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New Delhi, Sept. 20, 2025 — Consumers can now directly report any instance where shopkeepers fail to pass on reduced GST rates. The National Consumer Helpline (NCH) has been integrated with Next-Gen GST Reforms 2025, a move aligned with the 56th GST Council meeting decisions and Prime Minister Narendra Modi’s Independence Day 2025 vision.
New Complaint Categories and Platforms
Following the implementation of new GST charges, rates, and exemptions on September 22, 2025, a dedicated complaint category was added to the INGRAM portal. This includes sub-categories covering automobiles, banking, consumer durables, e-commerce, FMCG, and more. Consumers can now lodge GST-related complaints directly through these platforms.
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On September 11, 2025, CBIC officials conducted training sessions for NCH counsellors to handle GST complaints and inquiries effectively.
Directives for Companies to Pass Benefits to Consumers
On September 17, 2025, a meeting chaired by the Secretary of Consumer Affairs brought together major e-commerce companies, industry bodies, and consumer durables firms. Companies were explicitly instructed to ensure that GST rate reductions reach the end consumers.
How to Register a Complaint
Consumers can now file complaints via www.consumerhelpline.gov.in, the 1915 toll-free number, or the INGRAM portal, available in 17 languages. Digital channels, including WhatsApp, SMS, email, the NCH app, web portal, and Umang app, also support complaint registration.
Rapidly Growing Trust
The reach of NCH has expanded steadily. In December 2015, the helpline received 12,553 calls. By December 2024, this number had risen to 1,55,138. Monthly complaints averaged 37,062 in 2017, increasing to 1,70,585 per month in 2025. Nearly 65 per cent of complaints are now filed through digital channels.
Administrative and Policy Impact
Data collected through NCH will be shared with CBIC and relevant companies to ensure timely legal action. This initiative is expected to strengthen GST compliance and promote a participatory governance model with active consumer involvement.
For consumers, this step represents a significant move to safeguard their rights and enhance financial transparency.
