GST consumer support: INGRAM portal adds dedicated category ahead of rollout; complaints to be tracked efficiently

The ministry of consumer affairs, food & public distribution has activated a dedicated GST category on the INGRAM portal to address consumer queries and complaints related to the revised GST charges, rates, and exemptions effective from September 22, 2025.The move aligns the National Consumer Helpline (NCH) with the Next-Gen GST Reforms 2025, approved during the 56th GST Council meeting on September 3. The INGRAM portal serves as an integrated Grievance Redress Mechanism, connecting consumers, government agencies, regulators, private companies, ombudsmen, and call centres on a single platform.As per news agency ANI, the GST category on INGRAM will feature sub-categories such as Automobiles, Banking, Consumer Durables, E-commerce, FMCG, and others for registering complaints. Ahead of the launch, NCH counsellors received training from Central Board of Indirect Taxes & Customs (CBIC) officials on September 11 to handle GST-related grievances efficiently.A stakeholder consultation on September 17, chaired by the secretary of consumer affairs, involved leading e-commerce platforms, industry associations, and consumer durables companies. Participants were urged to ensure the benefits of GST rate reductions are passed on to consumers, as per ANI.The helpline will share insights from consumer complaints with companies, CBIC, and other authorities to enable timely action under relevant laws. The NCH, accessible via www.consumerhelpline.gov.in, provides pre-litigation grievance registration in 17 languages, including Hindi, English, Marathi, Tamil, Telugu, and Assamese, through toll-free number 1915, WhatsApp, SMS, email, the NCH app, web portal, and Umang app.The platform has grown significantly, now handling over 1.5 lakh calls per month and registering 1,70,585 complaints monthly in 2025, compared to just 37,062 in 2017. Around 65 per cent of complaints are now submitted digitally, reflecting consumers’ growing confidence in the system.The initiative aims to strengthen GST compliance while empowering consumers to participate actively in fair market practices.