The annual digital rewards program Go DIGI Get Lucky runs from January 1st to March 31st, encouraging consumers to transition from paper bills and manual payments to convenient and eco-friendly digital alternatives. By opting for e-billing and digital payments, consumers not only support sustainability but also get a chance to win exciting prizes—such as a microwave oven, air fryer, and more—through a lucky draw at the end of the campaign.
Tata Power conducts the annual 'Naam Badlaav Pakhwada' initiative for its Mumbai consumers, dedicated specially for updating names on electricity bills. Held from December 1st to 15th each year, the drive facilitates thousands of inquiries and successful name changes and it has garnered significant engagement and visibility across multiple platforms, including social media, emails, SMS, and the company’s website.
These customer engagement camps, held at the consumers' doorstep to ease the process of updating names on power supply bills, enhance awareness of E-Bill and WhatsApp Bill benefits, promote digital literacy, and more. This initiative is highly valued, as it allows consumers to interact directly with Tata Power representatives who facilitate the process and strive to deliver a seamless and delightful experience.
In July 2018, Tata Power Mumbai Distribution launched India's first-ever All-Women Customer Relations Centre, setting a milestone in the power industry. This initiative provides a platform for women employees to demonstrate their capability in independently managing and operating a full-scale Customer Relations Centre. It also serves as a valuable training ground, fostering the development of new skills, expertise, and leadership. From customer service and cashier roles to housekeeping and security, every function at the CRC is exclusively handled by women and 40% of Customer Relation Centres in Mumbai are All Women.
India’s first fully Divyang (specially abled) managed Customer Relations Centre was inaugurated in Mumbai on February 21, 2023, marking a pioneering step among Indian power utilities. This initiative reflects Tata Power’s commitment to fostering a diverse and inclusive workforce by empowering persons with disabilities (PwDs) with equitable access to mainstream employment opportunities. Through this effort, Tata Power continues to strengthen its dedication to workplace inclusivity.
For the first time in Indian power utilities, dedicated service desks for senior citizens and specially-abled consumers have been introduced. The inaugural senior citizen service desk was launched on May 22, with the initiative expanding to all Customer Relation Centres. Tata Power is committed to providing personalized assistance, priority services, and swift query resolution to its senior citizen & especially abled consumers.
Tata Power offers a range of Value Added Services to its consumers like:
Ujala - Bills in Braille: Dedicated to inclusivity and customer care, we offer a unique service, 'Ujala,' providing electricity bills in Braille for visually challenged consumers in Mumbai. This initiative empowers consumers by enabling them to understand the various components of their power supply bill. Additionally, the bill is available in both English and Marathi, ensuring accessibility for a diverse audience.
WhatsApp Bot: Tata Power Mumbai has introduced WhatsApp Bot services, replacing the previously manual WhatsApp-based support. Key features of the bot include duplicate bills, know your bill details, register complaint, reconnection request, quick bill payments, account statement and many more. Consumer needs to send a 'Hi' text to bot and can enjoy wide range of services.
It provides smart meter consumers with advanced data analytics through its KYEC (Know Your Electricity Consumption) service. This feature is under 'usage tab' and enables users to track and optimize their electricity usage, empowering them with greater control over their energy consumption.
1. Monthly consumption comparison with last year's usage and peers' consumption
2. Daily consumption with highest and average values
3. 15/30-minute interval consumption with highest and average values
4. Easy access to download Consumption Details by clicking on ‘Export to Excel’
Apart from smart meter consumers, for all consumers the Mobile App offers services like check bills, make payments, register power failures etc.
This is a user-friendly ready reckoner consolidates essential information about our services, making it easier for consumers to understand and access our digital offerings. The updated My Digi Guide provides a comprehensive overview of our digital payment methods and digital services, highlights our energy-efficient appliances program. This guide is promoted through social media platforms and is being shared via email to consumers for maximum visibility.
Tata Power organizes a variety of engaging activities for Key & Institutional consumers, including online quizzes that provide valuable insights into power systems and electrical safety, site visits, online technical training programs, and more. Participants from esteemed organizations have greatly benefited from these well-received initiatives. The visit offered a unique opportunity to connect with Tata Power’s rich legacy and explore its energy initiatives. These efforts have been widely appreciated by our consumers, reflecting our commitment to knowledge-sharing and continuous growth.
To assess Tata Power Mumbai consumers' perceptions of its services and engagement levels, an annual Customer Satisfaction Survey is conducted. This survey gathers feedback from all customer segments on key aspects such as electricity supply, billing, complaint resolution, tariffs, call centre support, and CRC. C-SAT Score is 95 in FY24 (Resi -88, Com -98 & Ind -98) while NPS Score is 88 overall (Resi-87. Ind -91 & Com -94). Respondents rate these services on a 10-point scale, where 10 signifies "Extremely Happy" and 1 represents "Extremely Unhappy".
TATA Power Mumbai secured the highest A+ grade in the 4th consecutive Consumer Service Rating of Discoms (CSRD), reaffirming our commitment to exceptional service and reliability.
At Tata Power Mumbai Distribution, we are dedicated to fostering a sustainable lifestyle by providing innovative, energy-efficient solutions for our consumers. Through eco-friendly initiatives, under Demand Side Management programs, we aim to minimize electricity consumption, maximize energy savings, and contribute to a greener future.
- Energy-Efficient Appliances at Discounted Price
Tata Power Mumbai Distribution offers a wide range of high-quality energy-efficient appliances, including 5-star split ACs, LED tube lights, Smart Sensor LED lights, BLDC ceiling fans, and 5-star refrigerators, all available at discounts of up to 50% on MRP. These appliances are designed to help consumers reduce energy consumption and lower costs, with the added convenience of doorstep delivery.
- Empowering Businesses with Energy Audits
To support industrial and commercial consumers in optimizing energy consumption, we conduct Detailed and Walkthrough Energy Audits through Bureau of Energy Efficiency (BEE)-accredited energy auditors. These audits provide precise, actionable recommendations to optimize energy consumption, reinforcing our commitment to sustainability in the commercial and industrial sectors.
- Demand Response Program: Engaging Consumers for a Greener Tomorrow
Our Demand Response Program encourages consumers to optimize electricity consumption during peak hours. We invite consumers to enrol and participate in Demand Response events for load curtailment during peak hours. Active participants receive incentives based on load curtailment. This initiative, which includes residential, commercial, and industrial consumers, showcases the collective effort in promoting responsible energy use.
- Advancing Clean Mobility with Tata DSM EV Charger Installation Program
As part of our clean mobility initiatives, we offer free installation of electric vehicle (EV) chargers at consumer premises at no cost to consumers. These energy-efficient chargers primarily operate during off-peak hours (12:00 AM – 6:00 AM), reducing grid strain and lowering charging costs. We provide 3.3 kW chargers for two-wheelers and 7.4 kW chargers for four-wheelers, ensuring accessible and sustainable charging solutions for all EV owners.
- Supporting Rooftop Solar under PM Surya Ghar Yojana
Under the PM Surya Ghar Yojana, we are enabling consumers to harness the power of solar energy through solar net metering. Applicants are benefiting from subsidies, directly deposited into their bank accounts. Many participants have significantly reduced their electricity bills, with some achieving zero electricity costs through Net Metering Benefits.
At Tata Power Mumbai Distribution, we remain committed to delivering sustainable and innovative energy solutions for a brighter, greener future. Join us in embracing energy efficiency and clean energy initiatives to make a lasting impact on the environment.
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