New Delhi: The Department of Consumer Affairs has announced the integration of GST-related grievance redressal into the National Consumer Helpline (NCH), aligning the platform with the Next-Gen GST Reforms 2025. The move follows the 56th GST Council meeting chaired by the Union Finance Minister and is in line with the Prime Minister’s Independence Day 2025 visionPIB2168881.
The NCH has now introduced a dedicated GST category on the INGRAM portal, enabling consumers to register complaints on revised GST charges, exemptions, and rates coming into effect on September 22, 2025. Sub-categories cover sectors such as automobiles, banking, consumer durables, e-commerce, and FMCG, ensuring comprehensive coverage.
To prepare for this rollout, officials of the Central Board of Indirect Taxes & Customs (CBIC) conducted a training session for NCH counsellors on September 11, 2025. A stakeholder consultation chaired by the Secretary (Consumer Affairs) on September 17 brought together representatives from e-commerce platforms, industry associations, and consumer durable companies. Businesses were urged to ensure that GST rate reductions on specified goods and services are passed on to consumers.
Beyond complaint registration, the helpline will share data-driven insights with companies, CBIC, and relevant authorities for timely corrective action. This step is expected to strengthen GST compliance while promoting a participatory governance model, making consumers active stakeholders in fair market practices.
The NCH already provides grievance redressal in 17 languages and is accessible via toll-free number 1915, WhatsApp, SMS, email, mobile app, web portal, and Umang app. With over 1.7 lakh complaints registered monthly in 2025, the helpline has become a robust ecosystem supported by 1,142 convergence partners, including regulators, ombudsman bodies, and companies.
The platform has witnessed remarkable growth: call volumes surged from 12,553 in December 2015 to over 1.55 lakh in December 2024, with 65% of complaints now coming through digital modes. The addition of a GST grievance mechanism is being hailed as a landmark step in consumer empowerment under the new tax regime.
