GeM Incident Management System
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What’s Included?
Incident Identification & Case Evaluation Ticket Creation on GeM Portal / Helpdesk Issue Categorization & Priority Mapping Documentation Drafting & Submission Buyer-Seller Dispute Handling Representation to GeM officials Show Cause Notice (SCN) Reply Follow-ups & Status Tracking Account Suspension Revocation Incident Closure Confirmation
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GeM Incident Management System - Process, Deviations & Appeals
The GeM Incident Management System or IM System under GeM Policy 2025 is an online platform introduced on July 21, 2025, aimed at ensuring transparency and accountability in addressing various issues noted on the Government e-Marketplace, such as complaints, rule breaking, and contractual issues.
This system ensures that all issues are tracked, reviewed properly, and resolved in a fair way, helping build trust between buyers and sellers on the platform.
At Professional Utilities, we help GeM users by helping them manage incident reports, responding to notices, and follow the new IM guidelines. This helps them stay in tune with the rules and regulations to avoid penalties or problems.
Table of Content
- What is the GeM Incident Management System
- Main Objectives of GeM Incident Management
- Who Can Raise an Incident
- Temporary Moratorium vs Suspension
- Process of Handling a GeM Incident
- How Sellers or Service Providers Can Fix a Deviation
- Appeal Process under GeM Incident Management
- Conclusion
- Highlights of the 2025 GeM IM Policy
- Explore More GeM Pages
- Frequently Asked Questions
What is the GeM Incident Management System
The Incident Management (IM) System lets users to report, keep an eye on, and fix problems related to the platform in a clear and organized way.
Through the Incident Management system, buyers and GeM officials can:
- Report an issue or deviation
- Report an issue or deviation
- Respond to notices
- Close the case once resolved
Note: A “deviation” means any action that breaks GeM’s terms, like fake listings, false documentation, delay in delivery, or non-payment.
Main Objectives of GeM Incident Management
GeM Incident Management aims to maintain a transparent, trustworthy, and secure marketplace by allowing quick and fair decisions on all platform issues.
- Promote transparency and accountability in all transactions
- Build trust between buyers and sellers
- Detect and penalize fraudulent or non-compliant practices
- Guarantee quick and fair decisions through automation
- Keep the GeM marketplace safe and credible for everyone
Who Can Raise an Incident
Under the GeM Incident 2025 policy, the following can raise an incident on GeM:
- Buyer
- GeM Admin, based on offline or reported deviations
- GeM System: which can automatically flag rule violations.
- Verifying Agencies appointed by GeM
All Communication and updates are done only through the IM Dashboard, which allows for transparency and avoids offline confusion.
Types of Deviations under GeM Incident Management
A non-compliance under the GeM Incident Management System, depending on its severity, is categorized as a deviation, and repeat offenses have longer periods of suspension. Here’s the structured breakdown:
| Deviation Type | Meaning | Suspension / Action |
|---|---|---|
| Mild | Minor mistakes such as wrong product category or document errors | 30–45 days |
| Serious | Misleading information, payment delays, or poor performance | 45–60 days |
| Severe | Fake documents, non-delivery, or withdrawal after bid | 60–90 days |
| Grave | Repeated or intentional violations damaging GeM’s reputation | Up to 2 years, possible debarment for extreme cases |
Note: Suspensions under the GeM IM System increase with violation seriousness and repetition.
Temporary Moratorium vs Suspension
Temporary Moratorium and Suspension are the various actions under GeM that temporarily restrict the sellers' activities in order to guarantee the principle of fair practices for maintaining the trust in the platform.
Suspension:
A seller or service provider is temporarily blocked from participating in bids or updating listings for a certain fixed period of time.
The Temporary Moratorium:
Some account features are paused when applied for non-payment or minor deviations, but the seller can still complete ongoing deliveries and payments.
Both the actions are visible on the seller’s profile, reflecting their credibility score and impacting their future business on GeM.
Process of Handling a GeM Incident
The GeM Incident Management process allows easy and fair decision of issues through a clear step-by-step system, from reporting an incident to its final closure on the platform.
- Incident Raised: Buyer, Seller, or GeM Admin reports an issue on the IM Dashboard.
- Response Period: The other party has 7 days to respond or fix the issue.
- Escalation: If unsolved, the case goes to GeM Admin.
- Show-Cause Notice (SCN): The portal issues a notice asking for an explanation within 5 days.
- Review: GeM Admin checks responses and evidence.
- Action: Depending on the case, GeM may issue a suspension or moratorium.
- Closure: Once corrected or resolved, the incident is closed on the dashboard.
GeM Incident & Notice Support
Need help responding to a "Show-Cause Notice" or managing a "suspension" on GeM? Our experts at Professional Utilities are here to assist you.
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How Sellers or Service Providers Can Fix a Deviation
GeM sellers and service providers can easily resolve deviations and maintain their credibility by following a structured corrective action process.
- Sellers can update the IM Dashboard if they’ve already fixed the issue.
- If they need time to correct it, they can request permission from the buyer within 5 days.
- If the buyer agrees, the case is marked as “Corrective Action Initiated.”
- If the buyer does not respond, GeM treats it as “No Consent Given” and proceeds with corrective action.
- Once the issue is fixed, both buyer and seller confirm closure with supporting documents.
Facing a deviation on GeM? Don't worry, our experts at Professional Utilities are here to help you quickly fix the issue and keep your reputation on the platform strong.
Note: You may also check GeM Portal Retainership for monthly account monitoring and compliance support.
Appeal Process under GeM Incident Management
If a GeM seller or service provider disagrees with a suspension or a temporary moratorium:
- They can appeal within 10 days from the date of receipt of the order.
- The appeal must deal with new evidence not reviewed earlier.
- The Appellate Authority has the power to reduce, enhance, or uphold the penalty imposed by the adjudicating authority.
- Only one appeal is permitted per incident.
- The account status remains unchanged during the appeal.
- Supporting Evidence: these are any relevant documents validating your claim.
Note: All supporting documentation should be clear, relevant, and properly uploaded to support your case.
Highlights of the 2025 GeM IM Policy
- Applicable from 21st July 2025
- Clear distinction between Suspension and Temporary Moratorium
- Faster complaints handling
- Transparent appeal system
- Assures trust and compliance among all GeM users
Whether you’re a new seller or an experienced GeM service provider, we guide you at every step to keep your business running easily.
Conclusion
GeM’s Incident Management System has made resolving disputes and policy violations more structured and transparent. By digitising the whole process from reporting a deviation to closing of a case, GeM has ensured quicker decisions and greater accountability for all users.
For GeM sellers and service providers, staying informed about suspension, moratorium, and appeal process is important for maintaining business continuity on the platform. If you face an incident on GeM, Professional Utilities is here to guide you through every step, ensuring easy compliance and uninterrupted operations.
Frequently Asked Questions (FAQs)
What is GeM Incident Management System?
The GeM IM system helps the users in reporting, tracking, and solving problems related to the platform transparently and structurally.
Who can raise an incident on GeM IM?
Incidents can be raised by Buyers, GeM Admins, the GeM system itself, and verifying agencies appointed by GeM.
What is considered a “deviation” on GeM Incident Management System?
A deviation is a violation of any kind of GeM rule-like fake listings, false documents, delayed delivery, or non-payment.
What happens if a seller gets suspended on GeM Incident Management
System?
The suspended one does not have the right to either bid or update listings for some period.
What is a “Temporary Moratorium” on GeM Incident Management System?
This is a partial restriction wherein sellers can complete their existing orders but cannot access certain account features.
How can a seller rectify the deviation on GeM Incident Management
System?
Sellers can update the IM dashboard, take corrective action, and submit evidence for closure.
What is a Show-Cause Notice (SCN) on GeM Incident Management System?
A show-cause notice calls upon the seller to explain or justify an incident before GeM decides on the outcome.
What is the response time to a Show-Cause Notice on GeM Incident
Management System?
A Show-Cause Notice has to be responded to by the seller within 5 days of receipt.
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Explore More GeM Pages
| Related Pages | Description |
|---|---|
| GeM Vendor Assessment | Get certified to sell products and services on GeM. |
| GeM Portal Retainership | Keep your GeM account active and compliant. |
| Brand Registration on GeM | Register your brand to build visibility among government buyers. |
| Make in India Certificate | Promote indigenous products and qualify for domestic preference. |
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