GST Ledger Issues - Customer Care

The Goods and Services Tax Department of India offers the taxpayer community a procedure for raising customer issues and complaints about all and any services provided on the official GST Portal. All matters related to the GST Ledger are handled by the department on the GST Portal itself. All grievances are resolved and managed by the Grievance Officer of the respective Jurisdiction under whom the GSTIN holder/ Temporary ID holder/ UIN holder belongs to. The user is entitled to receive updates on the filed complaint and its status. In this article, we look at the procedure and details required for raising GST Ledger Issues - Customer Care. For more information or queries, get in touch with an IndiaFilings GST Expert.

Raising a Customer Issue

Issues that may be raised

The following problems related to Ledgers may be raised as a grievance.

A discrepancy in Electronic Cash Ledger
A discrepancy in Electronic Credit Ledger
A discrepancy in Electronic Liability Register

Eligibility

Any of the following individuals may raise a grievance.

Any registered taxpayer
A taxpayer with UIN
Any user with a Temporary ID

GST Ledgers Complaint Track Status

Any user may check the status of their grievances by logging on to the GST Portal itself. All the claims raised may indicate one of the below-mentioned statuses depending on their resolution path and checkpoint.

Submitted: Status at the time of filing the grievance.
Awaiting Inputs: Status when more information is required from the taxpayer to resolve the matter.
Closed: Status after the matter is resolved.

Procedure for Raising GST Complaint

The below-mentioned steps have to be followed to file a grievance or issue (FORM GST PMT-04) related to Ledgers on the GST Portal. Step 1: Visit the GST Portal by clicking here. Step 2: Login to the GST account with correct credentials. It should be noted that issues may be raised either before or after logging on to the GST Portal. Step 3: Click on the Services option. Follow the same for User Services and then choose the Grievances/ Complaints tab. After which the Grievance/ Complaints page shall be displayed, and the Submit Grievances section shall be shown by default.

Step 3 - GST Ledger Issues - Customer Care Step 4: If the user has already filed a grievance and wishes to repeat the same, the existing grievance ID has to be filled in the Previous Grievance Number field. Step 5: Under the Grievance Type drop-down menu, select the Grievance Against Ledgers (GST PMT 04) option. Step 6: In the Grievance Related To drop-down menu, select one of the following options:

Discrepancy in Electronic Cash Ledger
Discrepancy in Electronic Credit Ledger
Discrepancy in Electronic Liability Register

Step 6 - GST Ledger Issues - Customer Care Step 7: The information in the GSTIN/ Other ID, Name and Address of Business, Email Address and Mobile Number of who is reporting the grievance are auto-populated. If an individual is submitting the complaint without logging in, the individuals own details along with the State have to be entered in the field provided instead. Step 8: In the field provided for Name of Complainant, enter the name of the complainant. Step 9: In the field provided for Description of Grievance, enter a detailed description of the issue faced on the Ledger. Step 10: Select the Choose File icon to upload relevant documents to support the grievance raised. It should be noted that the Portal accepts only PDF and JPEG file formats with a maximum size of upload as 500 KB. Step 11: Enter the information in the Details of the Discrepancy in Electronic Credit Ledger/ Cash Ledger/ Liability Register section and click the Add tab. Enter the Captcha Code in the case of a pre-login. Step 12: Choose the Sign with Authorized Signatory's PAN option and select the Authorized Signatory from the drop-down menu. Step 13: Click on the Submit with DSC option or the Submit with EVC option to submit the grievance form.

Filing with DSC

Step A: Click on the Proceed icon in the warning box that shall appear.

Step 13A - GST Ledger Issues - Customer Care Step B: Select the certificate from the system and click on the Sign Tab.

Filing with EVC

Step X: Enter the OTP sent on the registered email address, and the mobile number mentioned on the grievances form and click on the Validate OTP icon.

Step 13X - GST Ledger Issues - Customer Care Step Y: The GST Portal shall generate a Grievance Tracking Number and forward it to the registered email address mentioned on the form after submission. The status for the grievance may be checked in 10 minutes by selecting the Enquire Status service.

Step 13Y - GST Ledger Issues - Customer Care

Monitoring the Status of Complaint

The steps mentioned below have to be followed to keep track of the submitted grievance on the GST Portal. Step 1: Log on to the GST Portal by clicking here. Step 2: Login with the appropriate credentials. The status of a grievance may be enquired before or after logging on to the GST Portal. Step 3: Select the Services option and the User Services option. Then, choose the Grievances/ Complaints tab.

Step B3 - GST Ledger Issues - Customer Care Step 4: Select the Enquire Status section after the Grievances/ Complaints page has been displayed. Step 5: Enter the appropriate Grievance Number or Date Range to select the grievance submitted. Step 6: Click on the Search icon. Once the search result has been displayed, a user may view the current status of the grievance.

Step B6a - GST Ledger Issues - Customer Care In the case of pre-login and use of the Date Range option, the search result will show the statuses of all the grievances submitted along with their respective Grievance Numbers.