Govt revamps consumer helpline to address GST-related queries, complaints
This story was originally published at 12:20 IST on 20 September 2025
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NEW DELHI – The Department of Consumer Affairs has revamped the National Consumer Helpline to address consumer queries and complaints related to the revised goods and services tax charges, rates, and exemptions, it said in a statement.
The helpline will have a dedicated GST category, featuring sub-categories such as automobiles, banking, consumer durables, e-commerce, and FMCG, to register GST-related complaints. The helpline, the statement said, has collaborated with 1,142 convergence partners, comprising private companies, regulators, ombudsman, and government agencies, to enable centralised and faster grievance resolution, the statement read.
An inaugural training session has also been conducted on Sept. 11 to equip the helpline counsellors to handle GST-related queries and grievances effectively, it said. The ministry on Sept. 17 also convened a meeting with leading e-commerce platforms, industry associations, and consumer durables companies, urging them to pass on the benefits of GST rate reductions to consumers.
The move comes after GST Council recently decided to overhaul the rate structure by tweaking the four-slab GST structure of 5%, 12%, 18%, and 28% to a two-slab structure of 5% and 18%. The Council also introduced a new GST rate of 40% that will be imposed on sin and luxury goods. All new rates, except for those on tobacco products, will take effect on Sept. 22. End
Reported by Pallavi Singhal
Edited by Akul Nishant Akhoury
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