The tax payers have an option to login to the new Self Help Portal: https://selfservice.gstsystem.in/ if they want to report any issue related to GST. The portal will be live from January 22, 2018.
About the Portal:
The portal is designed to facilitate complaints from taxpayers and other stakeholders. Instead of sending emails to Helpdesk, they can report any problems or problems they have while working on the GST portal. It is designed to provide users with a quick fix for grievances and to upload screenshots of pages they encountered.
The advantages of the Portal are as follow:
1. They provide an option to raise a ticket in order to lodge the complaints of the tax payers by themselves.
2. Providing all necessary information and minimizing communication between helpline and taxpayer to achieve faster resolution.
3. Allow taxpayers to review the progress of their grievance redressal using the ticket number (confirmation number after filing a complaint).
4. Check resolution comments if complaint / ticket is closed.
5. Based on class / content and sub-category selection, the portal provides relevant FAQs / User's Manual pages to help users solve the problem they are facing.
Launch of GST Grievance Redressal Portal
The Goods and Services Tax Network (GSTN) not only established itself with time but also made continuous growth as well as improvement. In order to meet the demand and supply curve, the Goods and Services Tax Network (GSTN) has also launched a self - service portal. As the Goods and Services Tax is a relatively new concept, the complications in terms of its compliances are also new.
Now the Crores of Tax payers don’t have to send an e mail to [email protected] asking their queries. Now those who access the GST Portal and face any obstacle, the GSTN have upgraded their helpdesk to work as a new SELF HELP platform. It is now a platform where everyone can join and resolve issues and help others with any of their queries or issues. Everybody on that platform can read it and provide any solution that they are aware of.
The idea behind it was to provide a single and simple solution to all the GST related problems of the Tax payer.
The simple step to do this, is to visit the Portal of Grievance Redressal and then simply raise a ticket by yourself. Then you have to pen down any and all the queries that you have and then an expert will answer your questions soon. You have an option to even see the status of raised ticket whenever you want.
The Portal was launched on January 22, 2018 but it went live on January 25, 2018.
The Help desk is thus withdrawn with the launch of this new self - service portal and is no longer working.
The Services offered at this portal
· Report issue/ Complaint
· Check Status of Complaint/ issue raised
Quick Guide to raise your GST query/ report issue:
STEP 1: In the “Type of Issue/ Concern” box, you need to mention the keyword related to the issue which you are facing. The drop down list will appear which consists of all the related issues to your keyword.
For Example, you need to type GSTIN for any query related to “How to get GSTIN?”
STEP 2: From the said drop down list you need to select the query which is relevant to your question. There will be two options in front of you:
1. The Relevant Category as well as the Sub Category to which your keyword belongs. You have an option to re select your question which might be more clear here, than the drop down list.
2. You can also check the “FAQs” which is the Frequently Asked Questions in order to look for your question or query.
STEP 3: You can always find the solution to your problem in the Frequently Asked Questions section. All you need to do is find your query, then click on it and it will open a new tab which will contain the answer to your query. You also have an option to file a feedback for the answer you get through the FAQs and in the end you will have to click on YES which would indicate that your issue was resolved.
STEP 4:In case your issue is not yet resolved, then you have an option to raise a ticket for your relevant issue. If it so happens, that your issue is not available in the drop down list or the Frequently Asked Questions as well, then you need to select the “NO, I WANT TO LOG MY ISSUE” button which will be available at the end of the homepage.
In the Ticket Details Section, you need to first enter any of the following:
· Either the GSTIN or the ARN (application reference number) or the TRN(Ticket reference number) or
· The PAN number
The mandatory fields which have to be filled which are relevant for the PAN Number or the GSTIN Number either of which you had filled earlier:
· First Name,
· Last Name,
· Mobile number and
· Email-address.
You will be given 500 words to write your query or complaint or the issue down in the Description box.You also have an option to attach either the screenshots or the reference files which can be in any of the following formats:
· PDF
· JPEG
· PNG
· JPG
You have to select the “Choose File” button and then the file which you want to upload. There is also an “Add More” button available in case you have more than one file that you want to upload.
Important Information:
1. All the attachments together should not hold more than 5 MB space, you are allowed to compress them and then upload them.
2. A new ticket has to be raised for every query or issue that is under different category or even in different sub categories.
STEP 5: Finally, you have to enter the CAPTCHA and then select the “Submit” button. A dialogue box will appear on your screen; you have to select “YES” in order to proceed. On your screen you will see a confirmation message which will have a fifteen - digit Ticket Reference Number. You should either click on “Save as PDF” or on “Print” in order to save it for any future reference.
The email id which you have provided in the STEP 4, will be used to send you a detailed message regarding the same.
Quick Guide to Check Status of Complaint/Issue
The GSTN provides you with a facility to check the progress of your ticket anytime you want. It could either be pending or even resolved. You need to visit the homepage and the click on the “CHECK STATUS” option. Thereafter, you need to enter the Ticket Reference Number which was provided to you in the box. Enter the CAPTCHA code mentioned on your screen and finally click “Search”.
The details of the ticket will then be sent to the email id which you had earlier provided.
Benefits of the Self Service Portal
The benefits of the Self Service Portal are mentioned below:
1. It offers a much more effective as well as efficient user interface for the tax payers.
2. This portal acts like a single platform for all the problems of the users and then resolve them via a direct channel.
3. You have the option to check the status of your ticket as well. You can also access the solution which is provided to your query.
4. The FAQs mostly have the solution to all the common query or problem that may arise.
