The Department of Consumer Affairs has introduced GST grievance redressal through the National Consumer Helpline (NCH) under the Next-Gen GST Reforms 2025, the Ministry of Consumer Affairs, Food & Public Distribution announced on Saturday.
A dedicated GST category has been added to the Integrated Grievance Redressal Mechanism (INGRAM) portal to address consumer queries and complaints regarding revised GST rates, charges, and exemptions effective from September 22, 2025. Sub-categories cover sectors such as automobiles, banking, consumer durables, e-commerce, FMCG, and more.
Ahead of the launch, Central Board of Indirect Taxes and Customs (CBIC) officials trained NCH counsellors on September 11 to handle GST-related queries effectively. Additionally, a stakeholder consultation chaired by the Secretary of Consumer Affairs was held on September 17 with e-commerce companies, industry associations, and consumer durables firms, urging them to pass on the benefits of GST rate reductions to consumers.
The helpline will share complaint data with companies, CBIC, and other authorities to enable prompt action. The initiative aims to enhance compliance and promote participatory governance by empowering consumers, the ministry said.
Accessible via toll-free number 1915 and www.consumerhelpline.gov.in, NCH allows consumers to lodge grievances in 17 languages through multiple channels including WhatsApp, SMS, email, app, and web portal. The helpline currently handles over 1 lakh complaints monthly and collaborates with more than 1,100 convergence partners.
NCH’s call volume has increased tenfold, from 12,553 calls in December 2015 to over 1.55 lakh in December 2024. Monthly complaint registrations have also risen sharply, from 37,062 in 2017 to 1.7 lakh in 2025, with nearly 65% submitted via digital channels.
