Grievance Redressal Portal for GST

Circular No. ES/286 /2017-18 January 29, 2018

To: Members of the Council

Sub: Grievance Redressal Portal for GST

Dear Member,

We are glad to inform you that the GST portal made available a new functionality for Redressal of Grievances by tax payers or any other stakeholders.

For this purpose the person has to go to the link https://selfservice.gstsystem.in/. They can lodge Complaint here indicating issues or problems faced by them while working on GST portal instead of sending emails to the Helpdesk.

The portal has been designed in such a manner that the user can explain issues faced and upload screenshots of pages where they faced the problem, for quick redressal of grievances.

This portal has the following advantages:

Enable the user to lodge his complaint and raise tickets himself.
To provide all required information and reducing to and fro communication between helpdesk and the tax payers, helping to reach a faster resolution.
Enable the tax payer to check the progress of resolution of his complaint by using the ticket number (acknowledgement number generated after a complaint is lodged).
Check the resolution comments in case the complaint/ticket is closed.
Based on selection of category/subject and sub-category, portal provides relevant FAQ/pages of User manual to help the user resolve the problem faced by him.

REPORT ISSUE/COMPLAINTCHECK STATUS

Please enter the key word of your issue that you are facing e.g. "GSTR ONE" or "PAYMENTS" or "GSTR THREE-B".

Type of Issue/Concern________________

Quick Guide to lodge a complaint/issue:

Please enter the keyword related to issue / complain being faced by you in the "Type of Issue/Concern" box.
The system will search and show the list of all the issue with the entered keyword from which you can select the exact issue, after which the system will show the FAQ’s and relevant sections of User Manual related to that issue / complain. Please go thru the FAQ shown which may solve the problem faced by you.
In case no match is found with the keyword entered, then you can select the most relevant Category and Sub-Category from the dropdown boxes next to the box, "Type of Issue".
In case the FAQ’s do not help resolve the issue, then please select the button "No, I want to lodge my complaint" which will show the page to fill in the details to lodge the complaint.
On lodging of complaint, System will give you a reference number (ticket). Use it to check status of your complaint in future here.

The new system is user friendly and the tax payer can be clear and explain the issues faced by them in effective manner.

Members may kindly make a note of the above do as advised.

Thanking You,

Yours faithfully,

S.BALARAJU
EXECUTIVE DIRECTOR