New Delhi: The Department of Consumer Affairs on Saturday announced the launch of a dedicated GST grievance category on the National Consumer Helpline (NCH) to address queries and complaints related to the upcoming GST 2.0 reforms.

The NCH can be accessed through its toll-free number 1915 or online in 16 Indian languages and English, serving as a single pre-litigation point of contact for consumers across the country.

Consumers can also lodge GST-related complaints through the Integrated Grievance Redressal Mechanism (INGRAM) portal, covering key sectors such as automobiles, banking, consumer durables, e-commerce, and fast-moving consumer goods.

The Ministry of Consumer Affairs, Food & Public Distribution stated that this initiative is aimed at handling the expected rise in consumer queries and complaints following the implementation of revised GST charges, rates, and exemptions from September 22.

To prepare for this rollout, officials from the Central Board of Indirect Taxes and Customs (CBIC) conducted a training session on September 11 to equip NCH counsellors with the knowledge to address GST-related grievances efficiently.

The ministry also confirmed that complaint data and insights will be shared with affected companies, CBIC, and other authorities for timely resolution, enhanced GST compliance, and to strengthen participatory governance.

The NCH’s omni-channel grievance platform allows multiple registration options, including WhatsApp, SMS, email, the dedicated NCH app, web portal, and the Umang app. Its technological upgrade has significantly expanded its capacity, with monthly call volumes growing from 12,553 in December 2015 to 1,55,138 in December 2024, and monthly complaints increasing from 37,062 in 2017 to 1,70,585 in 2025.

Notably, 65% of grievances are now filed digitally, and each complaint is assigned a unique docket number for transparent tracking and resolution.