By Bl New Delhi

Copyright thehindubusinessline

The Department of Consumer Affairs on Thursday said that the National Consumer Helpline (NCH) has so far received 3,981 GST-related queries and grievances. It added that the complaints have been escalated to the concerned brand owners and e-commerce entities for quick action. Also about 1,992 GST-related grievances have been forwarded to the Central Board of Indirect Taxes and Customs (CBIC).The Central Consumer Protection Authority has also initiated a review of these grievances for initiating class action, wherever necessary.

“In view of the implementation of the Next-Generation GST Reforms 2025, the National Consumer Helpline (NCH) has so far received 3,981 GST-related dockets, comprising 31 per cent queries and 69 per cent grievances. The Department of Consumer Affairs, Government of India, is keeping a close watch on these dockets for their early resolution /clarification,” the statement added.

A “significant portion” of the complaints highlighted misperceptions regarding which commodities had witnessed GST reductions and which had not. “CCPA’s analysis, therefore, serves both as a clarificatory intervention and as a reaffirmation of its mandate to protect consumers from misinformation, unfair trade practices, and lack of transparency,” it added.

Meanwhile, a major share of grievances pertained to milk pricing. “ CCPA, after examining the issue, has found that fresh milk is already exempt from GST. The recent GST rate reforms have exempted UHT milk too,” the statement added.

Electronic goods purchased through e-commerce websites also emerged as a “substantial category” with regard to grievances. “Out of the total, 1,992 GST-related grievances have been forwarded to the Central Board of Indirect Taxes and Customs (CBIC) for appropriate action, while 761 grievances have been referred in real-time to the concerned companies for resolution. CCPA continues to closely monitor the handling of these complaints and will initiate further proceedings wherever violations of consumer rights are established,” the statement added.

Consumer awareness campaigns will further, disseminate accurate and easily understandable information about the specific commodities and sectors affected by GST changes.

Under the Chairpersonship of Nidhi Khare, Secretary, Department of Consumer Affairs, various consultations have been held with industries/ industry associations to pass on the benefit of reduced GST on the retail sale price (MRP) of pre-packaged commodities to the end consumers. This included sessions with multiple industry associations FICCI, ASSOCHAM, CII, RAI and CAIT which were held on September 11. Meetings have also been held with voluntary consumer organizations (VCOs) besides a roundtable conference focusing on ease of doing business.

“CCPA reiterates that it is vigilant and responsive. While misperceptions are being clarified, CCPA is equally committed to identifying genuine cases of overcharging, non-compliance, or unfair trade practices. Wherever companies are found to have deliberately misled consumers by charging higher GST, or by not passing on the benefits of tax reductions in sectors where reforms do apply, strict action will be initiated under the provisions of the Consumer Protection Act 2019 and other applicable laws,” the statement added.

Published on October 2, 2025