Faster Resolution Cuts GST Complaints, Recovers Rs 14 Crore: Secretary Khare

India’s Department of Consumer Affairs has reported a dramatic drop in complaints related to recent GST rate cuts, calling them “nearly negligible” after an initial surge of 3,000 cases. In an interview with Moneycontrol, Consumer Affairs Secretary Nidhi Khare said the department’s rapid response strategy and enhanced coordination with retailers and e-commerce platforms helped stabilize consumer sentiment and clarify pricing concerns within days of the tax revision rollout on September 22.

Khare revealed that most early complaints were general queries regarding how the revised GST rates applied to various products. “Around one-third of the cases were simply informational, like whether milk prices should reduce, which we clarified immediately,” she said. The department also organized consumer awareness drives through the National Consumer Helpline, making corrective actions more transparent. These measures led to a sharp decline in complaints within the first week of implementation.

Khare emphasized that tech-enabled systems have significantly improved the pace and efficiency of case resolution. Through initiatives like e-Jagriti, the average time to close a consumer grievance has fallen from 45 days to just 21. The department’s efforts have so far helped recover between Rs 7 crore and Rs 14 crore in refunds across more than 30 sectors. Digital tracking tools have also empowered non-resident Indians (NRIs) to monitor their cases remotely, doubling the number of overseas users engaged on the platform in recent months.

Also Read: India’s Retail Inflation Falls to 0.25% in October on Food Price Drop and GST Cuts

Beyond prompt grievance handling, the ministry is also tackling manipulative online practices. Khare said 26 major e-commerce players have filed declarations assuring compliance with guidelines against dark patterns—design tactics that deceive or mislead consumers into unintended actions. The Central Consumer Protection Authority (CCPA) will continue to audit digital platforms and take legal action against violations. Public awareness campaigns have been launched to help users identify such deceptive practices.

Addressing the growing use of artificial intelligence in advertising, Khare underlined the need for transparent labeling of AI-generated content and clear accountability for companies that use deepfake or misleading media in promotions. She noted that the Bureau of Indian Standards is developing ethical frameworks for AI and stressed that while the government will use AI to strengthen consumer protection, all decisions in consumer courts will remain under human oversight.

Khare added that CCPA’s credibility has grown, prompting plans to boost its manpower and enforcement capabilities. Through ongoing technological upgrades like the National Consumer Helpline 2.0, which now operates round the clock via multiple channels, the ministry aims to make consumer complaint handling faster, fairer, and more accessible to every citizen.

Also Read: Finance Minister Highlights Strong Consumer Surge from New GST