SOP on IT Grievance Redressal Committee (GRC)
Updated on: Jul 21st, 2021
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2 min read
A large section of taxpayers can face similar technical problems on the GST portal. Thus, the CBIC came up with the concept of IT grievance redressal mechanism to resolve such common and popular issues. The GST implementation committee sets up an IT Grievance Redressal Committee. It will approve and recommend to GSTN the steps to be taken for redressal of grievances.
However, taxpayer grievances related to matters other than technical problems like non-availability of the internet, issues of individual taxpayers or any other localised problem are not entertained by the GRC.
The following process will be followed to handle the taxpayer grievances:
- Application to the nodal officer: A nodal officer will be appointed for each state. Taxpayers can make an application to their respective jurisdictional nodal officers specifying the technical issues faced on the GST common portal.
- Submission of evidence: A taxpayer shall also submit evidence to the nodal officer to support the attempts made by him for complying with the due process of law.
- Sending such applications to GSTN: The jurisdictional nodal officers will examine the requests, collate them and then submit the same to GSTN nodal officer at his email ID – gstn.nodal@gstn.org.in in the below format:
Table A: Details of the reporting Nodal Officer
| Name of the nodal officer | |
| Designation of the nodal officer | |
| Central/State Government | |
| State/Union Territory | |
| Email ID | |
| Phone number: Office/mobile | |
| Officer address |
Table B: Details of technical problems faced
| GSTIN of the taxpayer | |
Legal name of the taxpayer | |
Email of the authorised signatory for communication | |
Category of the functionality where difficulty was faced (example GSTR-3B, TRAN-1) | |
Description of the issue in detail | |
Date when the taxpayer first tried to file the form | |
Nature of error along with screenshots and other evidence | |
| Details of subsequent attempts of filing | |
| Nature of errors received while filing | |
| Date of the communication of the problem to the GST help desk or Self-Service Grievance Redress Portal along with the provided service request/ticket numbers. | |
Remarks of the nodal officer |
- Investigation by the GSTN nodal officer: He will investigate each case with the technology team of Infosys and GSTN.
- Issue will be put before GRC: After examination and investigation of the grievances by the GSTN, the identified issue will be put before the IT Grievance Redressal Committee.
- Decision: The IT Grievance Redressal Committee will provide directions for resolution of the issue to the GSTN nodal officer who will further intimate the same to the jurisdictional nodal officers.
Quick Summary
The CBIC established an IT grievance redressal mechanism to address common technical problems on the GST portal. Taxpayers can submit technical issues to jurisdictional nodal officers, who will then forward to GSTN for investigation. The IT Grievance Redressal Committee will examine and direct solutions for identified issues. Questions: What is the purpose of the IT grievance redressal mechanism? How are taxpayer grievances related to non-technical issues handled? Who is responsible for investigating technical problems faced by taxpayers on the GST portal?
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