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