Adani Electricity Mumbai Limited’s grievance redressal system From Internal Complaint Redressal System (ICRS) to the Consumer Grievance Redressal Forum (CGRF) AEML established an effective grievance redressal system - Internal Complaint Redressal System (ICRS). Consumers can file complaints online, escalations overseen by divisional heads to ensure a timely response. Unsatisfied consumers can escalate their grievances to the Consumer Grievance Redressal Forum, operating through a user- friendly web module; this makes it possible for consumers to register and track complaints, making the Company a customer service benchmark. Customer data privacy The Adani Portfolio’s comprehensive Cyber Security Policy addresses data privacy, ensuring a strict compliance with applicable regulations and global best practices. Customers and partners are empowered to engage with a dedicated Adani team through email / phone to highlight personal data-related concerns. The aggregated information (names, addresses, emails, mobile numbers, bank account details, PAN, and GST numbers) helps generate invoices and seamless payment. This data is securely stored and protected. The Group professes the highest data confidentiality standards, refraining from sharing customer information with third parties (unless mandated by government agencies for statutory compliance). The Adani Portfolio prides on its exemplary track record. In FY 2022- 23, there were zero substantiated incidents involving breaches, theft, leaks, or loss of customer data or critical information, validating the highest data privacy and security standards. Digitisation The deployment of advanced technologies (automation and analytics) improved operational outcomes. These technologies optimised processes, minimised errors, and elevated customer engagement. The Group promoted digital empowerment, employing diverse channels including in- person interactions, communication platforms, and automated calls to encourage digital payments. Nearly 97% of ATGL revenues were received digitally, one of the highest such proportions among Indian utilities. Its dedicated Customer Delight Center team played a pivotal role in guiding customers through this transformative digital journey, facilitating seamless electronic and cashless transactions. Addressing passengers with reduced mobility The Desk of Goodness & Reach programme was designed to assist passengers with reduced mobility, senior citizens and first-time travellers. This technology-based solution uses artificial intelligence to identify such cases, sending instant prompts to on-ground teams to assist guests in real-time. Deployed at the Ahmedabad airport from April 2022, guests served were approximately 3200 until the end of FY 2022-23 programme (to be deployed across other airports). Technology-based AAHL initiatives Enhanced information security and customer satisfaction AEML is aligned with a series of global standards (ISO 27001, ISO 22301, ISO 27031, and ISO 20000- 1). These certifications ensure data Confidentiality, Integrity, and Availability (CIA) in line with best practices in the areas of information security and business continuity. AEML addresses customers (internal and external) through streamlined data center operations and services. These initiatives are regularly assessed by the governance team and certified by third-party vendors. Airport business: Passenger feedback and grievance redressal tool At the Adani Portfolio, effective customer relationships management is crucial for long- term business success. The Group’s goal is to engage with customers, understand requirements and improve their experience. The Group developed a robust customer relationship management system, processes, policies, and guidelines complemented by feedback through channels (below). Timelines for closure of feedback, grievances (written in nature) All acknowledgements are sent to users within 24 hours of receipt. All grievances are closed within 28 days of receipt through a final resolution. All queries are responded within 48 hours of receipt. Emails Social media Qr Code-based feedbacks Calls AirSewa Information kiosks Website form Complaint register Feedback forms AESL customer data protection AESL believes that customers are the true owners of their data, without whose consent no data can be collected, processed, or used. ATL educates customers on data use (nature and purpose of customer information captured and data and information protection). The Company reported no customer privacy breaches in FY 2022-23. Customer data was stored in SAPISU and CRM applications. Customer data from SAP-ISU was exchanged through various services to the website, mobile application, payment aggregators and chatbot services. Voice of Customer (VoC) digitised QR code-based feedback mechanism Customer relationship management & data platform Deployed feedback mechanism for digitised collection of feedback A single platform for a 360-degree view of the customer behaviour Launched customer service module ESG Report 2022-23 163 162 Adani Group