Responsibility with Service Excellence
Customer experience and service excellence differentiate us in a regulated utility environment. By consistently delivering safe, reliable and accessible gas, integrating digital tools with physical infrastructure and ensuring continuous dialogue, we enhance customer experience across the lifecycle.
Our customer-first approach builds enduring trust across households, commercial establishments, and industrial clients, translating into strong loyalty, high retention and long-term business growth.
Our customer-first approach builds enduring trust across households, commercial establishments, and industrial clients, translating into strong loyalty, high retention and long-term business growth.Key Highlights, FY 2025-26
Customer-first Approach
We are committed to delivering a superior value proposition to our household, commercial, and industrial customers. Building long-term relationships rooted in reliability and responsiveness is central to our customer strategy.
We achieve this through uninterrupted gas supplies, with the highest safety standards and fair pricing across all customer segments. We work closely with government stakeholders to safeguard our customers from extreme market volatility. Superior customer experiences are delivered through ongoing service innovation and the integration of digital capabilities.
Our Customer Relationship Strategy
Key Focus Areas
- 24x7 gas supply with the highest safety standards
- Ongoing feedback and improvement
- Superior digital-driven experiences
- Timely grievance redressal and after-sales services
Value Proposition
- Faster gas delivery
- Multi-fuel solutions via CNG outlets
- Moderating gas price fluctuations in volatile markets
- Advocating responsible gas pricing with government stakeholders
Multi-channel, Lifecycle Engagement
- Emails and customer satisfaction surveys
- Online grievance and feedback mechanism
- Customer meets, reports and brochures
- Website, AdaniGas Mobile App and Social Media platforms
- Customer delight centres and 24x7 call centre
- Promotional and digital campaigns
Energy Security and Accessibility
Gas is an essential service, and its reliable and affordable access is a necessity. Through investments in best-in-class infrastructure and expertise in the gas value chain, we have strengthened our reputation as a dependable energy distributor.
How We Ensure Service Reliability and Quality
Resilient Infrastructure
- Extensive network of gas stations and pipelines for uninterrupted supply with consistent, timely, and quality services
- Preventive maintenance and safety audits
Strategic Partnerships and Sourcing
- Administered Pricing Mechanism (APM) Gas allocation: Contracts with Gas Authority of India Limited (GAIL) and Indraprastha Gas Limited, in line with Ministry of Petroleum and Natural Gas (MoPNG) guidelines
- Non-priority sourcing: Contracted and spot RLNG procurement from diverse sources for commercial and industrial PNG customers; intent-based RLNG and domestically-produced gas sourcing for non-priority consumers
- Domestic gas tie-ups: Agreements with Bharat Petroleum, Exploration (Alpha) Limited and Reliance Industries Limited
- RLNG diversification: Short and medium-term contracts with GAIL and Gujarat State Petroleum Corporation Limited, linked with Henry Hub and Japanese Crude Cocktail indices
Managing Volatility and Uncertainty
- Short and medium-term contracts to manage price fluctuations in spot contracts
- Hedging to manage price volatility, ensure stable supply and protect cashflows
We further maintain continuous dialogue across the customer lifecycle through a multi-channel architecture to address their evolving requirements and improve service. These structured efforts help enhance customer retention, contributing to long-term business growth and value creation.
Adani Gas Mitra: Expanding Digital Reach Through Hyper Local Access
The Idea
In FY 2025-26, ATGL launched Adani Gas Mitra, a neighbourhood kiosk model, strategically designed to bring customer services closer to the communities. The first kiosk at Patel Pharmacy in South Bopal, Ahmedabad, marked a shift towards locally embedded, accessible service delivery.
What It Delivers
These compact, intuitive kiosks replicate a full-scale customer office and offer services, including bill payments, name transfers, after-sales requests, pipeline modifications, new connection applications, account statement access, contact detail updates, and refund requests. Integrated back-end systems ensure real-time request logging, instant confirmations, and seamless ticket routing.
Trained local shopkeepers guide customers in navigating digital systems, making this model unique. This grassroots approach improves service access, reduces footfall at physical offices, and promotes community-centred engagement.
Way Forward
ATGL plans to scale to 50 such kiosks across Ahmedabad and other operating regions, building a dense, citywide network of self-service touchpoints that will expand digital access and strengthen neighbourhood service presence.
Elevating Service Delivery Digitally
Tech-led innovations play a critical role in service excellence and customer-centric experiences. We have embedded digital tools across the customer lifecycle, empowering them to better connect, interact and transact.
GRI 418-1 requires one of the following:
- Number of substantiated complaints regarding breaches of customer privacy, or
- A clear statement that no substantiated complaints were received during the reporting period.
Digitising Transactions at Scale
Makes everyday transactions simpler, faster and more accessible for customers
Digital Ticket and Request Management
Facilitates handling of service ticket via app, website, and IVRS for faster resolution
Automated Resolution
Prompt information delivery and resolution for customers through automated answering via an agentic AI email bot and WhatsApp
Self-Service Kiosks (SSKs) and Self-Billing
Empowers customers to complete routine transactions independently, improving convenience and turnaround times
Cloud-based SAP-integrated IVRS
Enables efficient management of customer interactions and emergency calls through automated digital channels
Doorstep CDC (Mobile Van)
A branded mobile CDC with two executives visits multiple residential societies to resolve on-site queries, promote digital tools and reinforce PNG safety. Across the drive, 5,000+ requests, complaints and enquiries were addressed, and significant new connection and geyser point were sold through targeted engagement.
Key Focus Areas
Lead Generation – Engaging with potential customers to increase the adoption of PNG (Piped Natural Gas) connections
Complaint Handling – Providing immediate assistance to resolve customer grievances on-site
Promotion of Digital Platforms – Educating customers about ATGL’s online services and encouraging the use of digital platforms for bill payments, service requests, and other utilities
Way Forward
We are targeting to deploy 05 more vans at different geographical locations to increase doorstep service and customer satisfaction.
Agentic AI Email Automation Platform (GenAI + ERP Integrated)
The Challenge
Customer emails were earlier handled manually, with executives retrieving data from the backend ERP systems and drafting responses. This would typically take up to 48 hours, limiting speed and scalability in a growing service environment.
The Transformation
In FY 2025-26, ATGL operationalised its Agentic AI-powered Email Automation Platform that integrated Gen AI and SAP. The system transformed email communication into a fast, intelligent, and fully automated workflow. It interprets natural language queries, understands customer intent, retrieves relevant service records or billing details from ERP, and generates a personalised response within 10 seconds.
The Impact and Way Forward
Today, over 65% of customer emails are auto-responded with minimal manual validation, with a target of 80% next year. Built-in governance checkpoints ensure compliance, and audit-readiness.
The platform enhances response speed, accuracy and consistency while freeing teams to focus on complex cases that require deeper human engagement. Upcoming enhancements include multilingual email support, adaptive learning, and advanced analytics to further strengthen ATGL’s intelligent service architecture.
Project Phase Automation (PPA) – Full-Journey Transparency
ATGL has strengthened the customer onboarding and PNG installation journey by enabling end-to-end real-time status visibility, from application through commissioning. Customers are provided with clearly-defined milestones, transparent communication on charges, and structured escalation mechanisms, resulting in improved service predictability and faster processing timelines.
During the year, the PPA platform was scaled to support 100% of PNG move in connections, with approximately 80% of move-ins completed within 15 days across covered geographies. This has contributed to a more consistent customer experience and enhanced operational efficiency.
Computer Vision-Based Isometric Drawing Solution
In parallel, the Company is advancing the implementation of 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 initiative is expected to significantly reduce pilferage of free issue materials, enhance accuracy and transparency in billing, and minimise customer grievances related to billing discrepancies.
Enabling 360° Digitalisation with MyAdaniGas Mobile App
320K MyAdaniGas App downloads
MyAdaniGas Mobile App serves as a single platform for multiple service functionalities, simplifying customer journeys and boosting digital service adoption. Available in Hindi, English and Gujarati, it enables seamless digital completion of transactions, including managing PNG service requests, billing, payments with flexible options, name transfers, and refunds. The app also supports Optical Character Recognition (OCR) based self-billing, installation journey tracking, complaint registration, and multi-lingual billing.
The app has emerged as a preferred and transparent platform for customers, serving their diverse needs in real time. It has also contributed significantly to environmental sustainability, eliminating the need for physical visits and lowering travel-related carbon emissions.
Building Awareness on Safety and Services
As a responsible gas distributor, we recognise our duty of care toward customers. Sensitising and keeping them updated through engagements is therefore integral to our operations.
Our Unique Engagement Platforms
Digital Drive Campaigns and Social Media
- High-footfall outreach, influencer-led social media promotions, campaigns to raise customer awareness on PNG safety, benefits, and discount schemes
Fraud Awareness Campaigns
- Dissemination of vernacular brochures and videos on self-billing, WhatsApp bills, e-NACH, digital payments, PNG benefits and safety, and CNG benefits, via meter readers/offices and amplification through WhatsApp and social channels
- Fraud messages are also broadcasted through WhatsApp for customer awareness
Transparent Grievance Redressal (PNGRB-Aligned)
- A multi-layer funnel spans Call Centre, 24×7 CDC, Social/WhatsApp, App, Chatbot, Website, Email, SMS/Missed Call and Kiosk
- Nodal and Appellate Officers details visible on invoice for transparent escalation and resolution of grievance
- Provision for escalation through MoPNG CPGRAMS and the proposed PNGRB portal
Elevating Customer Service Excellence
Infrastructure and System Support
We have established customer support centres to address diverse customer needs and grievances. Our ATEL Contact Centre provides 24x7 assistance for timely and reliable support. The Customer Delight Centres (CDCs) facilitate direct engagement with the team for complex or high-touch requirements.
Grievance and Feedback Management
We are focused on maintaining responsiveness, transparent communication, and consistent service outcomes. Our grievance redressal framework ensures swift acknowledgement, tracking, and closure of customer complaints. Aligned with Petroleum and Natural Gas Regulatory Board (PNGRB) guidelines, it has a defined mechanism for reporting, escalation and timely resolution.
We further conduct regular Customer Satisfaction (C-SAT) surveys via mobile app to gain real-time insight into customer expectations, service gaps, and evolving requirements. These are systematically analysed towards refining processes and improving service quality.
Customer Satisfaction Score
| Particulars | FY 2021-22 | FY 2022-23 | FY 2023-24 | FY 2024-25 | FY 2025-26 | Target for FY 2026-27 |
|---|---|---|---|---|---|---|
| Customer satisfaction rate (%) | 80 | 85 | 73 | 82 | 87.94 | 90 |
| % customers covered through engagement survey | 0.38 | 0.13 | 0.23 | 0.11 | 0.14 | – |
