GRIEVANCE REPORTING IN GST PORTAL

[Mr. M. GOVINDARAJAN]

The GST portal made available a new functionality for redressal of grievances by tax payers or any other person.  For this purpose the aggrieved person has to go to the link https://services.gst.gov.in/services.   This has four menus namely –

• Registration
• Payments
• User Services; and
• Refunds

Click ‘user services’ menu which will display the following-

• Holiday list;
• Grievance/complaints;
• Locate GST Practitioner;
• Search Office address;
• Generate User Id for Advance Ruling.

Then click ‘Grievance/complaints’ which will display the following-

• Submit grievance (to give the details of the grievances of the tax payer);
• Enquire Status (to know the status of the complaint filed by the taxpayer).

Then click ‘Submit grievance’ menu.  Then the system will lead the taxpayer to all aspects for the details to be given by them which may be discussed as below-

Grievance type – select the one- (it is a mandatory field)

• Complaint against grievance relating to processes (Application);
• Complaint against taxpayer/unregistered person/entity;
• Grievance against ledgers/Register;
• Grievance against payment (GST PMT – 07);
• Others.

Category – select the one – (it is a mandatory field)

• Migration/Transition;
• Refund;
• Registration;
• Returns.

State – Select your State (it is a mandatory field)

In this field ‘Center’ and the list of all States are included.   If the grievance is related to ‘Center’ it is to  be clicked; if it is on a particular State, the name of the State is to be clicked.

Name and address of the business (it is a mandatory field)

Name and Address of Business should be of 3 to 2000 characters, can contain alphabets, numbers and special characters (. - , \ / ')

Email address (it is  a mandatory field)

The email id of the complainant is to be entered in this field.

Description of grievance (it is a mandatory field)

In this field the complainant is to enter his grievances.  Maximum 4000 words can be used for describing the grievance.

Previous Grievance number

It is not a mandatory field.  If any grievance has been filed for the same grievance, then the previous grievance number is to be entered in this field.

Sub category –

It is also a mandatory field.  But the details of sub category have not been activated in the portal.

Name of complainant (it is a mandatory field)

In this field the name of the complainant is to be entered.  Name of Complainant should be of 3 to 200 characters, can contain alphabets and special characters (. ')

Mobile Number (it is a mandatory field)

The mobile number of the complainant is to be entered in this field.

Upload supporting documents

It is not a mandatory field.  If the tax payer has any documentary evidence for proving his grievance the same may be uploaded in the portal.   There are two menus in this field-

• Choose file
• No file chosen

If no document is uploaded the complainant is to click ‘no file chosen’.  If any document is to be uploaded the complainant is to click ‘Choose file’.  To upload any file the following are to be taken care of-

• File with PDF or JPEG format is only allowed.
• Maximum file size for upload is 500 KB.

After entering all the fields then the complainant is to enter the characters as shown in the portal in the relevant field and then he is to click ‘submit’ button.   If any correction is to be made then he is to click the ‘Reset’ button and make necessary corrections and to submit the grievance in the portal.

Grievance Number

If the complaint filed is submitted then the system will provide Grievance number which may be communicated to the email id of the complainant and by SMS to the mobile number of the complainant.

Tracking of grievance

To know the status of the grievance of the complainant he is to Navigate the Services > User Services > Grievance / Complaints >Enquire Status and enter the Grievance Number and status will be displayed.

Discussions to this article

[Pradeep Kumar]

Sirs,

I have submitted application for registration under GST on 28.11.18, but status still shows as "Pending for Processing". Earlier, there was a validation error for PAN of authorized signatory, which was immediately corrected. Application status shows the process assigned to NA (normally it will be either CENTER or STATE). Grievance filed on 03.12.18 but still it is pending. Complaint lodged through Grievance Redressal Portal of GST and yet waiting for result. Please advice what else can be done in this issue.