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For a GST portal error or service problem in Kerala, 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 ticket does not challenge an order or pause the appeal deadline.
Choose the right route
| Your issue | What to do | What proves submission |
|---|---|---|
| A GST Portal technical, payment, return, or service problem | Submit a ticket through the GSTN Self Service Portal. | The ticket or reference number; track it using Check Status. |
| You disagree with a decision or order from an adjudicating authority | File Form GST APL-01 with the Appellate Authority through the GST Portal. | The final acknowledgment in Form GST APL-02, which includes the appeal number. |
The GSTN explains the helpdesk process on its Self Service Portal and the appeal process in its appeal FAQ. Do not use a portal complaint instead of a statutory appeal.
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How to lodge a GST Portal complaint
- Open the GSTN Self Service Portal and search using words describing the problem, such as the affected return, payment, or service.
- Review the suggested FAQs and user-guide material. If it does not resolve the issue, choose the option to lodge a complaint. The portal’s wording is “No, I want to lodge my complaint.” Enter the issue details and attach relevant screenshots if useful.
- Save the generated ticket or reference number. Use the portal’s Check Status function to follow progress and read any resolution comments.
The GSTN Welcome Kit lists helpdesk support at 1800-103-4786 from 9 am to 9 pm daily and describes the self-service portal as available 24×7. Contact hours and availability can change, so confirm the current details on the official portal before relying on them.
Who can appeal, and what is the deadline?
According to the GSTN appeal FAQ, a taxpayer or an unregistered person aggrieved by a decision or order of an adjudicating authority may appeal to the Appellate Authority within three months from the date the decision or order is communicated. The FAQ says the authority may condone delay by up to one additional month if satisfied that sufficient cause prevented filing on time.
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Use the communication date—not simply the date printed on the order—as a key deadline reference, and check the provision applicable to your case. A helpdesk complaint does not, by itself, extend or pause the appeal period. Because the filing and acknowledgment stages affect when an appeal is treated as filed, do not leave submission until the last day.
File Form GST APL-01 online
- Log in to the GST Portal and open Services > User Services > My Applications.
- Set Application Type to Appeal to Appellate Authority, then select New Application.
- Choose the relevant order type and complete the application in FORM GST APL-01. The GSTN FAQ lists categories including demand, assessment, enforcement, penalty, confiscation, and other listed orders. Confirm that the available order type applies to your case.
- Enter the required details, upload the relevant records, complete the payment and signing steps, and submit. Keep the acknowledgment and appeal number issued after processing.
Information to gather for a Kerala APL-01
Kerala’s GST Rules and Form GST APL-01 call for information including:
- Your GSTIN, temporary ID, or UIN, legal and trade names, and address.
- The order number and date, issuing officer’s 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.
- A statement of facts, grounds of appeal, and prayer—the relief you are asking the authority to grant.
Gather the order and supporting records before starting the application so you can state the dispute and requested relief clearly.
Pre-deposit and signing
The GSTN appeal FAQ says a minimum pre-deposit of 10% of the disputed tax is required before filing, alongside the amount admitted as payable under applicable law. The FAQ says an appeal may be signed using DSC or EVC; a DSC is mandatory for companies and LLPs. Verify the amount payable and the signing method available for your case on the current portal.
Order copy and the filing acknowledgment
If you upload the order with the appeal, the GSTN FAQ 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 it is submitted later, the copy-submission date is treated as the filing date. GSTN says the appeal is considered filed when the final APL-02 acknowledgment with an appeal number is issued. Save that acknowledgment and monitor the application under My Applications.
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The GSTN appeal FAQ lists application statuses including appeal submitted, admitted, rejected, hearing notice issued, reply submitted, and appeal order passed. Check the application status in My Applications and follow any notices or requests for a reply.
The FAQ says that if the appeal is admitted, the portal flags the balance disputed amount as non-recoverable. Do not assume that merely starting an appeal immediately stops recovery; the effect depends on the current status and applicable legal provisions.
For an appeal decided by a Kerala appellate authority under section 107(11), Kerala Circular No. 05/2024, dated 6 April 2024, says the order 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. See the Kerala circular for that procedure.
Kerala administrative contact is not an appeal channel
The Kerala Chief Minister’s public grievance system has a directory entry for the Commissioner, State Goods and Services Tax Department, with office contact details. Its toll-free number, 1076, belongs to the Chief Minister grievance system. This may help locate an administrative contact, but it is not identified as a statutory appeal route. It does not replace filing APL-01 within the applicable time limit. See the Kerala Chief Minister’s grievance system.
Quick Recap
Keep proof for the route you used
- For a portal fault, retain the GSTN ticket number and check its status and resolution comments.
- For an order challenge, retain the APL-02 acknowledgment and appeal number, along with the order copy and supporting records.
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