How to File an IRCTC Complaint for Incorrect GST or Overcharging on a Train Ticket

If an IRCTC or railway ticket appears to include an incorrect GST amount or any other excess charge, start with RailMadad through its train-complaint form or by calling 139. Enter the PNR or UTS number, train and journey details, the fare and GST printed on the ticket, the amount actually debited, and attach the ticket and payment proof. State the arithmetic difference clearly and ask the railway to verify the applicable calculation and refund any proven excess.

For an IRCTC e-ticket account or booking problem, also use IRCTC eQuery or call 14646 within India. If a ticket-rule refund is required, file a separate online Ticket Deposit Receipt (TDR). Use GSTN Self Service only when the problem concerns the tax system or an invoice record, not as a replacement for the railway refund process.

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Which complaint route should you use?

The correct channel depends on what went wrong. A railway grievance, an IRCTC account problem, a formal ticket refund, and a GST-system defect are handled through different workflows. You can use more than one route when the issues are separate, but keep each reference number and explain how the cases relate.

RailMadad is the primary railway grievance route. It supports web, app and SMS channels, and 139 provides telephone assistance. The Department of Consumer Affairs directory also identifies RailMadad/139 for railway grievance redressal and CPGRAMS for public grievances.

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First preserve every piece of evidence

Do this before submitting a complaint or attempting cancellation. A reviewer must be able to match the charge to the exact journey and transaction.

• Save the e-ticket PDF and take a screenshot showing the complete fare, tax and total. If you have a paper ticket, photograph both sides and any receipt.
• Record the PNR or UTS number, train number and name, journey date, boarding and destination stations, class, passenger name and booking or transaction date.
• Copy the fare, GST and total exactly as displayed. If a separate service fee, convenience fee or other line appears, record that line too instead of calling the entire total “GST.”
• Save the bank, card, wallet or account receipt showing the amount debited. A bank entry proves payment, while the ticket or invoice explains what the seller says the amount represents; you normally need both.
• Keep photographs of a station notice, onboard receipt, catering bill or vendor slip if the extra amount was collected after booking.
• Write down where the charge occurred: online booking, station counter, onboard staff, catering vendor, cancellation transaction or another IRCTC service.
• Do not alter screenshots or crop away the PNR, date or amount. Redact unrelated account numbers only when necessary for privacy.

Take the difference from the documents, not from an assumed GST rate. Official railway and IRCTC pages do not publish one universal GST percentage or one guaranteed refund amount for every ticket. The applicable calculation can depend on the ticket, service and rule in force.

File the complaint in RailMadad

1. Open the train-complaint form

Use the RailMadad train complaint form, app or SMS channel. The form begins with mobile verification and asks you to confirm the journey. Its on-screen reminder says, “Please confirm your journey details before proceeding…” Check that the displayed train and date match your evidence before continuing.

2. Complete the identity and journey fields

Enter the mobile number and one-time password requested by the form. Supply the PNR or UTS number, train information, journey date, stations and other requested identifiers. If you are complaining about a station, onboard or vendor charge rather than the original e-ticket, use the journey identifiers that tie the incident to the trip and describe the collection point precisely.

3. Choose the closest complaint type and subtype

Select the category that most closely describes an overcharge, fare, ticket, catering or other railway-service issue. Do not choose a tax-system category merely because the disputed line says GST; the railway must first verify whether the underlying charge and tax treatment are correct.

4. Enter the incident date

Use the date the charge or incident occurred. For an online booking, this may be the transaction date; for an onboard collection, use the date of the journey or receipt. If booking and travel occurred on different dates, state both in the description.

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5. Upload readable evidence

The form shows PDF, JPG, JPEG, PNG and MP4 as accepted formats, with an upload limit of 5 MB. Combine pages into one PDF or compress images when necessary, but keep the fare, GST, total and payment amount legible. If a file will not upload, submit the complaint with the key figures in the text and retain the files for a follow-up request.

6. Write a verifiable calculation

Use a short calculation that a reviewer can check without interpreting your assumptions:

“Ticket/receipt shows ₹X fare + ₹Y GST = ₹Z. My bank/card record shows ₹A charged. The difference is ₹B. Please verify the applicable fare and GST calculation and refund any proven excess.”

Replace every letter with the exact amount and identify the currency as shown. If the ticket contains a convenience fee or another line, list it separately. Explain whether the amount was charged during booking, at a station, onboard, by a catering vendor or by another IRCTC service. Ask for the railway’s calculation; do not assert that the difference is automatically illegal GST.

7. Submit and save the complaint number

Before submitting, check the PNR, date, train and amount one more time. After submission, screenshot the confirmation page and save the complaint number. RailMadad is designed for complaint tracking and feedback, so save every status change, request for information and closure message. A case number is essential if you later contact IRCTC or escalate.

How to describe the overcharge so it can be checked

A vague statement such as “IRCTC took extra GST” leaves the reviewer to reconstruct the transaction. Give a line-by-line record instead.

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1. Identify the document: e-ticket, invoice, counter receipt, onboard receipt or vendor bill.
2. Quote the printed fare and GST amounts and the printed total.
3. Quote the amount that actually left your account, including the transaction date and payment method.
4. Subtract the printed total from the debited amount, then explain any separate fee rather than folding it into GST.
5. State the remedy: confirmation of the correct calculation, correction of the invoice or refund of the amount proven to be excess.
6. Attach the documents that support each number and give the RailMadad number if you already contacted another channel.

For example, if the ticket states fare ₹X, GST ₹Y and total ₹Z, while the payment record shows ₹A, write the arithmetic as “₹X + ₹Y = ₹Z; charged ₹A; difference ₹A − ₹Z = ₹B.” Do not substitute an online calculator’s expected tax rate for the figures on your own ticket.

Use IRCTC support for e-ticket and account problems

IRCTC’s contact guidance directs ticket customers to its enhanced online eQuery interface, where customers can submit and track queries. Use eQuery when the dispute involves an e-ticket booking, payment posting, account display, failed cancellation or another IRCTC-controlled process. Include the RailMadad complaint number when the same transaction has a railway grievance open.

IRCTC also lists 14646 within India. When calling, have the PNR or UTS number, train and journey details, transaction amount, payment reference and RailMadad number in front of you. Ask for the support reference and write down the date, time and substance of the advice. A telephone conversation does not replace written evidence, so submit the documents through the channel the agent identifies.

For online cancellation or TDR-filing problems, the listed email is [email protected]. Send the message from the registered email address. Explain the exact error, when it occurred, the PNR, attempted action and deadline concern, and attach the ticket and screenshots. This address is for cancellation or TDR-filing problems; it is not a substitute for a general railway overcharge complaint.

When a TDR is required for the refund

A RailMadad complaint records a grievance, but it may not be the formal refund application required by the ticket rules. If the remedy is a refund allowed under the applicable railway rule, use the online TDR process in your IRCTC account.

1. Sign in to the IRCTC account associated with the ticket.
2. Open Services > File Ticket Deposit Receipt (TDR).
3. Select the relevant ticket and reason, then submit the claim within the deadline that applies to that reason and journey.
4. Save the TDR reference and all confirmation screens.
5. Continue to monitor the claim and keep the payment-account details unchanged until the decision is complete.

IRCTC forwards the TDR claim to the concerned railway. If approved, the refund is credited through the account used for payment. Eligibility, deadlines and the amount depend on the applicable railway rule and the facts of the journey; a grievance submission does not automatically extend a TDR deadline or create entitlement to a refund. If the TDR page fails, use the registered-email address above and include the error evidence.

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Use GSTN Self Service only for a tax-system or invoice defect

GSTN Self Service is appropriate when the problem is with the GST system, invoice record or a technical tax-portal function—for example, an invoice cannot be generated or a tax record is displayed incorrectly. It is not the channel that decides whether the railway charged the correct fare or owes a ticket refund.

1. Open GSTN Self Service and search the issue using the terms that describe the invoice or system problem.
2. Review the suggested FAQ and follow any applicable resolution steps.
3. If the FAQ does not solve the problem, choose the relevant category and subcategory.
4. Select the option to lodge a complaint and enter the transaction and technical details.
5. Attach screenshots or invoice files that show the defect.
6. Save the reference number. The portal states that, on lodging a complaint, the system gives a reference number (ticket) that can be used to check status later.

GSTN lists helpdesk number 1800-103-4786. Keep the GSTN ticket separate from the RailMadad and IRCTC references, and explain that it concerns the tax-system or invoice issue rather than a demand for a railway refund.

Escalate an unresolved complaint

Escalation is appropriate when the first case was closed without addressing the calculation, when you received an unexplained refusal, or when the available response does not match the documents. Escalate the handling of the original case, not merely the same allegation in a new form.

1. Collect the RailMadad complaint number, IRCTC eQuery or call reference, TDR number if applicable, GSTN ticket if applicable, submission dates and every response or closure message.
2. Prepare one chronology: booking or purchase, discovery of the discrepancy, first complaint, requested remedy and the response.
3. Attach the e-ticket or receipt, invoice or GST breakup, payment proof, calculation, screenshots and relevant correspondence.
4. Use the government-listed RailMadad/139 route for railway assistance and grievance redressal, or submit the complete record through CPGRAMS for a public-grievance escalation.
5. State exactly what remains unresolved—for example, “The closure did not explain the ₹B difference between the ticket total and the payment record.”
6. Save the escalation reference and monitor it. Do not delete the original case or alter the submitted documents.

Neither RailMadad nor CPGRAMS guarantees that every discrepancy will result in a refund. Their value is that they create a documented review path and allow an unresolved response to be examined by the appropriate authority.

Common situations and the best next step

The ticket total differs from the bank debit

Compare every line on the ticket with the payment receipt. File RailMadad with the arithmetic and ask whether the difference is a permitted fee, a duplicate charge or an error. Use IRCTC eQuery if the transaction appears incorrectly in your account.

The GST line itself looks wrong

Do not assume a universal rate. Quote the fare, GST and service description exactly, request the railway’s calculation, and attach the invoice. If the invoice cannot be generated or the tax record is technically incorrect, add a GSTN Self Service ticket.

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An onboard or station seller collected more than the printed amount

Photograph the receipt or notice, record the location, coach or counter and time, and report the incident through RailMadad. Identify the seller or service if the receipt names one. A bank statement alone will not show where the collection occurred.

You need a refund under ticket rules

File the TDR through Services > File Ticket Deposit Receipt (TDR) as well as reporting any service or overcharge issue. Check the applicable deadline; a RailMadad number does not replace the TDR.

The online form will not accept your attachment

Check that the file is PDF, JPG, JPEG, PNG or MP4 and no larger than 5 MB. Reduce the file size without making the figures unreadable. Submit the calculation in the description, save the failed-upload screenshot and provide the file when the railway requests it.

The complaint was closed with no calculation

Reply or escalate using the original number. Attach the same documents, identify the missing explanation and ask for a review of the specific ₹ difference. A new complaint without the first case number makes it harder to show that the response was inadequate.

What not to do

• Do not describe every extra line as GST when the ticket labels it as a different fee.
• Do not use a guessed tax percentage to replace the ticket’s itemised figures.
• Do not omit the PNR, UTS number, journey date or payment proof.
• Do not rely on a telephone promise; obtain a reference and preserve written confirmation.
• Do not wait for a general grievance response if the ticket rules impose a separate TDR deadline.
• Do not send sensitive full card numbers, passwords or one-time passwords. Share only the transaction details needed to identify the payment.

Final filing checklist

• Ticket or receipt saved in its original form
• Invoice or GST breakup visible
• Payment receipt or bank/card record saved
• PNR or UTS number copied correctly
• Train number, journey date, stations, class and passenger name recorded
• Exact fare, GST, total, amount charged and arithmetic difference written out
• Incident location and date identified
• RailMadad complaint submitted with a readable attachment within the 5 MB limit
• Complaint number and status screenshots saved
• IRCTC eQuery or 14646 used for an e-ticket support issue
• TDR filed separately when the ticket rules require a refund claim
• GSTN Self Service used only for a tax-system or invoice issue
• Original references and closure reasons included in any CPGRAMS escalation

Railway information services handle millions of passenger transactions; the Ministry of Railways reported nearly 58 crore meals served annually in 2026 and said complaints averaged about 0.0008%, including overcharging complaints. That aggregate figure does not decide an individual case. Your own itemised ticket, payment record and a checkable calculation are what allow the railway to determine whether an excess was actually charged.

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