SDG 12: Responsible Consumption & Production | SDG 16: Peace, Justice & Strong Institutions
Institutions: Ministry of Consumer Affairs | Central Consumer Protection Authority (CCPA)
The National Consumer Helpline (NCH) has received 3,981 calls linked to the rollout of GST 2.0 reforms (22 September 2025), comprising 31% queries and 69% grievances. Of these, 1,992 grievances were escalated to the Central Board of Indirect Taxes and Customs (CBIC), while 761 complaints were passed in real time to concerned e-commerce platforms and brands.
Most calls stemmed from confusion over GST cuts. Consumers expected reduced prices for milk, electronics, LPG and petrol. Clarifications issued by Central Consumer Protection Authority (CCPA) note that fresh milk was already GST-exempt, UHT milk is now exempt, and that while many electronics (laptops, refrigerators, washing machines) were already taxed at 18%, items like TVs, ACs, monitors and dishwashers have indeed been cut from 28% to 18%. LPG continues at 5% GST, and petrol remains outside GST.
CCPA is reviewing complaints under the Consumer Protection Act, 2019, pursuing industry compliance to ensure tax benefits reach consumers, and monitoring for overcharging.
This episode highlights information gaps in tax communication. Without timely awareness and monitoring, GST reductions may not benefit consumers. Effective coordination between CCPA, CBIC, and industry bodies will be critical to enforce compliance and protect consumer rights.
What is CCPA? β The Central Consumer Protection Authority (CCPA) is a statutory body established in 2020 under the Consumer Protection Act, 2019. It is empowered to protect and enforce the rights of consumers, regulate unfair trade practices, and ensure that goods and services meet required safety standards.
What is the National Consumer Helpline (NCH)? β The NCH (toll-free 1915, mobile app, SMS, UMANG) is a central grievance redressal system managed by the Department of Consumer Affairs, enabling consumers to lodge complaints and seek resolution across goods and services.
Relevant Question for Policy Stakeholders: How can consumer forums, state metrology departments, and industry associations collaborate to ensure GST benefits are transparently passed on and quickly visible in retail markets?
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