Customer Empowerment & Satisfaction

Tata Power-DDL, in its two decades of journey, has continuously worked towards empowerment of customers using technology and many digital platforms like Mobile App, Website, chatbots, Smart Meter Portal, WhatsApp services Webchat. The company is also planning to introduce the concept of ‘Virtual Connect’ by providing direct online access to the customers from the comfort of their homes. This will also help in faster resolution, leading to the increase in overall customer satisfaction.

Encourage Customers Participation in Demand Response Program

Tata Power-DDL has also been working consistently in promoting Demand Side Management to bring about responsible electricity consumption among customers. Tata Power-DDL's innovative approach to Demand Response (DR) has been a significant achievement in this direction for balancing electricity demand and supply during peak hours. The implementation of Behavioural Demand Response (BDR) program stands as a testament to ourthe company’s commitment to sustainability, technology adoption and operational excellence.

The journey began with a pilot program in FY22, targeting 2,000 residential customers to gauge acceptability and adaptability. Encouraged by the positive feedback and outcomes, the program expanded rapidly. In FY23, it encompassed 26,400 participants, including residential, commercial, and industrial customers. By FY24, the program witnessed exceptional growth, engaging over 1,00,000 participants. Widespread engagement events and interactions have been done to enrol huge base of customers under the “Urja Arpan” banner. Prior to every program, customers have been informed through calls, messages and notifications.

Through meticulously planned demand response events, substantial load sheds have been achieved, demonstrating the utility’s capability to manage peak demand efficiently. The cumulative load sheds were 7.69 MW in FY22, escalating to 85.05 MW in FY23, and an impressive 560 MW in FY24. These achievements underline Tata Power-DDL's leadership in implementing effective demand response strategies for a sustainable energy future.

Urja Arpan

“Urja Arpan”, an initiative of Tata Power-DDL aims to encourage responsible and optimal electricity consumption through use of energy efficient products and services among individuals and organizations and persuade citizens for practicing sustainable lifestyle for greener tomorrow.

"Urja Arpan" initiative has been designed to reduce the detrimental effects on climate caused by an increase in energy usage by practicing a behavioural shift toward energy efficiency by engaging youth and climate conscious citizens in a movement aiming to save the job of 10 Million Matured trees, which takes 1 year to convert 2,60,000 Tons of Co2 to O2. This can be accomplished by saving 300MUs of energy over the course of two years. For motivating participation and bringing behavioural shift, multiple stake holders like, youth - School and college students, residential and industrial associations along with NGOs and institutions working under sustainability space are being engaged as Green warriors, Sustainability warriors, Climate Conscious Citizens and collaborators (The Energy and Resources Institute (TERI), Bureau of Energy Efficiency (BEE), institutions like IIT Delhi, FMS – Delhi, SRCC, IHM, experts from D2O, SAREP, GGGI, Florence Regulatory School, CEEW, AEEE, Centre for Policy Research, European Union to India etc.). The institutions and welfare associations will be recognized under Gold, Diamond and Platinum category based on their contribution. For more information please visit: www.urjaarpan.com/

Customer Satisfaction Survey

In order to understand the perception of customers about its current services and their engagement levels, a Customer Satisfaction Survey is conducted annually. This survey evaluates the perceptions of all segments of customers in areas like Quality and Reliability of electricity supply; No Power Supply (NPS) Restoration Process; New Connection& Load enhancement Process; Quality of Metering, Billing Payment process. Customers’ views on quality of request & Complaint Management and Communication/ Relationship building initiatives are also taken. The respondents are asked to rate the services on a 5-point scale with, 5 being Extremely Happy, and 1 being Extremely Unhappy.

The trend of customer satisfaction is shown in the graph below.

In order to help customers carry out their transactions with the company, the following channels have been provided

• Physical Platforms - 13 State-of-art Customer Care Centre, Call Centre
• Digital Platforms – Website, My Tata Power App, Webchat with “Roshni”, SMS, Whatsapp, payment wallets, tabs at Customer Care Centres, email & social media channels
• For High End Customers, in addition to these channels, Key Account Managers act as direct interface between the customer and the company

To further improve the quality of our processes, the company has introduced the concept of ‘Robotic Process Automation’ (RPA) in its key processes- Elimination of reading and billing related complaints, payment verification, Attribute change (name/ load/ category), and new connection process.

Since 2018, about 4.44 lakh (0.44 Million) smart meters have been installed till May 2024. Smart Metered customers can monitor and control their electricity consumption using the smart meter portal on the website or My Tata Power App. Parameters monitored under this are availability of consumption history, daily reads and time of use data. Through initiatives like the TEJAS-customer awareness program, usage of the smart meter application has increased from 2.7 lakh (0.27 Million) hits in FY21 to 8.12 lakh (0.81 Million) hits in FY24.

Apart from smart meter customers, all customers can track their previous monthly consumption records on the My Tata Power App and website. In order to provide instant access, the following provisions have also been made:

• Online application for New Connection Security Refund, Metering, Reading & Billing, Name and Address Correction through Website and My Tata Power App
• Registration of No Power Supply complaints through Missed call and Whatsapp
• Live Help / Chat option on Mobile App
• Self-meter reading along with the photograph option
• Tutorial Videos on various digital facilities made available on YouTube Channel and website called “Customer Education Series”