WhatsApp has appointed a grievance officer for India, who has been tasked to deal with concerns and complaints raised by the users regarding issues including fake and provocative content being spread on the instant messaging platform.
Facebook-owned WhatsApp has appointed a grievance officer for India, who has been tasked to deal with concerns and complaints raised by the users regarding issues including fake and provocative content being spread on the instant messaging platform.
The grievance officer, Komal Lahiri, who joined WhatsApp in March this year from Facebook, is already working as a senior director for global customer operations and localisation. At Facebook, she was the head of community support for the social networking site and its subsidiary, Instagram. She is based at WhatsApp’s Menlo Park office in California.
A WhatsApp user who wants to report an issue can either email Lahiri or write to her. Users can also contact her regarding issues related to the platform’s terms of service as well as about their account. The company has updated details about the grievance officer on its website in the FAQ section.
With a grievance officer in place and the company in the process of registering an Indian entity and top leadership, experts said WhatsApp can then assist law enforcement agencies in tracing the source of fake content as and when it is reported.
Although messages on WhatsApp are end-to-end encrypted, their origin can be traced using source codes. Source codes are used in mobile phones and e-mail networks to trace messages. While in phone networks it is called call data record, in e-mails it is called Internet Protocol data record.
However, for such traceability there needs to be a domestic entity which is bound by local laws mandating how long the data is stored by the company concerned, the expert added.