FAQs

You are always welcome to any of our customer centers for any query

  • What are the factors on which security deposit depend ?
    Security deposit depends on last 12 months average bill amount.
  • When do tariff rates change?
    Usually tariffs are revised every year and is communicated well in time.
  • I have not yet received this month’s bill. What should I do?
    Bills are prepared and dispatched each month on a specific date. However, in case of non-receipt of your bill, you can:
  • How does your billing system work?
    After the meter is connected, a Customer Account Number is allotted based on the location and a nearby Customer Care center. This determines your Cycle Number and Book Number.
    Based on Cycle Number, readings are taken by our Meter Reader every month, The readings are entered into out billing system that calculates the bill amount. Bills are then printed and dispatched to your billing address.
  • What is a supplementary bill?
    It is an additional bill to the normal bill, which is issued only when a meter is changed. If the new meter shows average consumption more than 20% compared to old meter, a supplementary bill is raised based on the average consumption.
  • I have a billing complaint. What should I do?
    Do not worry. Reach out to us and we'll help you. You can use one of our easy options to register your billing complaint.
    • Elektra, your digital assistant is available on our website to chat. Just click on it, select Complaint Registration, and follow a few simple steps to raise your billing concern.
    • Please write to our Email Helpdesk at helpdesk.mumbaielectricity@adani.com
    • You can reach us at our 24*7 toll-free no. 19122 anytime.
    • Visit your nearest Customer Care Centre.
  • What should I observe before registering any billing complaint with Adani Electricity?
    You can study your consumption last 12 months to understand the seasonality impact. In case you still want to clarify any doubt, please feel free to call us on our 24 hr toll free no. 19122 anytime. You can also visit your nearest Customer Care Centre, or send an e-mail to helpdesk.mumbaielectricity@adani.com.
  • I am receiving high amount bills. Why?

    Change in Tariff - Tariff rates are generally revised annually.

    Seasonal Variations - An unusual cold or warm weather can significantly alter your electricity use.

    New electric appliances usage - If you have recently installed a new major electric appliance - such as air conditioner, refrigerator, washing machine or computer - your usage of electricity may increase.

    Defective Electrical appliances - Defective appliances such as air conditioner, refrigerator, washing machine and geyser need to be repaired immediately as they consume more energy than normal.

    More people in the house - More people in the house leads to more energy consumption and so a higher bill amount.

    Changes in Lifestyle - The lifestyle is influenced by different work shifts, a new baby, illness, retirement, etc. These in turn affect various factors such as the amount of time spent at home, the number of times the door is opened/closed, the setting on the thermostat, time spent in watching TV, lights used, and number of showers, etc. All these result into higher amount of electricity consumption.

  • Why do two bills of the same Customer show a lot of difference in the billed amount? Does Adani Electricity revise bills in case of errors?
    Adani Electricity bills are based on meter readings which reflect actual consumption of power. There may be differences in two bills due to Change in Tariff, seasonal variations, New electric appliances usage, More people in the house, Changes in Life style etc. In case of billing errors, corrections are made in the bills and communicated to the customer.
  • Why does a bill say "Meters could not be read; Reading Developed"?
      It appears on your bill when the meter cabin or the premises was locked and it was not possible to read the meter. In this case, the customer gets a bill based on last three month's bill. When the actual meter reading is taken, adjustments are made in the subsequent bill.
  • What is FAC or Fuel Adjustment Charge? And how is it calculated?
    It reflects the adjustments due to changes in cost of power generation and power procured as compared to costs approved in MERC Tariff Order.
  • How do I calculate my monthly energy consumption?
    We have provided an energy calculator (called as bill budgeter) on our website Adani Electricity within the "My Account" feature. You can enter your average daily usage of the listed appliances and the calculator will give you the monthly consumption in units.
  • Where all can I pay my electricity bill ?

    You can pay your electricity bill through offline payment modes such as:

    Also, if you want to enjoy convenience and rewards at the same time then you can opt for the following online payment options:

  • Can I make cash payment?

    Cash payments up to Rs. 5,000/- can be made. Cheques are accepted at all our bill collection centres. (Provide a hyperlink of the "Bill Payment Centre locator)

    Authorized Collecting Banks accept both cash as well as cheque payments.

  • Can I make cheque payment?

    Yes! You would have to issue an account payee cheque,

    Payable to 'Adani Electricity Ltd'. Please do not forget to mention your Contract Account number with it for e.g. 'Adani Electricity Ltd'. A/C no. xxxxxxxxx.

  • How would I come to know about any tariff change?
    If a change in tariff takes place, you will be notified well in time through a formal communication.
  • What are the working hours of the Bill Payment Centers

    All our bill payment centres work from 8.00 a.m. to 7.00 p.m. on weekdays (Monday to Saturday),
    whereas collection centres are open up to 7.30 p.m.

    In addition, a single window is kept open on Sundays at our Divisional Offices ONLY.
  • How to get back the dishonoured cheque?

    Whenever a cheque gets dishonoured, intimation is sent to you by the Cash Department.

    Steps to collect the dishonoured cheque:

    Obtain a duplicate bill from Customer centre of the respective division.

    Make the payment at the bill payment centre for the outstanding amount.

    Carry the receipt to the cash department and collect the dishonoured cheque. Alternatively, you can call our 24-hr toll-free call center and place a request for sending the dishonoured cheque to your registered billing address

  • How to enroll for Electronic Clearing Service (ECS)?
    It is a very simple and easy to follow procedure:
    • Fill up a mandate form certified by the concerned bank giving details of your bank account.
    • Submit the duly filled at the nearest Customer Care Centre at the divisional offices or you may mail the form to the divisional office.
    • To know more please click here
  • Why do two bills of the same Customer show a lot of difference in the billed amount? Does Adani Electricity revise bills in case of errors?
    Adani Electricity bills are based on meter readings which reflect actual consumption of power. There may be differences in two bills due to Change in Tariff, seasonal variations, New electric appliances usage, More people in the house, Changes in Life style etc. In case of billing errors, corrections are made in the bills and communicated to the customer.
  • What is FAC?

    FAC is an acronym for Fuel Adjustment Charge. When there is variation in the actual fuel cost/ power purchase cost when compared with the cost approved by the Electricity Regulator, the variation is recovered through FAC mechanism. This levy of FAC is a standard process across Utilities not only in India but also globally and is applicable to all customer categories.

  • Who approves the Fuel Adjustment Charges?

    In Maharashtra, the levy of FAC is provided for by MERC (Maharashtra Electricity Regulatory Commission) in the Tariff Regulations that have been issued from time to time, in addition to various guidelines issued by MERC. This process is applicable to all Distribution Licensees (DL) in Maharashtra be it MSEDCL, TPC, AEML, BEST.

  • Why is the FAC levy required?

    As per MERC MYT Order issued in March 2020 for the period FY 20-21 to FY 24-25, each utility is required to create an FAC Fund wherein negative variation (lower power purchase vis-à-vis approved power purchase) is deposited in the Fund instead of being refunded back to the consumer. This negative variation ensured that no FAC levy was necessary, however the following factors impacted this negative variation fund:

    • Russia-Ukraine war, which impacted coal and natural gas supplies across the world
    • Extreme Heat Wave conditions, with India witnessing record breaking temperatures leading to steep rise in electricity demand.

    The above factors led to sharp rise in spot prices of power and the gains due to negative variation in FAC fund were also set off against this rise, leading to requirement of FAC levy.

  • What is the process of levying FAC?

    FAC can be levied up to 20% of tariff charges. Any unrecovered FAC above the same is carried forward for future periods. Further, MERC issued a letter in April 2022, stating that the FAC to be levied for a particular month will not be levied in one single month. The letter further stated that FAC accumulation will be done for a period of 3 months and levy will be allowed to be recovered by spreading over the next 3 months, thus permitting a smoothened recovery.

    As per MERC approval dated 01.07.2022- FAC is applicable from July to Nov 22.

    As per MERC approval dated 28.11.2022- FAC is applicable from Dec 22 to Mar 23.

  • What Steps has AEML taken to minimize the FAC being levied?

    AEML had proper coal linkages and was using domestic coal and not relying on imported coal. So, the increase in prices in the imported coal had no bearing on the power cost for AEML. Also, AEML had resorted to banking of power, which helped in curtailing the increased power purchase cost in the market. Adani Electricity has tied up for 700 MW hybrid renewable energy, this power will start flowing from August 2022.

  • What will be the impact of FAC on the bill amount?

    FAC is applicable to all consumer categories. To understand how it will be calculated in your monthly bill, please refer the below example

    Residential Single-Phase Customer
     
    Commercial Customer ( <20 kW)

    Consumption wise impact of FAC:

     
    Residential single-phase connection
    units Total amount w/o FAC Total Amount with FAC Increased amt % Increase

    An average household consumer having 200 units of monthly consumption will receive a 12% rise (amount to additional Rs.185)

     
    Commercial connection <20 kW
    units w/o FAC With FAC increased amt % Increase
  • Is FAC also chargeable to Green Power Customers?

    Yes, FAC is applicable to Green Power customers as well.

  • What is NACH ? What are it benefits?

    NACH stands for National Automated Clearing House and is a similar facility/platform as ECS only with a faster settlement time of just one day. The various facilities offered by NACH include standardization and digitization of mandates, overall simplification, reduction of operational cost, and minimization of activation time. Existing ECS mandates will now be moved to the NACH platform, in partnership with the participating banks.

  • What is the procedure to activate NACH service? / Procedure to change the bank account for NACH debit?

    For NACH Request :

    Customer has to submit his / her duly filled up and signed NACH form at Customer Care Centre along with (Copy of NACH is form is available on our Website)

    • Copy of cancelled cheque
    • Proof of last paid bill

    Note: Make sure the customer pay his/her last outstanding bill otherwise the request will not be processed.

  • What are the documents required while submitting the NACH form?

    Duly filled up and signed NACH form at Customer Care Center along with

    • Copy of cancelled cheque
    • Proof of last paid bill

    Note: The customer has to pay his/her last outstanding bill otherwise the request cannot be processed.

  • What about the customer whose ECS service is already active? Will it be discontinued?

    No, consumer's having active ECS service have been migrated to NACH, hence your bill payments will not be affected.

  • Is this migration of ECS to NACH applicable only to Adani Electricity consumers or is it applicable to all the other entities?

    This migration is applicable to all the entities.

  • How much time will Adani Electricity take to process the customer's NACH request?

    If the form has been correctly filled and the documents are in order, the NACH request will be processed within 30 working days from the date of request. It would be active from the next subsequent bill.

  • Does the Customer has to visit his/her bank for getting the NACH Mandate approved?

    No, unlike ECS, NACH does not require the customer to visit his/her individual bank to approve his/her ECS mandate. The NACH request is processed centrally by National Payment Corporation of India, NPCI.

  • How do I increase / decrease or change my NACH mandate amount?

    Customer can change the mandate amount by filling up another NACH form by selecting "Modify" option.

  • When will the bill amount start getting debited from my account?

    The NACH would be active from the subsequent bill. Hence your account will be billed from the subsequent bill.

  • Is the NACH service chargeable? / Are there any charges for activating this service ?

    No. The NACH service is free of cost.

  • What if my payment exceeds the mandate amount?

    You have the option to indicate the upper limit for your mandate. If in any month your electricity bill amount exceeds the mandate amount the bill amount will not be debited to your bank account. In such cases a message" Bill exceeds Mandate" will be printed on your bill and you will have to pay the bill in the normal manner at our collection centre /other payment modes.

  • What is the highest / lowest limit of NACH mandate amount?

    There is no upper / lower limit.

  • How do I discontinue my NACH mode of payment?

    Customer can withdraw from NACH mode of payment by giving an advance notice of 4 weeks to your Customer Care Centre to avoid return charges of INR 250.

  • What is the adequate value for the electricity tariff?
    Tariff must be sufficient to cover the costs for providing a reliable and quality energy supply and ensuring a financially viable power sector to attract necessary investments for the expansion of capacity.
  • "Tariff Determination Process involves participation of the General Public". This statement is 'True' or 'False'. If true, then at what stage participation takes place?
    True. Post submission of Petition by the Utility and Technical Validation, Public Notice is issued confirming the date of Public Hearing and comments are invited from Public. Replies need to be provided by the Utility within the time frame provided by MERC. The Public Hearing is then conducted.
  • What return does the Utility earn in the Regulated Electricity Business?

    Generation Business, Transmission Business and Distribution Wires Business is entitled to earn 15.5% return on the equity (RoE) at the beginning of the Year and 15.5% return on the 50% of the Equity added during the year.

    Retail Supply Business is entitled to earn 17.5% return on the Equity (RoE) at the beginning of the Year and 17.5% return on the 50% of the Equity added during the year.

  • "Multi Year Tariff" Principle involves submission of data for how many Years?
    4 Years, as per MERC (Multi Year Tariff) Regulations, 2015.
  • Whether an Order passed by the Regulatory Authority can be "Reviewed" or "Appealed" against? If yes, then to whom?

    Review can be made to MERC and appeal can be made to Appellate Tribunal for Electricity (ATE) and further to Supreme Court (SC).

  • What is the terminology used for reconciling the 'Forecasted' data submitted to the Regulatory Authority and the 'Actual' data submitted?
    Truing Up.
  • Does the Customer stand to gain from the efficient performance of the Utility and how?

    Yes. MERC MYT Regulations, 2015 speaks about the sharing methodology on account of Controllable Factors and Uncontrollable Factors.

    2/3rd of gains on account of Controllable Factors will be passed on to customers as rebate in Tariff and balance shall be retained by the Generating Company or Licensee.

    1/3rd of loss on account of Controllable Factors will be passed on to customers as additional charge in Tariff and balance shall be absorbed by the Generating Company or Licensee.

    Gains on account of Uncontrollable factors will be passed on to the customers entirely.

  • What are Controllable Factors and Uncontrollable Factors for electricity tariff?

    Controllable Factors - Operation & Maintenance expenses, Technical and commercial losses, Interest and Finance charges, and Performance parameters.

    Uncontrollable Factors - Sales, Power Purchase Cost, Change in Law, Force Majeure events, etc.

  • What is the Concept of FAC?
    FAC stands for Fuel Adjustment Cost. Any variation in the fuel cost when compared to the approved cost by MERC can be recovered through the mechanism of FAC.
  • How many Utilities are operating in Maharashtra as a "Distribution Licensee"?

    There are 4 utilities operating in Maharashtra as a "Distribution Licensee":
    (i) Adani Electricity
    (ii) Tata Power Company Limited (TPCL)
    (iii) Brihanmumbai Electric Supply and Transport Undertaking (BEST)
    (iv) Maharashtra State Electricity Distribution Company Limited (MSEDCL)

  • What are Regulatory Assets?
    Regulatory Assets are various costs incurred by the distribution licensee and duly approved by the Regulatory Commission, but deferred for recovery from consumers to avoid tariff shock to consumers.
  • Which are the areas where Adani Electricity supplies power in Mumbai?
    Adani Electricity distributes power in its licensed distribution area spread over 400 Sq. Kms. from Bandra to Bhayander in Western Suburbs, Chunabhatti to Vikroli & Mankhurd in Eastern Suburbs and Chenne & Versova areas of Mira Bhayander Municipal Corporation.
  • How many consumers does Adani Electricity serve in its distribution area?
    Adani Electricity serves more than 2.9 million consumers in its licensed distribution area.
  • Which are the different categories of consumers that the Adani Electricity serves?
    Adani Electricity strictly observes the Universal Service Obligations stipulated under the prevailing Statute and the licensed conditions and supplies power and serves to all the consumers irrespective of their categories and without discriminating among them.
  • Approximately how many consumers fall in residential categories?
    Adani Electricity serves around 2.1 million consumers in residential category. Adani Electricity is proud to be associated as a service provider with almost 1.0 million consumers who consume power within 100 units per month.
  • What Adani Electricity does to control power thefts in slum areas?
    Adani Electricity has a vigilance set up in place to curb power thefts. These squads undertake planned raids proactively as well as act on the basis of complaints received.
  • What action does Adani Electricity take on catching power thefts?
    Adani Electricity follows the laid down procedure in line with the provisions under the prevailing statute, i.e., Electricity Act 2003.
  • If a consumer wants to complaint about power theft in Adani Electricity area of supply, where he should do it?

    Anybody coming to know of a power theft can contact our 24 x 7 Power Helpline 19122 and inform. Please inform your Customer Account No. and Contact no. while informing it and do not forget to obtain complaint registration no. from the official attending to you on your call.

  • Will informing such incidence prove dangerous for an informer?
    Adani Electricity keeps the identity of informer completely confidential from his or her safety and security point of view and never disclose it.
  • Has the Company got a proper disconnection policy to deter consumers?
    Yes, the Company has appropriate disconnection policy in line with the Statutory and Regulatory provisions to deter customers who tend to default in payment.
  • What are the steps being taken to improve customer service?

    Adani Electricity has adopted the most advanced technology to improve the efficiency of its well laid distribution network and enhance the quality and reliability of power supply to end consumers.
    Similarly, Company has introduced a basket of numerous service levels, which are also advanced technology based, to save most precious time and money of consumers.

  • At what reliability index Adani Electricity supplies power to its consumers?
    The reliability index figure is 99.97% in FY14.
  • Why not the disparity in tariffs to various classes of consumers be removed?
    The consumer tariffs are set by the Regulator in such a manner that the economically weaker sections of the society are cross subsidized by charging higher tariff to industrial and commercial categories of consumers.
  • Why tariff levels of Adani Electricity compared to other utilities in Mumbai are high?
    The existing tariff levels of Adani Electricity are comparable to other utilities in Mumbai.
  • Where the consumers for any work related to Adani Electricity should contact?
    Consumers can contact any of our nearby customer care centres or call our 24 x 7 Power Helpline 19122 or log on to our website www.adanielectricity.com or write to us on helpdesk.mumbaielectricity@adani.com
  • What are the various bill payment options available for Adani Electricity consumers?
    Adani Electricity offers hassle free wide range of bill payment options for its consumers. In addition to our widely spread conventional payment option, i.e., bill collection centres, consumers can access the following payment options to settle their electricity bills timely.

    a. Electronic Clearing Services (ECS).
    b. Voluntary Deposits Schemes (VDS).
    c. Sky Pack Drop Boxes facilities available on almost all Railway Stations.
    d. Drop boxes facilities at Adani Electricity.
    e. Drop boxes facilities available at various societies, provided on customers' requests.
    f. Drop boxes facilities available at various Banks' ATM Centres.
    g. Online payment facilities.
    h. Payments through Adani Electricity website.
    i. Payments through SMS.
  • What is the truth about Energy Meters installed by Adani Electricity, as there has been lots going around about the same?
    Our energy meters confirm to BIS norms. This has been proved during the third party investigation undertaken by an expert agency, viz. IDEMI, duly appointed by the MERC for testing Adani Electricity meters.
  • What is a Way Leave Form?
    A Way Leave form is a No Objection Certificate (NOC). It is issued by an applicant/ Owner of the property permitting the installation of the Meter and any applicable excavation within the property for providing Electricity supply to the applicant.
  • What is a Way Leave A Form?
    A Way Leave A Form is a NO Objection Certificate (NOC) issued by the landlord of the property to provide access to excavation and laying of cables. Also, it provides rights to maintain these cables in future.
  • What is Indemnity Form?
    An Indemnity Form is a form that is required to be submitted by all applicants wherever laying of cables is required in order to provide an electricity connection. This protects Adani Electricity from all costs against any further disputes/Objection relating to excavation,re-instatement,shifting of cables, etc.
  • Who is an LEC?
    4 Years, as per MERC (Multi Year connff) Regulations, 2015 An LEC is a Licensed Electrical Contractor authorized by the Public Works Department. The LEC is responsible for issuing an Installation Test Report which certifies the wiring condition & connected load of the premises.
  • Are LEC's Employees of Adani Electricity?

    No. They are not Employees of Adani Electricity. They are Licensed Electrical Contractors with License issued by Public Works Departments.

  • Can I get details of LEC?

    Yes. The contact numbers and addresses of Adani Electricity registered LEC's are available at our CCC/ New Connection Department, as well as our website https://www.adanielectricity.com

  • What is Installation Test Report (ITR) and is it mandatory to submit the same?

    The installation Test Report is Issued by the licensed Electrical Contractor (LEC) which certifies that the electrical installation work at the applicants premises has been carried out by the Licensed Electrical Contractors in full conformity with the Indian Electricity Rules,1956 and the conditions of Supply. For EODB customers, the physical requirement of 'Test Report' is now eliminated and replaced by an online self declaration, during submission of online application as per MERC Practice Direction dated 25-Mar-2019.
    Other customers are required to enter the Test report number in the online application form.

  • How much do I have to pay for getting a new electricity connection?
    The charges are based on MERC's approved Schedule of Charge. Please refer following webpage for further details www.mercindia.org.in
  • What is MERC?

    MERC stands for Maharashtra Electricity Regulatory Commission. It was established to promote competition, efficiency and economy in power sector. And to regulate tariffs of power generation, transmission and distribution, and to protect the interest of the consumers. You may please refer website www.mercindia.org.in for further details. You may also visit Adani Electricity Webpage for Relevant regulations and policies by visiting following page https://www.adanielectricity.com/corporate/regulatory

  • How much time will it take for installing my new meter?
    A new meter will be provided as per the following requirements:

    a) Within 7 days from existing network where no expansion is required.
    b) Within 3 months where augmentation or extension of Distribution Mains is required.
    c) Within 1 year where commissioning of new sub-station is required.
  • Does Adani Electricity Install a Meter inside the premises?
    We require access to the meter cabin periodically for reading, checking installation, repairs and maintenance, etc. For this purpose, meters are installed at a location which is easily accessible, without disturbing the consumer. Also, in case the premises are locked, it hampers the meter reading process.
  • Can we install our own meter inside the house?
    You can install your own meter, for reference purpose, inside your premises at your own expense subject to . However, billing will be done only on the basis of Adani Electricity meter.
  • Is there any charge for a site visit? (New Connection or additional supply request)
    The first visit charges are covered in estimate which is generated post applying for new connection, however the customer will be charged a nominal charge of Rs. 110/- in case of a subsequent visit due to issues from customer end like installation wiring incomplete, structure not ready etc.
  • How much do I have to pay the LEC for certifying an Installation Test Report?
    The charges for completion of wiring and issuance of test report may vary from LEC to LEC, you are requested to take the best quotes from different LECs who will complete the installation wiring and then certify the same.
  • How do I apply for changeover to other electricity utility?
    You will have to fill up and submit a Changeover request form to the New Distribution Licensee (NDL) along with all mandatory documents and processing fees as per the Schedule of Charges approved by MERC.
  • Where will I get the forms for change over?
    The forms for change over are available with the New Distribution Licensee (NDL) free of cost at Customer Care Centre and can be downloaded from their website.
  • Where will I submit the forms?
    You will have to submit the completed change over forms along with all mandatory documents at NDL Customer Care Centres.
  • Will I have to obtain No Objection Certificate from Existing Distribution Licensee (EDL)?
    No Objection Certificate (NOC) is not required from EDL.
  • How long it will take for getting the supply from NDL?
    As per the SoP norms NDL will have to comply with your changeover request within 30 days from the date of submission of completed application date.
  • Where will I find the status of my application?
    The status of your application can be inquired at NDL's customer care centres.
  • What will happen to my Security Deposit (SD) with EDL?
    Your security deposit with EDL will be adjusted against the outstanding due/s (if any) the balance security deposit will be refunded within 7 working days from the due date of the final bill.
  • What about the VDS credit balance in my account?

    You can apply for refund of credit balance in your VDS account to EDL.

  • Will I get my direct debit facility transferred to my NDL?
    No, you will have to give intimation to EDL for stopping this facility and apply fresh at NDL.
  • Which licensee will install the meter at my premise?
    As per the interim order on migration the consumer has a choice to opt for:
    • Meter provided by the EDL
    • Meter to be provided by the NDL
    • Purchase your own meter
    In case of meters provided by the NDL, such meters will be tested jointly on-site as per agreed schedule between the NDL and the EDL. In case, a consumer opts for the NDL's meter or own meter - the same shall be tested by the EDL at its laboratory and installed at the consumer's premises. The EDL to remain present at the time of such testing
  • Where can I purchase my own meter? Is there any standard guideline for purchasing meter?
    Kindly refer the commonly agreed meter specifications between NDL and EDL. Also a list of vendors from which the meters can be bought is available.
  • Will there be any interruption in power supply during changeover?
    In case the consumer opts for NDL's meter or intends to install own meter then there will interruption till the time EDL's meter is replaced with NDL's meter or consumer owned meter. Otherwise there will be no interruption.
  • Do I have to pay anything to my EDL during changeover?

    Before making change over application, latest generated bill of EDL needs to be paid, and a copy of the same needs to be submitted along with the application to the NDL. Additionally, on the day of changeover your meter reading will be taken jointly by EDL & NDL. You can remain present if you desire so. This meter reading shall be the final meter reading of the EDL and opening meter reading of the NDL, irrespective of the choice of the meter. A final bill will be raise by EDL based on this final meter reading. This payment has to be made to EDL.

  • Will I be able to change back to my EDL if I am not satisfied with the NDL? Is there any constraint on this?
    Yes, anytime after following change over procedure. There are no constraints as long as the proper procedure is followed.
  • Can I get the Name / Address / tariff category on the electricity bill changed while applying for change over?
    One of the preconditions of changeover is that there will be no change in the Name / Address / Purpose and Traiff category during changeover. Subsequently the change of name, address can be requested to the NDL.
  • What are the charges for changeover? Will I be paying SD again? Where will I make these payments?
    You will have to pay application processing fees as per Schedule of Charges approved by the Commission along with Security deposit to the NDL.
  • What are wheeling charges? Why do you want me to pay these charges?
    Wheeling charges are determined by MERC in the tariff order of utilities. Wheeling charges are charges to recover the operation and maintenance cost of the network.
  • How will the wheeling charges billed to me?
    The NDL also known as Supply Distribution Licensee will bill wheeling charges to its customers as per MERC determined rate.
  • Who will take the meter reading for my meter?
    The NDL will be responsible for meter reading for billing purpose. The EDL will continue to read the meters for cross-verification for the purpose of computing distribution losses.
  • Who will issue the monthly energy bills to me?
    The NDL will be responsible for raising the monthly energy bills based on the meter reading.
  • Where will I make the bill payments?
    The consumer will have to pay their monthly energy bills at the NDL's collection centres
  • Where will a consumer lodge commercial complaint or a No Supply complaint?
    All complaints be it commercial or No Supply complaints, they have to be lodged with the NDL.
  • Where can I obtain the information regarding the procedure and application form for changing over to NDL?
    The information regarding the changeover procedure and the application form (free of cost) is available at NDL's website and Customer Care Centres.
  • In case of changeover to TPC-D, will I have to pay the wheeling charges to both NDL and EDL?
    In case of changeover, only wheeling charges of EDL will be applicable.
  • After changeover, whom should I approach for enquiry and complaints?
    As per the interim order released by MERC, NDL shall be the sole interface and shall deal with your service requirement and complaints including those related to billing, meter accuracy, supply quality, etc.
  • Will the changeover to TPC-D affect the quality & reliability of power?
    As per the interim order released by MERC, except for occurrences beyond the control of the wheeling Distribution Licensee, the wheeling Distribution Licensee has to adhere to Standards of Performance regulation. The order also stipulates that the Wheeling Distribution Licensee shall not discriminate between Changed-over consumers and its own consumers for provision of wheeling services.
  • Can I changeover if I have outstanding towards my monthly electricity bill from EDL?
    One of the preconditions for changeover that the last bill served by the EDL should be paid.
  • By when do I have to pay the final bill raised by EDL?
    The final bill raised by EDL needs to be paid by the consumer on or before the due date. In case of any non-payment or partial payment of final bill of the Existing Distribution Licensee (after adjusting security deposit, if any) by the Changed over consumer, provisions of Section 56 (Disconnection of supply in default of payment) of EA 2003 shall apply.
  • What is Cross Subsidy?
    The high end consumers like Malls, Shopping Centres, Cinema halls are charged higher tariffs to subsidize the low end residential consumers. This arrangement is called as Cross Subsidy.
  • Why cross subsidy is payable by high end consumes?

    High end consumers based on their paying capacity can afford to pay more for the high power usage; whereas, the low end consumers, in line with their low paying capacity can not afford to pay even the cost of supply.

  • In Adani Electricity's distribution area how many consumers are cross subsidized consumers?
    Adani Electricity has a consumer base of around 2.9 million consumers; out of which almost 77% consumers are cross subsidized consumers and rest 23% are cross subsidizing consumers.
  • Does Adani Electricity get any subsidy from the Central and/or the State Government towards cross subsidy?
    No. Adani Electricity does not get any subsidy from either of the Governments.
  • Why the cross subsidy is important in parallel licenses regime?
    The consumers are allowed to switchover in the parallel license regime. In case the high end consumer desires to switch over to another licensee in the same area, then it would disturb the cross subsidy quantum; which may put burden on the cross subsidized class. As a result, their tariff may unwarrantedly go up.
  • What could be the solution in this scenario?
    Levying of cross subsidy surcharge on switching over consumers can be the right way to save low end consumers from tariff burden.
  • Does Electricity Act 2003 provide for cross subsidy surcharge?
    Yes. Section 42 of the Electricity Act 2003 speaks about the surcharge.
  • What were the areas, for which ASCI was directed to conduct investigation?
    ASCI was directed specifically to investigate into three major areas, i.e., Power purchase, Capital expenditure incurred by the Company including physical verification of assets and Scrutiny of the Books of Accounts including voucher-to-voucher audit for the period of 6 years, i.e., from FY2003-04 to FY 2008-09.
  • What are the key findings that ASCI report states on the issue of power purchase by Adani Electricity?
    While clearly vindicating Adani Electricity's stand, ASCI has following findings on Adani Electricity's power purchase:
    • Process adopted for sourcing from external sources/traders is transparent.
    • Rate of purchase from external sources comparable favorably with the published purchase prices by Market Monitoring Cell of CERC.
    • Lower allocation from TPC-G (500 MW) resulted in excess drawal by Adani Electricity from imbalance pool at higher cost.
    • Adani Electricity-D was obligated to buy its entire requirement from TPC-G. The same was dropped from TPC's License with the issue of Specific License Conditions in August 2008. TPC was in dominance by thwarting Adani Electricity generation plans and retracted from agreed position to enter into PPA of 500 MW with post SC judgment in its favor.
  • The ASCI, in its report, while commenting on the power purchase cost states that the Company should have kept MERC informed on the non-execution of PPA by TPC. What are the facts and what is Company's proposed action with regard to this?
    In fact, all the times Adani Electricity has made all relevant correspondence pertaining to the issue of signing PPA with TPC, available in every forum, including MERC, GoM as well as it exists in public domain too. However, Adani Electricity once again, in response to the ASCI finding, shall be attaching the entire series of communication marked to the MERC on the issue, which is self explanatory.
  • What is Adani Electricity's take on ASCI findings pertaining to power purchase issue?
    Third party independent investigation agency duly appointed by the regulator has vindicated Adani Electricity's stand. It's Adani Electricity's expertise and endeavours in managing the power purchases, which have brought much more relief for Mumbai consumers in the booming prices in open market and profiteering attitude displayed by the other utilities by selling surplus power outside the licensed distribution areas in Mumbai instead of selling power in its own licensed distribution area.
  • What are the key findings that ASCI report states on the issue of capital expenditure incurred by Adani Electricity?
    The investigating agency did a physical verification of assets on which the company incurred a capital expenditure and came up with the following findings:
    1. No discrepancy in the amount of capital expenditure incurred by Adani Electricity-D.
    2. The investments made commensurate with load growth and with the requirement to maintain system reliability and reduce losses.
    3. Increase in capital expenditure attributable to increase in road re-instatement charges and material/equipment cost, the facts highlighted to MERC by Adani Electricity in its various tariff petitions.
  • What is Adani Electricity's take on ASCI findings pertaining to the capital expenditure?
    Once again Adani Electricity's stand is vindicated and the third party investigation agency only concluded after undertaking physical verification of these assets that all assets do physically exist at several sites and consumers are deriving several benefits out of these assets.
  • What are the key findings that ASCI report states on the issue of material procurement?
    The investigating agency thoroughly probed the material procurement processes initiated by the Company's Central Procurement Group and concluded that there exist robust systems for it. The ASCI report findings in this regard states:
    1. The Central Procurement Group follows the procedures of tendering system, getting competitive offers after negotiations, acquiring quality material at required delivery schedule, etc. without any deviation.
    2. Even in the case where orders are placed or contracts awarded on companies associated with Adani Electricity group, normal procedure of inviting bids, negotiations etc are carried out and orders placed/ contract awarded if they are competitive.
  • What are the key findings that ASCI report states on the issue of physical verification of Company vouchers for last 6 years?
    The investigating agency had carried a thorough voucher to voucher audit for the period of 6 years, i.e from FY 2003 - 04 to FY 2008 - 09 and has not reported single discrepancy in the Company's books of accounts. The key findings of the agency are as below.
    1. Licensed and non-Licensed business accounts are maintained separately in SAP system.
    2. Proper allocation is made between direct expenses and common expenses.
    3. Physical verification of vouchers has been carried out and they do not indicate any discrepancy with Books of Accounts.
    4. Expenses directly related to Regulated business are verified with supporting documents and are found to be correct.
  • How can I get in touch with Adani customer care if I have any concerns?

    We are there for you 24 hours, 365 days a year. Just choose any of the option for any kind of assistance you seek from us.

    • Call us at our 24*7 toll free call centre at 19122 and get answered by our customer service representative within 2 minutes.
    • Write to us at helpdesk.mumbaielectricity@adani.com. Someone from the Adani Electricity team will reply to you within 48 hours of your email.
    • Visit your nearest Customer Care Centre and we shall attend you maximum within 20 minutes.
  • I found that my bills are not calculated as per standard slabs shown in tariff structure of the bill. Why this change has been made?

    As per “Supply code SOP including Power Quality Regulations 2021” issued by MERC, billing shall be factored on Monthly basis (calendar month’s days as base days ) to arrive at proper consumption slabs. Hence the units are prorated to adjust the appropriate slab benefits.

  • I am having residential connection, how will the bills be prorated?

    In order to adjust appropriate slabs, units are prorated based on calendar month days. For September month, base days would be 30 days (as per calendar month days) but if actual billing days are different from the base days – slabs would be adjusted accordingly. So that customer would get appropriate slab benefits.

    Refer to following example:
    Units slabs Calculation method example Standard Slabs Oct( 31 days ) Feb ( 28 days ) Sept ( 30days )
    • Base days to arrive at slab proration
    • 30
    • 31
    • 28
    • 30
    • e.g. (actual bill days)
    • -
    • 30
    • 29
    • 31
    • 1st slab units
    • 100
    • 97
    • 104
    • 103
    • 2nd slab units
    • 200
    • 194
    • 207
    • 207
    • 3rd slab units
    • 200
    • 194
    • 207
    • 207
    • 4th slab >than
    • 500
    • 484
    • 518
    • 517
  • Will there be any variation in bill days?

    As per supply code guidelines – Utility has to take readings for periodic bills on monthly basis with an exception of (+ /- 3 days). AMEL ensures that readings are taken as per defined schedule.

  • Is there any mention of applied slabs in my bill?

    Yes. You would get display of applied slabs on the reverse side of your bill.

  • I am having electricity connection of commercial category, does this units proration apply to me?

    Since this is other than Residential category, for the rest of the categories there is single energy charge, irrespective of units slabs. Hence, this proration scenario is not relevant.

  • Will I get a high amount of bill, because of this proration?

    No., proration is a method to adjust the appropriate slabs.

  • What message gets printed in the periodic bill if the units are prorated?

    e.g. of Table :

    Bill Days Slabs Units
    • 32
    • 1st
    • 103
    • 31
    • 2nd
    • 207
    • -
    • 3rd
    • 206
    • -
    • 4th
    • 250
    • 766.00
    • 140