Consumers can now lodge GST complaints on National Consumer Helpline: Here's how

The Department of Consumer Affairs has introduced a new GST grievance redressal facility on the National Consumer Helpline (NCH), giving consumers a direct channel to report issues related to revised GST rates, billing, and exemptions.

The move comes just days before the rollout of the Next-Gen GST Reforms 2025 on September 22, approved at the 56th GST Council meeting chaired by Finance Minister Nirmala Sitharaman.

The initiative also aligns with Prime Minister Narendra Modi’s Independence Day 2025 vision of empowering consumers in the GST ecosystem.

How consumers can register complaints

Under the new system, consumers can submit GST complaints through a dedicated category on the Integrated Grievance Redressal Mechanism (INGRAM) portal. Sub-categories cover sectors such as automobiles, banking, FMCG, consumer durables, and e-commerce.

Multi-channel access: Complaints can be lodged via the toll-free number 1915, NCH app, web portal, WhatsApp, SMS, email, or the Umang app. The service is available in 17 regional languages, including Hindi, English, Tamil, Bengali, Gujarati, and Assamese. Each complaint is assigned a unique docket number for tracking. Data will be shared with companies, the Central Board of Indirect Taxes & Customs (CBIC), and other regulators to ensure timely resolution.

Ahead of the launch, CBIC officials conducted a training session on September 11 to prepare NCH counsellors for GST-related queries. On September 17, the Department held consultations with e-commerce platforms, industry associations, and consumer durables companies, urging them to pass on GST rate reductions to customers.

Strengthening compliance

The Department said the initiative will enhance GST compliance while promoting participatory governance.

“By capturing consumer complaints and sharing them with concerned authorities, the NCH will serve as a feedback loop to ensure businesses pass on tax benefits to buyers,” the ministry noted.

NCH’s growing role

The National Consumer Helpline has seen significant growth in recent years, handling over 1.7 lakh complaints per month in 2025, compared to 37,000 in 2017. Call volumes have also risen sharply from 12,553 in December 2015 to 1.55 lakh in December 2024.

With over 1,142 convergence partners — including private companies, regulators, and ombudsman offices — the platform has become a central hub for consumer grievances, with around 65% of complaints now registered digitally.

Industry experts say the addition of GST grievance redressal could help consumers flag overcharging or non-compliance in real time, making tax reforms more effective at the retail level.