As India’s largest integrated power company, we strive
to delight our customers with smart and future ready
energy. We continue to co-create a sustainable future
along with our stakeholders by building a resilient
society and drive sustainable growth.
Collective growth through
shared value
drive new customer centric businesses
SBO5: Develop future energy products
and solutions
ŪStakeholders Relationship Committee
ŪCybersecurity
Key performance indicators
Risk and opportunities
Sustainable Development Goals
ŪDemand side managementŪEnergy savings for customers ŪProportion of local suppliers ŪConsumer health and safety
initiatives
ŪProducts/services information, labelling and marketing ŪCompliances
ŪCustomer Privacy
ŪClimate change and business continuity linked risks
Interaction of Social & Relationship
capital with other capitals
Capital
tradeoffs
Impact
across the
<IR> capitals
HUMAN FINANCIAL INTELLECTUAL NATURAL
Tata Power’s strong sense of commitment towards social value provides our employees with a sense of purpose and motivation
57,257 hours
volunteered by employees collectively
Our ethical and responsible business partners ensure a robust supply chain to consistently build assets and provide us with necessary impetus to come up with innovative and future ready energy solutions.
200 villages
covered under Microgrids, connecting 3,887 customers Investments in CSR activities and local businesses enable robust collective financial growth of our communities99%
non-fuel procurement was locally sourcedEvolving needs of our customers propel us to develop innovative and future ready technologies
2,700
SMART meters installed in Mumbai Distribution Increasing adoption of energy efficient appliances and smart technologies significantly mitigate any adverse impact on our environment and biodiversity4,000+ Mwh
Customer-centricity is at the heart of Tata Power’s strategy. We strive to empower our relationship with customers by strengthening our presence as a B2C company. Tata Power applies a ‘Trust, Act, Transform and Assess’ (TATA) approach for all its customer centric initiatives. Our corporate customer service policy guides these initiatives to ensure that we deliver value-added services and consistently exceed their expectations. Furthermore, we partner with our customers in various energy saving initiaves thus reinforcing our commitment towards environmentally responsible growth.
Empowering customers
for future-ready utility
TRUST
Engaging with our customers through multiple touchpoints to build trust and strengthen transparency, while addressing their queries and concerns.
TRANSFORM
Transforming our business activities to augment customer-centric initiatives, empowering them for tomorrow’s world.
ACT
Delivering quality products and services to meet the expectations of our customers, while safeguarding their health, safety and data privacy
ŪCustomer Relationship Centre (CRC) (24/7 support)
ŪEmail
ŪCustomer web portal ŪCustomer support chatbot
ŪNo incidents of non-compliances pertaining to products/services information and labelling, marketing communication and health and safety
ŪConducted lifecycle assessments for all products/services across our portfolio to implement the highest standards of health and safety
ŪZero complaints regarding customer privacy breach or customer data leak, theft or loss. ŪCall centre ŪMobile app ŪSMS ŪWhatsApp ŪTwitter ŪFacebook ŪCommunication by letter ŪMicrosoft Kaizala
Solar rooftop, Solar Pumps & EPC Business
ŪEnhancing experience of over 30,000 customers through various digital assets such as:
ŪSolar calculator to save energy cost
ŪChatbot on websites and mobile applications
Ū3D visualisation and sizing tool
ŪSupporting 275 channel partners through Channel Partners' (Sales) Incentive
ŪSolar EPC solution for customers
ŪSchemes during COVID-19 pandemic to help grow their business
ŪChanging the landscape of rural India through dedicated focus on setting up around 1 million Solar Pumps by FY26
Microgrids
ŪBenefited about 3,887 rural customers with adequate and cheap power supply, and provided green jobs to local youth
ŪCommissioned 161 microgrids with over 4.8 MW installed capacity
ŪLaunched mobile application for monitoring and ease of payment options
EV Charging
ŪInstalled 532 public charging points in over 92 cities, so far, on our way to create a thriving EV ecosystem for customers
ŪLaunched our software platform and mobile application to help customers locate EV charging stations, charge EVs and pay bills online
ŪAim to integrate 1 lakh EV charging stations by FY26
ESCO
ŪEnergy Service Company (ESCO) business dedicated to encourage large commercial and industrial clients to embrace digitalisation for effective monitoring and saving of energy ŪAssociated with multiple partners to provide
integrated Energy as a Service (EaaS) offerings, supported with digital technologies
ŪCommitted to providing enhanced service to our clients and meet their present, latent and future energy needs by leveraging our reach throughout the power value chain
New Business Services
ŪLeveraging our reach in the power value chain and existing Discoms experience to provide customised new-age solutions and enhance customer experience:
ŪHome automation (Tata Power EZ home products and EZ home app) – IoT based efficient and cost effective home automation solutions to enable customers to monitor, operate and schedule home appliances
ŪValue added services – e.g. Energy Analytics, Energy Storage
ŪFloating solar – Augment the energy potential of existing hydro projects by utilising reservoir surface
ŪBattery storage solutions – Ensuring uninterrupted power availability for customers
ASSESS
Addressing customer feedback effectively through grievance redressal mechanisms (supported by SAP-CRM system) and conducting annual customer satisfaction surveys.
CSAT score
Average CSAT score
Enhancing customer experience
Customer concerns Concern redressal and service improvement
Network reliability
Ū Reducing the forced outage of equipment
Ū Improving customer communication on service interruptions
Ū Optimising utilisation of assets
Ū Commissioning additional lines for interconnecting with other Discoms to improve the reliability of power supply
Availability of lines
Ū Commissioning new gas insulated switchgears and transformers at receiving stations to meet load growth
Ū Reducing outage time through remote operation of line isolators carried out from Supervisory Control and Data Acquisition (SCADA) system
Ū Implementing hot line working and carrying out hot line washing
Tripping of transmission lines due to bird hits
Ū Ensuring line patrolling, thermal vision scanning and sensitising local stakeholders about safety hazards around transmission lines
Ū Installing bird repelling contraptions on transmission towers
Failures and tripping of lines; quality of power
Ū Installing Power Quality meters such as SMART Meter Reading and Dispatch (SMRD) application
Ū Implementing systems to reduce fault level and impact of voltage fluctuations at receiving stations
Ū Carrying out detailed energy audit for consumers
Ū Replacing old insulators
Voltage fluctuations Ū Adding capacitor banks at receiving stations
Electrical safety awareness among communities
Ū Sensitising communities (through partnerships) about safety precautions around transmission lines and importance of ISI marked electrical equipment
Ū Conducting safety awareness sessions and audits for consumers
Quick response and flexibility in incorporating changes for EPC projects
Ū Communicating through clearly defined modes – contractual and formal
Ū Improving Turn Around Time (TAT) and adhering to project schedule through stronger review mechanisms
Generation
Mumbai Transmission
Mumbai Distribution
TPDDL
FY21 FY20 FY19
Energy conservation is at the forefront of all our endeavours and we partner with our customer on various energy saving initiatives. Going above and beyond our business operations and priorities, we continue to promote customer focused, energy efficient solutions to reduce energy cost for the customers . We provide seamless online registration facilities for our customers on the Tata Power website, which also enable monitoring of the energy saved.
Demand side management
Demand Side Management (DSM) initiatives in FY21:
Awareness and energy-efficient programmesŪBrushless Direct Current (BLDC) super efficient ceiling fans programme
ŪACs exchange programme
ŪLED tube light programme
Energy audit to identify energy saving opportunity
Discount based energy efficient program with Crompton Greaves
Enhancing energy efficiency
We have arranged for energy efficient appliances such as LED tube light, BLDC celling fans, refrigerators, and AC, among others, to our Mumbai customers at discounted prices, enabling them to increase energy efficiency and reduce energy bills. With an approved rebate from the Maharashtra Electricity Regulatory Commission (MERC), 6,000 appliances were arranged for our consumers in FY21. This led to over 4,000 MWh of energy savings in Mumbai Distribution. In FY21, a total of 6,750 customers in Mumbai Distribution owned rooftop solar plants with a collective capacity of 174 MWp. We also motivate our bulk consumers to carry out energy audits through accredited auditors from the Bureau of Energy Efficiency (BEE), to identify the potential for energy savings.
CUSTOMERS
ŪReduced energy expenditure
ŪImproved productivity
ŪImproved service value
ŪEncouraged safe behavior
UTILITY
ŪReduced cost of service
ŪImproved customer service
ŪImproved operational efficiency
ŪReduced capital needs
SOCIAL
ŪReduced environment degradation
ŪMaximized customer welfare
ŪMitigated impacts of climate change
Green power tariff
Aligning with the Government of India’s ambitious goals of carbon emission mitigation, Indian corporates are increasingly seeking to shoulder the responsibility and become a zero carbon company. Tata Power is humbled to support their endeavours by offering 100% green energy to customers by levying a Green Power Tariff.
Tata Power brought this concept for the first time in Maharashtra, enabling customers to source 100% RE power by paying Green Power Tariff of ₹0.66/kWh in addition to regular tariff. We also issue Green Energy Certificate to consumers opting for 100% green energy for their monthly consumption, adding credibility to the customer’s stance of being a zero carbon enterprise.
Energy saved
Load shifted
4,000+ MWh
2 MW
Promoting solar rooftops
We have actively encouraged widespread adoption of solar rooftops to add value at scale to our society and the planet. Our campaigns under “#TataPowerSolar” have promoted the affordability and cost saving potential of solar rooftops and urged existing customers to be Solar Ambassadors.
1,02,312
Reach
8,183
Post clicks284
Our CSR Vision 2026
To impact 30 million lives positively around the regions we operate in
Aligning action towards UNSDGs
Encouraging employees to volunteer for 15 hours every year
Fostering sustainable interventions through programme management excellence Furthering livelihoods readiness, life skills, digital and financial literacy
Creating sustainable partnership with civil societies, governments, corporates, and academia
Affirmative Action and social inclusion efforts for systematically marginalized groups
We ensure a responsible supply chain through:
Our approach to sustainable supply chain
Supplier assessment
ŪAssessment of Business Associates (BAs) to ensure strong commitment on Environmental, Social and Governance (ESG) policies
ŪEvaluation of quantifiable measurement of willingness exhibited by the BA towards a positive ESG impact
Promotion of Sustainable and Local sourcing
ŪEnhance skill and capacity development of the local workforce and community for higher safety, productivity and quality standards
ŪEnsuring BAs comply with Human Rights clauses in all significant contracts issued (non-fuel contracts)
ŪEncouraging local business, with 99% of non-fuel procurement being locally sourced in FY21. A total of 46% of overall procurement budget (including fuel) was spent on local suppliers
Affirmative Action (AA)
ŪPromoting the inclusion of SC/ST in business opportunities, driven at the corporate and division/site level
ŪEncouraging entrepreneurship skill among communities through vendor enlistment and ordering (for FY21, ₹9.63 crore order to 24 vendors from SC/ST community)
ŪSupporting Self-Help Group (SHG) members, youth, women, farmers, and fishermen through skillset and livelihood initiatives.
e-Business Associates meet 2021
A one of a kind initiative, where we conducted a digital event for our stakeholders and partners to provide support and solidarity during the pandemic
Driving valued impact -
Empowering target communities
As a responsible corporate citizen, we continue to leverage our partnerships with stakeholders for betterment of life in our local communities and deliver long term value. We envision our communities to be sustainable and future ready by improving education and livelihoods while empowering the women, youth, institutions, and community collectively. Through the Tata Power Community Development Trust (TPCDT), we introduce initiatives that focus on diverse community based projects that support causes close to our hearts. Our approach is collaborative, data driven and outcome based for all community initiatives enabling us to translate our values into scalable impact across communities.
102%
CSR expenditure target achieved46.65 lakh
beneficiaries against target of 30 lakh57,257
hours volunteered collectively by around 17,000 employees across 1,380 activities
56%
of all CSR beneficiaries are women
CSR Beneficiaries
(in lakh)100% of our new suppliers with PO value more than ₹5 crore (other than traders), were screened through ESG criteria in FY21. These vendors represent 62% of total value of POs (other than fuel) issued in FY21
In FY21, all our suppliers were found to have no negative (significant or potential) social and environmental impact
24,914
TPSDI trainees₹39.24 crore
CSR expenditure7% unemployed youth trained (of which 28.61% belonged to SC/ST community)
69% eligible youth provided with employment opportunities
Highlights
Highlights
Responsible supply chain management
We have a Responsible Supply Chain Management (RSCM) Policy (https://www.tatapower.com/pdf/aboutus/RSCM-14.pdf) that guides our engagement with vendors and suppliers, and promotes fair and transparent business practices. It also provides guidelines to select responsible suppliers and service providers. The policy is an integral part of our supplier relations to ensure alignment with Environment, Health and Safety, Human Rights, Ethics and Compliance parameters.
We ensure that our service providers, suppliers and vendors comply with all statutory norms and fundamental labour principles. The Tata Code of Conduct supports the RSCM policy by requiring all our associates to conduct business with fairness and transparency. Our Procurement Policy caters to multiple business requirements across fuel sourcing, materials and services procurement, material management and inventory management. No significant changes were observed in our supply chain during FY21.
FY19 24.67 20.30 FY20 27.10 122% 118% 156% 22.90 FY21 46.65 30.00
Achieved Targeted % Achieved
Contributing to a thriving and resilient society
At Tata Power, we leverage our resources to build a thriving and empowered society. Our CSR vision and strategic objectives are translated into action across our thrust areas. Additionally, our CSR activities are guided by a robust governance system which enables us to refine our initiatives in line with independent monitoring and evaluation frameworks.
Our CSR approach is detailed below.
Thrust Areas CSR Aspirations 2026
Community Welfare
Education Ū Train 10,000 Trainers/Community Leaders to deliver blended learning through Govt. schools/training institutions
Community Empowerment
Skilling & Livelihoods Readiness Ū Benefit 4 lakh youth - directly & indirectly through digitally enabled, integrated vocational training centers
Ū Build capacities of 25,000 SHGs in target regions
Ū Co-develop 10 unique sustainable/recycled products and services
Ū Facilitate scalability & regular business pipeline for SHGs
Financial and digital inclusivity Ū Coverage of marginalised and deprived communities to access government entitlements and schemes
Ū Support target communities & regional institutions by enabling capacities & skills for water recharge & management, health & nutrition
We extended our COVID-19 response to 15 states across India with enhanced focus towards migrant and vulnerable communities. We are humbled to report that the Company covered 16.59 lakh beneficiaries through its COVID-19 community response and relief activities, which can be accessed on page 28 of this report.
Tata Power’s Corporate Social Responsibility Governance
CSR committee
Ū3 Board Directors (including 2 independent directors)
ŪGuides the CSR policy
ŪIdentifies, outlines and reviews thematic focus areas, geographies, target communities, and resource allocation for CSR activities
ŪDeploy development interventions through Tata Power Community Development Trust (TPCDT) and other not for profit partnerships
ŪActivities implemented by a team of over 35 community development professionals
Tata Power – a responsible utility
At Tata Power, our CSR activities are guided by our Corporate Social Responsibility policy. We monitor the outcomes and milestones of our programmes regularly, and commission independent impact assessments in three to five year cycles. We are cognisant of the significant impacts that some of our power generation activities have had on local communities. These impacts are associated with land acquisition, air pollution and consumption of industrial water supply among others.
To address these impacts, we have implemented necessary preventive measures, ecological legislative compliances, voluntary conservation efforts and community enabling programmes to sustain their livelihood and income.
As a socially conscious company, we ensure consistent improvements across our CSR programmes and translate our promise of ‘Care for Community’ into a shared value creation as well as generating long term employment.
Our CSR Programmes
Our CSR focuses on areas covering education, health and sanitation, livelihood and skill building, water and financial inclusivity. We are humbled to have contributed ₹39.24 crore for the welfare and empowerment of communities which benefited over 3 million people.
Community welfare
Education
Vidya
The initiatives under Vidya includes remedial coaching for children, digital education, training for teachers, academic coaching and counselling up to primary level.
Water security
Amrutdhara
11.85 lakh beneficiaries covered under demand and supply side management of water initiatives across Delhi, Maharashtra, Gujarat, Rajasthan, Madhya Pradesh, Jharkhand and Tamil Nadu. We collaborate with various government schemes to enhance our outreach.
ŪImplemented innovative irrigation practices across the farming sector ŪProvided integrated sustainable
drinking water management systems
Health and sanitation
Arogya
This programme includes initiatives for maternal and child health, sanitization, immunization and health awareness. We also collaborate with NGOs and government health services to spread awareness regarding behavioral change amongst communities.
Explored partnerships with digital service providers like TCSiON, learning delight, ALIG and provided solutions to ensure continuity of curriculum in rural and urban schools.
ŪProvided Tele Medicine support to community members
ŪIncreased health awareness and access to government health services
Community empowerment
Financial and digital inclusion
Adhikaar
Aims to inform, enable and empower marginalised communities including SHGs
4.59 lakh beneficiaries covered worth ₹312 crore under various government schemes
Won Gold award in 9th ACEF Asian Leaders Forums for excellence in CSR for Adhikaar.
Livelihood and skill building
ACHIEVED
ŪAdopted microenterprise-based capacity building activities for upskilling and improving livelihood opportunities for women and Self-Help Group members.
ŪProvided vocational skills to the youth for augmentation of household income
ŪStrengthened village institutions through trainings and enhanced leadership skills
Ū1,239 Self Help Group (women) with 14,325 members involved in various flagship initiatives including Dhaaga, Abha, Bijuli didi, Sakhi, Roshni and Samriddhi, generating cumulative revenue of ₹4.70 crore.
TPSDI
TPSDI-ABHA
Promoting employment for women through skill development initiatives Over 1,700 women trained
TPSDI – skills on wheels
Providing mobile skill training to neighboring electricians, along with Recognition for Prior Learning (RPL), domestic wiring, and solar skillsAnokha Dhaga & Saheli World
ŪUpskills women’s SHGs in stitching& tailoring, generating income and participating in the economic value chain of identified goods & services ŪPromoted and sold through Saheli
World (e-commerce platform)
ŪProvided around 6 lakh reusable cotton masks. New SHG 95 - Filter based mask introduced by SHG members
Samriddhi
Creating opportunities for
communities, particularly farmers to build assets, adopt new livelihoods and seek opportunities for growth.
Daksh
ŪAugmenting skill building among the youth to provide employment opportunities.
ŪOver 47,000 youth skilled (11% belonging to the AA community)
Maval Dairy Enterprise
Facilitation Project
ŪSupports women empowerment through an association with the Maval Dairy Board, local leaders and technical partners.
ŪOver 1,500 women have been skilled, supported and enabled to further this community-led enterprise benefiting over 20 villages in the vicinity.
Tata Power- Youth employment
programme
ŪCollaborating with TCS to increase employment rate of youth in organized sectors
ŪProviding training on soft skills, business communication and etiquette ŪQualified candidates are placed in the
BPS/KPO services of TCS
ŪEmpowering the youth and addressing the skill-gap challenge
ŪProvided modular training and certification on employable skills
Ū6 TPSDI training centres in India
ŪTrained over 17,000 youth on safety and soft skills
ABHAs, Bijuli Didis & SAKHI
Programme
ŪTPDDL evolved a unique model furthering women's livelihoods, customer care & safety and shared value generation by upskilling & involving women's SHGs in Metering, Billing & Collections operations. ŪThis is being successfully furthered in
Delhi, Odisha and Mumbai serving a large customer-base in slum & rural areas.
ŪOver 1,900 women benefit from this inclusive business model
Social Inclusivity & Affirmative Action policy
As part of Tata philosophy & focus on social inclusivity, Tata Power continues to focus on the upliftment of target communities from Scheduled Castes and Scheduled Tribes through defined ‘E’s- Employment, Entrepreneurship, Employability, Education and Essential amenities around our operating sites. In FY21, we have covered over 4 lakh beneficiaries under AA initiatives. Additionally, the Tata Power Skill Development Institute (TPSDI)Beyond our thrust areas
The programme was launched 12 years ago with the aim to create awareness among school students on energy and resource conservation. Through a myriad of learning modules, Club Enerji has become a holistic movement to save energy and natural resources enabling children to become responsible citizens and proactive leaders of the future.
In FY21, due to the COVID-19 pandemic, we could not conduct any on-ground programmes. However, we have launched our 'E-learning Fridays' module, which comprises bi-weekly webisode
series and quizzes for children and their parents. The webisode series aims to help them adopt sustainable living practices amid the lockdown. 'E-learning Fridays' supports us to reach out to the future generation through a digital platform and deliver relevant and practical information regarding sustainability. These modules covered topics on energy and resource conservation, fuel conservation, water management, afforestation, ‘Say No to Plastic’ and disaster management, among others. The success of the same was reflected through 35,000 views for the webisode series.
EDUCATE
School children about energy conservation measures
ENGAGE
With peers and community to spread awareness
ENHANCE
Initiatives by increasing participation from schools
EMPOWER
Communities through self-sustaining mini clubs
Club Enerji
Club Enerji is Tata Power’s nationwide movement relentlessly working towards spreading the message of being responsible citizens by conserving energy and resources across the country with a strategic focus on nation building.
Won Gold for “Say No to Plastics” module in
multimedia CD Rom based presentation in
ABCI 2020
Won Silver for “Switch Off to Switch On”
campaign under “Most admired Not for Profit
Marketing” category at 9th ACEF Leaders
Forum Award
inducted 25% trainees from AA communities and ensured exemplary placements after training. We also support SHG members with the provision of income generation activities. Additionally, we supported youth, women, farmers and fishermen through skilling and livelihood initiatives. These initiatives demonstrated an overall increase in income level and supported us to make community members self-reliant.
