Government Self Service Portal for GST Queries

Launch of GST Grievance Redressal Portal

With crores of taxpayers accessing the GST portal and the issues they might be facing, the GST network has upgraded its earlier HELPDESK into a new self-help portal. The taxpayers no longer have to email their queries to the HELPDESK. Instead, they can write all their issues on a single portal, where other taxpayers can also engage in conversations, read them, and solve them on their own. This simplifies the process and provides an easy solution to many of the GST-related problems.

All you have to do is visit the GST Grievance Redressal Portal and raise a ticket of your own. Write down all your questions and wait for experts to answer them. You can also check the status of your complaint frequently.

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Advantages of grievance redressal portal

GST grievance redressal portal has manifold advantages. Let us take an understanding on such benefits to various stakeholders

• Instead of sending e mail to helpdesk, user can lodge his complaint on the portal.
• Redressal of grievance is much faster than the earlier system or email or helpdesk.
• User can select the category and sub-category of the problems in ready drop down list.
• User can raise tickets himself to lodge complaints.
• The portal has a ready list of FAQs, bifurcated into main and sub categories which also prove to be a helping hand for the stakeholders.
• User can check the resolution in comments.Instead of close the complaint ticket.
• Complainants have been benefited by the new and time saving process.

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How can a user report his query on GST Grievance Redressal Portal?

Let us understand the step by step process for lodging the ticket (complaint) on this portal.

For this we will first understand the various Services provided by the portal. The GST Grievance Redressal Portal gives these two services namely:

• Report Issue/Complaint
• Check ticket/ Issue status

Report issue/ complaint

Here are the steps that you need to follow to report an issue or complaint on the portal -

• Step 1. Visit the selfservice.gstsystem.in link. Click on the ‘Report Issue’ tab.
  
  
• Step 2. Enter the keyword related to your issue in the 'Type of Issue/Concern' box. A drop-down list will appear based on the keyword you typed. For example, if your query is about "How to get GSTIN?", the keyword would be "GSTIN."
  
  
• Step 3. Select the query type from the drop-down menu. You can see the following options -
  Relevant category or subcategory of the keyword - You can re-select from the drop-down for a more relevant subcategory.
  Frequently Asked Questions - FAQs related to the keywords entered.
  
  
• Step 4. Check the FAQs section to see if your issue is addressed. If you find your query listed, click on the relevant FAQ to read the answer, which will open in a new tab. If the FAQ resolves your query, you can provide feedback and click the 'YES' button at the end of the homepage to indicate that your issue has been resolved.
• Step 5. If you are not satisfied after Step 3, you can raise a ticket for your issue. If no suggestions appear in the drop-down for the issue you entered or if the FAQs do not provide assistance, click the ‘NO, I WANT TO LOG MY ISSUE’ button at the end of the homepage.
  
  
  
  The ticket details section appears as follows -
  
  
• Step 6. You must enter either your ‘GSTIN/ARN (application reference number)/TRN (ticket reference number)’ or your ‘PAN number’ as required fields. Additionally, you must provide your First Name, Last Name, Mobile Number, and Email Address (related to the PAN number or GSTIN number you entered).
  In the Description Box, type your issue, complaint, or query in less than 500 words. You can also attach screenshots or reference files in PDF, JPEG, PNG, or JPG formats. Click the ‘Choose file’ button to select the file you want to upload. To attach more than one file, use the ‘ADD MORE’ button.
  Note:
  
  1. The maximum file size for all attachments combined is 5 MB. You may need to compress your files before uploading.
  2. If you have more than one issue or complaint that falls under different categories or sub-categories, you must raise a separate ticket for each issue.
  
• Step 7. Enter the captcha code and click on ‘Submit’ button.
  
  
  
  In the dialog box that appears, click ‘YES’ to proceed. A confirmation screen will display your 15-digit Ticket Reference Number. You can choose to ‘Save as PDF’ or ‘Print’ the acknowledgment for future reference. Click ‘OK’ to finish. Additionally, a detailed email will be sent to the address you provided.

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How can a Registered Taxpayer lodge his complaint?

• In case a Registered Taxpayer wants to lodge his complaint, all steps as explained above are required to be carried out. In the last step Registered taxpayer needs to choose “Yes”  as given in the image below. This will help in placing your complaint request as a registered taxpayer
  
• After that taxpayers need to fill in all the steps as shown in the image below, explained step by step:
  
• First the user needs to choose any one of them

  GSTIN:- GST number of registered person

  ARN :- Applicant Reference Number

  ARN :- Applicant Reference Number

• After that type the First and Last name of user
• Then Mobile number and email address needs to be entered
• Then complainant needs to describe the issue in 500 words
• Now there is an option ‘ Attachments’ in which you can attach the screenshot(s) of error which you faced while using the GST portal.
• After this mention the correct captcha code given in image.
• Cross check all the details you have mentioned and finally click on the ‘ Submit ‘

Your complaint is now submitted and on successful submission the system will generate 15 digit reference number. You can also save or print the acknowledgment for future reference or communication.

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How can an Unregistered Person lodge his complaint?

We have already understood the process of filing a complaint by the registered taxpayer. Let us now take a complete walkthrough of the process to be followed by the unregistered person / taxpayer for registering a complaint on GST Grievance Redressal Portal.

For this, follow the common process of lodging complaint as explained above. Additionally, unregistered person needs to choose “No” as given in the image below. This will enable the user to file complaint as an unregistered users

Let us understand the process in case of complaints made by Unregistered person

• In this case unregistered person, instead of mentioning the GSTIN/TRN/ARN , there is an option of ‘Permanent Account Number’ and select the ‘State from the drop down list.
• Other information is same as in case of registered taxpayer’

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How to Check the Status of Complaint/Issue on GST Grievance Redressal Portal?

You have successfully filed the complaint. But what after that?? Whether your query is still pending or it has been processed further? There might be a lot of things coming in your mind. For this the government has given the option to check ticket or Issue status on its GST Grievance Redressal Portal.

Here are the steps that you need to follow to check the status of your complaint on the portal -

• Step 1. Visit the GST Grievance Redressal Portal. Click on the ‘Check Status’ tab.
  
  
• Step 2. Enter your allotted Ticket Reference Number in the designated box. Then, type the Captcha code and click on ‘SEARCH’ to proceed.
  
  
• Step 3. The status updates for your ticket will be sent to the registered email address you provided when raising the ticket.

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What are the Benefits of the Self Help Portal?

Here are the benefits of the Self Help system:

• It offers an efficient and user-friendly interface.
• Provides a single platform to post all your issues and get them resolved through a direct channel.
• Allows you to track the status of your ticket and review the resolution once it's resolved.
• General FAQs save time by addressing common errors quickly.

Now that you are aware of the process for filing a grievance on the GST Portal, you can file your complaint online from the comfort of your home. Just follow the steps mentioned above and get your GST-related queries solved.

And if you still have any GST-related queries or need help with the GST filing, you can get in touch with our tax experts. Tax2win’s experts can not only help you file your GST return but also answer your GST-related queries. So, don’t let taxes take away your peace of mind and book a tax expert now. Hire Tax expert Now!

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