One of my clients recently had a case which I am explaining below and if you are stuck in such similar situation, here is what to do.

Note: Due to attorney-client privilege, I cannot disclose complete case details or identify the actual parties involved. However, I am sharing the essential facts and legal approach so that if you find yourself in a similar situation, you can understand the available solutions and legal remedies.

Mr.X purchased an electric scooter from X.brand company in City A. The vehicle was ordered on 12/01/2026 and delivered on 30/01/2026. Fifteen days after delivery, on 14/02/2026, Mr.X discovered that despite having a permanent AB-format registration number visible in the company app and active insurance, the registration certificate was not appearing on the official Vahan portal or DigiLocker. Additionally, the invoice was not downloadable from the company’s system. This created significant problems for Mr.X as he needed proper documentation for various purposes including potential resale, insurance claims, and legal compliance. The company’s customer service was unresponsive, and Mr.X was concerned about the legal validity of his vehicle ownership without proper digital documentation.

Advice in Such Cases

Consult with Lawyer: The very basic and important step to start is talk to Lawyer / advocate. You should not hesitate in paying his consultation fee i.e. might be in range of Rs. 10,000 to 50,000 depends case to case. He is helping you in this situation to come out. He is expert in the domain and can help you explain the procedure which you might have never explored. A good lawyer can get the issues resolved much faster than you think.

• Immediately contact the RTO office where your vehicle is registered to verify the status
• Document all communications with the company through emails and written complaints
• File a complaint with the consumer forum if the company fails to resolve within reasonable time

Applicable Sections of Law

This case involves multiple legal provisions under the Bharatiya Nyaya Sanhita (BNS) and Bharatiya Nagarik Suraksha Sanhita (BNSS). Section 318 of BNS deals with cheating and dishonestly inducing delivery of property. Section 61 of BNSS covers investigation procedures for consumer complaints. The Motor Vehicle Act provisions regarding registration documentation and the Consumer Protection Act regarding deficiency in services also apply. Additionally, the Information Technology Act sections on digital documentation and electronic records are relevant to this case involving digital certificate issues.

If You Are the Complainant

• File a written complaint with the company’s customer service department with specific timelines
• Approach the Regional Transport Office to verify registration status and seek clarification
• Lodge a complaint with the consumer forum citing deficiency in services
• Document all financial transactions, delivery receipts, and communication records
• Seek compensation for mental harassment and additional expenses incurred

If You Are the Victim

• Preserve all evidence including screenshots of the company app showing registration details
• Maintain records of all payment receipts, delivery documents, and insurance papers
• Keep detailed logs of all attempts to contact customer service with dates and responses
• Avoid using the vehicle for long-distance travel until documentation is resolved
• Consider seeking interim relief from consumer forum for immediate resolution

How the Police Behave in Such Cases

Police typically treat such cases as civil disputes rather than criminal matters unless fraud is clearly established. They may advise approaching consumer forums or RTO offices first. If criminal intent is proven, police will register an FIR under relevant BNS sections. However, they often require substantial evidence of deliberate cheating or forgery before taking action. Documentation and communication records become crucial for police intervention.

FAQs People Normally Have

• Can I drive without RC showing on Vahan? Technically risky, but if you have physical RC and insurance, limited local use may be permissible
• How long does RC updating take? Usually 15-30 days, but technical glitches can extend this period significantly
• Is the company liable for this delay? Yes, under consumer protection laws for deficiency in services
• Can this affect insurance claims? Potentially yes, if insurance companies cannot verify registration through official portals

What Evidence Is Required?

• Purchase receipt and payment confirmations
• Delivery acknowledgment documents
• Screenshots of company app showing registration number
• Insurance policy documents
• Email communications with customer service
• Vahan portal screenshots showing no registration
• Written complaints filed with the company

How Long Will the Investigation Take?

Consumer forum cases typically take 3-6 months for resolution. RTO verification can be completed within 15-30 days. If police involvement is required, investigation may extend 2-3 months. Company internal resolution should ideally happen within 30-45 days. Court proceedings, if necessary, may take 6-12 months depending on case complexity and evidence presentation.

Advocate Sudhir Rao, Supreme Court of India