How Does the Centre Address GST Grievances on the National Consumer Helpline?
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Synopsis
In a move to streamline GST complaint resolution, the Centre has introduced a dedicated grievance category on the National Consumer Helpline, ensuring consumers have a robust platform for their GST-related concerns. This initiative comes ahead of the GST reforms set to take effect soon.
Key Takeaways
- The Department of Consumer Affairs has launched a GST grievance category on the National Consumer Helpline.
- The helpline is accessible in 16 languages and English.
- Complaints can be registered through multiple channels, including the INGRAM portal.
- Upcoming GST reforms will be implemented on September 22.
- Digital complaint registration has significantly increased.
New Delhi, Sep 20 (NationPress) On Saturday, the Department of Consumer Affairs unveiled a specific category for GST grievances on the National Consumer Helpline. This initiative aims to tackle questions and complaints arising from the GST 2.0 reforms.
Consumers can reach the National Consumer Helpline at the toll-free number 1915 or access it online in 16 Indian languages plus English. It serves as a centralized pre-litigation resource for individuals nationwide to file grievances before any legal action.
Additionally, GST-related complaints can be lodged through the Integrated Grievance Redressal Mechanism (INGRAM) portal, which encompasses essential sectors like automobiles, banking, consumer goods, e-commerce, and fast-moving consumer items. The new GST reforms are set to take effect on September 22.
In anticipation of an increase in consumer inquiries and complaints to the National Consumer Helpline after the revised GST rates and exemptions are implemented, a specific category has been established on the INGRAM portal, according to the Ministry of Consumer Affairs, Food & Public Distribution.
On September 11, officials from the Central Board of Indirect Taxes and Customs held a training session to prepare helpline counsellors to effectively manage GST-related inquiries and complaints.
The Ministry stated that data and insights from consumer complaints will be shared with the relevant companies, the CBIC, and other authorities to ensure timely action under applicable laws, improve GST compliance, and foster a participatory governance model.
The omni-channel platform allows for various registration methods, including WhatsApp, SMS, email, a dedicated app, web portal, and the Umang app.
The technological advancement of the National Consumer Helpline has greatly enhanced its call-handling capabilities. Call volumes have jumped from 12,553 in December 2015 to 155,138 in December 2024.
Furthermore, the average monthly complaints have increased from 37,062 in 2017 to 170,585 in 2025.
Currently, approximately 65% of grievances are filed digitally. Each complaint is assigned a unique docket number for transparent tracking and resolution, noted the ministry.
Point of View
I believe that this initiative by the Department of Consumer Affairs is a vital move towards enhancing consumer trust and satisfaction. With the introduction of a dedicated GST grievance category on the National Consumer Helpline, the government is demonstrating its commitment to addressing consumer needs. This proactive approach not only signifies improved governance but also empowers consumers with the necessary resources to voice their concerns.
NationPress
20/09/2025
Frequently Asked Questions
What is the purpose of the new GST grievance category?
The new GST grievance category is designed to help consumers address their queries and complaints related to the GST 2.0 reforms effectively.
How can consumers access the National Consumer Helpline?
Consumers can access the National Consumer Helpline by calling the toll-free number 1915 or online in 16 Indian languages and English.
What are the sectors covered by the INGRAM portal?
The INGRAM portal covers key sectors such as automobiles, banking, consumer durables, e-commerce, and fast-moving consumer goods.
When will the new GST reforms take effect?
The new GST reforms will take effect from September 22.
How has the complaint registration process changed?
Approximately 65% of grievances are now filed digitally, with each complaint assigned a unique docket number for tracking.
