NCH Receives 3,981 Complaints Since GST 2.0 Roll Out

• 03 Oct 2025
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Since Next Generation GST Reforms 2025 implementation, the National Consumer Helpline (NCH) has received a total of 3,981 GST-related dockets. These consist of 31% queries and 69% grievances. The Department of Consumer Affairs, Government of India, is closely monitoring these dockets to ensure their prompt resolution and clarification. 

The grievances have been forwarded to the relevant brand owners and e-commerce entities for quick action. Further, the CCPA has initiated a detailed review of these grievances to initiate class action where deemed necessary.

Mispercepting regarding which commodities had seen GST reduction and which had not were highlighted by a large portion of the complaints. The analysis of CCPA, therefore, serves as a clarificatory intervention as well as a reaffirmation of its mandate to protect consumers for misinformation, lack of transparency and unethical trade practices.

A large no. of grievances were related to the price of milk. A significant no. of consumers approached NCH with the notion that after the reform, milk companies were supposed to reduce fresh milk prices. They complained that milk companies were still charging pre-reform prices. After examining the issue, CCPA learnt that fresh milk is already GST exempt. 

Another substantial category of complaints was related to electronic goods bought via e-commerce websites. Grievances were raised by consumers related to laptop, washing machines, refrigerators and other consumer durables bought online. They mentioned that these goods were still being charged at pre-reform GST rates and that no benefit of tax reduction was being given to them. 

Analysis by CCPA had revealed that the GST rate was reduced from 28% to 18% on monitors, televisions, dishwashing machines and ACs as part of GST 2.0. However, washing machines, laptops and refrigerators were already subject to 18% GST.

Another cluster of grievances pertained to domestic LPG cylinders. It was reported by consumers that LPG prices had not decreased despite the reforms. It was then clarified by CCPA that domestic LPG continues at 5% GST rate with no change in applicable GST rate on LPG for household domestic consumers. LPG pricing is influenced by numerous factors like global crude oil trends, government subsidy policies and distribution costs, apart from taxation.

1,992 GST-related grievances have been forwarded to the Central Board of Indirect Taxes and Customs (CBIC) for appropriate action. 761 grievances have been referred in real-time to the relevant convergence companies for resolution. The Central Consumer Protection Authority continues to keep an eye on the handling of these complaints and will initiate further proceedings wherever violations of consumer rights are identified. 

The key learning from the first week of GST-related grievance reporting is that consumers are actively and enthusiastically participating in the grievance redressal system. This shows both awareness and trust in the institutional mechanisms established by the Department of Consumer Affairs. 

To increase the awareness of consumers, campaigns will be held to disseminate accurate as well as easily understandable information about specific commodities and sectors that have been affected by changes in GST. This approach will help contain any misinformation and address misplaced grievances effectively.

The Next Gen GST Reforms 2025 implementation from 22 September 2025 has been a transformative step in tax regime of India. It is aimed at simplifying tax structure, creating more transparency in the tax system and making sure that both consumers and businesses avail benefits of rationalized tax rates.

Through the National Consumer Helpline (NCH), the Department of Consumer Affairs has enabled consumers to register their grievances and queries related to GST directly via NCH’s multi-channel grievance redressal mechanism.

Source: Press Information Bureau (PIB)