Distribution consumer base

Customer centricity

At Tata Power, our customers are our top priority. We have embraced a comprehensive 3D approach and strategy, placing our ‘Customer Promise’ at the heart of our Corporate Customer Service Policy. This commitment underscores our relentless pursuit of exceeding customer expectations and striving to be recognized as the most valued service provider in the power sector. By integrating this ethos into every aspect of our operations, we’re dedicated to delivering exceptional experiences and fostering enduring relationships with our customers

The policy is in alignment with the Tata Group Customer Promise and can be accessed on Tata Power website.

We have prioritized a range of customer-centric initiatives aimed at enhancing satisfaction and delivering valueadded services. These initiatives includes:

• Mumbai Distribution inaugurated India’s first-ever ‘Divyang’ Customer Relation Centre, with dedicated senior citizen desks, reinforcing efforts towards diversity and inclusion
• All-Women Customer Relations Centres in Mumbai and Odisha, managed entirely by well-trained women, delivered excellent customer services, and ensured customer delight
• ‘Varishtha Nagrik Sanmman Seva’ ensured the safety and convenience of 500+ elderly consumers by offering cheque pickup services
• The ‘Abha Sakhi Sehat Camp’ initiative empowered 100+ women as ‘Sehat Mitras’ in Mumbai, focusing on maternal health and conducting educational sessions on menstrual hygiene
• The ‘Ujala Initiative’ for visually impaired customers provided electricity bills in Braille, a first-of-its-kind service
• Programmes like ‘GREEN Zone’ and ‘SYNERGY’ promoted digitalisation among customers while special events like ‘SAMMAN’ raised awareness among senior citizen customers. Additionally, initiatives like ‘GenNEXT’ for young professionals and ‘WePOWER’ for women customers demonstrated TPDDL’s commitment to addressing diverse customer needs
• The ‘Digi Get Lucky’ campaign encouraged paperless billing and digital payments, with over 53% of Mumbai Distribution’s consumers opting for paperless billing and digital payments exceeding 88%. The campaign reached 4,00,000 consumers through promoting e-billing, and engaging through email, WhatsApp and social media
• Jan-Jagruti Abhiyan arranged 100+ sessions around Mumbai, engaging approximately 5,000+ roadside and slum dwellers for customer safety
• Interactive WhatsApp Service has been launched for Duplicate bills, Register Complaints, Update Contact detail, chatting with executives
• ‘Naam Badlaav Pakhwada’ facilitated name changes for Mumbai consumers (25,000+ changed name), with 6,000+ queries and requests received and 3,100+ of them processed successfully
• We revamped our customer portal and mobile app, launched in May 2023, attracting over 1,30,000 registered consumers with its unique features

Bidyut Seva Kendra/ Anubhav Kendra

• We have transformed 862 out of 942 fuse call centres into Bidyut Seva Kendras (BSKs). These centres are now fully equipped to manage fuse call complaints, verify technical feasibility and outstanding dues for new service connections, and address commercial complaints using the advanced FCC App 2.0 and Hypertrack technology in urban divisions.
• We have established 139 Anubhav Kendras strategically located near PDS shops. These centres serve as comprehensive one-stop solutions for rural customers, facilitating new service connection registrations, addressing commercial complaints, and offering a variety of payment options.

Gaon Chalo

In collaboration with the Government of Odisha, we arranged 500+ Gaon Chalo camps during FY24, providing essential at-door services to rural customers. Through our outreach programmes, we benefitted 22,000+ individuals and retrieved 1.10 crore+ customers to date. With 5,000 new connections processed, we addressed 58 safety issues and resolved 7,000 customer complaints. Additionally, special camps were organised for complaint resolution, collections, new connections, and healthcare, fostering community well-being. Our subsidiaries, TPNODL and TPWODL, also engage with rural communities through various outreach programmes.

Enhancing customer experience

Service reliability

We continuously monitor our extensive distribution networks to ensure a seamless power supply.

INITIATIVES WE UNDERTOOK

Data privacy

We prioritise protecting our customers’ privacy and have implemented a comprehensive privacy policy that outlines our methods for collecting, using, and safeguarding personal information. We offer multiple channels for customers to report concerns or inquiries about data privacy, which we diligently monitor. In FY24, we received no complaints regarding breaches, leaks, thefts, or losses of consumer data, highlighting our unwavering commitment to maintaining the integrity of customer privacy.

Health, safety, and security

Ensuring safety is paramount in our operations as electricity is essential to everyday life. We rigorously enforce safety standards across all operations and involve all stakeholders in this endeavour. Our employees receive extensive training on the usage of Personal Protective Equipment (PPE) and undergo annual health check-ups. We prominently display safety signage at our substations and ensure thorough dissemination of information on regulations, laws, and product labelling. In FY24, we achieved full compliance with all regulations and codes concerning product information and marketing

Engagement touchpoints

We have arranged various physical and digital touchpoints beyond our social media platforms, SMS, emails, and monthly bills to enhance customer engagement.

REVAMPED CUSTOMER CARE SERVICES

Feedback and satisfaction

We are committed to delivering exceptional customer service by ensuring all complaints are resolved within 24 hours through an efficient and responsive feedback system. For any unresolved issues, customers can turn to our dedicated internal grievance redressal cell.

Empowering customers

We are integrating smart and green solutions to align with evolving customer preferences, introducing a range of low-carbon business solutions critical for our future, and transforming India’s energy consumption landscape.

Becoming an energy partner

EV CHARGING

We are at the forefront of establishing a comprehensive nationwide network of EV charging stations, providing seamless services tailored to a variety of customer needs, including home, fleet, buses, offices, highways, and more. Energising 202 highways and deploying 86,086 home charging units, we have also installed 858 e-bus charging points, collectively preventing 1,391 tonnes of CO₂ emissions.

Our round-the-clock Tata Power EZ Charge Call Centre, supported by Network Operations Centre (NOC) operators, ensures real-time customer assistance, achieving a 97% operational availability post-NOC implementation. Anticipating the growing demand for EVs, we are expanding our charger network, enhancing our mobile application, and collaborating with esteemed institutions to develop innovative solutions for an improved charging experience.

Home automation

Our home automation business is dedicated to driving innovation through IoT-based smart energy solutions, catering to diverse clientele that includes architects, interior designers, builders, and individual households. Despite initial challenges, Tata Power EZ Home has established itself as a leading brand in the home automation sector.

To incentivise our channel partners, Tata Power EZ Home has implemented target-based incentives and extended festive offers to customers nationwide. Additionally, our active participation in national and regional expos, events across major cities and robust digital campaigns on social media has been instrumental in promoting awareness and adoption of home automation solutions.

DRIVERS FOR GROWTH

• Tata Power EZ Home introduced the Glass Elixir Touch Panel switches, offering customisable options for switches, colours, and button icons, enhancing customer personalisation
• Our energy-efficient sensors and lights, capable of saving up to 70% on electricity bills, have gained popularity in commercial spaces such as buildings, staircases, and lobbies
• By emphasising comprehensive solutions for multiapartment building projects, we have seen increased order volumes and revenue, driven by collaborations with renowned builders in tier-1 and tier-2 cities
• Expanding our network of HA-exclusive channel partners, we are amplifying sales and customer service, ensuring broader accessibility to our innovative solutions.

INNOVATIONS

• Filed a patent for Smart Energy Analytics for energy management and secured another patent for retrofittable Wi-Fi-based IR modules for Smart Air Conditioners
• Developed an EV fleet monitoring platform integrated with smart switches
• Spearheaded a collaboration with Imperial College, UK, for an Automated Demand Response programme, enabling over 700 homes in Delhi and Mumbai to save up to 10% during switching events

COLLABORATIONS/PARTNERSHIPS

We have partnered with other OEMs and technology providers to integrate Security Systems, Building Management Systems, and other solutions. This strategic approach aims to offer seamless end-to-end solutions, enriching the user experience through a unified interface

ESCO

Our ESCO solution offers comprehensive Energy-as-a-Service (EaaS) tailored for large industrial and commercial clients, enabling advanced digital power management. This service empowers clients to monitor energy consumption, implement cost-saving strategies, and reduce carbon emissions. Demonstrated across multiple sites, these scalable solutions are designed to meet both current and future energy demands.

Utility of the Future

To position ourselves as a Utility of the Future, we provide a broad array of clean and green solutions. Our leadership in EV charging and the expansion of our distribution network, targeting reach 40 million customers within five years, underscore our commitment. Through the integration of smart and sustainable solutions, we are revolutionising India’s energy consumption patterns, offering innovative choices for our retail customers.

SMART GRID TECHNOLOGIES

We utilise smart-metering tech for precise real-time monitoring of consumer electricity usage, promoting energy efficiency. By harnessing IoT and grid-scale storage, we have observed benefits such as asset-health monitoring, reduced billing inquiries, and enhanced customer empowerment. The smart metering system seamlessly integrates with our SAP billing, CRM, and GIS systems. Additionally, we have established a smart meter lab in our distribution area to enhance the expertise of our field technicians.

Empowering consumers – leading the charge for change

We have introduced eco-friendly business solutions that are gaining momentum, empowering customers with sustainable options and transforming energy consumption across India.

Microgrids

Our microgrid projects strategically focus on rural areas suffering from power shortages. Through active community engagement, we provide reliable and clean energy solutions by deploying microgrids in over 200 villages across Uttar Pradesh and Bihar. Managed by our subsidiary, TP Renewable Microgrid (TPRMG), these initiatives have significantly reduced diesel usage and carbon emissions, benefiting thousands of lives. TPRMG’s efforts, including awareness programmes and conversion campaigns, aim to empower rural communities by providing access to affordable, reliable, and clean electricity. Additionally, TPRMG offers financial support for green businesses and energy services to meet rural customers’ needs, including electric vehicle charging.

Rooftop solar

Solar solutions, whether installed on rooftops or groundmounted, offer an ideal way to harness solar energy, providing both cost savings and environmental benefits. Tata Power is a leading solar panel manufacturer in India with 13% market share in Solar EPC business. We have maintained our top position with over 2,045 MW of rooftop solar capacity installed across cities nationwide.

Customer-centric approach to climate action

Demand side management (DSM) and energy-efficiency programmes

The Mumbai Distribution actively collaborates with customers for efficient electricity use through the DSM project. The ‘Tata Power Demand Response Programme’ engages consumers equipped with smart meters to voluntarily manage their electricity usage. This initiative has successfully achieved significant energy savings, totalling approximately 90 MW across nine demand response events.

Digitalisation: towards 100% paperless processes

We provide a user-friendly digital billing experience through our My Tata Power Mobile App, Customer Portal, and WhatsApp, enabling seamless adoption of e-bills. Customers can choose from a broad range of digital payment options like Credit/Debit Cards, Net Banking, Digital Wallets, and more, accessible through our platforms. In Mumbai Discom , consumers opted for paperless billing, leading to the preservation of over 56,00,000 pages annually, saving approximately 500 trees. Delhi Discom has reduced paper consumption by 3.3 million sheets compared to the previous year and converted an additional 2,70,000 bills to e-bills. Odisha Discoms have also initiated paperless office measures in various processes.

Innovations and technology adoptions

During the reporting period we adopted initiatives such as:

• Successfully tested and qualified a new solar float design with a technology partner, potentially reducing manufacturing complexity and costs by 15%
• Formed a strategic partnership with TACO to develop battery packs and enclosures for residential hybrid solar solutions
• Introduced a new range of rooftop solar safety equipment, including lifeline systems, walkways, and edge barricades, ensuring safety in rooftop installations
• Implemented a project cost tracking and cost-to-complete forecast system for utility-scale solar projects
• Digitised progress tracking of utility-scale projects through WRENCH in the Renewable Business System (RBS)

Digital initiatives to enhance customer experience

UNIFIED CUSTOMER PLATFORM AND MOBILE APP

Introduced a unified platform for our discom and rooftop customers in Mumbai, Delhi, and Odisha, streamlining utility-customer interactions and offering digital selfservice capabilities.

CONSUMPTION DISAGGREGATION ANALYSIS

Launched a service enabling customers to monitor appliance-wise energy consumption trends, facilitating cost-saving measures, and providing insights for reducing energy usage.

IMAGE ANALYTICS FOR ANOMALY DETECTION

Employed AI/ML models with high-definition images and location coordinates to proactively monitor transmission lines. This initiative aims to prevent line tripping, ensure quality monitoring, and automate asset identification and maintenance tasks through seamless integration with GIS systems and SAP work orders.

MULTILINGUAL POST-TRANSACTIONAL FEEDBACK

Introduced survey questionnaires in Hindi and Marathi, in addition to English, to gather feedback from a broader consumer base. This feedback mechanism provides valuable insights for further enhancing customer services.

Research and development initiatives

WIRELESS CHARGING

We are at the forefront of developing advanced algorithms for EV load forecasting and infrastructure needs, seamlessly integrating them with existing IT systems. This approach eliminates physical connections, enhances safety, and offers design flexibility with waterproof and sealed devices, making EV charging more efficient and reliable.

EV LOAD FORECASTING

Our efforts include creating sophisticated algorithms to optimise infrastructure planning and strategically place charging stations for maximum efficiency and grid management. Integration with IT infrastructure enables real-time monitoring and control, ensuring seamless coordination between EV charging demands and grid capabilities.

SMART CHARGING SOLUTIONS FOR BUSES

We are implementing smart charging solutions for buses by integrating renewable energy sources with depot infrastructure, enabling Vehicle-to-Grid (V2G) services. Our designs for efficient bus charging stations aim to optimise costs and maximise simultaneous charging, promoting sustainable and cost-effective bus electrification.