What is the GeM Incident Management System?
The GeM Incident Management System (IMS) is an automated policy enforcement framework on the Government e Marketplace designed to monitor adherence to GeM Terms and Conditions, Contractual Obligations, and Public Procurement Rules.
Incidents can be raised by buyers, sellers, or system-automated flaggers for non-compliance—such as delivery delays, catalog mismatch, order rejection, or failure to extend bid validity. Failing to respond within strict timelines leads to automated catalog disabling, account watchlisting, or multi-year portal debarment.
Common Triggers for GeM Incidents
Understanding why an incident is raised is key to structuring an effective legal and factual response.
Delivery Delay or Default
Failure to supply ordered goods or services within the stipulated Delivery Period (DP) without official extension approval.
Specification Deviation
Supply of non-compliant, defective, or mismatched items differing from bid technical commitments or catalog specs.
Bid Withdrawal or Misdeclaration
Withdrawing a bid post-opening, failing to furnish PBG, or submitting false declarations regarding MII/OEM credentials.
Direct Purchase / L1 Violations
Misleading catalog price escalation or non-fulfillment of Direct Purchase and L1 Matching mandates.
Our Incident Resolution Process
We provide a structured, time-sensitive resolution framework to safeguard your GeM account status:
- Incident Analysis & Evidence Audit: Examine the official notice details, buyer communication logs, and contract milestones to identify legal and procedural grounds.
- Show Cause Reply Drafting: Prepare a formal, factually supported legal response addressing every point of non-compliance raised in the SCN.
- Evidence Compilation: Structure delivery proofs, dispatch notes, buyer correspondence, and technical certificates into a compliant submission file.
- Portal Submission & Escalation Handling: Submit the official response via the IMS dashboard and coordinate during the Review Officer (RO) and Appeal Officer (AO) phases.
- Account Restoration Tracking: Track incident status through to official closure, ensuring catalog visibility and bidding rights are restored seamlessly.
Required Documentation for Defense
Incident & Contract Details
- Official GeM Incident ID and Copy of Show Cause Notice
- Contract / Purchase Order (PO) Copy from GeM Portal
- Official Buyer Correspondence (Emails, Letters, Letters of Extension)
Proof of Execution & Compliance
- Consignment Proofs (LR Copy, Courier Slips, Dispatch Receipts)
- OEM Test Reports, Warranty Certificates, and Inspection Reports
- Bank Payment Records / PBG Deposit Receipts
Incident Resolution Fee Structure
| Service Component | Coverage Details | Fee Details |
|---|---|---|
| Show Cause Reply Drafting | In-depth case audit, official reply drafting, and evidence compilation | ₹4,999 + GST |
| End-to-End Escalation & Appeal Support | Representation across Review Officer (RO) & Appeal Officer (AO) levels to closure | ₹8,999 + GST |
Frequently Asked Questions (FAQs)
1. What happens if I ignore a GeM Show Cause Notice?
Ignoring a Show Cause Notice results in automated escalation, leading to account watchlisting, catalog deactivation, suspension of bidding rights, or portal blacklisting for 10 to 365+ days.
2. How much time do I get to reply to an Incident on GeM?
Sellers typically receive a strict timeline of 5 to 10 days to submit an official response via the IMS portal, depending on the severity level of the incident.
3. Can a seller appeal against an adverse Incident decision?
Yes, if an incident decision results in penalty or suspension, an appeal can be filed before the designated Appeal Officer (AO) within the specified portal window with additional supporting proof.
4. Can an incident be closed if the buyer agrees to withdraw it?
Yes, if the buyer and seller resolve the issue bilaterally, the buyer can mark the incident as resolved or recommend closure on the portal, subject to GeM admin concurrence.
*Note: Document requirements and Service Fee may vary by tender, category and registration type. Tendershala's consultants confirm the exact checklist and service fee that applies to your specific requirement.