The Indian government has launched a dedicated grievance redressal mechanism under the newly implemented Goods and Services Tax (GST) 2.0 reforms to ensure that the benefits of reduced tax rates are passed on to consumers. Effective from September 22, 2025, this move empowers consumers to report businesses that fail to implement the revised tax structure.
GST 2.0 reforms consolidate multiple tax slabs into two main rates — 5% for essential goods and services, and 18% for standard items — aiming to simplify the tax framework and reduce the cost burden on consumers. While the reform has been welcomed, reports have emerged that certain retailers and e-commerce platforms have not reduced prices accordingly, raising concerns over effective implementation.
To address these issues, the Ministry of Consumer Affairs, Food & Public Distribution has set up a dedicated GST category on the Integrated Grievance Redressal Mechanism (INGRAM) portal. Consumers can lodge complaints through this online portal or via a toll-free helpline (1915) and WhatsApp number (8800001915). These channels are intended to strengthen accountability and ensure compliance with the new tax rates.
Despite these measures, challenges persist, especially for small retailers. Many local shops lack the digital infrastructure to adjust prices immediately and face operational hurdles such as pre-printed packaging and limited access to technology, delaying the benefits from reaching end consumers. This has led to continued consumer complaints and concerns over the effectiveness of GST 2.0 in the retail sector.
The government has acknowledged these difficulties and is monitoring the situation closely. Field teams are tracking price changes across markets, with a report expected by September 30, to ensure compliance. This proactive approach underscores the government’s commitment to consumer welfare and transparency in implementing GST reforms.
The grievance redressal mechanism under GST 2.0 marks a critical step toward ensuring that tax benefits reach the intended recipients. By offering multiple complaint channels, the government aims to foster fairness and accountability, although practical challenges remain, especially among smaller vendors. Continued monitoring and corrective action will be essential for realizing the full promise of GST 2.0.
