Dealing with payment issues on the GST Portal can be frustrating. However, knowing when and how to raise a grievance can make the process much smoother. Here’s a guide to help you understand the types of issues for which you can raise a grievance and the steps involved.
Issues Eligible for Raising a Grievance
You can raise a grievance for the following issues:
1. Amount Debited from the Bank Account, Cash Ledger Not Updated
If the GST Portal debits the money from your bank account but doesn’t update the Electronic Cash Ledger, you should raise a grievance immediately.
2. NeFT/RTGS Related Issues
If you encounter discrepancies or problems related to NeFT/RTGS transactions, it’s time to raise a grievance.
Conditions Where Grievances Should Not Be Raised
Avoid raising a grievance under these conditions:
1. Within 24 Hours of the Amount Being Debited
If the payment was made recently, wait for 24 hours before raising a grievance. Often, these issues resolve themselves within this timeframe.
2. Payment Status is PAID and the Amount is Updated in the Cash Ledger
You don’t need to raise a grievance if the transaction is complete and reflected in your Cash Ledger. Everything is already in order.
3. E-Payment Issues Not Initiated from the GST Portal
Ensure the issue is directly related to GST Portal transactions before raising a grievance. This saves time and ensures the correct handling of the issue.
4. Memorandum of Error (MoE) Raised Against the CPIN
Check the CPIN details before raising a grievance. If there’s a Memorandum of Error, the problem might already be under review.
5. Payment Status is FAILED and the Amount is Not Debited from the Bank Account
No action is required if the amount wasn’t debited. The transaction didn’t go through, so there’s no issue to resolve.
6. OTC Payment with AWAITING BANK CLEARANCE Status
Wait for the cheque or Demand Draft to be realized. Raising a grievance prematurely can lead to unnecessary complications.
Who Can Report Grievances?
Any registered taxpayer or user with a Temporary ID can raise a grievance for payment-related issues on the GST Portal. This ensures that all legitimate users have a way to report and resolve their issues.
Who Addresses the Submitted Grievances?
The GST Portal team handles all payment-related grievances. They contact the concerned bank for resolution based on the CPIN and bank name provided in the Grievance Form. The team communicates remarks and status updates via email and SMS to the registered email address and mobile number of the authorized signatory.
What to Do if Your Payment is Deducted but Not Reflected in the Electronic Cash Ledger
If the GST Portal deducts money from your bank account but doesn’t reflect it in the Electronic Cash Ledger, wait for 24 hours. Most issues resolve automatically within this period. If unresolved, submit a grievance on the GST Portal.
Monitoring the Progress/Status of Your Grievance
You can monitor the status of your grievance on the GST Portal under “Enquire Status” in the Grievance Menu. The GST Portal will also send status updates via SMS and email, keeping you informed at every step.
Can You Submit a Grievance in Pre-login Mode?
Yes, you can submit grievances in both pre-login and post-login modes. You can also check the status of your grievance in pre-login mode, providing flexibility in managing your grievances.
How to File a Grievance/Complaint on the GST Portal
First, navigate to Services > User Services > Grievance against Payment (GST PMT 07). Then, submit the Grievance Form with the relevant details.
How to Enquire About the Status of Your Grievance
First, navigate to Services > User Services > Grievance / Complaints > Grievance against Payment (GST PMT 07) > Enquire Status. Then, enter the Grievance Number to view the status.
By understanding these guidelines, you can effectively manage and resolve payment-related issues on the GST Portal.
LinkedIn Link : RMPS Profile
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.
