New Delhi: The National Consumer Helpline (NCH) has been receiving complaints related to the implementation of GST 2.0 by retailers and e-commerce platforms. According to the government, a major share of these grievances pertain to milk pricing, followed by electronics goods, LPG, and petrol.
A significant number of consumers approached the NCH with the belief that, following the GST reform, milk companies were required to reduce the prices of fresh milk. Consumers complained that milk companies were continuing to charge pre-reform prices, thereby denying them the benefits of the reduced GST rate. However, after examining the issue, the Central Consumer Protection Authority (CCPA) clarified that fresh milk is already exempt from GST. The recent GST rate reforms have also exempted ultra-high temperature (UHT) milk.
Another substantial category of complaints related to electronic goods purchased through e-commerce websites. Consumers raised grievances stating that laptops, refrigerators, washing machines, and other consumer durables bought online were still being charged at pre-reform GST rates, with no benefit from the tax reduction passed on to them. Upon analysis, the CCPA revealed that the GST rate was reduced from 28% to 18% on TVs, monitors, dishwashing machines, and air conditioners as part of the recent reforms. Goods such as laptops, refrigerators, and washing machines were already taxed at 18%.
A third cluster of grievances concerned domestic LPG cylinders. Consumers reported that the prices of LPG had not decreased following the reforms. CCPA clarified that domestic LPG continues to attract a GST rate of 5%, and there has been no change in the applicable GST rate for household domestic consumers.
Additionally, some complaints emerged related to petrol prices. Many consumers alleged that petrol prices had not fallen post-reform. The CCPA categorically clarified that petrol is outside the purview of GST. The Ministry of Consumer Affairs stated, “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 launch of the Next-Generation GST Reforms 2025, the NCH has received a total of 3,981 GST-related cases, comprising 31% queries and 69% grievances. These grievances have been escalated to the concerned brand owners and e-commerce entities for prompt action. Furthermore, the CCPA has initiated a detailed review of these grievances to consider initiating class action whenever necessary.
Out of the total complaints, 1,992 GST-related grievances have been forwarded to the Central Board of Indirect Taxes and Customs (CBIC) for appropriate action, while 761 grievances have been referred in real-time to the concerned companies for resolution.
The broader message emerging from this initial week of GST-related grievance reporting is that consumers are actively and enthusiastically participating in the grievance redressal system. This reflects growing awareness and trust in the institutional mechanisms established by the Department of Consumer Affairs.
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https://www.freepressjournal.in/business/national-consumer-helpline-receives-gst-related-complaints-about-milk-pricing-electronic-goods-lpg-petrol
