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How To Complain About GST Payment Issues?

The digital network for tax compliance can advance only when various systems seamlessly interact with each other. Despite of all the precautions taken by the GSTN, there may be various instances where errors can occur. Taxpayers can report these errors to the GSTN in multiple ways.

In this article, we will cover the steps, taxpayers can take to raise a complaint about issues faced during GST payments:

How Can Taxpayers Pay GST?

The GST network currently allows payments through the following modes:

  • Offline mode
    • Over the counter
    • NEFT (National Electronic Fund Transfer)
    • RTGS (Real-Time Gross Settlement)
  • Online mode
    • Internet banking
    • Debit or credit card

To pay GST through the online mode, the taxpayer has to first generate an e-Challan on the GST portal. While generating the challan or making the payment, there could be a few setbacks or technical difficulties. Taxpayers have an option to complain about the same on the GST portal.

Steps To Raise A Complaint About GST Payment Issues

  • A taxpayer can raise a complaint on the GST portal without logging into his/her account as well.
  • Complaints can be raised through the temporary IDs assigned. That means, to raise a complaint, it is not necessary to have a GSTIN.
  • When a taxpayer files a complaint after logging into his/her GST account, some of the details are auto-populated.

Step 1: Log in to the GST portal.

Step 2: Navigate to ‘Services’ ‘Payments’ ‘Grievance against Payment (GST PMT-07)

GST Payment Issues

Step 3: In the ‘Grievance against Payment (GST PMT-07)’ page, under ‘Submit Grievance’ check/add the following details,

  • State, GSTIN/Other ID, Name and Address of Business, Email Address, and Mobile Number of the taxpayer are auto-populated.
  • Enter previous grievance number, if any.
  • Click on ‘Grievance Related to’ and select one among the two options:
    • Amount debited from the bank account, Cash Ledger not updated.
    • NEFT/RTGS related issues.
  • Enter the name of the complainant.
  • Enter a description of the grievance.
  • Upload supporting documents in PDF or JPEG format by clicking on the ‘Choose File’ button. Here, the file size limit is restricted to 500 KB.
  • In the ‘Discrepancy of Payments’ section, enter CPIN. The payment related details will be auto-populated. Enter the date on which the payment was debited and the BRN details.
  • Check the box which says, ‘Sign with Authorized Signatory’s PAN’ and select the authorised

GST Payment Issues

GST Payment Issues

Step 4: Select SUBMIT WITH DSC’ or ‘SUBMIT WITH EVC’.

In case of the Digital Signature Certificate (DSC) option, sign with the DSC of the selected authorised signatory. In the case of the Electronic Verification Code (EVC) option, enter the OTP received on the authorised signatory’s registered mobile number and proceed.

Once this form is successfully submitted, a grievance tracking number will be generated and sent to the registered email address.

How To Check The Status Of The Complaint Raised?

In case the taxpayer wants to check the status of the grievance, the same can be checked under ‘Services’ ‘Payments’  ‘Grievance against Payment (GST PMT-07)’  ‘Enquire Status’.

GST Payment Issues

The taxpayer can search for the grievance by using either the ‘Grievance Tracking Number’ or the date range. The status and remarks against the grievance raised will be displayed.

Points To Remember

  • Taxpayers are advised not to raise complaints when:
    • The payment status on the portal is ‘Paid’, and the corresponding amount is reflecting in the electronic cash ledger.
    • The Memorandum of Error (MoE) is raised against the CPIN.
    • The payment status on the portal is ‘Failed’, and the bank account has not been debited.
    • The payment has been made using over-the-counter (OTC) mode, and the status of the payment is ‘Awaiting Bank Clearance’, and the cheque/demand draft used to make the payment is not yet realised.
    • 24 hours have not elapsed since the payment has been made.
  • Complaints can be filed without logging into the portal. To file a complaint, the taxpayers can visit the GST Portal and under ‘Services’, select ‘Payments’ and the ‘Grievance against Payment (GST PMT-07)’. Steps 3 and 4 (as mentioned above) remain the same. However, the GSTIN will have to be entered.

GST Payment Issues

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