 In a significant administrative move aimed at enhancing transparency and accountability, the Government of India has extended the scope of its grievance redressal mechanism. The Directorate of Public Grievances (DPG) under the Cabinet Secretariat will now accept and resolve complaints related to the Income Tax Department and the Central Board of Indirect Taxes and Customs (CBIC).
This new provision enables taxpayers, importers, exporters, and traders to escalate issues such as delayed services, poor redressal by tax authorities, or bureaucratic inefficiencies through a centralized government portal.
What the Change Means
Central Oversight for Revenue-Related Complaints
Previously, grievances had to be addressed within the tax or customs departments themselves. Now, the DPG can intervene in cases involving administrative delays, lack of service delivery, or procedural injustice, thereby adding a level of external accountability.
Systemic Reforms in Governance
This shift is seen as part of a broader government initiative to build a more citizen-centric bureaucracy, promote transparent service delivery, and enhance ease of doing business for entrepreneurs and MSMEs.
Impact on Trade and Taxpayers
Improved Business Environment
With many businesses facing issues such as delayed GST refunds or customs clearances, this mechanism provides them with a quicker and more transparent path to grievance redressal.
Feedback from the Business Sector
Business associations have welcomed the reform, calling it a much-needed step to reduce red tape and unnecessary administrative hurdles in tax and customs compliance.
Expert Opinions
Dr. Dattesh Parulekar, Assistant Professor at Goa University, commented that the new mechanism aligns with the government’s vision of responsive governance. He emphasized that an accessible and independent channel for grievance resolution will empower citizens and businesses.
A garment exporter based in Gurugram noted that frequent refund delays severely impact cash flow, and a centralized complaint mechanism may now help in faster resolution.
Alignment with Broader Reforms
This move complements several ongoing efforts within the GST and customs frameworks, including:
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Regular state-level grievance meetings to resolve trader complaints
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Recommendations for dedicated GST Secretariats to enhance coordination
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Promotion of digitization in complaint tracking and resolution
As this mechanism gets operationalized, it is expected that more taxpayers and businesses will utilize it to address chronic issues. Integration of departmental data with the DPG system and timely follow-up will be key to its success.
The Cabinet Secretariat’s decision to include tax and customs grievances in its mandate marks a progressive shift in Indian governance. By institutionalizing an impartial platform for resolution, the government aims to boost public trust and reinforce administrative accountability across the revenue ecosystem.
