New Delhi : The Centre has enhanced the National Consumer Helpline (NCH) to handle GST-related queries and complaints in line with the Next-Gen GST Reforms 2025, approved during the 56th GST Council meeting. This initiative aligns with Prime Minister Narendra Modi’s vision of participatory governance and aims to empower consumers in addressing grievances effectively.
A dedicated GST category has been added on the INGRAM portal, covering key sectors such as Automobiles, Banking, Consumer Durables, E-commerce, FMCG, and more. Consumers can now lodge complaints regarding revised GST rates, charges, and exemptions effective from September 22.
To prepare for this rollout, the Central Board of Indirect Taxes & Customs (CBIC) conducted a training session for NCH counsellors on September 11. Additionally, a stakeholder consultation chaired by the Secretary of Consumer Affairs on September 17 brought together leading e-commerce platforms, industry associations, and consumer durables companies. Participants were urged to pass on the benefits of GST rate reductions to consumers.
The helpline will also share data and insights from GST-related complaints with companies, CBIC, and other authorities for timely action under relevant laws. This initiative is expected to strengthen GST compliance while promoting a consumer-driven, transparent market system.
Consumers can register grievances 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 filed through multiple channels, including the toll-free number 1915, INGRAM portal, WhatsApp, SMS, email, NCH app, web portal, and Umang app, ensuring convenience and flexibility for all users.