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—practical-guides:gem-seller-payment-delayed-rti-cpgrams-msme-samadhaan [2026/07/22 17:47] (current) – created - external edit 127.0.0.1
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 +{{htmlmetatags>metatag-title=(GeM Seller Payment Delayed? RTI, CPGRAMS & Samadhaan)&metatag-description=(GeM payment stuck after delivery? Get your money using the CRAC paper trail, GeM grievance, CPGRAMS, MSME Samadhaan, and a ready RTI draft for the buyer department.)&metatag-keywords=(Business and Government Procurement, cpgrams, delayed, msme, payment, samadhaan, seller)&metatag-robots=(index,follow)&metatag-og:title=(GeM Seller Payment Delayed? RTI, CPGRAMS & Samadhaan)&metatag-og:description=(GeM payment stuck after delivery? Get your money using the CRAC paper trail, GeM grievance, CPGRAMS, MSME Samadhaan, and a ready RTI draft for the buyer department.)&metatag-og:type=(article)}}
 +
 +====== GeM Seller Payment Delayed? RTI, CPGRAMS and MSME Samadhaan Step-by-Step Guide ======
 +
 +**You delivered the goods, but the government buyer has not paid. This guide walks you through every lever — CRAC follow-up, the GeM incident system, CPGRAMS, MSME Samadhaan, and a ready-to-file RTI application — so you can unlock your payment without hiring a lawyer.**
 +
 +{{:practical-guides:gem-seller-payment-delayed-rti-cpgrams-msme-samadhaan.webp|GeM Seller Payment Delayed? RTI, CPGRAMS and MSME Samadhaan Step-by-Step Guide}}
 +
 +**Reviewed on:** 2026-05-29.
 +
 +<WRAP center round info 95%>
 +**Quick Reply:**
 +
 +A GeM payment delay almost always has one of three causes: (1) the buyer's consignee has not generated the **CRAC** (Consignee Receipt and Acceptance Certificate), (2) the CRAC was generated but the payment authority has not processed the bill, or (3) there is a budget or fund-release block at the buyer's end. Start by checking CRAC status on your dashboard. Then escalate in this order: email the buyer's consignee → raise a GeM incident → file a CPGRAMS grievance → file an RTI with the buyer department's CPIO → file on the MSME ODR portal (if you hold Udyam Registration). Each step takes only an afternoon to complete, and together they create a documented, time-stamped pressure trail that most government buyers respond to.
 +</WRAP>
 +
 +===== Who this guide is for =====
 +
 +This guide is for any seller — sole proprietor, partnership, private limited company, or MSME — who has fulfilled a GeM order and has not received payment within the expected window. It is particularly valuable if you are a **Micro or Small Enterprise (MSE)** with Udyam Registration, because the MSMED Act 2006 gives you an [[/practical-guides/msme-delayed-payment-samadhaan-complaint-interest-guide|additional legal route]] that other sellers do not have.
 +
 +The guide covers orders placed by Central Government ministries and departments, public sector undertakings (PSUs), autonomous bodies, and state government departments that buy on GeM. The escalation paths vary slightly depending on whether the buyer is a central or state body, and this is flagged at each step.
 +
 +You do not need to be a legal expert. You need your order number, delivery documents, and about three hours across a weekend.
 +
 +===== What you can do this weekend =====
 +
 +==== Friday evening ====
 +
 +Log in to your GeM seller dashboard and open the delayed order. Check whether the **CRAC has been generated**. The order detail page shows CRAC status clearly. If CRAC is pending, write down the consignee name and contact details visible on the order. Draft a short email to the consignee and the buyer's finance officer quoting the order number, invoice number, delivery date, and amount outstanding. Keep the tone polite but firm — you are creating a written record.
 +
 +While you are at the dashboard, download the Purchase Order (PO), your invoice, and delivery acknowledgement. Save everything in a single folder. If CRAC has already been generated but payment has not come, note the CRAC generation date — that is your clock start for the payment timeline.
 +
 +==== Saturday ====
 +
 +If you have not received a satisfactory reply or CRAC by Saturday morning, **raise a GeM incident**. Log in to your seller dashboard, find the "Need Help" section, select "Report an Incident", and click "New". Select the relevant order, choose the category that best fits your problem (payment delay or CRAC pending), describe the issue in plain terms, and attach your delivery proof and invoice. You will receive an incident reference number immediately. Keep it safe.
 +
 +On the same day, **register on CPGRAMS** at [[https://pgportal.gov.in/|pgportal.gov.in]] if you are not already registered. Identify the buyer's ministry or department name from the GeM order page. Lodge a CPGRAMS grievance addressed to that ministry, quoting the GeM order number, invoice amount, delivery date, and CRAC status.
 +
 +If you hold **Udyam Registration** and the buyer is either a government department or a company, this is also a good time to gather your Udyam Certificate. You will need it for the MSME ODR portal.
 +
 +==== Sunday ====
 +
 +Draft your **RTI application** addressed to the CPIO of the buyer's department (see the copy-paste template below). Visit [[/file-rti-online-india|rtionline.gov.in]] and file it online. The RTI fee for Central Government departments is ₹10, payable online. For state departments, the fee and portal vary by state — check your state government's RTI portal or send the application by post with a postal order.
 +
 +If you are an MSE with Udyam Registration and payment is overdue beyond the period allowed under the MSMED Act, visit [[https://odr.msme.gov.in/|odr.msme.gov.in]] and begin the process of filing a delayed payment case. As of October 2025, all new delayed payment cases must be filed on this ODR portal — the older Samadhaan portal no longer accepts new filings but still tracks legacy cases.
 +
 +By Sunday evening you have: a GeM incident open, a CPGRAMS complaint lodged, an RTI application filed, and — if you are an MSE — a formal delayed payment case started. That is a strong, multi-channel pressure trail that most buyer departments cannot ignore.
 +
 +===== Documents and evidence checklist =====
 +
 +^ Document ^ Where to get it ^ Why you need it ^
 +| Purchase Order (PO) | GeM seller dashboard → Order detail → Download PO | Proof of the contractual obligation; includes buyer's department name and address |
 +| Invoice / Bill | Generated by you on the GeM portal or uploaded to the order | Evidence of the amount claimed and the invoice date |
 +| Delivery Challan / Proof of Delivery | Signed physical challan, courier tracking proof, or GeM acceptance record | Proves you completed your side of the contract |
 +| CRAC (if generated) | GeM order detail page → Download CRAC | Official buyer acknowledgment that goods were received and accepted; payment clock starts here |
 +| GeM Incident Reference Number | Generated when you raise an incident on the portal | Needed when escalating or quoting the complaint in RTI / CPGRAMS |
 +| Email / written correspondence with buyer | Your email inbox; save forwarded or replied-to threads | Demonstrates you made efforts to resolve amicably; strengthens your complaint |
 +| Udyam Registration Certificate | udyamregistration.gov.in (if applicable) | Required for MSME ODR portal filing; also strengthens CPGRAMS / RTI pressure |
 +| Bank account statement | Your bank's net-banking or branch statement | Confirms payment has not been received; attach to ODR application if needed |
 +
 +===== Step-by-step action plan =====
 +
 +==== Step 1: Understand CRAC — the gateway to payment ====
 +
 +Before anything else, you need to understand what CRAC is and where yours stands. **CRAC (Consignee Receipt and Acceptance Certificate)** is a digital document generated by the buyer's authorised consignee on the GeM portal. It is the formal confirmation that your goods or services have been received and meet the specifications in the Purchase Order. Payment cannot begin until CRAC is generated. Think of it as the trigger that releases the payment process.
 +
 +Under GeM guidelines, the consignee is expected to generate CRAC within 10 calendar days of delivery. If 10 days have passed and CRAC is still "Pending", the delay is sitting with the buyer's consignee — not with a finance team. Your first action must be to contact the consignee by email, quoting the order number, delivery date, and CRAC deadline. Copy the buyer's purchase officer if their details appear on the PO.
 +
 +If CRAC has been generated but [[/practical-guides/gem-invoice-approved-payment-delayed|payment has not arrived]], the delay is downstream — in the department's payment-processing chain (PFMS or department treasury). In that case, skip the CRAC follow-up and move directly to the GeM incident and CPGRAMS steps below.
 +
 +==== Step 2: Raise a GeM incident ====
 +
 +The GeM portal has a built-in grievance system called the Incident Management System. Any registered seller can raise an incident directly against a buyer. Here is how:
 +
 +  - Log in to your GeM seller account at [[https://gem.gov.in/|gem.gov.in]].
 +  - In your dashboard, locate the **Need Help** section or the help icon.
 +  - Select **Report an Incident**, then click **New**.
 +  - Choose the relevant order from your list and select the appropriate incident type (payment delay, CRAC not generated, etc.).
 +  - Write a clear description: "Goods were delivered on [date]. CRAC has not been generated / payment has not been released despite CRAC on [date]. Amount outstanding: ₹[amount]. Invoice number: [number]."
 +  - Attach copies of your invoice and delivery proof.
 +  - Submit. You will receive an incident reference number.
 +
 +After 7 calendar days without satisfactory resolution, you can escalate the incident to the next level within the GeM system. You can also contact the GeM Helpdesk at the toll-free numbers **1800-419-3436 / 1800-102-3436** (9 am to 10 pm, Monday to Saturday) or email **helpdesk-gem[at]gov[dot]in**.
 +
 +==== Step 3: File a CPGRAMS grievance ====
 +
 +CPGRAMS (Centralised Public Grievance Redress and Monitoring System) is India's national online grievance system for Central Government ministries and departments. It is separate from the GeM portal and runs at [[https://pgportal.gov.in/|pgportal.gov.in]]. Filing here puts your complaint on record with senior officers in the buyer's ministry.
 +
 +To file: register on pgportal.gov.in (free), log in, select **Lodge Grievance**, and choose the ministry or department that placed the GeM order. In the description, state the GeM order number, invoice amount, delivery date, CRAC status, and the steps you have already taken (email, GeM incident number). CPGRAMS complaints are acknowledged and tracked — they rarely go unanswered for long at the ministry level.
 +
 +If you are unsatisfied with the response, CPGRAMS provides an appeal facility within 30 days. For more guidance, see our guide on [[/file-cpgrams-grievance-2026|how to file a CPGRAMS grievance]].
 +
 +If the buyer is a **state government department**, CPGRAMS covers some state departments but not all. Check whether the state appears on the portal's ministry/department list. If not, check the state government's own public grievance portal or submit a written representation to the state department head.
 +
 +==== Step 4: File an RTI application with the buyer department ====
 +
 +This is one of the most powerful steps you can take, and it is often underused by GeM sellers. The buyer department is a **public authority** under the RTI Act 2005. You have the legal right to ask for specific information about what has happened to your payment. A well-drafted RTI application asking for the payment status, the officer responsible, and the reason for delay creates an internal audit trail inside the department and often accelerates payment.
 +
 +File the RTI on [[/file-rti-online-india|rtionline.gov.in]] for Central Government departments. Select the correct ministry and department. The RTI fee is ₹10 for Central Government. The department's CPIO must respond within 30 days. See the copy-paste RTI draft template below.
 +
 +For more on what to do if your RTI goes unanswered, read our guide on [[/file-first-appeal-rti-section-19-2026|filing a first RTI appeal under Section 19]]. You can also get contextual help from [[/cpgrams-rti|using CPGRAMS and RTI together]].
 +
 +==== Step 5: File on the MSME ODR portal (MSEs only) ====
 +
 +If you are a **Micro or Small Enterprise** with a valid Udyam Registration Certificate, you have a dedicated legal route under the Micro, Small and Medium Enterprises Development (MSMED) Act 2006. This law requires buyers — including government departments — to pay MSEs within the agreed period, which cannot exceed 45 days from the date of acceptance of goods or services. If there is no written agreement, payment is due within 15 days of acceptance.
 +
 +When that deadline passes, the buyer becomes liable to pay **compound interest at three times the RBI bank rate** for every day of delay. This is a statutory right — you do not need to negotiate it.
 +
 +From October 2025, all new delayed payment cases by MSEs must be filed at [[https://odr.msme.gov.in/|odr.msme.gov.in]] — the MSME Online Dispute Resolution portal. The older Samadhaan portal no longer accepts new applications but still shows status for older cases. The ODR portal is free to use and fully digital. Your case will be handled by the Micro and Small Enterprises Facilitation Council (MSEFC) in your state.
 +
 +This route runs parallel to your RTI and CPGRAMS steps — you do not need to choose one over another. Running all channels simultaneously is the right strategy. For a detailed guide on MSME delayed payment complaints, see our sibling guide on [[/practical-guides/msme-delayed-payment-samadhaan-complaint-interest-guide/|MSME delayed payment, Samadhaan and interest recovery]].
 +
 +===== Escalation ladder =====
 +
 +^ Step ^ Action ^ Where ^ Timeline to expect ^ Who it applies to ^
 +| 1 | Email consignee and buyer finance officer asking for CRAC / payment release | Email (direct to buyer contact on PO) | No statutory deadline; aim for 3–5 working days | All GeM sellers |
 +| 2 | Raise a GeM incident against the buyer | gem.gov.in → Need Help → Report Incident | Initial response within 7 days; escalate if unresolved | All GeM sellers |
 +| 3 | Escalate GeM incident or contact GeM Helpdesk | GeM portal or [email protected] / 1800-419-3436 | Escalation available after 7 days of incident creation | All GeM sellers |
 +| 4 | File CPGRAMS grievance addressed to buyer ministry | pgportal.gov.in | Acknowledgement immediate; response typically within 30 days | All sellers (central govt buyer) |
 +| 5 | File RTI application with buyer department CPIO | rtionline.gov.in (central) or state RTI portal | CPIO must respond within 30 days | All sellers (public authority buyer) |
 +| 6 | File delayed payment case on MSME ODR portal | odr.msme.gov.in | MSEFC must resolve within 90 days per MSMED Act 2006 | MSEs with Udyam Registration only |
 +| 7 | First appeal on RTI if CPIO does not respond | First Appellate Authority of buyer department | Appellate Authority must respond within 30 days | All sellers who filed RTI |
 +
 +===== Copy-paste complaint template =====
 +
 +Replace the text in square brackets with your own details before sending. This template is for an RTI application to the buyer department. Adapt it for a CPGRAMS grievance by removing the RTI-specific sections.
 +
 +To,
 +The Central Public Information Officer (CPIO),
 +[Name of Buyer Department / Ministry],
 +[Full Postal Address of Department]
 +
 +Subject: Application under the Right to Information Act, 2005 — Payment Status Against GeM Purchase Order No. [ORDER NUMBER]
 +
 +Respected Sir / Madam,
 +
 +I, [Your Full Name], [Proprietor / Director / Authorised Signatory] of [Your Company / Firm Name], a seller registered on the Government e-Marketplace (GeM) portal with GeM Seller ID [YOUR GEM SELLER ID], submit this application under Section 6 of the Right to Information Act, 2005.
 +
 +BACKGROUND:
 +
 +Your department placed Purchase Order No. [ORDER NUMBER] dated [DATE] on the GeM portal for supply of [BRIEF DESCRIPTION OF GOODS / SERVICES], at a total value of ₹[AMOUNT]. I fulfilled the order and delivered the goods / completed the services on [DELIVERY DATE]. My invoice bearing No. [INVOICE NUMBER] dated [INVOICE DATE] for ₹[AMOUNT] was submitted on the same date.
 +
 +As of the date of this application ([TODAY'S DATE]), payment has not been received. The Consignee Receipt and Acceptance Certificate (CRAC) [has / has not] been generated on the GeM portal. [If CRAC generated: CRAC was generated on [CRAC DATE].]
 +
 +I have already raised GeM Incident No. [INCIDENT NUMBER] dated [INCIDENT DATE] and have sent written reminders to the consignee on [DATE(S)]. Despite these efforts, the payment has not been released.
 +
 +INFORMATION SOUGHT:
 +
 +1. The current status of payment against GeM Purchase Order No. [ORDER NUMBER] and Invoice No. [INVOICE NUMBER].
 +2. Whether CRAC has been generated. If yes, the date of CRAC generation and the name and designation of the consignee who generated it.
 +3. The name, designation, and contact details of the officer currently holding the payment file or responsible for authorising payment release.
 +4. The specific reason or reasons for which payment has not been released within the stipulated period.
 +5. The date by which payment is expected to be released.
 +6. Copies of any noting or communication on the payment file pertaining to this order, to the extent not exempt under the RTI Act.
 +
 +I am enclosing the RTI application fee of ₹10 [by [online payment reference / Indian Postal Order No.] / I am a BPL cardholder and enclose a copy of my BPL card, hence fee is waived].
 +
 +Please provide the information within the statutory period of 30 days.
 +
 +Yours sincerely,
 +[Your Full Name]
 +[Your Company / Firm Name]
 +[Your Address]
 +[Your Mobile Number]
 +[Your Email Address]
 +[Date]
 +
 +Enclosures:
 +1. Copy of GeM Purchase Order No. [ORDER NUMBER]
 +2. Copy of Invoice No. [INVOICE NUMBER]
 +3. Proof of delivery / signed delivery challan
 +4. Copy of GeM Incident reference (if raised)
 +5. RTI fee payment proof
 +
 +===== When RTI can help =====
 +
 +RTI is a strong tool in this situation because **every government department that buys on GeM is a public authority** under the RTI Act 2005. That includes Central Government ministries, departments, attached and subordinate offices, PSUs, autonomous institutions, and state government departments.
 +
 +RTI can help you find out:
 +
 +  * Whether CRAC was generated and on which date.
 +  * Which officer is currently holding your payment file and why it has not been cleared.
 +  * Whether a budget or financial sanction issue is blocking release.
 +  * Internal noting on your file — within the limits of RTI exemptions.
 +  * The name and contact of the Drawing and Disbursing Officer (DDO) responsible for your payment.
 +
 +Even if the CPIO gives you a vague or partial answer, the RTI creates an internal paper trail inside the department. Finance officers and DDOs who know an RTI has been filed tend to resolve the payment faster. The RTI does not by itself order payment — but it creates accountability that CPGRAMS and incidents alone often cannot.
 +
 +You can file RTI for any amount. There is no minimum. If your order is small — even a few thousand rupees — RTI is still the right tool. Use our [[/file-rti-online-india|step-by-step RTI filing guide]] and the [[/books.php|RTI Playbook]] for the full process.
 +
 +===== When RTI will not help =====
 +
 +RTI applies only to **public authorities**. If your GeM buyer is a private sector company that was permitted to procure through GeM (some public-private platforms allow this), RTI does not apply to that private entity. In that case, your routes are [[/practical-guides/marketplace-seller-payment-held-amazon-flipkart-meesho|civil recovery]] — MSME Samadhaan ODR (if the amount and your registration qualify), and the civil courts.
 +
 +RTI also cannot force payment directly. It is an information-seeking tool. Use it alongside CPGRAMS and the MSME ODR portal — not as a substitute. If the department gives you a satisfactory answer via RTI but still does not pay, escalate through CPGRAMS and the ODR portal simultaneously.
 +
 +If your RTI goes unanswered within 30 days, file a [[/file-first-appeal-rti-section-19-2026|first appeal under Section 19 of the RTI Act]]. If the First Appellate Authority also does not respond, you can approach the Central Information Commission (for central departments) or the State Information Commission (for state departments).
 +
 +===== Common mistakes to avoid =====
 +
 +  * **Waiting too long for CRAC without following up in writing.** Verbal follow-ups leave no trace. Every reminder must be by email or written communication. If you only called the consignee, that conversation effectively did not happen from a documentation standpoint.
 +  * **Filing RTI with GeM instead of the buyer department.** GeM is the platform; the buyer is the payer. RTI filed with GeM's CPIO will get information about GeM's processes — not about why your specific buyer department has not cleared your bill. File with the buyer department's CPIO.
 +  * **Filing on Samadhaan instead of the MSME ODR portal.** From October 2025, the Samadhaan portal no longer accepts new delayed payment applications. All new cases must go to odr.msme.gov.in. Filing on the old portal will result in no action.
 +  * **Not having Udyam Registration when supplying to government.** If your Udyam Registration was done after the invoice date, you cannot use the MSMED Act route for that invoice. Get registered before you take government orders so you are always protected.
 +  * **Raising a CPGRAMS complaint without specifying the order and amount.** Vague complaints like "payment is pending" are easy to close with a boilerplate reply. Always quote the GeM order number, invoice number, amount, and delivery date in the subject line and first line of your complaint.
 +  * **Assuming one channel is enough.** Running the GeM incident, CPGRAMS, RTI, and MSME ODR simultaneously is not overkill — it is the correct approach. Each channel reaches a different desk inside the buyer's organisation, and collectively they create pressure that no single channel can.
 +  * **Missing the MSMED Act deadline for interest.** Interest on delayed payments accrues from the appointed day (the day after the payment was due). However, if you settle the principal quickly without claiming interest, you lose it. Note the appointed day and calculate how much interest has accrued — include it in your ODR application.
 +  * **Confusing the GeM incident system with a court process.** A GeM incident is an internal platform complaint. It does not give you a legally enforceable order. It is Step 2 in a ladder that includes MSME ODR (which does carry legal weight) and RTI. Use all steps.
 +
 +===== Official links =====
 +
 +  * [[https://gem.gov.in/|GeM Portal — Government e-Marketplace (gem.gov.in)]]
 +  * [[https://gem.gov.in/support|GeM Support and Helpdesk (gem.gov.in/support)]]
 +  * [[https://pgportal.gov.in/|CPGRAMS — Public Grievance Portal (pgportal.gov.in)]]
 +  * [[https://samadhaan.msme.gov.in/|MSME Samadhaan — Legacy case tracking (samadhaan.msme.gov.in)]]
 +  * [[https://odr.msme.gov.in/|MSME ODR Portal — New delayed payment filings (odr.msme.gov.in)]]
 +  * [[https://rtionline.gov.in/|RTI Online — File RTI with Central Government (rtionline.gov.in)]]
 +
 +===== Frequently asked questions =====
 +
 +==== What is CRAC and why does it matter for payment? ====
 +
 +CRAC stands for Consignee Receipt and Acceptance Certificate. It is a digital document generated by the buyer's authorised consignee on the GeM portal, confirming that goods or services have been received and meet the order specifications. Payment cannot start until CRAC is generated. If the buyer has [[/practical-guides/gem-crac-not-generated-buyer|not generated CRAC even though you have delivered]], that is the first problem to resolve — follow up with the buyer directly, then raise a GeM incident.
 +
 +==== How long can a government buyer take to pay after delivery on GeM? ====
 +
 +Under GeM guidelines, the consignee should generate CRAC within 10 calendar days of delivery. After CRAC is generated, payment is processed through the department's payment channel. If you are a Micro or Small Enterprise (MSE) with Udyam Registration, the MSMED Act 2006 requires payment within 45 days of acceptance — or within any shorter agreed period. Beyond that, interest at three times the RBI bank rate becomes payable.
 +
 +==== What is a GeM incident and how do I raise one? ====
 +
 +A GeM incident is a formal complaint raised through the GeM portal's built-in grievance system. Log in to your seller dashboard, go to the Need Help section, select Report an Incident, and choose New to create your complaint. Provide the order number, describe the delay, and attach supporting documents. After 7 days without resolution, you can escalate the incident to the next level.
 +
 +==== Can I use MSME Samadhaan if the buyer is a government department? ====
 +
 +Yes. MSME Samadhaan and the new MSME ODR portal (odr.msme.gov.in) are specifically designed for disputes against any buyer — including government departments — who have not paid a Micro or Small Enterprise within the period allowed under the MSMED Act 2006. You must have a valid Udyam Registration and the registration must predate the invoice in dispute.
 +
 +==== Can I file an RTI to find out why payment is stuck? ====
 +
 +Yes. The buyer department is a public authority under the RTI Act 2005. You can file an RTI application with the CPIO of that department asking for the payment status against your specific Purchase Order, the reason for delay, the name and designation of the officer responsible for authorising payment, and the date by which payment is expected to be released.
 +
 +==== What is CPGRAMS and is it useful for a GeM payment dispute? ====
 +
 +CPGRAMS (Centralised Public Grievance Redress and Monitoring System) at pgportal.gov.in lets you file a complaint directly with any Central Government ministry or department. It is useful for escalating a GeM payment delay when the buyer department is ignoring your follow-ups. Lodge a complaint addressing it to the ministry or department of the buyer, citing the GeM order number and amount. CPGRAMS complaints typically receive an acknowledgement and are tracked by senior officers.
 +
 +==== What if the buyer is a state government department? ====
 +
 +If the buyer is a state government body, the approach is largely the same — CRAC follow-up, GeM incident, and MSME ODR/Samadhaan portal — but your RTI application must go to the CPIO of the relevant state department, not the Central Government RTI portal. State RTI portals or postal RTI applications to the state department's CPIO are the correct route. CPGRAMS covers central government departments only.
 +
 +{{tag>rti msme gem seller payment delayed cpgrams samadhaan}}