New Delhi, Sept 20 (UNI) Consumers with complaints related to the new GST system coming into effect from September 22 can now approach the National Consumer Helpline (NCH) for assistance and resolution.
The Department of Consumer Affairs (DCA) has integrated GST-related grievance redressal within NCH, introducing a dedicated GST category on the Integrated Grievance Redressal Mechanism (INGRAM) portal covering key sectors such as automobiles, banking, consumer durables, e-commerce, and FMCG and others, said an official from the DCA.
The move forms part of the Next-Gen GST Reforms 2025, following directives from the 56th GST Council meeting chaired by the union Finance Minister Nirmala Sitharaman.
The National Consumer Helpline (www.consumerhelpline.gov.in) will share consumer complaint data with companies concerned, CBIC, and authorities to facilitate timely action under relevant laws, aiming to strengthen GST compliance and promote participatory governance, as per the official.
The NCH provides a single-window platform for consumers nationwide to register grievances at the pre-litigation stage in 17 languages, including Hindi, English, Kashmiri, Punjabi, Nepali, Gujarati, Marathi, Kannada, Telugu, Tamil, Malayalam, Maithili, Santhali, Bengali, Odia, Assamese, and Manipuri. Complaints can be lodged via the toll-free number 1915 or through digital channels such as WhatsApp, SMS, email, the NCH app, web portal, and Umang app.
To equip NCH counsellors to handle GST-related complaints effectively, officials from the Central Board of Indirect Taxes & Customs (CBIC) conducted a training session with them ahead of the launch of the new GST system.
A stakeholder consultation was also held recently under the chairpersonship of the Secretary of Consumer Affairs, with participation from leading e-commerce platforms, industry bodies, and consumer durable manufacturers, emphasizing the need to pass on GST rate reduction benefits to consumers, said the official.
The helpline’s call volume has grown from 12,553 in December 2015 to 1,55,138 in December 2024. Monthly complaint registrations have also surged from 37,062 in 2017 to over 1,70,000 in 2025, with nearly 65% of grievances filed through digital modes.
