Centre has come up with a dedicated category on the Integrated Grievance Redressal Mechanism (Ingram) portal, which features major sub-categories
Aimed at addressing the expected consumer queries and complaints following the implementation of revised Goods and Services Tax (GST) charges, rates and exemptions, the Centre has enabled GST grievance redressal on National Consumer Helpline (NCH).
As the new GST rates will become effective from 22 September 2025, a dedicated category has been enabled on the Integrated Grievance Redressal Mechanism (Ingram) portal. This category features major sub-categories including automobiles, banking, consumer durables, ecommerce, fast-moving consumer goods (FMCG) and others wherein GST related complaints will be registered.
In preparation for this initiative, an inaugural training session by Central Board of Indirect Taxes and Customs (CBIC) officials was conducted on 11 September 2025 to equip NCH counsellors to handle GST related queries and grievances effectively. Recently, a stakeholder consultation meeting was convened under the chairpersonship of Secretary (Consumer Affairs) on 17 September 2025 with participation from leading ecommerce platforms, representatives of industry associations and consumer durables companies.
The helpline will also share data and insights generated from consumer complaints under this sector with concerned companies, CBIC and other concerned authorities to enable timely action under relevant laws. This initiative is expected to strengthen GST compliance and promote a participatory governance model by empowering consumers to become active stakeholders in fair market practices.
Over the years, NCH has grown into a robust ecosystem collaborating with 1,142 convergence partners till date comprising private companies, regulators, ombudsman and government agencies. Each complaint is assigned a unique docket number for transparent tracking and resolution, the ministry of consumer affairs noted in a statement.
The number of calls received by NCH has grown more than tenfold from 12,553 in December 2015 to 1,55,138 in December 2024. Similarly, the average number of complaints registered per month has surged from 37,062 in 2017 to 1,70,585 in 2025.
