Complaint Escalation Matrix

Follow our electricity complaint escalation matrix if you are dissatisfied with the solution provided

  • Complaint Escalation Matrix

    We at Adani Electricity are committed to servicing all your requirements and meeting your expectations. In order to ensure that you, our esteemed customer, get only the best service from us is our utmost priority. We believe in providing you with an opportunity to get your billing and metering issues addressed at various levels in the organizational hierarchy.

    When to use this service?
    • If at any stage, you feel that our service levels are not up to your expectations, or you are not satisfied with the quality of the solution provided, our “Grievance Redressal matrix” would help address your queries.
    How to use the electricity complaint service?

    Write to various levels in the organizational hierarchy beginning from Level 1.

    1. Helpdesk

    Write to our Helpdesk at helpdesk.mumbaielectricity@adani.com

    Response time from Adani Electricity Mumbai Limited (AEML) - 3 working days

    2. Head - Customer Service

    If your issue remains unsolved to your satisfaction, please contact Head - Customer Service for a fair and speedy resolution. He can be reached at CSHead.Mumbaielectricity@adani.com

    Response time from Adani Electricity Mumbai Limited (AEML) - 5 working days

    3. Internal Grievance Redressal (IGR) for electricity complaints

    • You can approach your nearest Customer Care Centre [as mentioned on your energy bill].
    • A duly filled form, available at the respective CCC, should be filled and submitted.
    • A hearing is held with relevant authorities from Adani Electricity Mumbai Limited (AEML) to address the complaint and provide suitable resolution.
    • Alternatively, you may write to our Internal Grievance Redressal attaching the duly filled forms.
    • Email: IGR.MumbaiElectricity@adani.com

    4. Consumer Grievance Redressal Forum (CGRF) for electricity complaints

    If you are not satisfied with the resolution provided at the Internal Grievance Redressal Forum, you can approach higher body known as "Consumer Grievance Redressal Forum"

    The office of the forum is located at:

    Adani Electricity,
    1st Floor, Devidas Lane, Off. S.V. Road,
    Near Devidas Lane Telephone Exchange,
    Borivali (West), MUMBAI 400 103.
    Tel: +91 - 22 - 50745004
    Email: Consumerforum.Mumbaielectricity@adani.com
    Website :adanielectricity.com/cgrf
    Office Hours: 10.30 a.m. to 4.30 p.m.

    5. Electricity Ombudsman

    In case your grievance is not redressed to your satisfaction by the first two forums, you may make a representation for redressal of your grievance to the Electricity Ombudsman within 2 months from the date of the order of the Forum.

    The representation is to be made in the Form specified and set out in Schedule B attached.

    The address of the Ombudsman is as follows:

    606, 'KESHAVA', Bandra Kurla Complex
    Bandra East, Mumbai - 400 051
    Tel /Telefax: +91 22 2659 2965

    Forms for - IGR / CGRF / Electricity Ombudsman

    Grievance Officer

    In accordance with Information Technology Act 2000 and rules made thereunder, the name and contact details of the Grievance Officer are provided below:

    Adani Electricity Mumbai Limited
    Devidas Lane, Off SVP Road,
    Near Devidas Lane, Telephone Exchange,
    Borivali (W), Mumbai – 400103
    Maharashtra, India.
    Phone: +91 - 22 - 50549999
    Email:grievance.officer@adani.com
    Time: Mon to Sat (10:00 a.m. to 5:00 p.m.)
    You can also contact our Corporate Office located at:
    Adani Electricity,
    Devidas Lane, Off SVP Road,
    Near Devidas Lane, Telephone Exchange,
    Borivali (W), Mumbai - 400103
  • CGRF

    For Grievances for unresolved / unsatisfied resolution / unredressed within resolution period / closure without consent , be addressed and escalated to Consumer Grievance Redressal Forum (CGRF) with duly filling and signed SCHEDULED A FORM (available on portal)

    The office of the Consumer Grievance Redressal Forum
    Adani Electricity Mumbai Limited,
    Devidas Lane, Off. S.V. Road,
    Near Devidas Lane Telephone Exchange,
    Borivali (West), MUMBAI 400 103.
    Tel: 91 - 22 – 50745004
    Email: consumerforum.mumbaielectricity@adani.com
    Website: adanielectricity.com/cgrf (Schedule A form may be downloaded from this portal also)

    For Complaint registration of ICRS/CGRF & Complaint Handling Procedure: https://www.adanielectricity.com/MyAccount

    Office Hours: 10.30 a.m. to 4.00 p.m.

    (Holiday on : 2nd and 4th Saturday and all Sundays and other specific Bank Holidays)

  • Bill & Meter Related

    You can register the following electricity bill or meter related complaints:

    High Consumption - If large and erratic variations are observed in your consumption.

    Stopped Meter - If the meter is not recording consumption despite usage of energy (i.e. stopped).

    Correction in Name & Address - You can request for correction in name and address along with necessary supporting documents.

    Request for Disconnection of Electricity Supply - Customers can request for disconnection of their electric supply (only after clearing all the dues pending on their meter) if their premises are going to remain vacant for a substantial time.

    Refund of Security Deposit - After disconnection of supply on request, customers can request for a refund of the security deposit paid by them. However, customers must clear all their dues up to the date of meter disconnection. The request for refund should be accompanied with the original receipt of Security deposit for which refund is to be claimed.

    Other electricity bill related complaints

    Details needed for registering complaints
    • Customer account number mentioned in your bill
    • Telephone No.(s)
    How can I register my complaints?

    For billing complaints, you can also reach us through

    • Our IVR telephone number (Multilingual).
    • Through letter addressed to Division head (Business) of the respective division.
    • Through personal visit to respective Divisional Customer Care Centre.
    Division Zone Office Address
    • Vandre
    • Bandra
    • Adani Electricity Mumbai Ltd, Oracle Point, Near Lijjat Papad Building, Opp Bandra railway station, Bandra (W), Mumbai - 400 050
    • Andheri
    • Andheri
    • Adani Electricity Mumbai Ltd, E-4(ii), MIDC Area, Marol, Near MIDC Police Station, Andheri (E), Mumbai - 400093
    • Malad
    • Dindoshi
    • Adani Electricity Mumbai Ltd, Dindoshi office, Western Express Highway, opp Patel Aluminium, Malad (E). Mumbai - 400097
    • Borivali
    • Kandivali
    • Adani Electricity Mumbai Ltd, Shankar Lane & S.V. Road junction, Kandivali (W), Mumbai - 400067
    • Mira Bhaindar
    • Bhaindar(W)
    • Adani Electricity Mumbai Ltd, M. B. Trade Centre, Mira Bhaindar Rd, (Near Railway Crossing), Bhaindar (E), Thane - 401105
    • Powai
    • Saki
    • Adani Electricity Mumbai Ltd, Andheri Kurla Rd, Sakinaka Junction, Andheri (E), Mumbai - 400072
    • Chembur
    • Tilaknagar
    • Adani Electricity Mumbai Ltd, Near Sahakar Cinema, Tilak Nagar Road no.3, Chembur, Mumbai - 400089

    You can also contact our Corporate Office located at:

    Adani Electricity,
    Devidas Lane, Off SVP Road,
    Near Devidas Lane, Telephone Exchange,
    Borivali (W), Mumbai - 400103
  • Electricity Supply Related

    For any of the supply related complaints regarding any one or all of the following issues:

    • No supply
    • Telephone No.(s)
    • Electric Shock
    • Fire due to short circuit
    • Fuse blown
    • Voltage fluctuations
    • Other supply related concerns

    Kindly call our toll-free no. 19122.

    You can also contact our Corporate Office located at:

    Adani Electricity,
    Devidas Lane, Off SVP Road,
    Near Devidas Lane, Telephone Exchange,
    Borivali (W), Mumbai - 400103
  • Track your complaints

    We are thankful to you for registering your complaints with us. It would provide us with an opportunity to improve our service delivery to meet your satisfaction level.

    If you are interested in knowing the status of your complaint, please click here  to reach your complaint tracker.

    • You can also contact our Corporate Office located at:
    Adani Electricity,
    Devidas Lane, Off SVP Road,
    Near Devidas Lane, Telephone Exchange,
    Borivali (W), Mumbai - 400103