Tata Power Delhi Distribution Limited (Tata Power-DDL) has reported a sharp increase in digital bill payments and self-service usage, with more than 95 per cent of its consumers using digital channels to pay at least one electricity bill during FY2025-26. The Delhi power utility, a joint venture between Tata Power and the Government of NCT of Delhi, supplies electricity to nearly nine million residents across North and North-West Delhi.
Digital payments accounted for 92.95 per cent of the company’s 1.20 crore payment transactions in FY26, up from 83.38 per cent in FY22. The number of digital transactions increased from 0.74 crore to 1.12 crore over the period. Non-digital transactions, meanwhile, declined by more than 43 per cent, from 14.81 lakh to 8.46 lakh.
Digital Adoption Crosses 95%
Tata Power-DDL’s active customer base increased from 18.85 lakh in FY22 to 21.89 lakh in FY26. Of the 18.47 lakh unique customers who made payments in FY26, 17.60 lakh used online payment channels, taking digital adoption among paying customers to 95.29 per cent. This compares with 89.83 per cent in FY22. Digital adoption stood at 91.72 per cent in FY23, 93.25 per cent in FY24 and 94.23 per cent in FY25.
The utility has also expanded digital self-service beyond bill payments. Nearly 70 per cent of customer requests are now handled through channels including mobile applications, websites, WhatsApp, chatbots, IVR, email and social media.During FY26, Tata Power-DDL recorded more than 24.05 crore digital consumer interactions. These included 16.5 crore SMS alerts, 3.56 crore WhatsApp messages and 1.9 crore mobile application sessions. The shift towards digital channels contributed to a more than 44 per cent reduction in physical footfall at payment centres over five years.
Digital Payments Expand In Suburban Areas
The company has used measures including zero-convenience-fee payment options, PhonePe, Paytm and MobiKwik, Bharat Bill Payment System integration and UPI-enabled QR codes on electricity bills to expand digital payments. Digital participation in areas such as Narela and Bawana increased from around 44 per cent in FY22 to more than 88 per cent in FY26.
The utility has also deployed more than six lakh smart meters, enabling real-time consumption tracking, AI-based analytics, predictive outage alerts and behavioural demand response. Its Behavioural Demand Response programme has enrolled more than 2.1 lakh consumers and delivered more than 1,710 MW of cumulative load curtailment while saving over 33.2 lakh units of electricity during the past five years. Tata Power-DDL is also preparing to explore emerging technologies including peer-to-peer energy trading.