GST Payment Issues - Customer Care

The Goods and Services Tax Department of India offers the taxpayer community a procedure for filing customer complaints for all and any services facilitated on the official GST Portal. All claims related to payments are handled on by the department on the GST Portal itself. Based on the CPIN and Bank Name provided by a taxpayer in the Grievance Form, necessary action will be initiated through the bank to solve any GST payment issues faced by the taxpayer. All the while, the user receives updates on the filed complaint and its status. In this article, we look at the procedure for filing GST payment issue complaint on the GST portal in detail. For more information or queries, get in touch with an IndiaFilings GST Expert.

Raising a Customer Complaint

A complaint may be raised on the GST Portal for the following issues:

When an amount has been deducted from the bank account but hasn't reflected in the Cash Ledger.
NEFT/RTGS related issues

A complaint cannot be raised in the following situations.

Less than 24 hours after the amount is debited from the bank account.
If the payment status is displayed as PAID and the amount is updates in the Cash Ledger.
In the case of E-payment, when the payment is not initiated from the official GST Portal.
If a Memorandum of Error (MoE) is registered against the CPIN in question.
If the payment has failed and the amount has not been debited from the bank account.
If the status of an OTC payment is displayed as Awaiting Bank Clearance and the cheque/ Demand Draft is not yet recognized.

Customer Complaint Handling

Who can file a complaint? All registered taxpayers and users with a Temporary ID can raise a complaint related to payment issues on the GST Portal. How is the complaint handled and by whom? All grievances and complaints related to payments are handled by the GST Portal. With reference to the CPIN and Bank Name submitted by the taxpayer in the Grievance Form, the concerned bank will be contacted for information. Based on the response from the said bank, the Electronic Cash Ledger will be refreshed and updated with appropriate responses and the file will be closed. If the Portal does not receive any response from the concerned bank or if something goes wrong, the grievance ticket will be closed with appropriate comments clearly explaining the error occurred to the user. The user will be directed to contact the concerned bank in person. These solutions will be sent to the user on the registered email address and as an SMS to the authorized signatory. For taxpayers who have filed grievances before logging in to the Portal, the solutions or remarks will be sent on the E-mail address and Mobile Number mentioned in the grievance form. What should I do if my money has been deducted from my bank account but it hasn't reflected in the Electronic Cash Ledger nor have I received a CIN? All users are advised to wait for a minimum of 24 hours from the time of making the payment. This advise goes out to grievances related to payments and the ledger, and situations where money has been debited from the bank account but hasn't reflected in the Ledger. Most issues related to payments get solved within 24 hours automatically. A grievance may be raised if the payment has failed and the money deducted hasn't been rolled-bank in to your account or hasnt been processed to generate a CIN. If such a situation is not resolved in 24 hours, the user may submit a grievance for the same on the GST Portal.

GST Compliant Track Status

A user who has filed a grievance can check the status of the grievance from within the GST Portal itself using the Enquire Status option under the Grievance Menu. Grievances are built to show either of the following statuses depending on the path of resolution and checkpoint. Submitted: This status is shown after the submission of the grievance. Resolved: This status is displayed after the grievance is resolved. A user can receive timely updates on the registered email address or mobile number regarding the grievance ticket.

Procedure for Raising GST Complaint

The below-mentioned steps have to be followed to file a grievance or complaint (FORM GST PMT-07) related to payments on the GST Portal. Step 1: Visit the GST Portal by clicking here. Step 2: Login to the GST account with appropriate credentials. It should be noted that grievances can be submitted either before or after logging on to the GST Portal. However, payment related issues and grievances can only be submitted by registered taxpayers as they require to mention the appropriate GTIN while filing a grievance. 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 displayed by default.

Step 3- Filing GST Payment Related Grievances 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 Payment (GST PMT 07) option. Step 6: In the Grievance Related To drop-down menu, select one of the following options:

Amount deducted from the bank account and Cash Ledger not updated.
NEFT/ RTGS related issues.

Step 6- Filing GST Payment Related Grievances Step 7: The information in the Details of the Taxpayer who is reporting the grievance are auto-populated. If the grievance is being submitted by an individual without logging in, the individuals own details have to be entered in the field provided instead. Step 8: In the Discrepancy in the Payments section, enter the CPIN of the Challan in the CPIN field. Step 9: For a pre-login submission of grievance or complaints, enter the Captcha Code. Step 10: Choose the Sign with Authorized Signatory's PAN option and select the Authorized Signatory. Step 11: Click on the Submit with DSC tab or the Submit with EVC tab to submit the grievance form.

Step 11- Filing GST Payment Related Grievances

Filing with DSC

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

Step 11-A - Filing GST Payment Related Grievances 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 11-X - Filing GST Payment Related Grievances 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 11-Y - Filing GST Payment Related Grievances

Monitoring the Status of Compliant

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 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 Select icon. Once the search result has been displayed, a user may view the current status of the grievance. Clicking on the Grievance Number will display the grievance information in the read-only mode.