Revised GST rates not implemented? Here’s how to file complaints if businesses overcharge

The revised GST rates, part of what the government calls ‘next-gen GST reforms’, came into effect from Monday, September 22, making a host of products and services cheaper.

While the government has been encouraging companies to pass on the full benefits of rate cuts to consumers, it remains to be seen how much and in what form consumers will receive these benefits.

To address the expected consumer queries and complaints, the government has enabled a dedicated complaint category on the National Consumer Helpline (NCH).

Consumers can now lodge grievances if businesses fail to pass on the benefits of revised Goods and Services Tax (GST) rates.

The Department of Consumer Affairs on Saturday said the move is in line with the reforms approved at the 56th GST Council meeting, chaired by the Union Finance Minister Nirmala Sitharaman.

With the revised GST rates and exemptions set to take effect from September 22, a new GST grievance category has been activated on the NCH’s Integrated Grievance Redressal Mechanism (INGRAM) portal.

The category covers major sub-categories, including automobiles, banking, consumer durables, e-commerce and fast-moving consumer goods (FMCG), which consumers can select to report overcharging or non-compliance with the new tax rates.

To prepare for the rollout, an inaugural training session by Central Board of Indirect Taxes & Customs (CBIC) officials was conducted on September 11 to equip NCH counsellors to handle GST-related queries and grievances effectively.

A stakeholder consultation chaired by the Consumer Affairs Secretary on September 17 urged industry representatives, including leading e-commerce platforms and consumer goods companies, to ensure the timely pass-through of GST rate cuts to customers.

The helpline will share complaint data and insights with CBIC and other authorities for appropriate action under relevant laws, the department said.

The service is available in 17 languages including Hindi and English, and every complaint is assigned a unique docket number for tracking.

The NCH currently handles over one lakh complaints per month, with nearly 65% received through online and digital modes.