How does the GeM Handle Disputes in Procurement?

GeM has established a robust system for handling disputes in procurement on the platform. GeM buyers and sellers have been provided access to a separate Incident Management Dashboard for registering and monitoring complaints of deviation from the portal’s terms and conditions and buyer-seller contractual obligations. For adequate redressal, potential areas of deviations on the platform have been categorised into four brackets – Mild, Serious, Severe and Grave

1. How does the GeM
Handle Disputes in Procurement?
www.gem.gov.in

2. Introduction
GeM has established a robust system for handling disputes in procurement on
the platform. GeM buyers and sellers have been provided access to a separate
Incident Management Dashboard for registering and monitoring complaints of
deviation from the portal’s terms and conditions and buyer-seller contractual
obligations. For adequate redressal, potential areas of deviations on the
platform have been categorised into four brackets – Mild, Serious, Severe and
Grave
www.gem.gov.in

3. A strong 5-fold framework has been
created for holding its users
accountable for any deviations. Once
the incident is reported, the
stakeholders have been provided a
window of 7 days for resolving the
issue.
On expiration of this period,
stakeholders can escalate the issue to
GeM, requesting intervention in the
matter. GeM team then thoroughly
investigates the matter and takes
appropriate action to resolve the
dispute.
www.gem.gov.in

4. Incidents can be raised by Buyer, Seller / Service Provider. The portal can
auto-raise incidents and take actions in certain scenarios as well. Through
the auto-issuance of Show Cause Notices, GeM can act on incidents where
Show Cause Notices are not responded to timely, resulting in penalties of
blocking/ suspension of defaulters for varied periods. Other cases where
Show Cause Notices are responded to are dealt by the GeM team on their
merit.
www.gem.gov.in

5. www.gem.gov.in
Thank You