National Consumer Helpline receives 3,981 GST 2.0 related calls; 31% are queries and 69% grievances
National Consumer Helpline receives 3,981 GST 2.0 related calls; 31% are queries and 69% grievances
In view of the implementation of the Next-Generation GST Reforms 2025, the National Consumer Helpline (NCH) has so far received 3,981 GST-related dockets, comprising 31 percent queries and 69 percent grievances. The Department of Consumer Affairs, Government of India, is keeping a close watch on these dockets for their early resolution /clarification. The grievances have been escalated to the concerned brand owners/e-commerce entities for quick action. Further, CCPA has initiated detailed review of these grievances for initiating class action, wherever necessary.
A significant portion of the complaints highlighted misperceptions regarding which commodities had witnessed GST reductions and which had not. CCPA’s analysis, therefore, serves both as a clarificatory intervention and as a reaffirmation of its mandate to protect consumers from misinformation, unfair trade practices, and lack of transparency.
A major share of grievances pertained to milk pricing. A large number of consumers approached NCH with the belief that following the GST reform, milk companies were required to reduce the prices of fresh milk. Consumers complained that milk companies were continuing to charge pre-reform prices, thereby denying them the benefit of the reduced GST rate. CCPA, after examining the issue, has found that fresh milk is already exempt from GST. The recent GST rate reforms has exempted UHT milk too.
Another substantial category of complaints related to electronic goods purchased through e-commerce websites. Consumers raised grievances that laptops, refrigerators, washing machines, and other consumer durables purchased online were still being charged at pre-reform GST rates, and that no benefit of tax reduction was being passed on to them. CCPA’s analysis revealed that GST rate was reduced from 28% to 18% on TVs, monitor, dishwashing machines, ACs as part of GST reforms. Goods such as laptops, refrigerator, washing machine etc are already at 18%.
A third cluster of grievances concerned domestic LPG cylinders. Consumers reported that the prices of LPG had not decreased following the reforms. CCPA has clarified that domestic LPG has continued at the rate of 5 percent GST with no change in the applicable GST rate on LPG for household domestic consumers. It is important to highlight that LPG pricing is influenced by multiple factors, including global crude oil trends, government subsidy policies, and distribution costs, apart from taxation.
A further set of grievances emerged in relation to petrol prices. Many consumers lodged complaints alleging that petrol prices had not fallen. CCPA has categorically clarified that petrol is outside the purview of GST. Consumers’ expectation of lower petrol prices reflects a misunderstanding of the scope of GST reforms, rather than any non-compliance by retailers or oil companies.
Out of the total, 1,992 GST-related grievances have been forwarded to the Central Board of Indirect Taxes and Customs (CBIC) for appropriate action, while 761 grievances have been referred in real-time to the concerned convergence companies for resolution. CCPA continues to closely monitor the handling of these complaints and will initiate further proceedings wherever violations of consumer rights are established.
The broader message that emerges from this first week of GST-related grievance reporting is that consumers are actively and enthusiastically participating in the grievance redressal system, which reflects both awareness and trust and trust in the institutional mechanisms created by the Department of Consumer Affairs. Consumer awareness campaigns will further, disseminate accurate and easily understandable information about the specific commodities and sectors affected by GST changes. This way any misinformation or misplaced grievances can be contained properly.
Under the Chairpersonship of Mrs. Nidhi Khare, Secretary, Department of Consumer Affairs has held various consultations with industries/ industry associations for passing on the benefit of reduces GST on the retail sale price (MRP) of pre-packaged commodities to the end consumers. These consultations included sessions with multiple industry associations FICCI, ASSOCHAM, CII, RAI and CAIT which were held on September 11, 2025. A VC meeting with voluntary consumer organizations (VCOs) was also held on September 12, 2025. On September 24, 2025, a round table conference focusing on ease of doing business was convened, bringing together industry representatives, industry associations, VCOs and State Legal Metrology Departments. Throughout these engagements, industries were urged to ensure that the benefits of reduced GST rates are passed on to end consumers.
CCPA reiterates that it is vigilant and responsive. While misperceptions are being clarified, CCPA is equally committed to identifying genuine cases of overcharging, non-compliance, or unfair trade practices. Wherever companies are found to have deliberately misled consumers by charging higher GST, or by not passing on the benefits of tax reductions in sectors where reforms do apply, strict action will be initiated under the provisions of the Consumer Protection Act 2019 and other applicable laws. The Authority remains steadfast in its mandate to ensure that the fruits of reform are transparently and fairly delivered to consumers.
The National Consumer Helpline continues to serve as the primary platform for grievance redressal in this context. Available through the toll-free number 1915, the INGRAM portal (www.consumerhelpline.gov.in), WhatsApp, SMS, the NCH app, the UMANG app, and other digital interfaces, the helpline supports grievance registration and resolution in 17 languages. Consumers are encouraged to make full use of these facilities not only for GST-related issues but for all categories of grievances relating to goods and services. Every complaint strengthens the consumer protection ecosystem and contributes to better enforcement.
The Department of Consumer Affairs acknowledges the proactive role played by consumers in highlighting concerns related to GST implementation. Clarification have been issued regarding fresh milk, electronic goods, LPG, and petrol. The Central Consumer Protection Authority assures the public that it is monitoring grievances on a real-time basis, clarifying misunderstandings, addressing genuine complaints, and standing vigilant against any attempt to exploit consumers. As the GST regime evolves, this collaborative approach between citizens and institutions will ensure that reforms achieve their intended objective of fairness, transparency, and empowerment for every Indian consumer.
The implementation of the Next-Generation GST Reforms 2025 from 22 September 2025 has marked a transformative step in India’s taxation regime, intended to simplify the tax structure, make the system more transparent, and ensure that the benefits of rationalized tax rates reach both consumers and businesses. The Department of Consumer Affairs, through the National Consumer Helpline (NCH) enabled consumers to directly register grievances and queries relating to GST on the NCH’s multi-channel grievance redressal system.
The Department of Consumer Affairs, through the National Consumer Helpline, has addressed 3,981 GST-related queries & complaints.
The CCPA is closely monitoring grievances—ensuring transparency, protecting consumers from misinformation and guaranteeing that the benefits of GST… pic.twitter.com/G1IAotyS1D