New Delhi: The Department of Consumer Affairs on Saturday launched a dedicated GST grievance category on the National Consumer Helpline to address queries and complaints related to the GST 2.0 reforms.
The National Consumer Helpline can be accessed via the toll-free number 1915 or online in 16 Indian languages and English. It functions as a single pre-litigation point of access for consumers across the country to register grievances at the pre-litigation stage.
Consumers can also register GST-related complaints through the Integrated Grievance Redressal Mechanism (INGRAM) portal. This portal covers key sectors such as automobiles, banking, consumer durables, e-commerce, and fast-moving consumer goods.
The new GST reforms are set to take effect from September 22. To address the expected consumer queries and complaints following the implementation of revised GST charges, rates, and exemptions, a dedicated category has been enabled on the INGRAM portal, the Ministry of Consumer Affairs, Food & Public Distribution said.
On September 11, officials from the Central Board of Indirect Taxes and Customs (CBIC) conducted an inaugural training session to equip National Consumer Helpline counsellors to handle GST-related queries and grievances effectively.
The Ministry highlighted that consumer complaint data and insights will be shared with affected companies, the CBIC, and other authorities. This collaborative approach aims to enable prompt action under relevant laws, enhance GST compliance, and support a participatory governance model.
The National Consumer Helpline’s omni-channel platform supports multiple registration modes, including WhatsApp, SMS, email, a dedicated app, web portal, and the Umang app, the ministry added.
Significant technological upgrades have boosted the helpline’s call-handling capacity. Call volumes increased from 12,553 in December 2015 to 1,55,138 in December 2024. Similarly, the average number of complaints registered per month rose from 37,062 in 2017 to 1,70,585 in 2025, with around 65% of grievances now filed digitally.
Each complaint is assigned a unique docket number to ensure transparent tracking and resolution, the ministry noted.
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