Understanding the GST System's Grievance Redressal Portal
The Goods and Services Tax Network (GSTN) has launched a new self-service portal to address taxpayer queries and issues efficiently. This portal replaces the previous email-based helpdesk, offering a unified platform for reporting complaints, submitting questions, and tracking their resolution status. Users can follow a step-by-step guide to log their concerns, consult an extensive FAQ section, and receive expert responses, streamlining the grievance redressal process for GST-related matters.
Understanding the GST System's Grievance Redressal Portal
This article details the government's self-service portal designed for addressing Goods and Services Tax (GST) inquiries.
Launch of the GST Grievance Redressal Portal
The Goods and Services Tax Network (GSTN) consistently implements enhancements, and in response to user needs, it has introduced a self-service portal. Given the relative novelty of GST, complexities naturally arise for taxpayers.
With millions of taxpayers utilizing the GST portal, potential issues are inevitable. To address this, GSTN has evolved its previous helpdesk into a comprehensive self-help system. This eliminates the need for taxpayers to email queries to helpdesk@gst.gov.in, allowing them to submit all concerns and related questions on a unified platform. This system enables users to access information and potentially resolve common issues independently.
This portal offers a streamlined approach to resolving various GST-related challenges.
Users can access the Grievance Redressal Portal to submit their queries or report issues by raising a ticket. This allows them to articulate their questions and await expert responses, with the ability to periodically monitor the status of their submitted tickets.
The portal was officially launched on January 22, 2018, and became operational on January 25, 2018.
The introduction of this new self-help system has led to the discontinuation of the former help desk.
Services Offered on the Portal
The self-service portal provides the following key functionalities:
- Report issues or lodge complaints.
- Monitor the status of previously submitted complaints or issues.
Quick Guide to Raising Your GST Query or Reporting an Issue
Step 1: Identify Your Issue with Keywords
Users should begin by typing keywords related to their issue in the 'Type of Issue/Concern' field. A dropdown list will then populate with suggestions based on the entered keywords. For example, to inquire about 'How to get GSTIN?', one would enter 'GSTIN'.
Step 2: Select Relevant Query Type or Consult FAQs
Next, select the most appropriate query type from the displayed dropdown. This list typically includes:
- The relevant category and sub-category for the entered keyword, allowing for refinement if needed.
- Frequently Asked Questions (FAQs) pertinent to the keywords provided.
Step 3: Check FAQs for Solutions
Check the FAQs section for a resolution. If an FAQ addresses the query, click on it to view the answer in a new tab. If the FAQ resolves the issue, users can provide feedback by clicking 'YES' at the bottom of the page to confirm resolution.
Step 4: Log a Ticket If Unresolved
If the FAQs or dropdown suggestions do not resolve the issue, proceed to raise a ticket. Click the 'NO, I WANT TO LOG MY ISSUE' button at the bottom of the page.
The 'Ticket Details' section will then appear, prompting for further information.
It is mandatory to provide either the 'GSTIN/ ARN (Application Reference Number)/ TRN (Ticket Reference Number)' or the 'PAN number'. Required personal details include First Name, Last Name, Mobile Number, and an Email Address associated with the provided PAN or GSTIN.
Describe the issue, complaint, or query in the 'Description Box', keeping it under 500 words. Supporting documents or screenshots can be attached in PDF, JPEG, PNG, or JPG formats. Use the 'Choose file' button to select files, and 'ADD MORE' for multiple attachments.
Important Notes:
- The combined size of all attachments must not exceed 5 MB; users may compress files before uploading.
- Separate tickets must be raised for each distinct issue or complaint if they belong to different categories or sub-categories.
Complete the captcha verification and click the 'SUBMIT' button.
Confirm by clicking 'YES' on the subsequent dialogue box. A confirmation screen will then display a 15-digit Ticket Reference Number. It is advisable to 'Save as PDF' or 'Print' this acknowledgment for future reference before clicking 'OK'.
A comprehensive email detailing the submission will also be sent to the email address provided in Step 4.
Quick Guide to Checking the Status of a Complaint or Issue
To check the status of a ticket, whether it is resolved or still pending, select 'CHECK STATUS' from the portal's homepage at any time.
Input the assigned Ticket Reference Number and the captcha code into the designated fields, then click 'SEARCH'.
Information regarding the ticket's status will be dispatched to the email address registered during the ticket creation process.
Benefits of the Self-Help Portal
The newly launched self-help portal offers several advantages:
- Offers an intuitive and highly efficient user interface.
- Establishes a unified platform for submitting all issues, facilitating direct resolution.
- Allows users to independently track ticket status and review provided solutions once resolved.
- Includes general FAQs that offer quick solutions to frequently encountered problems.