Learn! How to File Payment Related Grievance on GST Portal

Learn! How to File Payment Related Grievance on GST Portal

User Manual on Filing Payment Related Grievance on GST Portal

How can I submit grievances/ complaints regarding GST Portal? OR How can I submit response to the Grievance Officers further query?

To submit a grievances / complaints regarding GST Portal, perform the following steps:

1.) Access the http://www.gst.gov.in URL. The GST Home page is displayed.

2.) Login to the GST Portal with valid credentials.

Note: Grievances can be submitted either before or after logging-in to the GST Portal, however, payment related grievances can only be submitted by registered users or Taxpayers, since they are required to mention the GSTIN.

3.) Click the Services > Payments > Grievance against Payment (GST PMT-07) command.

4.) The Grievance / Complaints page is displayed. The Submit Grievance section will open by default.

5.) In the Grievance Type drop-down list, select the Grievance Against Payment (GST PMT 07) option.

6.) In case you have already filed a grievance and you are filing the grievance again, enter the previous grievance ID in the Previous Grievance Number field.

Note: State is auto-populated, in case, you have logged in to the GST Portal. Or else, in case of pre-login, select the State from the drop-down list.

7.) In the Grievance Related To drop-down list, select the appropriate choice.

8.) The details in the Details of Taxpayer (Person) who is reporting the grievance section are auto-populated. In case, you have not logged in to the GST Portal, you will need to enter your own details in the Details of Taxpayer (Person) who is reporting the grievance section.

9.) In the Name of Complainant field, enter the name of the Complainant.

10.) In the Description of Grievance field, enter the details of the grievance.

11.) Click the Choose File button to upload any supporting document related to the grievance.

12.) In the Discrepancy In Payments section, in the CPIN field, enter the CPIN of the Challan. The details related to CPIN are displayed.

13.) Select the Date on which amount got debited using the calendar.

14.) In the BRN field, enter the BRN.

15.) In case of pre-login, enter Captcha code.

16.) Select the Sign with Authorized Signatory’s PAN option and select the Authorized signatory from the drop-down list.

17.) Click the SUBMIT WITH DSC or SUBMIT WITH EVC button to submit the grievance form.

FILE WITH DSC:

a. Click the YES button.

b. Select the certificate and click the SIGN button.

FILE WITH EVC:

a. Enter the OTP sent on email and mobile number mentioned in the grievance form and click the VALIDTATE OTP button.

18.) On submitting the grievance form, the GST Portal will generate a Grievance Tracking Number and send it to the e-mail address as mentioned in the form. You can check your grievance status after 10 minutes, using the ‘Enquire Status’ service.

How can I monitor the progress / status of my submitted grievance?

To monitor status of your submitted grievances / complaints regarding the GST Portal, perform the following steps:

1.) Access the http://www.gst.gov.in URL. The GST Home page is displayed.

2.) Login to the GST Portal with valid credentials.

Note: Status of a Grievances can be enquired before or after logging-in to the GST Portal.

3.) Click the Services > Payments > Grievance against Payment (GST PMT-07) command.

4.) The Grievance / Complaints page is displayed. Click the Enquire Status section.

5.) Enter either your Grievance Number or Date Range. In case, you have not logged in, you can only search the Grievance Number.

6.) Click the Search button. 7.) The search results are displayed, allowing you to access the status of your submitted grievance.

Note:

  • If you are logged-in to the portal and have searched using the Date Range option, the search result will display the status of all submitted grievances along with their respective Grievance Numbers.
  • All grievances will show one of the following statuses, depending on their resolution:
    • Submitted: On submission of grievance
    • Resolved: Once the grievance gets resolved.

8.) You can click the Grievance Number and corresponding details will be displayed in read-only mode.

FAQs on Filing Payment Related Grievance on GST Portal

1.) For which issues can I raise a grievance?

Grievance can be raised in case of following issues:

  • Amount debited from the bank account, Cash Ledger not updated
  • NEFT/RTGS related issues

Please do not raise a grievance under the following conditions:

  • Before 24 hours of debit of amount from the bank account
  •  If payment status is PAID and amount is updated in Cash Ledger.
  • In case of E-payment, payment not initiated from the GST Portal.
  • If Memorandum of Error (MoE) is raised against the CPIN.
  • Payment status is Failed and amount is not debited from bank account
  • In case of OTC Payment, status is AWAITING BANK CLEARANCE and cheque/ Demand Draft is not realized. 

2.) Who can report grievances? Do I need to be a registered user of GST Portal for filing grievances?

Any registered taxpayer and any user who has been assigned Temporary ID can raise grievance for Payment related issues.

3.) Who addresses the submitted grievances?

All grievances related to Payments are handled by the GST Portal. Based on the CPIN and Bank name entered by Taxpayer in the Grievance Form, an on demand call will be sent to the concerned bank. Based on the response from the bank, the Electronic Cash Ledger will be updated with appropriate comments and the grievance will be closed.

If no response is received from the concerned bank or incorrect response is received from the bank, the Grievance ticket will be closed with appropriate remarks explaining the error occurred; e.g. “No details received from your bank for CPIN. Please contact the bank to resolve this. You can also contact the ombudsmen of the concerned bank if the bank is not responding.”.

The remarks will be sent to you on the registered email address and SMS of the authorized signatory. In case of taxpayers who have been filed grievance in pre-login mode, the remarks will be sent on the e-mail message and mobile phone number mentioned in the grievance form.

4.) While making GST payment, money has got deducted from my bank account but it is not reflecting in the Electronic Cash Ledger, neither I have received the CIN. How soon should I report my grievance in such a situation?

For grievances related to Payments or Electronic Cash Ledger and situations where money got deducted from the bank account but not reflecting in the Electronic Cash Ledger, or CIN not received, etc., users are advised to wait for 24 hours from the time of making the payment. Most cases get resolved automatically within 24 hours.

If your payment has failed, the deducted money may either get rolled-back into your bank account, or it may get processed to generate a CIN and thereafter it will be reflected in your Electronic Cash Ledger.

If the situation doesn’t automatically resolve in 24 hours, then you may go ahead and submit a grievance for your case on the GST Portal.

5.) Is there a way I can monitor the progress / status of my grievance after filing?

Users can check the progress / status of their grievances from within the GST Portal itself using “Enquire Status” service under Grievance Menu. All grievances will show one of the following statuses, depending on their resolution path and check point:

  • Submitted: On submission of grievance.
  • Resolved: Once the grievance gets resolved.

Whenever there is an update on the grievance ticket, Taxpayer / Applicant will receive updates by SMS and e-mail message.

6.) Can I submit grievance in pre-login mode?

The grievance can be submitted in both pre-login and post login.

7.) Can I see status of grievance in pre-login mode?

Yes

8.) How can I file a Grievance / Complaints on the GST Portal?

Navigate the Services > User Services > Grievance against Payment (GST PMT 07) and submit the grievance form thereafter.

9.) How can I enquire status of the Grievance / Complaints filed on the GST Portal?

Navigate the Services > User Services > Grievance / Complaints > Grievance against Payment (GST PMT 07) > Enquire Status and enter the Grievance Number and status will be displayed.

Dhanraj Sharma

Dhanraj Sharma is CEO of Tax Concept. He is on a Mission to Educate and Empower 10,000+ Professionals across the Country.

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