National Consumer Helpline Receives 3,981 GST 2.0 Calls; Majority Grievances on Milk, Electronics, LPG, and Petrol

Key Takeaways:

Source: PIB

Following the rollout of the Next-Generation GST Reforms 2025, the National Consumer Helpline (NCH) has recorded 3,981 GST-related calls, with 31% being queries and 69% classified as grievances, according to the Department of Consumer Affairs. Each case is being closely monitored to ensure timely resolution or clarification.

The complaints have been forwarded to relevant brand owners and e-commerce platforms for prompt action. Additionally, the Central Consumer Protection Authority (CCPA) is conducting in-depth reviews and may initiate class action proceedings wherever necessary.

Consumer Grievance Breakdown

• Milk Pricing: Many consumers believed that milk companies were required to reduce prices after GST reforms. NCH clarified that fresh milk is already exempt from GST, and UHT milk has also been exempted under the new reforms.
• Electronic Goods: Complaints were raised about laptops, refrigerators, washing machines, TVs, monitors, dishwashing machines, and ACs purchased online, with consumers alleging no reduction in GST. Analysis shows GST rates were reduced from 28% to 18% on TVs, monitors, dishwashers, and ACs, while laptops, refrigerators, and washing machines are already taxed at 18%.
• Domestic LPG: Consumers reported that LPG prices did not decrease post-reform. CCPA clarified that GST on domestic LPG remains at 5%, and overall pricing is influenced by global crude oil trends, subsidies, and distribution costs.
• Petrol: Complaints about petrol prices were based on a misunderstanding, as petrol is outside GST’s purview.
• Out of the total grievances, 1,992 cases have been forwarded to the Central Board of Indirect Taxes and Customs (CBIC), while 761 were referred in real-time to respective companies. CCPA continues to monitor these complaints and will initiate proceedings against overcharging, non-compliance, or unfair trade practices under the Consumer Protection Act 2019.

Consumer Engagement and Awareness

The first week of GST grievance reporting reflects active consumer participation, indicating trust in the grievance redressal system. The Department of Consumer Affairs plans awareness campaigns to clarify which goods are affected by GST reforms, helping reduce misinformation and misplaced complaints.

Industry Consultations

Under the leadership of Mrs. Nidhi Khare, Secretary, Department of Consumer Affairs, multiple consultations were held:

• 11 September 2025: Industry associations FICCI, ASSOCHAM, CII, RAI, and CAIT were urged to pass GST benefits to consumers.
• 12 September 2025: VC meeting with Voluntary Consumer Organizations (VCOs).
• 24 September 2025: Roundtable conference on ease of doing business, including industries, VCOs, and State Legal Metrology Departments.

The consultations focused on ensuring reduced GST rates are reflected in the retail sale prices of pre-packaged commodities.

How Consumers Can Register Grievances

Consumers can use the toll-free 1915, INGRAM portal, WhatsApp, SMS, NCH App, or UMANG App in 17 languages for grievances not just limited to GST but across all goods and services.

The Department emphasizes that misperceptions are being clarified, while genuine cases of overcharging or unfair practices will be addressed swiftly. The collaborative approach between citizens and institutions ensures that GST reforms achieve transparency, fairness, and empowerment for Indian consumers.

The Next-Generation GST Reforms 2025, effective from 22 September 2025, aim to simplify taxation, increase transparency, and ensure that benefits of rationalized tax rates reach both consumers and businesses.