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Incident Management Policy in GeM

 Incident Management Policy in Government e Marketplace (GeM)

Applicable w.e.f  06.04.2022

1.1 Government e-Marketplace (GeM) is a trust based system. As self-declaration is the key, strong automated processes to penalize any deviant behavior at GeM platform is a must. Similarly, good buyer behavior is a key component to generate seller confidence on GeM so that they can offer the best price and quality. For this purpose, any action that is at variation from the terms and conditions of procurement on GeM and relevant Government rules and guidelines is termed as “deviation”. 

1.2 This document lays down the Incident Management Policy which shall guide the on-line mechanism for reporting and initiating action on any such deviation, and elaborates the overall framework for identification and handling of deviations on GeM portal. This policy is issued in supersession of all earlier instructions on the subject. 

1.3 All administrative actions under this Incident management Policy, taken by GeM against any of the stakeholders shall not cause any limitation on the legal and contractual remedies including any financial recoveries, available to Buyers/Sellers/ Service Provider (SP) under the Terms and Conditions of contract and/or GeM policies. In case the Buyer / Seller /SP choose to pursue any of these remedies, GeM shall not be made party to such proceedings / remedial actions taken by Buyer/Seller/Service Provider under the contractual provisions. 

1.4 WHO CAN RAISE INCIDENT: 
(i) Buyer 
ii) Seller/Service Provider 
(iii) GeM Admin (In case of raise of Post Contract incident by GeM Admin, the same gets auto-escalated after 48 hours. GeM Admin may escalate any time after creation of incident). 
(iv) GeM portal – In case of raise of incident by GeM portal, the same procedure as indicated in the policy would be applicable. 

1.5 PROCESS FLOW: 

1.5.1 Buyer / Seller / Service Provider can create incident and try to get a resolution within the stipulated time from the party against whom the incident has been raised. In case of no resolution at user end, the incident can be escalated to GeM Admin after completion of the stipulated time. GeM Admin takes suitable action based on available facts and merit of the case. 

1.5.2 All the stakeholders shall comment/ respond on IM Dashboard only and no resolution / response relating to incidents shall be provided through emails or any other mechanism. Also the stakeholders shall not attach/indicate the details which reveal their identity such as name of organization, name of any person or telephone numbers etc. on IM Dashboard. 

1.5.3 No penalty shall be imposed for the same reason under the same Contract more than once. However, in case of Services, more than one incident can be created for same reason of the contract with different duration. 



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