Raising a grievance is an essential aspect of ensuring smooth and transparent operations on the GST Portal. Understanding the types of issues for which you can raise grievances, who can report them, and how they are addressed is crucial for effective problem resolution. This guide will provide you with a detailed overview of the grievance process on the GST Portal.
For Which Issues Can I Raise a Grievance?
You can raise a grievance on the GST Portal for the following issues:
- Amount debited from the bank account but Cash Ledger not updated
- NeFT/RTGS related issues
Do not raise a grievance under the following conditions:
- Before 24 hours of debit of amount from the bank account
- If the payment status is PAID and the amount is updated in the Cash Ledger
- In case of E-payment, if the payment is not initiated from the GST Portal
- If a Memorandum of Error (MoE) is raised against the CPIN
- If the payment status is FAILED and the amount is not debited from the bank account
- In case of OTC Payment, if the status is AWAITING BANK CLEARANCE and the cheque/Demand Draft is not realized
Who Can Report Grievances? Do I Need to Be a Registered User?
Any registered taxpayer and any user who has been assigned a Temporary ID can raise grievances for payment-related issues.
Who Addresses the Submitted Grievances?
All payment-related grievances are handled by the GST Portal. Based on the CPIN and bank name entered in the Grievance Form, an on-demand call will be sent to the concerned bank. The bank’s response will update the Electronic Cash Ledger with appropriate comments, and the grievance will be closed accordingly.
If no response is received or an incorrect response is received from the bank, the grievance ticket will be closed with remarks explaining the error, such as “No details received from your bank for CPIN. Please contact the bank to resolve this. You can also contact the ombudsman of the concerned bank if the bank is not responding.”
The remarks will be sent to the registered email address and SMS of the authorized signatory. For taxpayers who have filed grievances in pre-login mode, the remarks will be sent to the email and mobile number mentioned in the grievance form.
Reporting Grievance for Deducted Money Not Reflecting in Electronic Cash Ledger
If money is deducted from your bank account but is not reflecting in the Electronic Cash Ledger, or if you have not received the CIN, wait for 24 hours from the time of making the payment. Most cases get resolved automatically within this period.
If the payment fails, the deducted money may either be rolled back into your bank account or processed to generate a CIN, which will then reflect in your Electronic Cash Ledger. If the issue does not resolve automatically within 24 hours, you can submit a grievance on the GST Portal.
Monitoring the Progress of Your Grievance
Users can monitor the progress or status of their grievances from the GST Portal using the “Enquire Status” service under the Grievance Menu. Grievances will show one of the following statuses:
- Submitted: On submission of grievance
- Resolved: Once the grievance gets resolved
Updates on the grievance ticket will be sent via SMS and email.
Filing a Grievance in Pre-Login Mode
Grievances can be submitted in both pre-login and post-login modes. Yes, you can also see the status of your grievance in pre-login mode.
How to File a Grievance on the GST Portal
To file a grievance, navigate to Services > User Services > Grievance against Payment (GST PMT 07) and submit the grievance form.
How to Enquire Status of the Filed Grievance
To check the status of your grievance, navigate to Services > User Services > Grievance / Complaints > Grievance against Payment (GST PMT 07) > Enquire Status, and enter the Grievance Number to see the status.
By following these guidelines, you can effectively manage and resolve any issues related to payments on the GST Portal, ensuring a smooth and hassle-free experience.
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This article is only a knowledge-sharing initiative and is based on the Relevant Provisions as applicable and as per the information existing at the time of the preparation. In no event, RMPS & Co. or the Author or any other persons be liable for any direct and indirect result from this Article or any inadvertent omission of the provisions, update, etc if any.
Published on: June 19, 2024