Government Launches GST Query Desk on INGRAM Portal: A Step Towards Efficient Grievance Redressal

The government has launched a dedicated GST Query Desk on the INGRAM portal to address consumer grievances related to revised GST rates and exemptions. Learn how this initiative enhances transparency and supports consumer rights.

In a significant move to streamline the grievance redressal mechanism for Goods and Services Tax (GST) issues, the Ministry of Consumer Affairs, Food & Public Distribution has activated a dedicated GST category on the Integrated Grievance Redressal Mechanism (INGRAM) portal. This initiative aims to address consumer queries and complaints related to the revised GST rates, charges, and exemptions set to take effect from September 22, 2025.

What is the INGRAM Portal?

The INGRAM portal serves as a centralized platform for consumers to register and track their grievances. It connects various stakeholders, including consumers, government agencies, regulators, private companies, ombudsmen, and call centers, facilitating efficient resolution of issues. The portal supports multiple channels for grievance registration, ensuring accessibility for all consumers.

Features of the GST Query Desk

The newly introduced GST Query Desk on the INGRAM portal comes with several key features:

• Dedicated GST Category: A specific section for GST-related complaints, making it easier for consumers to lodge issues concerning revised GST rates and exemptions.
• Sector-Specific Sub-Categories: The GST category includes sub-categories such as Automobiles, Banking, Consumer Durables, E-commerce, FMCG, and others, allowing consumers to register complaints in the relevant sector.
• Multi-Language Support: Consumers can lodge complaints in 17 languages, ensuring inclusivity and accessibility.
• Multiple Registration Channels: Grievances can be registered via WhatsApp, SMS, email, the NCH app, the web portal, and the Umang app, providing flexibility to users.
• Unique Docket Numbers: Each complaint is assigned a unique docket number for transparent tracking and resolution.

Training and Capacity Building

To ensure effective handling of GST-related grievances, the Central Board of Indirect Taxes and Customs (CBIC) conducted an inaugural training session for National Consumer Helpline (NCH) counselors on September 11, 2025. This training equipped counselors with the necessary knowledge to address GST-related issues efficiently.

Stakeholder Engagement

Ahead of the rollout, a stakeholder consultation meeting was held on September 17, 2025, chaired by the Secretary of Consumer Affairs. The meeting involved leading e-commerce platforms, industry associations, and consumer durables companies. Participants were urged to ensure that the benefits of GST rate reductions are passed on to consumers transparently.

Benefits of the GST Query Desk

The launch of the GST Query Desk offers several benefits:

• Enhanced Consumer Support: Provides a dedicated platform for consumers to address GST-related issues, ensuring timely resolution.
• Improved Transparency: The tracking system allows consumers to monitor the status of their complaints, fostering trust in the grievance redressal process.
• Efficient Grievance Handling: The sector-specific sub-categories and multi-channel support streamline the complaint registration and resolution process.
• Increased Accessibility: Multi-language support and various registration channels make the platform accessible to a broader audience.

Conclusion

The activation of the GST Query Desk on the INGRAM portal marks a significant step towards enhancing consumer rights and ensuring transparency in the implementation of revised GST rates and exemptions. By providing a dedicated platform for grievance redressal, the government aims to address consumer concerns efficiently and uphold the principles of participatory governance.

FAQs (Frequently Asked Questions)

Q1: What is the INGRAM portal?
A1: The INGRAM portal is an integrated grievance redressal mechanism that connects consumers with various stakeholders to address and resolve grievances efficiently.

Q2: How can I register a GST-related complaint?
A2: You can register a complaint through the INGRAM portal via WhatsApp, SMS, email, the NCH app, the web portal, or the Umang app.

Q3: In which languages can I lodge a complaint?
A3: Complaints can be lodged in 17 languages, ensuring accessibility for a diverse population.

Q4: Will I receive updates on my complaint status?
A4: Yes, each complaint is assigned a unique docket number, allowing you to track the status of your grievance.

Q5: Who can I contact for assistance?
A5: For assistance, you can reach out to the National Consumer Helpline at toll-free number 1915 or visit the official website at consumerhelpline.gov.in.

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