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Frequently Asked Questions (FAQs)

Incidents can be created for pre-order and post-order placement whenever a deviation is observed from the general and special terms and conditions with respect to market, contract and bids.
The incident can be created by Buyers, Sellers and GeM Admin. In addition, incidents can be created by the system based on rule engines defined in the incident management policy.
The mild deviation would graduate to a serious deviation in case of non-rectification of the incident after escalation.
The Reporter may raise the incident again, if the closure is not appropriate, from the Incident management available on the GeM portal.
It depends upon the severity of the incidents.
For Mild – 20 days
For Serious – 15 days
For Severe – 10 days
No, the buyer/seller cannot escalate the issue to GeM Admin on the first day of the incident creation. Effective 26th December 2018, incidents can be escalated as per the below SLA:
For Mild–The escalation of incident to GeM admin would be allowed from day 21.
For Serious –The escalation of incident to GeM admin would be allowed from day 16.
For Severe –The escalation of incident to GeM admin would be allowed from day 11.
Yes, the reporter of the incident will get an email notification to escalate the incident.
Acknowledging to Show Cause Notice means that you have read and understood the contents of the Show Cause Notice.
The buyers/sellers to whom the SCN is sent will be notified and asked to provide the response as follows:
For Mild: No SCN is sent to buyer/seller. However, if no response is provided within 5 days of incident escalation, the severity level of the incident will be upgraded to ‘Serious’.
For Serious: Provide the response within 7 days.
For Severe: Provide the response within 10 days.
On upgradation of the incident severity from mild to serious, the incident would be resolved as per the policy defined for Serious Incidents.
Action would be taken by GeM admin in case of an unsatisfactory explanation or non-response to the SCN by the buyer/seller/service provider.
Buyer – Primary user and competent authority to be notified for necessary action.
Seller / SP suspended by the GeM admin (with approval of competent authority) for a period of:
• 30 days - For first deviation within a period of 90 calendar days
• 60 Days – For two or more deviations within a period of 90 calendar days
Buyer – Buyer – Primary user and competent authority to be notified for necessary action.
Seller / SP:
• For first & second deviation within a period of 90 calendar days: disabled by the GeM admin for a period of 90 days(and up to 12 months with approval from GeM authority).
• For third and subsequent deviation: In addition to the above, GeM may recommend the case to Ministry of Commerce, GoI for appropriate action.
All the days are to be calculated as Calendar days.
Yes, a notification email will be sent to both the buyer and the seller on closing of the incident.
No, only GeM admin can choose to close the incident after the show cause notice has been issued by them.
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