Strengthening Capabilities for Sustainable Growth

Overview

Gas sourcing is managed with a clear focus on supply security, cost efficiency, and competitiveness across CNG, industrial, commercial, and domestic segments. A balanced mix of Regasified Liquefied Natural Gas (RLNG) and domestic gas helps cushion the business from global price volatility, supply disruptions, and geopolitical uncertainties. This allows us to maintain pricing stability, ensure uninterrupted supply, and support India’s transition towards a lower-carbon energy ecosystem.

Strengthening Gas Sourcing Capabilities

Strategic Partnerships

Established and expanded collaborations with leading domestic and international gas suppliers to strengthen reliability and diversify supply sources.

Long-term Contracts

Secured long-term supply arrangements to enhance supply security and mitigate price volatility risks.

LNG Sourcing Expansion

Deepened participation in global LNG markets, enabling access to flexible and competitive sourcing options.

Tariff Optimisation and Tax Efficiency

• Priority CGD segments of CNG (T) and PNG (D) were accorded Zone 1 tariff under PNGRB regulations, significantly reducing pipeline tariffs and improving affordability for priority customers
• Reduction in CST on APM/NWG volumes flowing out of Gujarat from 15% to 2% has further lowered delivered gas costs for customers

Supply Chain Optimisation

Deployed advanced analytics to enhance procurement planning and improve end-to-end supply chain efficiency.

Risk Management

• Maintained a diversified sourcing portfolio across tenures, supply origins and pricing indices
• Continuous risk assessment and proactive interventions to enhance price stability amid ongoing geopolitical uncertainties impacting gas markets

Regulatory Engagement

Proactive engagement with regulators to ensure compliance and anticipate policy developments influencing gas sourcing and market access.

Outlook

LNG spot prices are expected to soften over the medium to long term with incremental liquefaction capacities coming online. However, near-term volatility is likely to persist due to geopolitical uncertainties.

Road Ahead:

• The LNG market is expected to transition from near-term tightness, driven by European storage dynamics and winter demand, towards gradual easing as substantial new liquefaction capacity becomes operational through 2027-28
• Spot prices may remain supported through summer 2026 on account of low European inventories and tight winter drawdowns, with elevated TTF/JKM benchmarks relative to prior forecasts
• From 2027-28 onwards, incremental global supply and recovering US production are expected to rebalance markets, exerting downward pressure on spot prices, although the pace of rebalancing remains subject to global demand and supply-side execution risks
• Over 2028–2035, additional liquefaction capacity is expected to improve supply availability, supporting more competitive pricing for end consumers
• India’s LNG demand outlook remains constructive, supported by CGD network expansion, growing infrastructure capacity and the prospect of more benign global pricing. Achieving the 15% natural gas share in the energy mix by 2030 will require sustained price moderation, accelerated infrastructure development and continued regulatory support. Improving terminal utilisation and market access will remain key focus areas to unlock latent demand

Overview

Our strong financial base continues to support sustainable growth in the city gas distribution sector and emerging clean energy businesses. Prudent investments, disciplined capital deployment, and effective margin management have strengthened cash flows and enhanced operational resilience. Despite ongoing global uncertainties, the Company remains financially stable and well-positioned for long-term expansion.

Enhancing Financial Discipline

Strong Credit Metrics & Capital Stewardship

Maintaining an optimal capital structure, supported by AA+ (Stable) ratings from multiple agencies, underpins our financial strength and enables access to cost-efficient funding. Complementing this, our disciplined capital management framework ensures efficient resource allocation, preserves financial flexibility, and supports sustainable long-term value creation.

Sustained Growth Anchored in Capital Discipline and Liquidity Focus

In an evolving geopolitical environment, including disruptions in West Asia and the Middle East, our focus remains on balancing growth with resilience. Supported by resilient execution and operational excellence, our diversified and agile sourcing strategy has ensured uninterrupted gas supply despite elevated LNG prices and currency volatility. We continue to adopt a prudent and defensive approach to capital allocation, with emphasis on cash conservation, system stability, and calibrated expansion. This disciplined strategy strengthens consumer confidence while safeguarding liquidity and enabling sustainable, long-term value creation.

Asset Expansion and Monetisation

We adopt low-capex and asset-light models to accelerate monetisation and facilitate faster ecosystem development across our operational footprint.

Robust Internal Controls

Comprehensive compliance systems, proactive risk management practices, and strong financial governance ensure consistent and sustainable business performance.

Operational Excellence and Cost Leadership

Among the lowest-cost operators in the City Gas Distribution sector, we continue to protect margins through competitive gas sourcing strategies and ongoing cost optimisation initiatives via Technology-enabled cost monitoring.

Digital Enablement and Technology Integration

Focused investments in digital platforms and automation enhance operational efficiency, streamline processes, improve productivity, and strengthen customer engagement.

Outlook

Growth will continue through expansion of CGD infrastructure in priority markets and faster adoption of low-carbon energy solutions. Focus areas include capital efficiency and returns, supply chain resilience, and continued progress on digital and ESG priorities.

Overview

This year marked a clear step forward in the digital journey. As the operating footprint expanded and customer expectations rose, the focus remained on improving visibility across operations, speeding up decisions and making execution more reliable, with strong governance and cyber resilience built in. Instead of rolling out stand-alone tools, an integrated digital ecosystem was developed, connecting assets, workflows, partners and data into a single operating layer. These capabilities are now coming together into the next phase: an Integrated Business Centre (IBC) to bring monitoring, emergency response, customer experience, commercial operations and enterprise intelligence under one roof.

Driving Efficiency Through Digitalisation

SOUL: Single Monitoring Backbone for CGD Operations

SOUL continues to serve as the core platform for connected operations, integrating SCADA to enable unified monitoring of assets, live performance visibility and faster identification of operational issues. This has strengthened control over asset performance, reduced unaccounted gas losses, limited revenue leakage and improved safety and operational transparency. SOUL also supports billing and revenue management, cashless transactions, faster CNG price changes and monitoring of unit profitability. Its scalable architecture supports ongoing network expansion and integration of new assets and geographies.

ATGL World (Integrated GIS): Digital Twin and Live Incident Response

The Integrated GIS platform brings together digital twin capabilities with live integration across SCADA, VTS and SAP, enabling end-to-end pipeline visibility. Outage-based customer alerts and geo-linked field event visibility support faster, coordinated emergency response and improved customer protection.

Excel-free Operations and Workflow Automation

Manual, spreadsheet-led processes are being replaced through digitised workflows across operations. Remote price change capabilities, smart logistics enablement and automated operational activities have reduced execution friction and strengthened auditability and control.

Partner Value Commerce (Project Harmony)

Project Harmony has automated transporter billing using live movement and operations data, reducing billing cycle delays and disputes through system-led traceability. The roadmap includes system-generated AMCs and automated vendor invoice processing to improve reliability, speed and partner experience.

EV PARAM: Digital Backbone for EV Operations

EV PARAM provides end-to-end digital workflows for EV operations, enabling process standardisation, operational traceability and AI-enabled recommendations to support scale-up on a digitally mature foundation.

Third Eye Analytics and Conversational Intelligence

Advanced analytics now consolidate operational KPIs across OT and IT systems into a unified business unit data lake, shifting the operating model away from static reporting towards data-led decisions. The “Talk to Data” experience adds a conversational layer, enabling leaders and teams to access governed enterprise insights in natural language for faster, more intuitive decision-making.

IT and Cyber Resilience

As digital operations and AI-led decisioning scale, IT governance and cyber security are being strengthened by design to protect data integrity, ensure system resilience and support safe adoption of new technologies.

Outlook

All digital initiatives are converging into the Integrated Business Centre (IBC), designed as a central command capability for pipeline and asset monitoring, emergency response, customer experience, commercial governance, project progress, physical security, gas sourcing oversight and real-time operational intelligence. As the digital core matures, the next phase will focus on wider use of AI and agentic frameworks to automate processes end-to-end and improve customer experience, while maintaining strong governance and cyber resilience.

Overview

Customer delight remains a core priority as our footprint, consumer base and service complexity grow. During FY 2025-26, the focus was on making customer interactions simpler, faster and more transparent across onboarding, billing, service requests and grievance redressal. With stronger digital adoption, service automation and hyper-local outreach, access and response time improved across PNG, CNG and EV customers, while safety, reliability and trust remained central to every interaction.

Delivering Consistent Customer Value

At the heart of this approach is an Omnichannel Customer Delight framework that handles complaints, service requests and enquiries through multiple touchpoints:

24×7 call centre operations for Gas, EV and CNG

Emails

WhatsApp

Adani Gas website and MyAdaniGas mobile app

Social media channels

Dedicated Customer Delight Offices and Nodal Officer desks

Adani Gas Mitra chatbot

Self Help Kiosk at Customer Delight Offices

Adani Gas Mitra at Local Shops

Doorstep CDC Mobile Van

This multi-platform setup has improved access for customers, enabled quicker response and reduced the need for physical visits, while maintaining service consistency across geographies.

Consumer Care to Consumer Delight Journey

Our journey “Care to Delight” reflects how the customer service model has evolved over time, from a reactive, service-led approach to a more structured, insight-driven and technology-enabled engagement model. The focus is no longer limited to resolving complaints, but on making interactions simpler, more predictable and more convenient for customers.

What began as a traditional consumer care setup has been strengthened into an integrated customer delight framework that improves how customers are listened to, supported and engaged across the service lifecycle. The emphasis is on anticipating needs, reducing friction in service processes and building long-term trust through consistent delivery.

This Four Pillar Guide to Proactive Delight

These pillars guide how customer interactions are designed, delivered and improved across PNG, CNG and EV services, ensuring that service quality, transparency and reliability remain consistent as the operating footprint expands.

Pillar 1 — Comprehensive Digital Initiatives

During FY 2025-26, the Agentic AI–powered Email Automation platform was operationalised, converting email communication into a faster and more consistent service channel. Earlier, emails were manually drafted with information pulled from ERP, often taking up to 48 hours. With GenAI and SAP integration, over 65% of customer emails are now handled automatically, with a target of reaching 80% automation in the coming year.

The system understands natural language queries, identifies customer intent, retrieves relevant billing or service records from ERP and generates personalised responses, typically within 10 seconds. This has significantly improved turnaround time and response consistency, while built-in checks ensure governance, compliance and audit readiness. The initiative has also freed up customer care teams to focus on complex cases that require human intervention.

Planned enhancements include multilingual email support, pattern-based learning and advanced analytics to further strengthen this channel.

Project Phase Automation (PPA) – Full-Journey Transparency

The customer onboarding and PNG installation journey was strengthened through end-to-end, real-time status visibility from application to commissioning. Customers receive clear milestones, transparent communication on charges and defined escalation mechanisms, improving predictability and reducing turnaround time.

During the year, the PPA platform was scaled to cover 100% of PNG move-in connections, with around 80% of move-ins completed within 15 days across covered geographies, improving both customer experience and operational efficiency.

Computer Vision-based Isometric Drawing Solution

Implementation progressed on a computer vision-based isometric drawing solution for PNG installations. The solution enables automated capture of the Bill of Materials (BOM) and identification of applicable additional charges through visual scanning of installed pipelines. This is expected to reduce pilferage of free-issue materials, improve billing accuracy and transparency, and lower customer complaints linked to billing discrepancies.

Cloud-Based IVRS and Emergency Complaint Redressal

The cloud-based, SAP-integrated IVRS with emergency redressal capabilities continued to improve response during critical situations and standardise service quality. During FY 2025-26, approximately 63% of emergency calls were handled through IVR automation, up from ~55% soon after launch, strengthening responsiveness and safety outcomes.

Self-Service Kiosks at Customer Delight Offices

Eco-friendly self-service kiosks deployed at Customer Delight Offices enabled walk-in customers to access key services including UPI bill payments, complaint and service request generation, master data updates, new connection enquiries, name transfers and refunds. Over 25,000 consumers have used these kiosks till date, helping reduce counter load and improve service convenience.

Digital Adoption – Key Metrics (FY 2025-26)

Pillar 2 — Convenience at the Customer’s Doorstep

Adani Gas Mitra – Hyperlocal Digital Access

FY 2025-26 saw the rollout of Adani Gas Mitra, a hyperlocal service model that brings services closer to neighbourhoods. The first kiosk was launched at Patel Pharmacy, South Bopal, Ahmedabad, the first customer service kiosk inside a local medical store. The plan is to deploy 50 such kiosks across Ahmedabad and other regions to build a dense network of self-service touchpoints. These kiosks enable bill payments, name transfers, after-sales requests, pipeline modifications, new connections, account statements, contact updates and refunds, matching the capabilities of a Customer Delight Office. Fully integrated with backend systems, they support real-time request logging, instant confirmations and seamless ticket routing.

Assisted automation allows trained shopkeepers to support customers who are less digitally comfortable, improving access, reducing footfall at offices and strengthening neighbourhood-level service presence.

Doorstep CDC (Mobile Van)

Branded mobile CDC vans with two executives visit societies and high-footfall areas to resolve queries, handle complaints, and promote digital platforms and reinforce PNG safety.

About 5,000+ customer requests and enquiries were addressed, with strong traction in new connection leads and geyser point sales.

The Programme Focuses on:

• Lead generation for PNG connections
• On-site complaint resolution
• Promotion of digital platforms for payments and service requests

Five additional vans are planned across geographies to further extend doorstep reach and improve service access.

Pillar 3 — Consumer Awareness & Education

Digital Drive Campaigns

Digital Drive campaigns were carried out through a mix of on-ground activations at high-footfall locations and online engagement, ensuring wide reach and strong recall. These campaigns focused on building awareness, encouraging safe usage and improving adoption of digital services.

Key Elements Included:

• Live demonstrations: Mock PNG setups at event venues to showcase ease of use and safety features
• Lead Generation: Customer engagement on PNG benefits, safety guidelines and available offers, along with generation of new DPNG connection leads through interactive formats
• Digital Platform Promotion: Introduction to the MyAdaniGas app for bill access, service requests and account management

Fraud Awareness Campaigns

To strengthen awareness on safe and secure usage, vernacular brochures and videos were shared with customers on:

• Self-billing
• WhatsApp bills
• e-NACH and digital payments
• PNG benefits and safety
• CNG benefits

These materials were distributed through meter readers and customer offices, and amplified across WhatsApp and social media channels to ensure wider reach and better recall.

Pillar 4 — Trust, Governance & Feedback

Real-Time CSAT on MyAdaniGas App

Customer feedback was shifted from paper-based surveys to real-time, in-app CSAT capture. Feedback is triggered automatically at key service touchpoints and reflected on live dashboards, enabling quicker corrective action. This has expanded geographic coverage of feedback and improved the speed at which service gaps are identified and addressed.

Transparent Grievance Redressal (PNGRB-Aligned)

A multi-layer grievance redressal framework is available across Call Centres, 24×7 Customer Delight Centres, Social and WhatsApp, Mobile App, Chatbot, Website, Email, SMS/Missed Call and Kiosk channels.

Nodal and Appellate Officer details are shared on customer invoices to enable transparent escalation. Further escalation options are available through MoPNG CPGRAMS and the proposed PNGRB portal, ensuring clear visibility of resolution pathways and accountability.

Outlook

The focus will remain on expanding intelligent automation, scaling neighbourhood-level access, advancing virtual and AI-based service platforms, and improving convenience and transparency for customers across the footprint.

Agentic AI Voice Bot (Planned for next FY)

A Customer Delight Centre powered by an Agentic AI voice bot is planned to go live next year, supporting natural voice interactions across 185+ query types covering PNG, CNG and EV services, billing, complaints and emergency escalation. The platform will enable complaint registration, account access, service ticket creation, status updates and routing of urgent cases to human agents.

Designed to move beyond menu-based IVRS, the voice bot will support free-flow conversations with contextual understanding, sentiment recognition and multilingual capabilities. The CDC will also operate as a walk-in digital pod, enabling end-to-end service without human intervention, while helping standardise service delivery and reduce operating costs.

Email Automation 2.0

The email automation platform will move towards 80%+ autonomy with multilingual support and learning loops.

Adani Gas Mitra Scale-Up

Neighbourhood kiosks will be expanded across high-footfall locations and society clusters to improve last-mile access across multiple Geographical Areas.

After-Sales Service & Customer Engagement Platform

A dedicated digital application is being developed to manage after-sales service requests and PNG modifications, enabling partner assignment, appointment scheduling and faster closure, improving turnaround time and customer satisfaction.

Overview

Our people remain central to ATGL’s growth. The HR function focuses on enabling early responsibility, faster learning and meaningful career progression, while building a work environment that supports performance, collaboration and ownership. Through focused learning initiatives, strong infrastructure and a supportive culture, we aim to create conditions where employees can contribute with confidence, grow in leadership roles and deliver impact on the ground.

Advancing People Development

Key People Initiatives During the Year Included:

• Delayering organisational structures to enable faster career movement and early leadership opportunities
• Operating each GA as an independent P&L to drive ownership, accountability and entrepreneurial thinking
• Expanding learning and development through Adani Skills & Education to build functional and leadership capabilities
• Increasing use of analytics, machine learning and AI in daily operations to support data-led decision-making
• Strengthening workplace infrastructure and collaborative spaces to improve engagement, productivity and belonging

Outlook

Going ahead, the focus will remain on strengthening leadership readiness, accelerating learning, and deepening employee engagement across the organisation. Continued emphasis will be placed on early responsibility, GA-level ownership, data-led decision-making and the responsible use of AI and analytics in daily operations. Investments in workplace infrastructure and employee experience will support collaboration, motivation and long-term performance as ATGL continues to scale.