GST 2.0: Why milk, electronics, LPG and petrol emerged as top grievances on consumer helpline

The National Consumer Helpline (NCH) has received 3,981 calls related to the recently implemented GST 2.0 reforms, of which 69% were grievances and the rest queries, according to the Ministry of Consumer Affairs.

A major share of complaints pertained to milk prices, followed by electronic goods, domestic LPG and petrol, the ministry said in a statement on Thursday.

Of the total dockets received, 1,992 GST-related grievances have been forwarded to the Central Board of Indirect Taxes and Customs (CBIC) for further action, while 761 complaints have been referred to companies for resolution.

The Central Consumer Protection Authority (CCPA), which is reviewing the grievances, said several complaints were based on misperceptions about GST rates.

Fresh milk, which was already exempt from GST, and UHT milk, which has now also been exempted, were at the centre of consumer complaints alleging that companies had not passed on tax benefits.

Consumers also alleged overcharging on items like laptops and refrigerators purchased through e-commerce sites.

The CCPA clarified that while GST on TVs, monitors, air-conditioners and dishwashers was reduced from 28% to 18%, products such as laptops, refrigerators and washing machines were already at 18%.

Similarly, complaints about LPG price hikes were clarified as being unrelated to GST changes. Domestic LPG continues to attract 5% GST, and its pricing is influenced by global crude trends and subsidy policies, the ministry noted.

A number of consumers also expected petrol prices to fall post-reforms. However, the CCPA pointed out that petrol is outside the purview of GST.

“Consumers’ expectation of lower petrol prices reflects a misunderstanding of the scope of GST reforms, rather than any non-compliance by retailers or oil companies,” the statement said.

The ministry said that under Secretary Nidhi Khare, consultations have been held with industry bodies including FICCI, CII, Assocham, RAI and CAIT to ensure companies pass on GST benefits to consumers. Voluntary consumer organisations and state legal metrology departments have also been engaged.

The CCPA assured that it is monitoring grievances on a real-time basis, clarifying misunderstandings, addressing genuine complaints, and standing vigilant against any attempt to exploit consumers.