since you made a thread about in pack oils if you dont mind me humbly advising, that as law student studying at university of london, your freind cant bring any complain as he is not the end user of the oil, the dealer sold it to your freind, not to the ultimate consumer that your freind sold it too. the ultimate consumer aka those people who used the oil and its think oil is fake would need to themselves bring a complaint,
a exception of Duty of Care exists but that exists form the manufacturer that is toyota motor co japan, and the distributor indus or their dealerships cant really be held liable for anything. to show a product defective the law requires you to show that it is not fit as ordinary people would expect of a product of this class to be usefull for, and you must show that a defective product caused either a)personal injury, b)property damage over last time i checked was 40,000rs or c) death
the law in consumer court is strict liability so you may avoid the hassle of brining toyota japan co and instead direct claim against indus but thats about as far as you can get
if i were the person dealing with this complaint in head office, i would simply give a apology and dissmis the claim, the user can goto consumer court if he like and waste it time, as on current facts theirs simply no merit.
this is just meant as a suggestion and not directed to you or to anybody, basically i have been reading a lot of comments and people are all ready to hate on toyota indus or honda atlas or complain to higher authorities and further on without looking at their claim and its merits first.