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For a GST portal or technical problem, lodge a ticket through the GSTN Self Service Portal. To challenge a tax decision or order, file a statutory appeal in Form GST APL-01 through the GST Portal. These are separate processes: a helpdesk complaint does not challenge an order or extend the appeal deadline.
Choose the right route
| What you need to do | Where to go | Proof to keep |
|---|---|---|
| Report a technical or portal-use problem, such as an issue with a return, payment, or service | GSTN Self Service Portal | Ticket or reference number; track it using Check Status |
| Challenge a decision or order made by an adjudicating authority | GST Portal: Services > User Services > My Applications > Appeal to Appellate Authority | Final APL-02 acknowledgment and appeal number |
A portal grievance is a support ticket, not a legal appeal. If you disagree with an assessment, demand, penalty, or other adjudication order, use the appeal process and protect its filing deadline.
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How to submit a GST portal complaint
- Open the GSTN Self Service Portal and search using words that describe the affected return, payment, or service.
- Review the suggested FAQs and user-guide material. If they do not resolve the problem, select “No, I want to lodge my complaint” and enter the issue details. Attach relevant screenshots if they help explain the problem.
- Save the ticket or reference number generated after submission. Use the portal’s Check Status function to follow progress and read any resolution or closure comments.
The GSTN Welcome Kit lists helpdesk number 1800-103-4786 and hours of 9 am to 9 pm daily; it describes the self-service portal as available 24×7. Contact hours and availability may change, so check the live portal before relying on them. GSTN Help and Welcome Kit
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When and where to appeal a GST order
Check the limitation period first
The GSTN appeal FAQ says a taxpayer or an unregistered person aggrieved by an adjudicating authority’s decision or order may appeal to the Appellate Authority within three months from the date the decision or order is communicated. It says the authority may condone delay by up to one additional month if satisfied that sufficient cause prevented timely filing. Confirm the applicable statutory provision and the communication date for your case; do not assume a grievance ticket pauses the limitation period. GSTN appeal FAQ
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Open an APL-01 application
- Log in to the GST Portal and open Services > User Services > My Applications.
- Set Application Type to Appeal to Appellate Authority and select New Application.
- Choose the relevant order type and complete FORM GST APL-01. GSTN lists categories including demand, assessment, enforcement, penalty, confiscation, and other listed orders. Check that the relevant category is available and fits the order you are challenging.
Prepare the information Kerala APL-01 asks for
Kerala’s APL-01 form calls for identifying details about the appellant and the order, as well as the substance of the dispute. Gather the order and supporting records before you start. The form asks for:
- Appellant’s GSTIN, temporary ID, or UIN; legal name, trade name, and address.
- Order number and date, issuing officer details, and the date the order was communicated.
- Authorised representative details, if applicable.
- The issue and period in dispute, disputed amounts, and whether you request a personal hearing.
- Statement of facts, grounds of appeal, and prayer—that is, the relief you want the Appellate Authority to grant.
See Kerala Form GST APL-01. For a fact-intensive dispute, a qualified GST practitioner, chartered accountant, or tax lawyer may be able to help prepare the grounds and relief requested.
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Check the payment and signature requirements
The GSTN appeal FAQ says a minimum pre-deposit of 10% of the disputed tax is required before filing, alongside any amount admitted as payable under the applicable law. It says appeals may be signed using DSC or EVC, with DSC mandatory for companies and LLPs. Verify the amount due and available signing method for your case on the current portal and under the applicable rules. GSTN appeal FAQ
Upload the order and keep the final acknowledgment
If you upload the order with the appeal, GSTN says the provisional acknowledgment date is treated as the filing date. If you do not upload it, submit a self-certified copy within seven days; if you submit it later, the copy-submission date is treated as the filing date. GSTN says the appeal is considered filed when the Appellate Authority issues the final APL-02 acknowledgment with an appeal number. Save that acknowledgment and monitor the application in My Applications.
What happens after filing
The GSTN appeal FAQ lists portal statuses including appeal submitted, admitted, rejected, hearing notice issued, reply submitted, and appeal order passed. It says that if an appeal is admitted, the portal flags the balance disputed amount as non-recoverable. Do not assume that simply starting an application immediately stops recovery; check the status of your appeal and the legal position applicable to your case.
Kerala Circular No. 05/2024, dated 6 April 2024, says an Appellate Authority order under section 107(11) is accompanied by a summary in Form GST APL-04. It describes the order being prepared manually by the authority and uploaded to the portal. Kerala Circular No. 05/2024
Kerala administrative grievance contacts
The Kerala Chief Minister’s public grievance system has an offices-connected directory entry for the Commissioner, State Goods and Services Tax Department. The toll-free number 1076 belongs to that Chief Minister grievance system. It may help locate an administrative contact, but it is not identified as a statutory GST appeal channel and does not replace filing APL-01 within the limitation period. Kerala Chief Minister’s public grievance system
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