Monday, September 22, 2025

Modi Government’s GST 2.0 Rate Cut: How Consumers Can Report Complaints via the National Consumer Helpline

Modi Government’s GST 2.0 Rate Cut: How Consumers Can Report Complaints via the National Consumer Helpline



The Modi government’s GST 2.0 rate cuts, effective today, mark a significant relief for Indian consumers. By rationalizing GST rates and exempting several items, these reforms reduce the tax burden on households and make essential goods and services more affordable.

While this move is highly commendable, practical challenges remain. Consumers may encounter incorrect billing, delayed application of new rates, or confusion regarding exemptions. To support citizens, the Ministry of Consumer Affairs has strengthened the National Consumer Helpline (NCH), making it easier than ever to handle GST-related grievances.

This blog explains how consumers can report GST complaints and safeguard their rights.

What is the National Consumer Helpline (NCH)?

The NCH is an initiative of the Department of Consumer Affairs. It provides a platform for consumers to:

  • Register complaints related to goods and services.

  • Seek advice on consumer rights.

  • Track grievance resolutions via the Integrated Grievance Redress Mechanism (INGRAM) portal.

With GST reforms in mind, the portal now features a dedicated GST category, enabling complaints related to incorrect GST rates, billing discrepancies, or delayed application of rate cuts to be lodged and tracked efficiently.

Common Complaints Related to GST 2.0 Rate Cuts

Consumers may face the following issues even after the rate cuts:

  1. Incorrect GST Rates Charged – Old GST rates may still appear on invoices.

  2. Delayed Implementation – Billing software or POS systems may take time to update.

  3. Misinformation About GST – Sellers may incorrectly claim exemptions or state that the rate cut doesn’t apply.

  4. Inconsistent Billing – Same products may show different GST rates online and offline.

  5. Refund or Rebate Issues – Delays or denials for excess GST paid.

  6. Service GST Rate Compliance – Restaurants, transportation, or subscriptions may still be charged at old rates.

  7. Non-Compliance by E-Commerce Platforms – Marketplaces may not update rates across all sellers.

  8. Hidden Charges or Bundled Products – Reduced GST items bundled with non-reduced items can lead to overcharging.

Anti-Profiteering Provisions and Current GST Rate Cuts

India’s anti-profiteering provisions under Section 171 of the CGST Act require businesses to pass on benefits of GST rate reductions or input tax credits to consumers, enforced by the National Anti-Profiteering Authority (NAA).

However, as noted in Lexology, the NAA’s mandate is currently inactive, and there is no active mechanism to enforce anti-profiteering for the broad GST 2.0 rate cuts. This means businesses are not automatically compelled to lower prices immediately, making it important for consumers to check invoices and monitor billing carefully.

How to Report GST Complaints

1. Online Registration via INGRAM Portal

  1. Visit the NCH INGRAM Portal.

  2. Register with your email and mobile number.

  3. Navigate to “Register Grievance” and select GST.

  4. Provide details and attach supporting documents (bills, receipts).

  5. Submit and note the reference number for tracking.

2. Toll-Free Helpline Numbers

Numbers: 1800-11-4000 | 1915
Availability: Daily, 8:00 AM – 8:00 PM (except national holidays).

Steps:

  1. Call and follow prompts for GST grievance support.

  2. Provide details and relevant documents.

  3. Receive a reference number to track your complaint.

3. GST Self-Service Portal

  1. Visit the GST Self-Service Portal.

  2. Enter keywords related to your issue (e.g., “Refund,” “Payments”).

  3. If FAQs do not resolve the issue, select “No, I want to lodge my complaint.”

  4. Fill in details and submit.

  5. Receive a reference number for tracking.

Tips for Filing GST Complaints

  • Keep Documents Ready – invoices, receipts, and proofs of payment.

  • Be Specific – include dates, GSTIN of vendor, and issue details.

  • Track Complaints – use reference numbers to monitor progress.

  • Follow Updates – check email or SMS notifications from NCH.

Why Reporting GST Complaints Matters

Even with GST 2.0 rate cuts, overcharging or billing errors may occur due to inactive anti-profiteering enforcement. Reporting discrepancies ensures:

  • Accountability of businesses.

  • Faster resolution of disputes.

  • Awareness of consumer rights under GST law.

Conclusion

The GST 2.0 rate cuts provide much-needed relief for Indian consumers. While the anti-profiteering mechanism is currently inactive, the National Consumer Helpline offers a practical avenue to report billing discrepancies and protect consumer interests. Vigilance and proactive reporting can ensure that the benefits of these reforms reach everyone.

References:

Hashtags:
#GST #ConsumerRights #GrievanceRedressal #NCH #TaxComplaints #IndiaConsumerLaw #GST2_0

Author:
Amarjeet Singh
Advocate & Founder, PRAN
Chamber No. 536, Patiala House Court, New Delhi (India)
Email: publicrightaction@gmail.com | Mob: +91-9829015812
LinkedIn: Amarjeet Panghal

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