Consumer Affairs Dept Enables GST Grievance Redressal On National Consumer Helpline
The Department of Consumer Affairs has enabled GST grievance redressal on the National Consumer Helpline (NCH) as part of the Next-Gen GST Reforms 2025, Ministry of Consumer Affairs, Food & Public Distribution said on Saturday.
A dedicated GST category has been added on the Integrated Grievance Redressal Mechanism (INGRAM) portal to address consumer queries and complaints related to revised GST charges, rates and exemptions that come into effect from September 22, 2025. Sub-categories include automobiles, banking, consumer durables, e-commerce, FMCG and others.
Ahead of the rollout, officials from the Central Board of Indirect Taxes and Customs (CBIC) conducted a training session for NCH counsellors on September 11 to equip them to handle GST-related queries. A stakeholder consultation chaired by Secretary (Consumer Affairs) was also held on September 17 with e-commerce firms, industry associations and consumer durables companies, urging them to pass on the benefits of GST rate reductions to consumers.
The helpline will share data from GST complaints with companies, CBIC and other authorities to enable timely action. The initiative is expected to strengthen compliance and promote participatory governance by empowering consumers, the ministry added.
The NCH, accessible via toll-free number 1915 and [www.consumerhelpline.gov.in](http://www.consumerhelpline.gov.in), allows consumers to file grievances in 17 languages through multiple modes including WhatsApp, SMS, email, app and web portal. It currently receives over one lakh complaints every month and has more than 1,100 convergence partners.
NCH’s call handling has grown tenfold from 12,553 calls in December 2015 to over 1.55 lakh in December 2024. Complaint registrations have also surged, from 37,062 per month in 2017 to 1.7 lakh in 2025, with nearly 65 per cent lodged via digital channels.
