwaj.

As Amazon Founder and CEO Jeff Bezos is currently on his three-day visit to India, the local traders are up in arms against the "unfair" trade practices of the tech giant. Delhi-based Confederation of All India Traders (CAIT) has launched a countrywide protest against the company and has organised protests across 300 cities.

In a setback to Amazon and Walmart-backed Flipkart, the fair market watchdog Competition Commission of India (CCI) has ordered probe into the business operations of both the companies on multiple counts including deep-discounts and exclusive tie-up with preferred sellers.

"For the first time some concrete step has been taken against Amazon and Flipkart who are continuously violating the FDI policy in indulging in a vicious racket of controlling and monopolising not only the e-commerce but even the retail trade as well," CAIT National Secretary General Praveen Khandelwal said after the CCI order.

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