🏬 Offline Shop Product Fraud – Step-by-Step Complaint Process

🏬 Offline Shop Product Fraud – Step-by-Step Complaint Process

Scenario: किसी दुकान से fake, defective, expired, adulterated या misleading product खरीदा गया।

Step 1: Proof & Evidence Collect करें

🔹 Action:

  • Invoice / Bill / Cash memo सुरक्षित रखें
  • Product की photo / video ले लें
  • Packaging, MRP, manufacturing / expiry date check करें
  • Witness (अगर कोई है तो) शामिल करें

Tip: जितना documentation होगा, complaint मजबूत होगी

Step 2: Shop Owner से Contact करें

  • Product issue के बारे में दुकानदार को formal notice / verbal complaint दें
  • Refund / replacement मांगें
  • Communication record रखें (SMS, WhatsApp, email, written complaint)

Legal Basis:

  • Consumer Protection Act, 2019 – Consumer rights का पालन shopkeeper को करना अनिवार्य है

Step 3: File Complaint with Local Consumer Forum

🔹 Consumer Forum Levels:

  • District Commission – claim ≤ ₹1 crore
  • State Commission – ₹1–10 crore
  • National Commission – > ₹10 crore

🔹 Required Documents:

  • Invoice / Bill
  • Photos / video of product
  • Communication with shopkeeper
  • Witness / proof of purchase

Legal Basis:

  • Sections 2(10), 2(28), 2(34), 84–87 – Consumer Protection Act, 2019

Step 4: File Police Complaint (FIR) – Optional / Serious Cases

  • जब product dangerous / harmful / counterfeit हो
  • Applicable IPC sections:
    • Section 415 – Cheating
    • Section 420 – Cheating and dishonestly inducing delivery of property
    • Section 463, 468 – Forgery
  • Medicines / food → Drugs Act / FSSAI rules भी लागू हो सकते हैं

Step 5: Government Authorities (If Needed)

  • FSSAI – Food / beverages fraud
  • Legal Metrology Department – wrong weight / MRP fraud
  • Drugs Control Authority – medicines / cosmetics fraud
  • Essential Commodities Department – essential items / hoarding

Step 6: Follow-up & Redressal

  • Consumer Forum / Authorities को timely updates दें
  • Shopkeeper या manufacturer की compliance check करें
  • Court / authority द्वारा refund / replacement / compensation order मिलने पर follow up करें

Step 7: Compensation / Legal Action

  • Refund / Replacement
  • Damage / loss compensation (court / consumer forum order)
  • Penalty / fine on shopkeeper (consumer forum / government authority)
  • Serious fraud → Jail under IPC

🟢 Tips to Avoid Offline Fraud

  1. हमेशा official invoice / cash memo लें
  2. Packaged products का expiry / MRP / batch number देखें
  3. Cheap imitation या black-market product से बचें
  4. Witness या video evidence रखें
  5. Government authorized / licensed shop से ही खरीदें