PMT 07 : GST Payment Related Grievances : FAQ and User Manual

Filing Payment Related Grievances (PMT-07)

FAQs on Filing Payment Related Grievances (PMT-07)

1. For which issues can I raise a grievance?

Grievance can be raised ( on GST Portal)  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 / Complaints 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 > Enquire Status and enter the Grievance Number and status will be displayed.

User Manual on Filing Payment Related Grievances (PMT-07)

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 GST Portal by visiting the URL www.gst.gov.in

2. Login with your credentials.

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 > User Services > Grievance / Complaints command.

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

4. 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.

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

6. In the Grievance Related To drop-down list, select one of the available two options:

• Amount debited from the bank account, Cash ledger not updated

• NeFT/ RTGS related issue

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

8. In the Discrepancy In Payments section, in the CPIN field, enter the CPIN of the Challan.

9. In case of pre-login, enter Capcha code.

10. Select the Sign with Authorized Signatory’s PAN option and select the Authorized signatory.

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

FILE WITH DSC:

a. In the Warning box that appears. Click the PROCEED 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.

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 GST Portal by visiting the URL www.gst.gov.in

2. Login with your credentials.

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

3. Click the Services > User Services > Grievance / Complaints command. The Grievance / Complaints page is displayed.

4. 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.

The search result will get displayed, allowing you to access the status of your submitted grievance.

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 path and check point:

• Submitted: On submission of grievance

• Resolved: Once the grievance gets resolved.

Clicking the Grievance Number will display the corresponding details in read-only mode.

 

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