Goods and Service Tax is the biggest tax reform in the country. And when it comes to institutionalising anything on such a large scale, errors and glitches are obvious. In the years gone, the taxpayers and the GST authorities have had multiple encounters with such technical glitches, which has led to erroneous or missed filings. Thus, in order to address such issues on the GST portal, an IT-Grievance Redressal Mechanism was introduced in April 2018.
What is IT-Grievance Redressal Mechanism?
Grievance Redressal is a governance-related process used commonly in India. While the term “Grievance Redressal” primarily covers the receipt and processing of complaints from citizens and consumers, a wider definition includes actions taken on any issue raised by them to avail services more effectively.
In case of a grievance occurring due to technical glitches, the IT Grievance Redressal Committee has the authority to approve and recommend the steps to be taken by the GSTN/taxpayer in order to redress the grievance effectively. The relief could be in the nature of allowing the filing of any Form or Return prescribed in law or amending any Form or Return already filed.
However, it should be noted that the mechanism shall be available on account of technical glitches on the GSTN portal. In cases wherein the issue lies on the taxpayer’s end, for instance, loss of internet connectivity or power supply, the mechanism shall not be available.
How can a Taxpayer seek Redressal?
In order to avail redressal for the IT-grievance, the taxpayer will be required to make an application to the field or nodal officers. This application shall demonstrate the nature of the glitch on the common portal, due to which, the taxpayer could not complete the given filing/submission. The IT Grievance Redressal Committee shall examine and approve the solutions as may be necessary for an identified issue.
List of CGST Nodal Officers for IT-Grievance Redressal
Here is an up-to-date list of CGST Nodal officers for IT-Grievance Redressal:
| S. No. | Name of Central Tax Zone | Name of the Principal Nodal Officer | Designation | Office Address | Office Telephone (Landline Number) | Email ID |
| 1 | Hyderabad | Shri. B. Raghu Kiran | Joint Commissioner | Medchal Commissionerate | 040-24303045 | kiran.batchali@gmail.com, raghu. batchali@gov.in |
| 2 | Pune | Shri. Santosh Kumar Vatsa | Additional Commissioner | Chief Commissioner’s Office, GST & Customs, Pune Zone, 41-A, Sasoon Road, Pune – 411001 | 020-2651815 | santosh.vatsa@nic.in |
| 3 | Bhubaneshwar | Shri. Vishnu Kumar | Joint Commissioner | Chief Commissioner’s Office, GST /Central Tax, CX & Customs, Bhubaneshwar Zone, C.R. Building, Rajaswa Vihar, Bhubaneshwar – 751007, Odisha | 0674-2589002/2589935 | vishnukumar.irs@nic.in |
| 4 | Panchkula | Shri. Rajendra Pratap | Assistant Commissioner | SCO No 407-408, Sector 8, Panchkula | 0172-2583331 | pratapr7@gmail.com |
| 5 | Nagpur | Shri. Pradip Gurumurthy | Joint Commissioner | Office of the Principal Chief Commissioner of CGST & CX, GST Bhawan, Telangkhedi Road, Civil Lines, Nagpur – 440001 | 0712-2562625 | pradip.irs@gmail.com |
| 6 | Lucknow | Shri. Dinesh Kumar | Additional Commissioner | Office of the Principal Chief Commissioner of GST & Central Excise, Lucknow Zone, 7-A, Ashok Marg, Lucknow | 0522-2233061 | dineshcustom11@yahoo.com |
| 7 | Vadodara | Dr. Ashir Tyagi | Commissioner | 1st Floor, GST Bhavan, Near Arkee Garba ground, Subhanpura, Vadodara – 390023 | 0265-2388241 | commr-cexvdr2@nic.in, ashir.tyagi@nic.in |
| 8 | Ahmedabad | Shri. Sunil Kumar Singh | Commissioner | 2nd Floor, Custom House, Near All India Radio, Navrangpura, Ahmedabad – 380009 | 079-27542195 | cexamd3@nic.in |
| 9 | Vishakhapatnam | Sh. N Srujan Kumar | Deputy Commissioner | O/o the chief Commissioner of Central tax & GST Customs, GST Bhawan, Port Area, Vishakhapatnam – 530035 | 0891-2853157 | srujan.k@gov.in |
| 10 | Ranchi | Sh. Nitin Anand | Commissioner | 4th Floor, C.R. Building (Annexe), Birchand Patel Path, Patna – 800001 | 0612-2504037 | nitinanand.irs@gov.in |
| 11 | Meerut | Sh. Shashank Yadav | Dy. Commissioner | Chief Commissioner Office, Mangal Pandey Nagar, Meerut – 250004 | 0121-2761546 | shashanky.irs@gov.in |
| 12 | Chandigarh | Sh. Kumar Gaurav Dhawan | Additional Commissioner | O/o the Principal Commissioner CGST Commissionerate, Plot No. 19, Sector-17-C, Chandigarh | 0172-2710153 | kgdhawan@yahoo.com |
| 13 | Kolkata | Sh. Ramesh Kumar Dwivedi | Joint Commissioner | GST Bhawan 180, Shantipally, Rajdanga, Main road, Kolkata – 100107 | 033-24416839 | Ramesh.dwivedy@icegate.gov.in |
| 14 | Chennai | Sh. M. Sreedhar Reddy | Commissioner | O/o the Principal Commissioner of GST & Central Excise, GST Bhawan, 26/1, Mahatma Gandhi Road, Chennai – 600034 | 044-28331177 | commr-cexchn1@nic.in |
| 15 | Thiruvananthpuram | Sh. Biju Thomas | Dy. Commissioner | Office of the Commissioner of Central Tax & Central Excise, Central Revenue Building, I.S. Press Road, Kochi – 682018 | 0484-2398017 | bijuthomasvk@gmail.com |
| 16 | Jaipur | Sh. Arun Kumar | Commissioner | CGST & Central Excise, NCR Building, Statue Circle, C-scheme, Jaipur – 302005 | 0141-2385034 | Commr-cexjpr@nic.in |
| 17 | Bengaluru | Mrs. Gayathri Chandra Menon | Assistant Commissioner | O/o the Principal Chief Commissioner of Central Tax, Bengaluru Zone, P.B. No. 5400, C.R. Building, Bengaluru – 560001 | 080-22866425 | gayathri.menon@gov.in |
| 18 | Delhi | Sh. Michael Achom | Joint Commissioner | C. R. Building, I.P. Estate, Delhi – 110002 | 011-23378268 | ccu-cexdel@nic.in |
| 19 | Bhopal | (a) Shri Vinod Kumar saxena (For Chattisgarh State) | Principal Commissioner (Raipur Commissionerate) | GST Bhawan, Dhamtari Road, Tikrapara, Raipur – 492001 | 0771-2274410 | Vinod.saxena@gov.in |
| (b) Sh. Neerav Mallick (For Madhya Pradesh) | Commissioner (Indore Commissionerate) | O/o the Commissioner of CGST & Central Excise, 10, Manik Bagh Palace, Indore (M.P.) | 0731-2470677 | pccexindore@gmail.com | ||
| 20 | Shillong | Sh. B.S. Suhag | Additional Commissioner | 3rd Floor, Crescens, M.G. Road, Singh, Shillong – 793001 | 0364-2502052/2221770 | suhag104@yahoo.in |
| 21 | Mumbai | Sh. Amit Kumar Sharma | Deputy Commissioner | 5th Floor, GST Bhawan, 115, M.K. Road, Churchgate, Mumbai – 400020 | 022-22031320 | amit.irs@gov.in |
Technical Glitches under New GST returns
The CEO of GSTN, Prakash Kumar has stated most of the technical setbacks occurring on the GSTN portal arise due to last-minute rush for return filing. These glitches affect the GST filing process, making the whole process troublesome for a taxpayer.
Thus, in order to save the last moment rush, filing dates of GST returns will be done in a staggered manner. As of now, the GSTN portal boasts a concurrency of 1.5 lakh users, which means it can handle the load of 1.5 lakh users at a particular time. In order to make the most of this, the filing period has been staggered for various taxpayers’ segments, for instance, the due date for the big taxpayer is 20th of subsequent month and small taxpayer has been set on 22nd and 24th of subsequent month.
Inter alia, features such as SMS-based filing, Monthly & Quarterly returns, etc. can greatly reduce the load on the GSTN portal, thereby curbing the technical glitches on the same.
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