A consumer court in Bulandshahr, Meerut, has imposed a fine of Rs 5.1 lakh on ITC Limited for including an empty packet in a family pack of its Sunfeast Choco Creme Biscuit. The company was ordered to pay Rs 1.1 lakh to the consumer, Kshama Sharma, with 6% annual interest from the purchase date, and Rs 10,000 for litigation expenses. Additionally, ITC was directed to deposit Rs 4 lakh in the Consumer Welfare Fund.
Kshama Sharma, a 40-year-old resident of Bulandshahr, had purchased two family packs of the biscuit on August 5, 2023, but one of the packets inside the pack was found to be empty. When she complained to the vendor, they attributed the issue to the company’s packaging. Sharma then filed a complaint with the consumer commission, presenting the empty packet as evidence.
The court issued notices to ITC’s manufacturing office, Utsav Food Products in Gujarat, and the store on Railway Road, seeking their response. Although the accused submitted replies, the court found them unsatisfactory. The court classified the empty packet as a “service deficiency” and directed ITC to pay Rs 1 lakh to Sharma with 6% annual interest from the purchase date, along with Rs 10,000 for litigation expenses. The company must also deposit Rs 4 lakh in the Consumer Welfare Fund. If ITC fails to comply with the orders within 30 days, it will be subject to a 7% interest penalty and further punitive action under the Consumer Protection Act.