On August 16, the National Consumer Disputes Redressal Commission (NCDRC) directed Mondelez India Foods Private Limited to compensate a consumer with Rs 10,000 after a defective Cadbury Crackle chocolate bar was purchased from a general store in Mysuru. The cost of the chocolate bar is generally close to Rs 100, but the case has resulted in a significant penalty for the company.
In January 2020, Kumaraswamy bought four Cadbury Crackle bars for Rs 439 from Brindavan general store. Upon discovering that one of the chocolates was damaged, Kumaraswamy sought a refund, but the store refused to address the issue. Mondelez argued that Kumaraswamy failed to provide a sample of the defective chocolate for examination and did not utilize the company’s grievance call system, which the company claimed was crucial for addressing such issues.
The Karnataka State Consumer Disputes Redressal Commission had previously ordered both the manufacturer and the store to resolve the issue by replacing the defective product. Mondelez India’s appeal against this decision was rejected by the NCDRC, which upheld the initial ruling. The commission emphasized that the manufacturer holds vicarious liability for product defects until they reach the consumer.
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