FAQs on GST Grievance Redressal via Consumer Helpline

Press Release, Dated 24-09-2025

1. Introduction

The Government has released a set of Frequently Asked Questions (FAQs) on the mechanism for addressing GST-related grievances through the National Consumer Helpline (NCH). This initiative aims to provide a simple and accessible way for consumers to raise issues, particularly those concerning the non-receipt of GST rate change benefits. The FAQs are intended to guide citizens on how to effectively use the system and ensure that their concerns are addressed promptly.

2. Access Through Toll-Free Helpline

Consumers can register their GST-related queries or complaints by calling the dedicated toll-free number 1915. This helpline serves as a direct line for individuals to seek assistance or lodge complaints related to GST benefit pass-throughs, offering quick access without the need for technical expertise. It ensures that consumers from across the country, including those without internet access, can raise their issues conveniently.

3. WhatsApp Facility for Grievances

In addition to the toll-free number, the Government has also provided a WhatsApp facility for greater convenience. Users can send their complaints or queries to 8800001915 via WhatsApp. This feature leverages a widely used communication platform, making it easier for consumers—particularly younger, tech-savvy individuals—to engage with grievance redressal authorities in a more user-friendly manner.

4. Online Complaint Registration via INGRAM

The FAQs also highlight that grievances can be submitted through the Integrated Grievance Redressal Mechanism (INGRAM) portal. This online platform allows consumers to log complaints and track their status digitally. By offering an additional digital channel, the Government ensures that users who prefer structured online systems have a transparent and efficient way to escalate and resolve their issues.

5. Conclusion

By introducing FAQs and offering multiple modes of communication—toll-free helpline, WhatsApp, and the INGRAM portal—the Government has made the process of GST grievance redressal more accessible and transparent. These initiatives are designed to strengthen consumer confidence, ensure compliance with GST rate changes, and provide timely solutions to grievances. Overall, the framework reinforces the Government’s commitment to consumer welfare under the GST regime.

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