How to report a fake product: who to contact in your country

What to keep

Keep these until your report is settled, whichever country you are in:

• The product itself, in its box, bottle or sachet. Do not throw it away, and do not use the rest of it.
• Your receipt, invoice or proof of payment, such as a transfer confirmation.
• Clear photos of the front, back and sides, showing the product name, the registration number, the batch number and the expiry date.
• Where you bought it: the shop's name and address, or the website or social media page.
• When you bought it and how much you paid.
• Messages, emails or screenshots of what you and the seller said.

If someone used the product and feels unwell, get medical help straight away and take the product with you. For a medicine, speak to a pharmacist or doctor, and do not stop a prescribed treatment on your own: ask for a replacement.

What to write in your report

1. What the product is: its name, size or strength, and the company named on the label.
2. The registration number, batch number and expiry date printed on it.
3. Where and when you bought it, and the price.
4. What is wrong: how it differs from the usual product, or what happened when you used it.
5. Your name and a phone number or email the agency can use to reach you.

Medicines regulators share data on suspect products through the World Health Organization's Global Surveillance and Monitoring System, launched in 2013. WHO says the system lets alerts about a suspect product reach other countries in time.

Some companies protect their products with anti-counterfeiting methods. You can verify a product protected with Batach with your phone at batach.io/scan, and add a screenshot of the result to your report.

Nigeria

NAFDAC regulates food, drugs, cosmetics, medical devices, packaged water, chemicals and detergents. It lists these channels on its complaints and enquiries page and in its public alerts:

• Complaints line: 0800-1-NAFDAC (0800-1-623322), written 0800-162-3322 in NAFDAC alerts.
• Online complaint form: on the same complaints page, with space to upload a photo or document.
• Suspected fake or substandard medicines: email sf.alert@nafdac.gov.ng, or report through Med-Safety.
• Side effects from a medicine: the Med-Safety app on Android and iOS, or email pharmacovigilance@nafdac.gov.ng.

For other substandard goods, contact the Standards Organisation of Nigeria (SON) on its toll-free line, 0800 225 5766, or email customerfeedback.collaboration@son.gov.ng. Its contact page lists the other lines.

For a dispute with the seller, such as a refund, go to the Federal Competition and Consumer Protection Commission (FCCPC). Its FAQs say you must first raise the problem with the seller, and that complaining is free. Use the FCCPC complaints portal, email contact@fccpc.gov.ng, or call 0805 600 2020.

Read more in what NAFDAC is and how to verify a NAFDAC number.

Ghana

• Medicines: the Food and Drugs Authority (FDA). The FDA contact page has a complaint form that asks for the product name, batch, place and date of purchase, and the manufacturer. You can also email fda@fda.gov.gh or call the head office on +233 302 235 100. The FDA also runs an online system called Safety Watch at adr.fdaghana.gov.gh, where you register an account.
• Other goods: the Ghana Standards Authority (GSA). Its website lists a toll-free number, 0303930649, the email info@gsa.gov.gh and the phone number +233 302 500065.

Read more about the FDA in Ghana.

Kenya

• Medicines: the Pharmacy and Poisons Board (PPB). Report poor-quality medicines and side effects online at pv.pharmacyboardkenya.org, or email pv@ppb.go.ke. The PPB's main line is +254 709 770 100.
• Counterfeit goods: the Anti-Counterfeit Authority (ACA). Use the Report Counterfeits complaint form on aca.go.ke, or call +254 717 430 640 or +254 20 2280000.
• Substandard goods: the Kenya Bureau of Standards (KEBS). Its toll-free number is 1545, and its email is info@kebs.org.

Read more about the Pharmacy and Poisons Board and the KEBS Standardization Mark.

South Africa

• Medicines: the South African Health Products Regulatory Authority (SAHPRA). Its online form, Complaints Relating to Medicines and Medical Devices, lets you upload photos. Report side effects through the Med Safety app or at medsafety.sahpra.org.za. The main line is 012 501 0300.
• A dispute with the seller: the National Consumer Commission (NCC). File a complaint on its e-Services portal, or call 012 065 1940 and an agent will create your profile.

Read more about SAHPRA.

Tanzania

• Medicines: the Tanzania Medicines and Medical Devices Authority (TMDA). Report quality defects and side effects at sqrt.tmda.go.tz, in the SQRT app, or by dialling *152*00# on your phone. The toll-free line is 0800 110 084, and the email is info@tmda.go.tz.
• Other goods: the Tanzania Bureau of Standards (TBS). Call its toll-free line, 0800 110 827, email info@tbs.go.tz, or use the complaint form linked from tbs.go.tz.

Read more about TMDA.

Uganda

• Medicines: the National Drug Authority (NDA). Its toll-free line is 0800 101 999. Report side effects by WhatsApp on 0740 002 070 or by email to druginfo@nda.or.ug.
• Other goods: the Uganda National Bureau of Standards (UNBS). Its toll-free line is 0800 133 133, and its email is info@unbs.go.ug.

Read more about the NDA.

In any other country

Start with the national medicines regulator for a medicine, and the national bureau of standards for other goods. Find the agency's own website, usually on a government address, and use the phone numbers and forms listed there. If you are unsure which agency covers your product, call either one and ask.

For the signs of a fake, read how to identify fake drugs, fake skincare products and fake food and drinks.