The National Consumer Helpline (NCH) has received 3,981 calls related to the rollout of the government’s Next-Generation Goods and Services Tax (GST) Reforms 2025, according to data from the Department of Consumer Affairs released on 2 October.
Of these, 31 percent were queries and 69 percent grievances. The ministry said it is monitoring the cases, with many already forwarded to relevant agencies for action.
A majority of grievances were linked to milk prices, followed by electronic goods, domestic LPG cylinders and petrol. Out of the total, 1,992 complaints have been referred to the Central Board of Indirect Taxes and Customs (CBIC) for action, while 761 were sent to companies directly through the helpline’s convergence system.
The Central Consumer Protection Authority (CCPA), which reviewed the complaints, said several consumers mistakenly believed GST changes required a price cut in fresh milk. It clarified that both fresh and ultra-high temperature (UHT) milk are exempt from GST.
Misunderstandings about GST rates drive most complaints
Consumers also reported that electronics such as laptops, refrigerators and washing machines were still being sold at pre-reform prices. The CCPA said GST on televisions, monitors, dishwashers and air conditioners had been reduced from 28% to 18% under the reform, while most other home appliances were already at 18%.
In the case of LPG, the CCPA said domestic cylinders continue to attract 5% GST and that prices depend on global crude costs and subsidies, not solely on tax rates.
Several complaints about petrol prices were found to be based on a misunderstanding, the authority said, adding that petrol remains outside the GST framework.
Ministry holds consultations with industry bodies
The consumer affairs department said the high number of calls reflects active engagement from the public following the reform’s introduction on 22 September. It said it plans further information campaigns to explain how tax changes affect specific goods and services.
Officials, led by Nidhi Khare, Secretary of the Department of Consumer Affairs, held meetings in September with industry groups including FICCI, ASSOCHAM, CII, RAI and CAIT to discuss price pass-throughs to consumers. Voluntary consumer organisations and state legal metrology departments also took part.
CCPA to act on non-compliance cases
The CCPA said it will take action against companies found to be overcharging or failing to pass on GST reductions, citing provisions of the Consumer Protection Act, 2019.
Consumers can report grievances through helpline number 1915, the INGRAM portal, WhatsApp, SMS, or the NCH and UMANG mobile apps. The helpline supports 17 Indian languages.
The ministry said it continues to monitor GST-related complaints in real time. The reforms are intended to simplify the tax system and make pricing more transparent for consumers and businesses.
