Adani Electricity Mumbai Ltd (AEML) has successfully completed 3 years of its business by offering its consumers a world-class experience with a series of consumer-centric initiatives. AEML's proposal for an average 18% tariff reduction was approved by MERC in March 2020. The Aggregate Technical & Distribution (AT&C) losses were reduced from 11 % to 7.3 %.
"The number of supply-related complaints not only reduced by 38 % but the time taken to resolve the complaints also reduced. The CONSUMER Average Interruption Duration Index (CAIDI) has improved by 14% and brought down from an average of 36.18 Mins / Consumer to 31.13 Mins / Consumers. After Adani group acquired the Mumbai Power distribution business of Reliance Infrastructure in August 2018, Adani Electricity has made significant investments in upgradation of the network, demonstrating their commitment to the city with visible and lasting impact," according to the announcement of the corporation.
"If a consumer wants a new connection, he or she can get the same within seven days. There are various options for customers to reach AEML - 24x 7 call center number 19122 for all services of AEML, Email, Elektra (bot), Website, App and WhatsApp services to reach AEML. one can change its name on the bill before the next billing cycle and without coming to our office. On billing, consumers have options from receiving a physical bill to email copy to checking the same on the website, app, SMS, WhatsApp among others. The consumer can submit meter readings on their own through various digital options. On payment, he or she has various digital options to choose from, as well 91 Genius Pay kiosk including 5 Mobile Kiosks spread across its distribution area operating throughout the year," AEML said.
What to expect from AEML this year?
Roll out of 7 lakh smart meters which shall provide real-time consumption details and analytics. Besides eliminating manual meter reading, Smart Meters are also expected to reduce instances of electricity theft, according to the firm.
"It plans to double Genius Pay Self-Help Kiosks, from current 91 to 200. With One Kiosk across every two Sq. KMs. of Mumbai, consumers can say goodbye to traveling long distances and waiting in long queues at the traditional consumer care centers. These Kiosks will act as a single touch-point for consumer applications, complaints, bill payments, amongst other services. To maintain a personal touch while enhancing their digital services, the company is launching another Industry First solution in the form of a Video Contact Center. Adani Electricity aims to Service Mumbaikars at their doorstep by providing a virtual experience of a consumer care center," according to the official report of the company.
The report has also stated that "In FY 20-21, the Company announced that they shall be procuring 30% of its energy requirement from Renewable Energy Sources by FY23 and by 2027 this percentage will go up to 60%. Most recently, with the promotion of Green Tariff by the Maharashtra Regulator, the Company offered a flexible Adani Green Tariff Initiative for its consumers and announced additional Renewable Energy procurement in the offing. To understand gaps & issues faced by our consumers, we have started quarterly CSAT surveys to get the Customer feedback for various processes, which are taken very seriously to provide best in class services to our consumers."
"While these Consumer led initiatives are what most Mumbaikars shall experience at the face of it, the Company says a lot more is being undertaken to improve Network Reliability & Safety. Mumbai is one of the few cities in the Country to receive a 24X7 uninterrupted power supply. The Network team at AEML is commissioning new assets like Distribution Substations (DSS) while replacing assets like old cables, oil switch gears & transformers, old, corroded LT Pillars & Streetlights. These improvements are being executed while keeping in mind not only to improve the reliability and aesthetic appeal but also the safety and environmental impact," said the company.
The company has received rewards & recognition from various authorities for its performance in the last 3 years. A few of them are CBIP Award 2019 for 'Best Performing Utility having integrated operation in Generation, Transmission, and Distribution', ISGF awards 2020 for Chatbot implementation, Asian Power Awards 2020 for Demand Load Forecasting using Machine Learning project, Greentech HR Award 2020 by Greentech Foundation, ICC 14th India Energy Summit, and Awards- third position in Category A- Green Energy & first position in Category C- Quality of Service & Customer Empowerment. The company is also building the foundation of a Future Ready Utility and a benchmark for others to follow. In short, AEML is providing Reliable, Affordable, and Sustainable options to its customers.
"At AEML we believe in 'Power of Service' and our group's growth and vision has always been in sync with the idea of Nation Building. In the last three years, the changes we brought whether its reducing Tariff, Distribution losses, Green Tariff, Genius Pay Kiosk, various options to reach AEML, Video calling, Smart Meters or improving Network Reliability & Safety are in plan to change things for the better, so customers can power their dreams and live a stress-free life," an AEML spokesperson said on the completion of three years of its operations.
About Adani Electricity Mumbai Limited
Adani Electricity Mumbai Limited, part of the diversified Adani Group, is an integrated business of power generation, transmission, and retail electricity distribution. AEML owns and operates the largest and most efficient power distribution network in India. AEML serves over 3 million customers spread across 400 sq. km. in Mumbai and its suburbs meeting close to 2,000 MW of power demand with 99.99% reliability, which is among the highest in the country. AEML provides excellent customer care services with the help of advanced technologies.