According to the company’s most recent India monthly report, in May 2023, Facebook only addressed only 27% of user complaints while Instagram handled 50% of them. This low response rate was insufficient to demonstrate the customers’ true issues.
Comparing statistics from April to May, the number of individual complaints on Facebook more than quadrupled to 16,995, while on Instagram, it jumped by more than 68%. According to category-specific data made available by Meta, Facebook “addressed” up to one-tenth of user complaints alleging partial nudity or sexual activity in material.
In the instance of Instagram, the social media site responded to 50 percent of all user complaints of violations of its “content showing me in nudity/partial nudity or in a sexual act” policy.
The meta transparency report highlights the other report categories where Facebook’s response rate was less than 25%, such as user complaints about “bullying or harassment” (less than 7%), “inappropriate or abusive content” (around 8%), and fake profiles (about 48%).
In 2,325 of the 16,995 customer complaints that it received, consumers were given resources to help them fix their problems. “Of the other 14,670 reports where the specialised review was needed, we reviewed content as per our policies, and we took action on 2,299 reports in total,” Meta said in its report for Facebook.
Facebook withheld the category-by-category information about the actions made in response to 2,299 more complaints. Instagram received 16,267 user complaints, of which it took action on 6,499 occurrences, totaling 2,671 reports, after conducting a professional evaluation. Only approximately 5% of users claimed their accounts had been compromised using Instagram’s reporting function, and 5% of users said material included partial nudity or sexual behaviour.
It was close to 50%. The 2,671 reports stated in the report’s categories and any information pertaining to policies were not made public by the firm. The Complaints Commission (GAC) issued Meta two orders, and the corporation complied with both. GAC is looking into customer concerns over the social media juggernaut’s response.
According to a research, some but not even half of the user complaints about the disturbing material on the Facebook and Instagram platforms were resolved, and as a result, the complaints also climbed.
