Bringing a billion
dreams to life
What matters to our customers
Material topics
M1Climate change
M3Customer engagement
M7Corporate governance
M8Future readiness and
business-continuity
Capital linkage
IIntellectual
SSocial and Relationship
SBOs
S1
S4
UNSDGs
We go beyond reliable power supply to give customers greater control and convenience. Through rooftop solar, EV charging, smart metering, automation, and resilient distribution networks, we make clean and green energy more reliable and accessible. Backed by digital platforms that provide real-time usage data and responsive service, we help customers better manage their energy consumption.
Metrics at a glance
Distribution consumer base
0.8 millionMumbai
2.2 millionDelhi
9.9 millionOdisha
0.2 millionAjmer
Rooftop & EV chargers installed
3,70,000+Total solar rooftops
installed
2,00,000+Total EV home chargers
installed
Engaging with customers
How we engage
- Customer satisfaction surveys
- Formal and informal feedback
Stakeholder recommendations
- Timely and high-quality completion of projects
- Quality and reliability of power supply
- Improved notifications of disruption, failures, or maintenance for customer transparency
- Integrated, smart and convenient power management solutions
- Digitalised services with real time status tracking
Frequency of interaction
- Daily
- Weekly
- Monthly
- Quarterly
- Annually
- Need-based
Response to the stakeholders
- Timely and high-quality completion of renewable projects
- Improvement of operational efficiency
- Reduction in forced outages
- Cost-effective energy solutions
- Regular safety awareness campaigns for customers
- Introduction of digitally-enabled solutions such as smart meters
- Beyond metering solutions: DSM offerings, demand response programmes, power optimisation options
- Digital touch points – Website, Mobile App, SMS & WhatsApp Chat bot
- Customer Relationship Centres/Customer Care Centres/Fuse Call Points/Bill Collection Centres
- Doorstep services – Milan camps, RWA meets, Key consumer connect
Empowering customers in the energy transition
Quantifying
Carbon Savings
from demand side management (DSM) and new energy solutions to help customers make informed, low-carbon choices.
Supplying
Green Power
to actively support customers' clean energy transitions.
Advancing
Digitalising
customer processes through paperless billing and AI chat support for a seamless, sustainable experience.
Customer-centricity
Focus area
- Following a customer-first approach anchored in the 3D customer strategy and upholding the Tata Group's principles and the Corporate Customer Service Policy
- Fulfilling our 'Customer Promise' by delivering consistent, high-quality service through digital platforms, personalised engagement and responsive operations
Our 3D approach
Develop
—
Deliver
—
Delight
Initiatives and progress during FY26
- Simplified service journeys and process excellence initiatives such as Naam Badlaav Pakhwada, enabling quick, transparent, and fully assisted change-of-name processing across Customer Relations Centres, with over 3,000 applications successfully completed
- Accelerated digital adoption and engagement through initiatives like Go Digi Get Lucky Rewards Programme, driving e-bill and digital payment uptake via incentive-based participation and customer rewards
- Strengthened omnichannel digital support ecosystem, including WhatsApp-based customer platform, chatbot and email bot capabilities, enabling 24x7 access to 20+ services with high resolution efficiency
- Enhanced inclusivity and accessibility in service delivery through All Women Customer Relations Centres across Mumbai, Delhi, and Odisha, and dedicated Varishtha Nagrik Samman Seva senior citizen desks for priority and assisted services
- Deepened customer engagement through on-ground outreach programmes such as MILAN Customer Connect Camps, enabling face-to-face grievance resolution, awareness building, and digital literacy, reaching over 13,000 customers and 6,500+ consumers for digital training
- Expanded rural and community outreach through initiatives such as Gaon Chalo camps, delivering new connections, grievance redressal, and digital adoption support to underserved consumers
- Introduced advanced AI-enabled service capabilities, including automated email response systems, intelligent request classification, and contextual drafting to improve speed, consistency, and resolution efficiency
- Improved customer communication and awareness platforms, including Customer Talk newsletter and dedicated social media channels, strengthening transparency, engagement, and real-time updates
- Launched value-added customer reward and benefit programmes, in collaboration with Tata Group companies, offering exclusive consumer benefits beyond core electricity services
- Advanced sustainability and energy awareness initiatives, including rooftop solar promotion under PM Surya Ghar Muft Bijli Yojana, solar calculators, and educational outreach to encourage clean energy adoption
- Piloted next-generation energy solutions, including peer-to-peer energy trading enabling prosumers to participate in open market electricity exchange
- Implemented AI-driven energy insights and demand-side programmes, including energy disaggregation tools and UPI-based instant reward demand response initiatives linked to real meter data
- Enhanced safety and technical capability building, including 4D VR safety training for HT consumers, TPSDI technical training for customer technicians (450+ trained), and hydro plant visits to strengthen sustainability awareness
- Expanded experiential and community-led engagement, including Customer Experience Centres for improved service accessibility and Nukkad Natak during Ganesh Utsav to promote safety and energy conservation awareness
85%
Communication through digital portals
Enhancing customer experience
Focus area
Service reliability
- Strengthening network performance through system-driven preventive maintenance and advanced monitoring
- Enhancing operational efficiency using automation, smart technologies and real-time control systems
Engagement touchpoints
- Expanding physical and digital platforms to enable seamless, inclusive customer interactions
- Deepening engagement through targeted programmes across diverse customer segments
Feedback and satisfaction
- Embedding structured feedback mechanisms to continuously improve service delivery
Data privacy
- Ensuring secure and responsible management of customer data across digital systems
Health, safety and security
- Prioritising safety through advanced infrastructure, monitoring tools and training initiatives
Initiatives and progress during FY26
Service reliability
- Implemented system-based preventive maintenance schedules with digital tracking for lines and equipment
- Strengthened network operations through AR/VR-enabled inspections, centralised protection monitoring and SCADA-based controls
- Enabled real-time monitoring of substations and critical assets using sensors, dashboards, and thermal scanning
- Deployed technologies such as RMU automation, automated voltage control and advanced cable diagnostics
- Integrated drone and AI-based feeder monitoring and commissioned a Power Distribution Technology Centre
- Advanced operational excellence through smart meter analytics, OCR-based meter readings and digital field force applications
- Piloted space-efficient infrastructure, including underground and vertical substations
Engagement touchpoints
- Strengthened omni-channel engagement beyond traditional platforms through apps such as My Tata App and Mitra app and access via WhatsApp, mobile apps, IVR, web portals, and missed call services
- Expanded outreach through programmes including GenNext, Women Meets, Athithi Vishesh and Samman initiatives
- Conducted large-scale awareness drives such as Urja Arpan Carnival, reaching over 40,000 customers
- Enhanced inclusivity through dedicated services for senior citizens, specially abled customers and visually impaired users
- Introduced the Anubhav Portal to capture the voice of the customer and expanded paperless customer service centres
- Drove customer connect through community engagements across schools, residential associations and public forums
- Established a 24×7 Integrated Call Centre for centralised grievance redressal
- Strengthened 13+ physical touchpoints including Consumer Care Centres, Fuse Call Centres and Anubhav Kendras
- Improved walk-in experience through digital queue systems and self-service kiosks
- Enabled automated communication from complaint registration to closure
- Established all-women customer care centres to promote inclusive engagement
Feedback and satisfaction
- Strengthened structured consumer feedback and grievance tracking mechanisms
- Enabled end-to-end visibility of complaint lifecycle through automated systems
Data privacy
- Reinforced secure digital systems to safeguard customer data and ensure reliable service delivery
Health, safety and security
- Deployed fire-retardant infrastructure, touchproof systems and safety practice yards
- Leveraged drones and AI-based solutions to enhance safety monitoring and operational excellence
- Improved safety preparedness through hands-on training tools and structured safety initiatives
- Strengthened safety governance through permit-to-work systems and authorisation protocols
- Deployed Suraksha Kavach 3.0 with OTP-based control, AI/ML validation and geofencing features
- Enhanced field-level safety, monitoring and operational accountability
CSAT score
97.0%
Mumbai
90.7%
Ajmer
99.8%
Delhi
Empowering customers
Focus area
EV Charging
- Expanding an accessible charging ecosystem to support EV adoption
- Enhancing user experience through integrated digital platforms and support
- Enabling low-carbon mobility through green energy integration
Home Automation
- Delivering smart, connected solutions for efficient and secure living
- Expanding IoT-led ecosystems, prioritising tailored innovations for architects, builders and homeowners
Utility of the Future
- Building a clean, digital and integrated energy ecosystem
- Enabling real-time insights, efficient networks and smarter consumption
- Supporting decarbonisation through scalable green solutions
ESCO
- Delivering Energy-as-a-Service to large industrial and commercial clients for efficient, low-carbon operations
- Empowering clients to manage their energy requirements via AI-ML driven real time analytics
Initiatives and progress during FY26
EV Charging
- Expanded charging network across public, fleet and residential segments, including highway fast-charging corridors
- Operationalised 400+ public, semi-public and fleet charging points and ~65,000 EV home chargers, across 100+ cities and towns
- Deployed 160+ fast-charging points across 24+ highway stretch to support long-distance EV travel
- Strengthened digital ecosystem with app-based features, real-time feedback and 24x7 customer support channels
- Our initiatives have helped reduce 15,47,088 tonnes of CO2 emissions. EV business is already powering 1,000+ charge points in Mumbai with green energy, reinforcing our commitment to sustainability
Home Automation
- Expanded IoT portfolio with new smart devices, including the launch of retrofit Curtain Controller SW10 and Portable Smart IR Blaster and launched a new range of non-IoT switches and switch plates
- Deepened channel presence through onboarding and retaining partners across Tier 1, Tier 2 and emerging cities with the '100-Cities Expansion Programme' initiative
- Strengthened home EV charging portfolio through new-generation AC chargers and OEM partnerships, including a ToR with Montra Electric for the monthly supply of 600 units of 3.3 kW AC charging boxes
- Launched a real-time service request tracking system for installations and complaints in Tata Power EZ Home microsite
- Implemented automated warranty certificate generation system to streamline processes, improve transparency and ensure hassle-free service for customers
- Complied with all regulatory certifications across products and solutions
- Recognised as the sole national winner by the Ministry of Power in Home Automation category at the AI/ML National Conference for AI/ML-driven innovation to integrate smart meter and home automation to manage appliance usage based on smart meter insights
- Achieved revenue of ₹8.6 crore with a growth of 23% and billed 49,378 units
New innovations and collaborations
- Received a third patent (Grant No: 576089), 'A Device for Energy Usage Analytics and a Method Thereof', enhancing our advanced analytics capabilities and IP portfolio
- Filed 5th patent application on 'A System and a Method for Centralised Energy Management through Unified Application'
- Scaling EV home charging portfolio with the 7.4 kW-AC charger, which is equipped with OCPP-enabled and RFID-based variants to support diverse EV user needs
- Launched a Unified Smart app by integrating smart meters and appliances, offering real-time monitoring, load prediction, threshold alerts and intelligent energy optimisation
- Unified Smart app enabled seamless appliance control for Voltas, Godrej and Crompton products, while also offering enhanced security features, including integrated Video Door Phone functionality
- Deployed next-generation AI-led platforms for appliance detection, load prediction, anomaly identification and personalised energy recommendations
- Developing a smart lighting platform for institutional customers with centralised control, automation and occupancy-based optimisation
- Partnered with Zoho IoT to co-develop a Smart Energy Management System (SEMS) for distributed energy assets like rooftop solar and more
- Collaborated with J-PAL India to implement Automated Demand Response programmes, covering 3,500 residential users for load optimisation
- Implemented the DCOOL programme, converting conventional air conditioners into smart ACs using IR chipsets and optimising temperature set points for 1,000 customers
Utility of the Future
- Deployed 50+ lakh smart meters (till FY26), enabling real-time energy monitoring and efficiency
- Integrated smart metering with billing, CRM, SCADA, ADMS and GIS systems for seamless operations
- Enabled improved consumption visibility, billing accuracy and asset performance through digital systems
- Supplied 535 MUs of green energy to 50K+ consumers, advancing RE100 and Net Zero goals
ESCO
- Delivered Energy-as-a-Service (EaaS) solutions enabling low upfront investment and improved operational efficiency through Monitoring & Save, Renewable Asset Monitoring, Energy Trading, and Power Portfolio Management
- Co-developed a digital EaaS platform in collaboration with Tata Consultancy Services to enhance energy monitoring, optimisation, and performance visibility
- Expanded into Cooling-as-a-Service (CaaS) through a strategic partnership, enabling clients to optimise Scope 1 & 2 emissions, improve operational efficiency, unlock capital expenditure, and reduce carbon footprint
- Delivered 20+ energy services projects across key cities for commercial and industrial clients, while building a strong qualified pipeline
- Strengthened integration of demand- and supply-side efficiency through scalable, service-led business models
Leading the charge for change
Focus area
Rooftop Solar
- Accelerating clean energy adoption through reliable, cost-effective rooftop and solar solutions
- Enabling energy savings and sustainability across residential, commercial and industrial segments
Microgrids
- Delivering clean, affordable, reliable and quality energy access to underserved/unserved rural communities
- Reducing diesel utilisation of rural entrepreneurs while supporting low-carbon development
- Enabling rural livelihoods through energy access and sustainable enterprise support with a focus on women entrepreneur
- Providing integrated renewable energy-based solution for rural India using solar, wind and biogas along with energy efficient electrical & thermal appliances enabled through rural entrepreneur
- Executing solar microgrid solutions for the remote establishments of India's one of the Central Armed Police Forces (CAPF) i.e. Primary Border Guarding Forces under the CSR funded project
Initiatives and progress during FY26
Rooftop Solar
- Installed 1.7 GWp of rooftop solar capacity nationwide
- Installed 2,20,000+ solar rooftops during the year
- Sustained leadership position as the No. 1 rooftop solar player for eleven consecutive years
Microgrid
- Deployed microgrids in ~200 villages covering 11 districts, with an installed capacity of ~6 MW
- Enabled access to energy-efficient, income-generating assets for ~400 rural consumers
- Achieved 100% digital payments by volume and 98% by value, strengthening financial inclusion; implemented automated microgrid land lease payments for landowners
24,000+
Rural microgrid customer base
Customer-centric approach to climate action
Focus area
Rooftop Solar Demand Side Management (DSM) and energy-efficiency programmes
- Driving efficient energy consumption and reduced environmental impact through targeted DSM initiatives
- Enabling smart meter-based participation in load management and demand response programmes
- Awareness-driven engagement through outreach initiatives
Towards 100% paperless processes
- Enhancing customer experience through digitised interactions, paperless billing and digital payments
- Promoting sustainability through reduced paper usage and the increased adoption of e-billing platforms
Research and development
- Advancing next-generation technologies in EV charging, load forecasting and grid optimisation
- Driving innovation in smart energy systems, storage and digital infrastructure
Initiatives and progress during FY26
Rooftop Solar Demand Side Management (DSM) and energy-efficiency programmes
- Delivered 3,877 energy-efficient appliances, achieving energy savings of 2,997 MWh and reducing ~2,697 tCO2e emissions
- Conducted detailed energy audits for industrial and commercial consumers, including 5 large customers, recommending annual savings of 1,394 MWh and ~1,254 tCO2e emission reduction
- Expanded DSM awareness under targeted campaigns, reaching 3,28,000+ customers
- Demand flexibility is achieved for 38.7 MW where demand increment of 20.6 MW of Load Increment during Solar Hours and demand curtailment achieved a total load curtailment of 18.1 MW
- 100+ EV chargers (3.3 kW chargers for two-wheelers and 7.4 kW chargers for four-wheelers) installed under the DSM programme
- Launched energy-efficiency initiatives in collaboration with strategic partners to promote sustainable consumption
- Promoted awareness on renewable and efficient consumption through community outreach platforms such as Gaon Chalo, Maitri, Suraksha Rath, PM Surya Raths and community-level initiatives including Nukkad Nataks
Research and Development
- Advanced wireless EV charging (11 kW) achieving over 90% DC-DC efficiency with tolerance to misalignment; patent under evaluation
- Developed EV load forecasting tool with algorithms for real-time grid balancing and optimal charger placement, currently integrated and under refinement
- Piloted smart bus charging solutions to reduce power consumption and harmonic losses at depots, with plans to scale post-validation
Patents granted
Transmission, Mumbai Distribution and Home Automation
Patent number: 571074
Automated identification of a cable within live power networks
Patent number: 576089
Energy usage analytics
Patent number: 579411
Digital tagging system
Patents filed
- DiNOM – integrated power supply control centre: India's first state-wide integrated power supply control centre, serving as a backup for multiple utilities and acting as a central emergency control centre during disasters, while enabling workforce optimisation through digital accountability
- Low-Cost Cyclone-Resilient Pole (Rebar Lacing Pole): A cost-effective pole design capable of withstanding cyclonic winds up to 300 kmph, with span lengths of 60–80 metres, featuring a box-frame structure that reduces fabrication complexity, lowers cost, and enhances resilience and reliability
- HT Line Voltage Regulator Transformer (7 kV to 11 kV): A specially designed auto-transformer that maintains stable output under variable input conditions, using a single winding star configuration to reduce copper usage and cost, while ensuring effective fault detection; a 500 kVA unit boosts voltage from 7 kV to 11 kV
- Self-locking spring-controlled discharge clamp: A safety-focused solution designed to ensure secure and reliable discharge handling during operations
- Integrated safety harness with voltage-detecting helmet: A combined safety system that integrates fall protection with real-time voltage detection to enhance personnel safety
- Drone-based electronic meter reading system: A solution using drones to capture meter readings, improving efficiency, accessibility, and data accuracy
- Press-fit fuse for power sector applications: An innovation designed to simplify installation while improving reliability in electrical systems
- PSC pole support system for distribution lines: A structural solution that enhances the strength and stability of power distribution infrastructure
- Full-body harness with integrated voltage sensor: Developed with OEM partners, this system improves safety for personnel during climbing and O&M activities
- Renovated Digital Substation (RDS): A digital system for monitoring electrical substations, enabling improved visibility, control, and operational efficiency