By Bl New Delhi
Copyright thehindubusinessline
The Department of Consumer Affairs on Saturday said it has taken measures to align National Consumer Helpline (NCH) to handle consumer queries and complaints regarding the new GST regime that comes into effect September 22. This helpline will also share data and insights generated from consumer complaints under this sector with the Central Board of Indirect Taxes & Customs (CBIC) and other concerned companies and authorities to enable timely action under relevant laws.
“To address the expected consumer queries and complaints on NCH following the implementation of revised GST charges, a dedicated category has been enabled on the INGRAM portal. This category features major sub-categories including automobiles, banking, consumer durables, e-commerce, FMCG and others wherein GST related complaints will be registered,” it stated.
A training session by CBIC officials was conducted on to equip NCH counsellors to handle GST related queries and grievances effectively.
In a recent stakeholder meeting, DoCA urged companies to pass on the benefits of GST rate reductions on specified goods and services to consumers.
The Ministry said these steps are expected to strengthen GST compliance and promote a participatory governance model by empowering consumers to become active stakeholders in fair market practices.
Consumers can now lodge their complaints in 17 languages via toll-free number 1915 or through the Integrated Grievance Redressal Mechanism (INGRAM).
NCH has grown into a robust ecosystem collaborating with 1,142 convergence partners till date comprising private companies, regulators, ombudsman and government agencies, thereby enabling centralized and faster grievance resolution. The average number of complaints registered per month has surged from 37,062 in 2017 to 1,70,585 in 2025.
Published on September 20, 2025
