In September 2026, eight major Indian OTT platforms collectively reported 848 user grievances under the IT Rules, 2021 framework. Amazon Prime Video alone accounted for nearly 68% of these complaints, though its disclosure raised questions due to unclassified grievance disposals and unclear reporting details.
- Amazon Prime Video received 578 of the total 848 grievances in September.
- Prime Video left four grievance disposals unclassified and did not identify authority directives.
- Platforms’ reporting formats vary widely, complicating cross-platform comparisons of complaint handling.
What happened
In September 2026, eight Indian OTT platforms reported a total of 848 grievances submitted by users. Amazon Prime Video accounted for the bulk of complaints, receiving 578 grievances, which is nearly 68% of the total. Other streaming services such as Sun NXT, SonyLIV, Netflix, and Apple reported fewer complaints ranging from 40 to 92. Platforms like ShemarooMe, JioHotstar, and ETV Win reported minimal to no grievances for the month.
Prime Video’s report showed discrepancies as it disposed 586 grievances but only classified 582, leaving four unresolved from a classification standpoint. The report also documented receipt and compliance with four orders or advisories without specifying the issuing authorities. Meanwhile, other platforms displayed varied reporting formats and classification criteria, making it challenging to draw uniform conclusions about grievance resolution.
Why it matters
The quarterly disclosure of grievance reports under India's IT Rules, 2021 mandates greater accountability for OTT platforms in handling user complaints. However, the lack of independent audits and inconsistent reporting standards among platforms limits the assessment of how effectively grievances are managed. Prime Video’s unclear classification and unexplained unclassified disposals expose gaps in transparency crucial for consumer trust.
Moreover, platforms differ in how they report complaints related to the prescribed Code of Ethics, with some aggregating all grievances without clear classification while others specify acceptance or rejection of complaints. This inconsistency hinders regulators, consumers, and industry stakeholders from evaluating grievance trends, response quality, or compliance with content norms.
What to watch next
Monitoring future grievance disclosures will be important to see whether platforms improve reporting transparency and resolve classification issues. Regulatory oversight or self-regulatory frameworks might introduce standardized formats or audits to enhance data reliability. The continuation of interim judicial stays on key IT Rules complicates enforcement and may impact the evolution of grievance standards.
Additionally, tracking the impact of grievance resolution on user satisfaction and content moderation effectiveness remains critical. Stakeholders should watch for how platforms address pending grievances, clarify authority directives, and share timely updates to ensure compliance with evolving regulatory expectations in the Indian OTT market.