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Public procurement forms a significant part of government activity. To improve this function, the government of India launched the one stop Government e-Market Place or the GeM portal. The platform is robust and caters to various requirements of buyers and sellers. It is also equipped with a GeM portal customer care segment, with FAQs, GeM HelpDesk (GeM portal help section), GeM Helpline, GeM contact number, and more to address any queries or complaints users might have.

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The GeM portal is now integrated with the Central Public Procurement portal for government tenders as a unified platform. The objective is to make it convenient for sellers/suppliers to search for tenders on GeM and bid. Moreover, the portal also acts as a marketplace for sellers to list their products on GeM, get direct orders, and even sell directly to buyers.

In this article, we will discuss the basic support mechanism for users on the GeM portal, the customer care support available, the GeM portal customer care numbers and how to raise a ticket and escalate the matter for resolution.

For more information, visit: gem.gov.in/

GeM portal customer care – Support mechanism for users

The GeM portal contact centre handles different queries users have. It supports both inbound and outbound customer communications across telephone, chat (GeMmy), email and social media.

As the contact centre services stakeholders across different geographical regions and provides support in English, Hindi, Bengali, Marathi, and multiple other regional languages. The portal also has an escalation matrix with well-defined SLAs to ensure users receive expert help within defined timelines.

How to reach GeM customer care?

As a bidder or seller, or even a buyer on the Government e-Marketplace, there are different options for you to get your queries answered and complaints addressed. Some of the available options include:

Contact Us – GeM helpline details

The ‘Contact Us’ section comes with various GeM portal customer support contact details or GeM Helpline details that users can avail as per their convenience. You can use this section for:

  • FAQs
  • Video Tutorials
  • Support
  • Ticket

‘Support’ provide details on gem contact numbers:

  • GeMs contact number toll free (Inbound) – 1800-419-3436 / 1800-102-3436 ( 9:00 am – 10:00 pm Mon to Sat)
  • GeM HelpDesk (Outbound) – 0755-6681401, 0755-6685120, 011-69095625, 011-69095640

For more information, visit: gem.gov.in/contactUs

FAQs

If you have general queries related to buying and selling on the GeM portal, you can browse through the FAQs available under ‘Need Help?’ The frequently asked questions can be sorted by – Buyer, Sellers, Incidents, Service and Forward Auction. These can further be filtered by – top queries, registration, procurement modes, order management, payment processing, IFA module, etc.

Video tutorial

Video tutorials can be found under the ‘Contact Us’ section on the portal. These videos are designed for Buyers and Sellers and provides information on GeM portal registration, procurement modes for products and services, order processing and payments.

Other portal support options

If a user does not find the help he needs from the above two sections, he can reach out to the customer care through different modes of communication. The details of the same are given below.

  • Raise a Ticket: This is another option to reach out to the customer care at the GeM portal. Users can raise a ticket to report their issue and get resolution within 48 hours. More details are shared below on how to raise a ticket. There’s also a ‘Check Ticket Status’ where you can check your GeM ticket status for a query/complaint you had raised. You will need to add the Ticket Number and proceed.
  • Feedback: The portal offers a direct feedback form for specific and general comments on missing features, performance, file not found, design suggestions, outdated content and more. There are few mandatory fields the user has to fill in and provide email id and phone number.
  • Document Help: This section provides the required plug-ins (downloadable) for consuming content on the website.

If none of the above means of support work for you, you can also reach out to the next level of authorities. You can either escalate your problem to the Web Information Manager or write to important functionary officers whose designation and contact details are shared on the portal.

GeM Chat and social media

The GeM portal is equipped with a chatbot GeMmy, available 24×7, to assist you with queries like how to register on the portal, raise a ticket or service offerings.
You can also connect through their social media handles on Facebook, Twitter, LinkedIn, YouTube, and Koo.

How to register a complaint in GeM support?

As a user you can reach out to the GeM portal through any of the following ways of communication:

  • Email at the email ID given
  • Call at the various GeM portal helpline toll-free numbers

The portal also offers designated numbers for specific sectors like defence and railways. Users can even personally visit the GeM portal help desk at the address given below and resolve their complaints/queries.

  • GeM email address: helpdesk-gem[at]gov[dot]in
  • Walk-in address for GeM Helpdesk: 2nd Floor, Jeevan Tara Building, 5-Sansad Marg, Near Patel Chowk, New Delhi-110001

How to raise a ticket on the GeM portal?

Many a times, you may not get the resolution of your complaint through calls and emails from the GeM portal support team. In such cases, consider registering your complaint by raising a ticket for a comprehensive resolution.

  • Visit the GeM portal and click on the ‘Raise a Ticket’ tab on the top right corner (Login not required to raise a ticket)
  • View the ‘Welcome to GeM Support Desk’ in a new page (there are three tabs – check ticket status, raise a ticket, and escalate your ticket)
  • Select the ‘Raise your ticket’ option and fill in the required information (fields with red asterisk (*) symbol are mandatory)
  • Enter the User ID for being navigated to a page where you need to enter your full name, mobile number and select the category from the drop-down list (e.g., if you are a buyer, you will find options like order, registration, feedback and suggestion, procurement, etc.)
  • Enter the subject and a detailed description of the issue
  • Attach screenshots of the issue you are facing
  • Press the create ticket button to raise the ticket
  • Receive the Ticket ID (you can use this to follow up on your GeM ticket status using the tab ‘Check ticket status’)

If you are not happy with the resolution or are expecting delays in the resolution, you can use the third tab – ‘Escalate your ticket’.

Using the GeM portal to find tenders

The GeM portal was set up to replicate the offline market on its online platform to bring together MSMEs, individual suppliers, and service providers on a common platform. If you want to grow your business, you can consider registering on the GeM portal and start bidding for winning government tenders.

Browse through the main navigation menu and click on CPPP tenders. This will take you to the page with the list of government tenders on CPPP. You can view the list or enter search details to get advanced search results.

Why register on the GeM portal? Facilities offered by GeM:

  • Listing of products for individual, prescribed categories of goods/ services of common use
  • Looking, estimating, comparing, and buying facility on dynamic pricing basis
  • Market place buying of majority of common user items
  • Buying goods and services online, as and when required
  • Single window system for aggregating demands and ordering

The GeM portal can be useful for finding government tenders, e.g., railway tenders on GeM from the Ministry of Railways.

At Tata nexarc, our goal is to help SMEs find new opportunities and accelerate growth. Our offering – Tenders – comes with 1.3 lakh+ tenders, making it possible for businesses to find relevant tenders, get alerts, and never miss an opportunity.