Overview of User Grievances
Transparency reports from four major online streaming platforms—Netflix, Sony Liv, Disney+Hotstar, and JioCinema—revealed a combined total of 372 user grievances in August. JioCinema topped the list with 293 grievances, followed by Netflix with 63, and SonyLiv with 16. Disney+Hotstar reported no grievances for the month.
Resolution Statistics
While Netflix and Sony Liv managed to address a significant number of grievances, JioCinema resolved only three out of its 293 grievances:
- JioCinema: 293 grievances, 3 resolved
- Netflix: 63 grievances, 20 resolved
- Sony Liv: 16 grievances, all resolved
- Disney+Hotstar: 0 grievances
Grievances from Previous Months
Netflix also carried over 20 grievances from the previous month, all of which were resolved in August. By the end of the month, Netflix had addressed a total of 40 grievances, with 43 remaining unresolved.
Code of Ethics Violations
Under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, both Netflix and JioCinema reported grievances related to Code of Ethics violations. The Code of Ethics includes restrictions on prohibited content and mandates caution in depicting racial or religious groups.
- Netflix: 9 Code of Ethics grievances, all resolved
- JioCinema: 7 Code of Ethics grievances, 5 resolved
Specific Cases
Netflix saw a notable decline in grievances compared to June and July, when it faced criticism for its film "Maharaj" and a complaint from the National Commission for Protection of Child Rights (NCPCR) regarding sexually explicit content allegedly accessible to minors.
Self-Regulatory Bodies
The IT Rules, 2021 require streaming services to form self-regulatory bodies to ensure adherence to the Code of Ethics. These bodies also address unresolved grievances and hear appeals against platform decisions. Two self-regulatory bodies currently operate:
- Indian Broadcasting and Digital Foundation’s (IBDF) Digital Media Content Regulatory Council (DMCRC): Oversees Amazon Prime Video, AltBalaji, Netflix, etc.
- Internet and Mobile Association of India’s (IAMAI) Digital Publishers Content Grievances Council (DPCGC): Oversees Disney+Hotstar, SonyLiv, Zee5, etc.
DPCGC Report
The DPCGC disclosed that it received one new grievance in August, with one grievance pending from the previous month. Both grievances remained unresolved at the end of the month. The body had received five and six grievances in June and July, respectively.
Government and Self-Regulatory Advisories
While JioCinema and other streaming services did not report any government or self-regulatory advisories, Netflix received one advisory during this period.
Conclusion
JioCinema’s poor grievance resolution rate underscores the need for improved customer service protocols. As streaming services grow, maintaining high standards of user satisfaction and ethical content management remains crucial.