1. For which issues can I raise a grievance?
Please do not raise a grievance under the following conditions:
2. Who can report grievances? Do I need to be a registered user of GST
Portal for filing grievances?
Any registered taxpayer and any user who has been assigned Temporary ID can
raise grievance for Payment related issues.
3. Who addresses the submitted grievances?
All grievances related to Payments are handled by the GST Portal. Based on
the CPIN and Bank name entered by Taxpayer in the Grievance Form, an on demand
call will be sent to the concerned bank. Based on the response from the bank,
the Electronic Cash Ledger will be updated with appropriate comments and the
grievance will be closed.
If no response is received from the concerned bank or incorrect response is
received from the bank, the Grievance ticket will be closed with appropriate
remarks explaining the error occurred; e.g. “No details received from your bank
for CPIN. Please contact the bank to resolve this. You can also contact the
ombudsmen of the concerned bank if the bank is not responding.”.
The remarks will be sent to you on the registered email address and SMS of
the authorized signatory. In case of taxpayers who have been filed grievance in
pre-login mode, the remarks will be sent on the e-mail message and mobile phone
number mentioned in the grievance form.
4. While making GST
payment, money has got deducted from my bank account but it is not reflecting
in the Electronic Cash Ledger, neither I have received the CIN. How soon should
I report my grievance in such a situation? For grievances
related to Payments or Electronic Cash Ledger and situations where money got
deducted from the bank account but not reflecting in the Electronic Cash
Ledger, or CIN not received, etc., users are advised to wait for 24 hours from
the time of making the payment. Most cases get resolved automatically within 24
hours. If your payment has
failed, the deducted money may either get rolled-back into your bank account,
or it may get processed to generate a CIN and thereafter it will be reflected
in your Electronic Cash Ledger. If the situation
doesn’t automatically resolve in 24 hours, then you may go ahead and submit a
grievance for your case on the GST Portal.
5. Is there a way I can monitor the progress / status of my grievance after
filing?
Users can check the progress / status of their grievances from within the
GST Portal itself using “Enquire Status” service under Grievance Menu. All
grievances will show one of the following statuses, depending on their resolution
path and check point:
· Submitted: On
submission of grievance.
· Resolved:
Once the grievance gets resolved.
Whenever there is an update on the grievance ticket, Taxpayer / Applicant
will receive updates by SMS and e-mail message.
6. Can I submit grievance in pre-login mode?
The grievance can be submitted in both pre-login and post login.
7. Can I see status
of grievance in pre-login mode?
Yes
8. How can I file a
Grievance / Complaints on the GST Portal?
Navigate the Services
> User Services > Grievance / Complaints and submit the
grievance form thereafter.
9. How can I
enquire status of the Grievance / Complaints filed on the GST Portal?
Navigate the Services
> User Services > Grievance / Complaints > Enquire
Status and enter the Grievance Number and status will be displayed.
