New Delhi : The Centre has enabled GST grievance redressal through the National Consumer Helpline, allowing taxpayers to raise issues and resolve complaints efficiently.
Consumers can access the National Consumer Helpline at the toll-free number 1915 or online in 16 Indian languages and English. It serves as a single pre-litigation point of access for consumers across the country to register grievances at the pre-litigation stage.
Taxpayers can also file GST-related complaints through the Integrated Grievance Redressal Mechanism (INGRAM) portal. The portal covers key sectors such as automobiles, banking, consumer durables, e-commerce, and fast-moving consumer goods. GST reforms will take effect from September 22.
To manage anticipated queries following the revised GST charges, rates, and exemptions, the Ministry of Consumer Affairs, Food & Public Distribution added a dedicated category on the INGRAM portal.
On September 11, Central Board of Indirect Taxes and Customs officials conducted an inaugural training session to equip National Consumer Helpline counsellors to handle GST-related grievances effectively.
The government will share consumer complaint data and insights with affected companies, the CBIC, and other authorities. This step aims to ensure prompt action under relevant laws, improve GST compliance, and strengthen participatory governance.
The omni-channel platform allows consumers to register complaints via WhatsApp, SMS, email, a dedicated app, web portal, and the Umang app.
The technological transformation of the National Consumer Helpline has boosted its call-handling capacity. Call volumes rose from 12,553 in December 2015 to 1,55,138 in December 2024.
Similarly, the average number of monthly complaints increased from 37,062 in 2017 to 1,70,585 in 2025. Around 65 per cent of grievances now get filed digitally. The ministry noted that each complaint receives a unique docket number, enabling transparent tracking and resolution.
–IANS
