According to the government, the majority of complaints about the GST 2.0 implementation by shops and e-commerce platforms that reach the National Consumer Helpline (NCH) are about the price of milk, followed by electronics, LPG, and gasoline.
Many consumers came to NCH believing that milk firms were obligated to lower the cost of fresh milk after the GST reform.
Customers complained that milk companies were not taking advantage of the lower GST rate because they were still charging pre-reform rates.
The Central Consumer Protection Authority (CCPA), however, has determined that fresh milk is already GST-exempt after looking into the matter. Ultra-high temperature (UHT) milk is also excluded under the most recent GST rate revisions.
Electronic products acquired via e-commerce websites are the subject of yet another significant category of complaints.
Customers complained that no tax reduction benefit was being passed on to them and that computers, refrigerators, washing machines, and other consumer durables bought online were still being taxed at pre-reform GST rates.
According to the CCPA’s analysis, as part of the GST reforms, the GST rate for TVs, monitors, dishwashing machines, and air conditioners was lowered from 28% to 18%. Products like computers, refrigerators, and washing machines are already reaching 18%.
Domestic LPG cylinders were the subject of a third group of complaints. Customers complained that after the revisions, LPG prices had not dropped.
According to CCPA, domestic LPG has remained at the 5% GST rate, and the applicable GST rate on LPG for domestic household consumers has not changed.
An additional set of complaints surfaced concerning the cost of gasoline. Numerous customers complained that gas costs had not decreased. The CCPA has made it clear that gasoline is not subject to the GST.
The Ministry of Consumer Affairs claims that “consumers’ expectation of lower petrol prices reflects a misunderstanding of the scope of GST reforms, rather than any non-compliance by retailers or oil companies.”
Since the Next-Generation GST Reforms 2025 went into effect, the NCH has received 3,981 dockets pertaining to GST, of which 31% are queries and 69% are grievances.
For prompt resolution, the complaints have been forwarded to the relevant brand owners and e-commerce organizations.
Additionally, the CCPA has started a thorough assessment of these complaints in order to launch a class action lawsuit if needed.
761 of the total have been sent in real-time to the relevant convergence firms for settlement, while 1,992 GST-related issues have been sent to the Central Board of Indirect Taxes and Customs (CBIC) for necessary action.
Customers are actively and enthusiastically participating in the grievance redressal system, which reflects both awareness and trust in the institutional mechanisms established by the Department of Consumer Affairs. This is the overarching message that comes out of the first week of GST-related grievance reporting.
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