Mr. Harpreet Singh, Senior Standing Counsel submitted that in place of ‘IT Grievances Redressal Mechanism’, which in terms of the order dated 18.09.2019, was required to deal with all kind of grievances, including individual grievances relating to the working of the GSTN, the respondents are in the process of constituting Public Grievance Committees (PGC) at the local and commissionerate level, which would also redress IT Grievances.
The Court said that, However, it is not stated as to how and when the said committees would be constituted; what would be the structure and qualification of the persons who would be part of the said grievance committees, and; the mechanism that these committees would adopt to ensure that the grievances are adequately addressed, and do not remain unaddressed. It goes without saying that unless such committees have the participation of the decision-makers, their word may not matter and the grievance may remain unaddressed.
The division bench comprising of Justice Vipin Sanghi and Justice Sanjeev Narula directed the respondents to file an affidavit within two weeks.
The Court also observed that, “In the meantime, till the constitution of PGCs, we direct that the Chairman and the CEO, GSTN shall be responsible to monitor, and they shall ensure the redressal of all grievances relating to the GSTN, including IT-related grievances in the working of the GSTN network, and to comply with our orders, as well as the aspects on which agreements have been reached and assurances have been given by the respondents. A status report shall be filed by the Chairman and the CEO, GSTN on the next date with regard to the grievances tickets raised; grievances/tickets addressed and resolved, and; outstanding grievances/tickets”.