National Consumer Helpline Reports 3,981 GST 2.0 Related Calls, with 31% Queries and 69% Grievances
In response to the implementation of the Next-Generation GST Reforms 2025, the National Consumer Helpline (NCH) has reported receiving nearly 4,000 GST-related inquiries and complaints. Of these, 31% were queries while 69% were grievances. The Department of Consumer Affairs is actively monitoring these cases to ensure prompt resolution, with many complaints already escalated to relevant brand owners and e-commerce platforms. The Central Consumer Protection Authority (CCPA) is also reviewing these grievances to determine if class action is warranted.
Consumer Misunderstandings on GST Reductions
A significant number of complaints have stemmed from consumer confusion regarding which products have seen GST reductions. Many consumers believed that the recent reforms mandated lower prices for certain goods, particularly fresh milk. However, the CCPA clarified that fresh milk has always been exempt from GST, and the recent reforms also exempt UHT milk. This misunderstanding highlights the need for clearer communication regarding the implications of GST changes.
Issues with Electronic Goods Pricing
Another major area of concern involves electronic goods purchased online. Consumers have reported that items such as laptops, refrigerators, and washing machines are still being sold at pre-reform GST rates, leading to dissatisfaction. The CCPA’s analysis revealed that while the GST rate for televisions and air conditioners was reduced from 28% to 18%, many consumer durables were already taxed at the 18% rate. This discrepancy has led to further consumer grievances, emphasizing the need for transparency in pricing.
Grievances Related to LPG and Petrol Pricing
Complaints have also arisen regarding domestic LPG cylinder prices, with consumers expecting reductions post-reform. The CCPA confirmed that the GST rate on LPG remains unchanged at 5%, and pricing is influenced by various factors beyond taxation. Additionally, many consumers expressed disappointment over petrol prices, mistakenly believing they would decrease under the new GST regime. The CCPA clarified that petrol is not subject to GST, indicating a misunderstanding of the reforms’ scope.
Ongoing Monitoring and Consumer Engagement
The NCH has forwarded nearly 2,000 GST-related grievances to the Central Board of Indirect Taxes and Customs for further action. The CCPA is committed to monitoring these complaints closely and will take necessary actions against any violations of consumer rights. The department encourages consumers to utilize the NCH’s multi-channel grievance redressal system, which is available in multiple languages. This proactive engagement from consumers reflects a growing awareness and trust in the grievance redressal mechanisms established by the Department of Consumer Affairs.
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