NEW DELHI – National Consumer Helpline (NCH) has set up a dedicated system to address consumer complaints and queries following the implementation of revised Goods and Services Tax (GST) rates and exemptions, the government said on Saturday.
The initiative aligns the helpline with the Next-Gen GST Reforms 2025, approved during the 56th GST Council meeting chaired by Finance Minister Nirmala Sitharaman.
According to the Department of Consumer Affairs, a dedicated GST category has been enabled on the helpline’s Integrated Grievance Redressal Mechanism (INGRAM) portal.
Major sub-categories include automobiles, banking, consumer durables, e-commerce, fast-moving consumer goods (FMCG) and other sectors affected by revised GST charges.
Officials said the helpline’s counsellors were trained in GST-related matters during an inaugural session by the Central Board of Indirect Taxes & Customs (CBIC) on Sept 11.
A stakeholder consultation held on Sept 17 brought together e-commerce platforms, industry associations and consumer durables companies to ensure that GST rate reductions are passed on to consumers.
Data from consumer complaints under the GST category will be shared with companies, CBIC and other relevant authorities for timely action, the ministry said, adding that the initiative is expected to improve GST compliance and strengthen participatory governance.
The NCH, which operates via the toll-free number 1915 and the INGRAM portal, allows consumers to register grievances in 17 languages, including Hindi, English, Bengali, Tamil, Telugu and Assamese.
Complaints can also be filed through WhatsApp, SMS, email, the NCH mobile app, the Umang app or the web portal.
Government said that the helpline has grown into a nationwide grievance ecosystem with 1,142 convergence partners, including private companies, regulators and government agencies. Each complaint receives a unique docket number for tracking.
Technological upgrades have increased NCH’s call-handling capacity significantly, with monthly calls rising from 12,553 in December 2015 to 1,55,138 in December 2024.
Monthly complaint registrations have grown from 37,062 in 2017 to 1,70,585 in 2025, with nearly 65% now submitted through digital channels.
Officials said the helpline provides a single access point for pre-litigation grievances and will play a key role in supporting consumer awareness and fair market practices as GST reforms are implemented.
