According to the latest India Monthly Report from social media giant Meta, Facebook resolved around 45 percent of complaints it received from users in March 2023. The report disclosed that Facebook acted on approximately 8 percent of grievances raised by users for their hacked accounts, 22 percent in cases of inappropriate or abusive content, and 23 percent in cases of bullying or harassment. The company took action on less than one-fourth of grievances in cases where users objected to content that depicted nudity or partial nudity or sexual acts. Facebook received a total of 7,193 grievances from users, and provided tools for users to resolve their issues in 1,903 cases. Of the other 5,290 reports that required specialized review, Facebook reviewed content as per its policies and took action on 1,300 reports.
Instagram’s Response to User Complaints
In comparison to Facebook, Instagram took action on a higher percentage of grievances raised by users, resolving around 64 percent of complaints in March 2023. Instagram received 9,226 grievances from users, and provided tools for users to resolve their issues in 4,280 cases. Instagram acted on 391 or 84 percent of 465 complaints where users reported that the content was showing them in nudity or partial nudity or in a sexual act. However, it took the least action on grievances of accounts being hacked. Of the other 4,946 reports that required specialized review, Instagram reviewed content as per its policies and took action on 1,656 reports.
In addition to user complaints, Facebook and Instagram also took action on content that violated their community guidelines. Facebook acted on approximately 38 million pieces of content that it found were violating its community guidelines. The top three categories on which Facebook took action comprised of 32 million spam content, 2.4 million content faced action for violating policy around adult nudity and sexual activity, and 2.2 million for violent and graphic content. Instagram acted against around 3 million content on its own, with the top violations noticed under the “Adult Nudity and Sexual Activity” category, Violent and Graphic Content category, and the “Bullying and Harassment” segment.
Meta received only one order from the Grievances Appellate Committee (GAC) on which it acted. The GAC looks into complaints of users who are not satisfied with the resolution of social media majors.