Verified: 13 April 2026 09:30 pm IST
Industry: Electricity Distribution
Jurisdiction: Mumbai, Maharashtra, India
Primary Regulator: Maharashtra Electricity Regulatory Commission (MERC)
Important Safety Warning: Beware of the massive “Disconnection SMS Scam.” Scammers frequently send SMS or WhatsApp messages stating: “Dear Consumer, your electricity power will be disconnected tonight at 9:30 PM because your previous month’s bill was not updated. Please call our officer immediately.” This is a scam. Authentic AEML staff will never send alerts from a personal 10-digit mobile number, nor will they ask you to download screen-sharing apps or pay via personal UPI links.
Level 1: Customer Support (Initial Complaint)
- How to complain: Do not rely on local linemen for formal disputes. You must register your complaint (billing errors, prolonged outages, meter faults) directly through the AEML customer portal, the Adani Electricity mobile app, or by calling their 24x7 toll-free helpline at 19122 or 1800-532-9998. You can also reach them via WhatsApp at +91-9594519122 or email helpdesk.mumbaielectricity@adani.com.
- Availability: The toll-free IVR, WhatsApp, and emergency reporting operate 24x7.
- Timeline: Standard service requests must be acknowledged within 3 working days (for supply/disconnection issues) and 15 working days for all other complaints.
- Source Verification: Adani Electricity Contact Support
Level 2: Internal Grievance Redressal Cell (IGRC)
- Who to contact: If your Level 1 ticket is closed without a fix, you cannot jump straight to the regulator. You must formally escalate to the Internal Grievance Redressal Cell (IGRC) by emailing the Head of Customer Service at CSHead.Mumbaielectricity@adani.com. If sending a physical complaint, send it to: Head of Customer Service – Adani Electricity, Devidas Lane, Off S.V. Road, Near Devidas Lane Telephone Exchange, Borivali (West), Mumbai 400103.
- Timeline: Under MERC Regulations, the IGRC must provide a formal remedy to your complaint within a maximum of 2 months from the date of filing.
- Source Verification: AEML Grievance Redressal Mechanism
Level 3: Consumer Grievance Redressal Forum (CGRF)
- Authority: If the IGRC rejects your claim, or if 2 months pass without a resolution, you must file a formal petition with the Consumer Grievance Redressal Forum (CGRF). The CGRF is an independent quasi-judicial body set up specifically to hear consumer electricity disputes against AEML.
- Portal/Contact: You must submit your grievance in writing or via email to consumerforum.mumbaielectricity@adani.com. The physical office is located at the same Borivali (West) address as the IGRC.
- Timeline: The CGRF is legally mandated to decide the grievance within 2 months from the date of receipt.
- Source Verification: AEML Consumer Grievance Redressal Forum
Level 4: Electricity Ombudsman (Final Statutory Appeal)
- Pre-Litigation: Do not use the e-Jagriti consumer court portal or the National Consumer Helpline for electricity disputes. The Electricity Act of 2003 supersedes standard consumer courts.
- Court/Arbitration: If you are aggrieved by the order of the CGRF, or if they fail to issue an order within 2 months, you must file a representation to the Electricity Ombudsman appointed by the MERC in Mumbai.
- Timeline: You must file the appeal to the Ombudsman within 60 days from the date of the CGRF order.
- Source Verification: MERC Electricity Ombudsman Official Portal
Community Action: Is Adani Electricity sending you massive average bills because they refuse to replace a faulty meter, or are you looking for the correct template to file a case with the Borivali CGRF? Reply below (do not share your passwords, bank details, or your exact 9-digit Account Number), and our consumer advocacy community will point you to the right resources!