Key Highlights
- The MoU: PhonePe and the Digital Publisher Content Grievances Council (DPCGC) have signed a partnership.
- The rule: OTT platforms must be members of a recognised self-regulatory body for grievance redressal under India’s IT Rules, 2021.
- The checkpoint: PhonePe makes this membership mandatory for OTT merchants joining its payment gateway.
- The help: The partnership will educate OTT platforms and make SRO certification easier through DPCGC.
PhonePe has partnered with the Digital Publisher Content Grievances Council (DPCGC), a self-regulatory body under the Internet and Mobile Association of India (IAMAI), to push OTT platforms towards regulatory compliance.
Under Indian rules, OTT platforms, formally called Publishers of Online Curated Content, must be members of a recognised self-regulatory organisation (SRO) to handle viewer complaints. PhonePe already makes this membership a mandatory condition for OTT merchants joining its payment gateway. The new MoU will help these platforms understand the rules and get certified through DPCGC.
How OTT Regulation Works in India
Under the IT Rules, 2021, complaints about OTT content are handled through a three-level system:
| Level | Who handles complaints |
|---|---|
| Level I | The OTT platform itself |
| Level II | A self-regulatory body, such as DPCGC |
| Level III | Oversight by the Ministry of Information and Broadcasting |
DPCGC is a Level II body registered with the Ministry of Information and Broadcasting.
Why It Matters: Payments as a Gatekeeper
India now has many small and regional OTT apps, and not all of them follow content and grievance rules. The government has in recent years blocked several OTT apps over objectionable content.
Since most OTT platforms earn through subscriptions, they depend on payment gateways. By making SRO membership a condition for using its gateway, PhonePe is turning payments into a compliance checkpoint. If other payment companies follow, it could push more small platforms into the formal grievance system, which ultimately benefits viewers.
What They Said
“This collaboration between DPCGC and PhonePe will foster greater alignment and adherence to the Code of Ethics, expanding the reach of self-regulation and strengthening its benefits for both the industry and its users,” said Dr Subho Ray, President of IAMAI.
Deep Agrawal, Head of Payments at PhonePe, said the partnership will help educate OTT platforms and drive “higher awareness about customer grievance redressal.”
Have a Complaint About OTT Content?
- First, raise it with the OTT platform’s own grievance officer, whose details should be on the app or website.
- If you are not satisfied, escalate it to the self-regulatory body the platform belongs to, such as DPCGC.
- Further concerns can be raised with the Ministry of Information and Broadcasting.
The Bottom Line
By linking payments to compliance, PhonePe and DPCGC are adding a new layer of accountability to India’s fast-growing OTT market, and potentially making it easier for viewers’ complaints to be heard.
With inputs from IANS.