What’s interesting is that the move comes after the introduction of the “Intermediary Guidelines and Digital Media Ethics Code.” These guidelines call for certain actions to be taken by social media companies with over 50 lakh users. Among these — to appoint a grievance officer, a nodal officer, and a chief compliance officer. However, the guidelines also require that these officers must be residents of India.
Appointment of a grievance officer
Furthermore, the guidelines set by the Indian government also call for companies to promptly publish on their websites the name of the grievance officer, the contact details, and the mechanism through which concerned parties may take up a complaint, in this case, WhatsApp.
The grievance officer will further have to acknowledge the complaint within 24 hours and chuck out the complaint within a span of 15 days from the date of its receiving. Moreover, the officer must acknowledge any order, notice, or regulation issued by the authorities.
Among the three officials to be appointed by WhatsApp and other social media companies, Paresh B Lal is the newly appointed grievance officer for WhatsApp in India. Lal is a resident of Hyderabad, Telangana, and here’s how you can contact him.
How to contact WhatsApp India’s Grievance Officer?
1. Via Email
One way that WhatsApp mentions contacting the grievance officer is by sending an email to this email address – [email protected] However, the email containing the complaint or concern must be signed digitally by the addresser.
Moreover, in case of an account-related concern, you must include your phone number with regards to the international format.
2. Via Call
In case of concerns related to UPI-based payments on WhatsApp, you can contact and make your complaints through a call on 1800-212-8552 between the hours of 7:00 AM to 8:00 PM IST.
3. Via Mail
Lastly, you can also contact the grievance officer for WhatsApp India via mail. You can send a post to the following address mentioning all about your concerns.
Paresh B Lal
Attention: Grievance Officer
Post Box No. 56
Road No. 1, Banjara Hills
Hyderabad – 500 034
Interestingly enough, the platforms also have to produce compliance reports each month revealing all the details of the complaints made and redressed in the hope that the complaints and concerns don’t go unnoticed.