Building Trust, Relationship, and Shared Value
Adani Energy Solutions places customers at the centre of its growth journey, building lasting relationships founded on trust, transparency and responsiveness. By deeply understanding their evolving needs and expectations, we deliver reliable, high-quality service experiences. Our multi-channel customer relationship approach strengthens engagement, enhances satisfaction and fosters long-term loyalty, reinforcing our commitment to serve with excellence.
Material Topics
Strategic Priorities
Key Risks and Opportunities
Capitals Impacted
Social & Relationship Capital
SDGs Aligned
We place customers at the centre of our growth journey.
3.3 million
Total customers being served
3.27 million
Retail Electricity (No. of customers)
Strategic Focus Areas
Enhance Service Reliability and AccessibilityProactive Communication and Digital EngagementTailored Solutions to Meet Customer PreferencesFeedback-based Innovation and Service ExcellenceCustomer Base and Strategic Relevance
3.3 million
Customers (1.4% increase as compared to FY 2024-25)
| FY 2022-23 | FY 2023-24 | FY 2024-25 | FY 2025-26 | |
|---|---|---|---|---|
| Retail & residential | 21,01,606 | 21,61,793 | 22,28,487 | 22,39,141 |
| Commercial and industrial | 4,64,275 | 4,73,909 | 4,59,433 | 4,83,108 |
| 10,039 | 12,178 | 14,368 | 17,234 | |
| Smart metering | - | - | - | - |
Customer-Centric Strategy
India’s energy landscape is transforming. Consumers today expect an integrated energy experience where sustainability does not come at the cost of reliability or affordability. They demand clean, secure and cost-effective energy solutions. As the energy transition accelerates, customers are evolving from passive users to digitally-empowered “omnisumers” who seek to optimise their energy footprint and costs. Trust will rest with providers who uphold a genuine “no-trade-off” approach, delivering sustainable energy that remains affordable, reliable, and accessible.
At Adani Energy Solutions, customer centricity is embedded within strategy, operations and governance. We are transitioning from a traditional utility model to a long-term energy partnership approach, one that strengthens access, enhances experience and supports customers in their decarbonisation journeys.
Customer Relationships as a Strategic Value Driver
Understanding Customer Needs and Preferences
Their demand
Uninterrupted, high-quality power to sustain competitiveness and operational continuity.
Their expectations
- Flexible procurement models such as open access, green power and customised tariffs
- Customised tariffs aligned with load profiles
- Transparent pricing, digital interaction and rapid issue resolution
- Heightened focus on sustainability, energy efficiency, and regulatory compliance.
Their demand
With digital adoption rising, customers increasingly seek control and visibility over consumption.
Their expectations
- Real-time consumption data, accurate billing, and seamless digital experiences
- Proactive communication regarding outages, maintenance and upgrades
- Data privacy, cybersecurity, and ease of technology adoption
Their demand
Customers are looking for efficient cooling solutions to support business continuity.
Their expectations
- Energy-efficient, reliable, and scalable cooling solutions
- Performance-based contracting and transparent service levels
- Environmental considerations and compliance with green building standards
Focus Areas of Customer Service Strategy
Enhance Service Reliability
- Grid modernisation, predictive maintenance, and robust contingency planning to minimise outages and improve uptime
- Advanced analytics for early issue detection and rapid response
Ensure Proactive Communication
- 24x7 multi-channel customer support with clear escalation protocols
- Timely updates on outages, maintenance, new offerings and regulatory changes
Improve Digital Engagement
- Digital platforms for self-service, real-time monitoring, and seamless transactions
- Intuitive mobile apps and web interfaces for seamless access
Offer Bespoke Solutions
- Tailored, cost-effective and sector-specific energy and cooling solutions
- Flexible contracts, bundled services, and value-added advisory services, e.g., energy audits, sustainability consulting
Strengthen Feedback Mechanisms
- NPS tracking and structured customer interactions
- Leverage frontline insights to enhance service delivery
- Closed-loop feedback with visible action and communication
Promote Customer-First Culture
- Build employee capabilities to improve customer outcomes
- Empower leaders to integrate Voice of Customers into decision-making
- Implement targeted interventions to deepen customer-first culture
Grievance Redressal
- Provide omnichannel grievance support for timely and effective resolution
Driving Energy Access and Affordability
Energy access and affordability remain critical socio-economic enablers in India. At Adani Energy Solutions, we view it as both an opportunity and a responsibility to create long-term value for our diverse set of stakeholders, including customers, communities, investors, and regulators.
Why Access and Affordability Matter?
- Drive Inclusive Growth: Affordable and reliable energy access reduces poverty, boosts productivity, supports national priorities, such as “Power for All”, and promotes India’s journey towards a USD 5 trillion economy.
- Meet Regulatory and ESG Expectations: Universal access and tariff focus are central to compliance, reputation and investor confidence.
- Enable Sustainable Growth: Expands markets, strengthens customer trust, mitigates compliance and social risks and drives innovation in smart energy solutions.
Our Multi-Pronged Strategy to Enhance Energy Access and Affordability, Leveraging Technology, Innovation, and Operational Excellence
Grid Modernisation
- Investment in smart grid infrastructure reduces transmission and distribution losses, improves uptime and lowers costs, translating into long-term supply reliability and affordability
Distributed and Decentralised Energy
- Promotion of rooftop solar, microgrids, and other decentralised solutions improves last-mile connectivity and expands inclusive access
Tariff Innovation
- Exploring time-of-use tariffs, prepaid metering, and targeted subsidies for vulnerable groups, ensuring energy affordability
Demand Side Management
- Energy audits, awareness campaigns and promotion of energy-efficient appliances empower customers to reduce overall consumption and costs
Adani Energy Solutions recognises that access to reliable electricity must be matched with affordability. Our approach integrates flexible billing, targeted support and inclusive partnerships to reduce financial stress while ensuring uninterrupted access to power.
Flexible Billing Structures, Payment Plans and Incentives
- Monthly billing cycles align customer payment schedules with their income cycles
- Prepaid metering systems empower customers to manage consumption and reduce bill shocks
- Advance bill payments schemes offer bill discounts and incentives for voluntary deposits (earn interest and auto bill settlement), before due date
- Instalment-based payment plans help customers clear overdues with minimal financial stress
- Discounts and rewards to encourage early and on-time bill payments
Support Mechanisms for Timely Payments
- Subsidised tariffs for eligible households as per government norms
- Late fee waivers for identified vulnerable groups during economic stress (e.g., natural calamities or pandemics)
- Emergency relief schemes (deferred payments & temporary tariff reductions) during crises
- Community helplines and outreach camps to raise awareness about schemes
- Security deposit payments in instalments up to six months
Partnerships for Financial Inclusion
- Dissemination of subsidies and financial support to intended beneficiaries through Microfinance partnerships, Self-Help Groups (SHGs) collaborations and participation in government-led direct benefit transfer (DBT) schemes
Measured Impact
- Reduced disconnections due to fewer outstanding dues
- Improved on-time payments in urban and rural service areas
Driving Energy Efficiency and Sustainable Choices
Vision
To be the leading provider of sustainable energy solutions, enabling India’s financial capital transition to a low-carbon economy.
Mission
To connect customers with advanced technologies and services that drive energy efficiency, promote clean energy, and support decarbonisation, ensuring economic growth and environmental well-being.
Adani Energy Solutions is integrating smart and low-carbon solutions into its customer offerings, aligning with customers’ operational objectives and broader climate transition goals. By combining bespoke energy solutions, transparent communication, collaborative planning, and continuous feedback loops, we anticipate consumer expectations and position ourselves as a trusted partner for their environmental and decarbonisation imperatives.
Enabling Green Choices
Launched Green Energy Tariff to support consumers’ carbon neutrality goals
6,501 consumers opted for green energy supply
Advancing digital adoption and promoting environmental conservation
10,70,000 consumers transitioned to e-bills
Expanding EV charging infrastructure to boost EV adoption
1,187 EV charging stations set up, contributing to 0.90 MU per annum sale
Promoting adoption of five-star rated appliances, such as fans and refrigerators, through consumer discounts
Accelerating the energy transition
Empowering smart mobility solutions of tomorrow
Creating energy management solutions
Win - Win - Win approach, transforming consumer behaviours
Adani Energy Solutions is deploying smart grid technologies across 100% of its electric load, enabling real-time demand monitoring, data-driven operations and improved end-user efficiency. Through targeted consumer education and incentive programmes, we encourage the adoption of energy-efficient appliances and promote responsible energy consumption.
To optimise energy use, the Company implements strategically-defined tariffs that encourage load balancing between peak and off peak hours. During periods of high solar generation and lower demand, the customers are incentivised to shift consumption, thereby enhancing the integration of distributed renewables while improving cost & grid efficiency and energy sustainability.
Our key DSM initiatives to reduce overall peak demand on the grid, while helping Mumbai customers lower their electricity bills include:
- Discounted Energy-Efficient Appliances: AEML provides discounts on high-efficiency appliances, including up to 42% off on BLDC fans (cutting consumption by 60% compared to conventional fans), and up to 50% off on 5-star rated refrigerators and other home appliances.
- Urja Samvardhan Upakram (Energy Conservation Program): Awareness workshops are conducted for residential, commercial, and educational institutions on energy-saving techniques.
- Energy Wizard: A digital tool is provided for usage analysis and personalised energy saving tips.
- Appliance Maintenance Advice: Provide tips and guidance to optimise the performance of air conditioners, refrigerators, and other appliances.
- Digital Empowerment: Promotion of smart meters and digital services, including app-based billing and Adani Electricity website, enabling consumers to track and manage consumption.
Democratising Rooftop Solar
PM Surya Ghar Muft Bijli Yojana (PMSGY)
Adani Energy Solutions actively advances rooftop solar adoption through awareness and outreach across its licensed areas. These initiatives not only decentralise access to renewable energy but also empower customers to participate directly in India’s clean energy transition.
7
divisions covered through promotional activities
~1 lakh
leaflets distributed with electricity bills
6
awareness programmes conducted through community engagement
570
applications received
286
rooftop installations commissioned
Digital Transformation and Smart Customer Experience
Adani Energy Solutions is prioritising integrated digital solutions to advance customer convenience and financial inclusion. These solutions enhance accessibility, reduce transaction costs, and empower customers to manage their energy usage and payments. Furthermore, Adani Energy Solutions’ digital portal offers a suite of touchpoints to enhance experience throughout the customer lifecycle.
~10.7 Lakh
consumers on digital bills, availing discounts for paperless billing
85.50%
Digital payments in FY 2025-26
Customer Safety
Prevention Through Education, Awareness and Continuous Monitoring
Customer safety is critical for the service commitment of any electric utility. Our awareness initiatives educate and empower customers to use electricity responsibly and confidently. Our customer safety initiatives are aimed at:
Multi-Pronged Approach to Customer Safety
We conduct several community safety awareness campaigns and educational drives, blending hands-on learning with instructional videos. We also leverage television, radio, social media, and print for a wide-scale public outreach.
Accessible Safety Resources
- Multilingual safety materials, such as brochures, posters, and booklets
- Mobile apps, online portals and interactive websites for easy access to safety guidance
- Virtual reality (VR) simulations on electrical safety for immersive learning
Specific Safety Measures
Safety During Monsoon
In the months of May and June, AEML conducts Monsoon Safety Awareness Sessions for customers residing in slum communities and residential areas. These sessions empower them with knowledge on electrical safety, hazard identification and preventive measures to avoid monsoon-related electrical accidents.
Electrical Safety Awareness
AEML empowers customers through proactive household safety education and tips, which include annual inspections of home wiring through certified electricians, usage of ISI-marked appliances/MCBs, replacement of damaged cords or sockets, and other important indoor safety measures.
Fire Safety and Emergency Response
AEML promotes fire safety awareness and emergency response education to help customers minimise and handle electrical emergencies, such as installing class C extinguishers, switching off main switch during emergencies, maintaining clear access to main distribution boards and administering first-aid.
Children Safety Awareness in Schools
AEML conducts Children School Safety Awareness Programmes across its licensed areas, to educate school children, one of the most vulnerable groups, on hazard identification and daily safety. This initiative empowers students to adopt safe practices at home and in their surroundings.
High-Rise Residential Society Safety
There are unique safety risks associated with high-rise buildings, such as electrical systems, fire emergencies, evacuation pathways, and use of lifts. AEML’s High-Rise Residential Society Safety Awareness Programmes strengthen public safety, enhance electrical awareness, and promote risk-free living in multi-storied buildings.
Monitoring and Evaluation
- Structured Feedback: Customer surveys and feedback forms assess the programmes impact and identify improvement areas
- Performance Tracking: Metrics such as reduction in electrical accidents, customer satisfaction levels, and the campaign reach help measure the success
- Continuous Improvement: Insights from customer feedback and metrics help refine the programme to incorporate best practices and address emerging risks
School SafetyAwareness Programme
Challenge
Schools often lack structured electrical safety awareness, leaving students and staff vulnerable to risks, such as improper use of extension boards, inadequate knowledge about emergency response, LOTO protocols and basic safety precautions.
Intervention: Interactive Safety Awareness Sessions
The safety department of Adani Electricity Mumbai Limited conducted focused safety awareness sessions at schools in the Mumbai Suburban Region using portable demonstration kits. This direct-engagement model was chosen to trigger immediate safety behavioural changes and provide hazard identification skills in a high-impact, short-duration format. The sessions covered:
- Identification of electrical hazards
- Safe use of appliances
- Demonstration of emergency response
- Fire & shock prevention techniques
Implementation and Reach
- On-site training with live demonstrations and safety leaflets
- Used real scenarios and a portable demonstration kit to improve retention and bypass the lack of on-site safety equipment
- Successfully covered 16+ schools, training over 2,500+ students and staff
Impact and ESG Alignment
- Significant reduction in unsafe practices during follow-up and a commitment from school management to conduct periodic inspections
- The initiatives support AEML’s community safety commitment, aligning with SDG 3 (Good Health & Wellbeing) and SDG 4 (Quality Education)
Way Forward
Potential for replication across all Mumbai schools, tuition centres and colleges, integration into the formal school curriculum.
Customer Data Privacy and Data Protection
Adani Energy Solutions prioritises customer data privacy and employs comprehensive data security mechanisms that include encryption of sensitive data, regular security audits, and compliance with industry standards such as ISO/IEC 27001. Data access is restricted to authorised personnel only, and continuous monitoring is in place to detect and respond to any potential threats.
Turning Customer Feedback into Value
Listening is Embedded in our KRAs and Improvement is Built into our Scorecards
Every interaction with our customers, whether a query, request or complaint, feeds into our structured system designed to listen, resolve and improve. AEML receives ~50,000 feedback interactions every month, including first-time resolution feedback and post-transaction reviews.
How We Listen to Our Customers
From FY 2024-25, AEML has adopted the Net Promoter Score (NPS) method to track and measure NPS and Transactional NPS.
Strengthening the Feedback Loop
- Visual and multilingual feedback messages
- Data Lake analytics to identify complaint patterns and pre-empt potential concerns
- QR-Code enabled quick and easy feedback collection, with SMS-based feedback link for TNPS evaluation
CRM-Led Innovation and Service Excellence
At Adani Energy Solutions, our Customer Relationship Management (CRM) is a strategic engine driving innovation, responsiveness and service excellence. By integrating analytics with real-time feedback, we turn customer insights into measurable improvements, ensuring customer voices shape our technology roadmap and operational processes.
Feedback-Driven Intelligence
Our CRM aggregates data across enrolments, service interactions, feedback forms, and digital platforms to generate actionable insights. Through advanced analytics and AI, we:
- Identify recurring pain points and bottlenecks at the customer and frontline staff levels
- Segment customers based on behaviour, preferences, and needs for personalised communication and support
- Track satisfaction trends and proactively detect shifts in expectations or emerging concerns
Technology and Process Innovations
Customer feedback directly informs our technology roadmap and operational enhancements. Key innovations include:
- Customised Learning Journeys Adaptive learning modules tailored to individual student progress and preferences
- Automated Workflows AI-enabled chatbots and self-service tools for faster resolution
- Real-time Notifications Automated alerts and proactive updates
- Process Optimisation Streamlined enrolment, payment and query resolution journeys
Measurable Outcomes
- Reliability Standardised workflows and automated escalations reduce errors and ensure consistent application of policies and procedures
- Efficiency Faster turnaround times and optimal resource allocation through centralised data access and streamlined workflows
- Satisfaction Personalised engagement supported by continuous NPS tracking
NPS: Measuring Customer Satisfaction
Focussed Accountability
Key performance indicators are directly tied to NPS improvement, with monthly and quarterly reviews:
- Reducing Detractor rates and growing Promoters
- Shortening complaint resolution timelines
- Increasing digital engagement through portal and self-service channels
- Driving participation in new services and energy efficiency initiatives
Turning Feedback into Action
NPS insights help pinpoint service gaps and recurring concerns. For example, feedback on outage response has led to:
- Installation of IoT-enabled grid sensors for predictive maintenance
- Real-time restoration updates via mobile notifications
- Empowering field teams with advanced response tools and specialised training
| FY 2024-25 | FY 2025-26 | Target | |
|---|---|---|---|
| NPS | 19 | 43 | 10% increment |
| Promoter (%) | 41% | 49% | |
| Detractor (%) | 22% | 6% |
AEML also measures customer experience for each interaction by Transactional NPS to track for ongoing improvements. The Company also monitors and proactively discloses the Customer Average Interruption Duration Index (CAIDI)
Strengthening Customer-First Culture
Employees as Enablers of Customer Service
At Adani Energy Solutions, service excellence begins with our people. We cultivate a culture in which every employee, including leaders, understands their role in delivering reliable, empathetic, and transparent service.
Building Employee Capacities
- Comprehensive training programmes to build competencies of our customer-facing teams
- Programmes cover onboarding, ongoing skills development, and specialised modules in communication, problem-solving, and digital engagement
- Programmes updated regularly based on customer feedback and evolving customer needs
- Continuous assessments and refresher sessions to maintain high service standards
Leadership as Culture Champions
- Targeted leadership development aligned with customer priorities and strategic goals
- Focus on change management and inclusive engagement across all organisational levels
- Workshops and coaching sessions reinforce customer-centric values and behaviours
- Decision-making guided by customer insights, ensuring the Voice of Customer shapes organisational outcomes
Frontline Empowerment and Feedback Loops
- Frontline teams are provided with authority and digital tools to enhance customer outcomes
- Customer insights are captured accurately through real-time feedback mechanisms
- Actionable feedback is shared across functions for coordinated improvements.
- Employees are encouraged to propose and implement solutions
- Continuous improvement is ensured by embedding customer feedback into service delivery
Root Cause Analysis
- A structured approach is used to identify priority areas, deep dive into issues, and analyse friction points collaboratively with relevant stakeholders
- 58 Root Cause Analyses completed
Employee Awareness
- Aimed at enhancing awareness of customer-focused initiatives among both executive and non-executive employees. Programme with curated activities rolled out quarterly
- 926 employees have participated
Sampark: Customer Outreach Programme
Background
Sampark, Adani Energy Solutions’ organisation-wide customer outreach programme is designed to build empathy-led engagement and strengthen service excellence through direct customer interaction across all employee and management levels.
Structured Engagement Model
- Senior Management: Engages in B2B interactions, aligning strategic goals with customer needs
- Middle Management: Engages in B2C interactions, bridging gaps between operational execution and customer satisfaction
- Junior Management: Participates in Call Listening Sessions, gaining firsthand insights into empathy-led service
Impact and Continuous Improvement
800+
employees engaged in direct customer interactions
10,694
customers engaged
Samwaad: Stronger Frontline Voice, Stronger Customer Trust
About Samwaad
Samwaad places the insights from our frontline staff (FL) at the heart of the customer experience improvement. The initiative is our commitment to strengthening trust and communication through a bottom-up approach.
Actions and Impact
- Establishing direct communication channels between Customer Experience Division (CXO) and frontline staff
- Conducting in-person “ear-to-the-ground” interactions
- Empowering frontline teams to enhance customer experience
- Strengthening alignment and trust within the team
- 3 sessions with various frontline teams concluded
Money Saving Tips
Energy Wizard
Learn how to optimise energy usage for maximum benefits
Simple Ways to Save
Simplest tips & tricks to bring down your energy consumption and bill
Energy Calculator
Give us a little information and we shall calculate your energy requirement
What Product to Buy
Check how to choose energy-efficient electrical appliances
Customer-First Culture in Action
“Watts of Warmth” Initiative
The “Watts of Warmth” initiative brings Adani Energy Solutions’ customer-first culture to life by sharing real stories of employees who go the extra mile, from restoring power during emergencies to supporting senior citizens and responding swiftly during monsoons. The initiative is rooted in empathy and teamwork and reflects Courage, Trust and Commitment.
How It Creates Impact
- Recognises employees demonstrating exceptional customer care
- Builds trust through human-centred service stories
- Reinforces a culture of responsiveness, reliability and compassion
City Currents: A Quarterly Customer Newsletter
Empowering Customers Through Information, Transparency and Connection
Adani Electricity has launched “City Currents”, a digital quarterly customer newsletter reaching ~32 lakh customers in Mumbai. The newsletter serves as a single source for power updates, aimed at building a stronger, more connected community with its users.
What It Delivers
- Operational Insights: Data on quarterly consumption & green energy sourcing, key initiatives and industry trends
- Customer Education: Energy saving tips, trivia and awareness content
- Highlights: “Sampark” outreach, new services, initiatives etc.
- Key Business Metrics and Milestones: Progress and milestones related to growth, sustainability, smart vigilance, CSR, etc.
Grievance Redressal and Fair Resolution
Accountability / Transparency / Timely Resolution
Adani Energy Solutions offers multiple channels to customers to raise their concerns and seek effective resolution.
Digital and Social Media Touchpoints
- Adani Electricity Mobile App
- Internal Complaints Redressal System (ICRS)
- Complaints Login through AEML’s website
- Elektra Digital Assistant on AEML’s website
- WhatsApp (9594519122)
- Genius Pay Self-Help Kiosks
- Virtual Customer Care Centres
- Social Media handles - Twitter, Facebook, LinkedIn, Instagram, and YouTube
Traditional Channels
- Tel:+19122 24x7 Toll-Free Call Centre
- SMS (9594519122) and Missed Call Services (9594519122)
- E-mail: Helpdesk.mumbaielectricity@adani.com
- Website: www.adanielectricity.com
Internal Complaint Redressal System (ICRS) for Grievance Resolution
Customers can register complaints through our web-enabled ICRS, which generates a unique tracking number for real-time status of the resolution process. If complaints remain unresolved or unsatisfactory, customers can escalate them to the CEO at ceo.mumbaielectricity@adani.com.
- Customer registers the complaint on Web-based Internal Grievance Redressal System (ICRS) on company Website
- Acknowledgement receipt is generated
- Details are forwarded to the distribution company for investigation
- Distribution company investigates and provides timely resolution to the customer
- If not satisfied, customer can escalate to:
- Level 1 Escalations on ICRS
- Level 2 Consumer Grievance Redressal Forum (CGRF) or the Electricity Ombudsman
- CGRF reviews the complaint, conducts hearings, while the final decision is provided by the Electricity Ombudsman