Mumbai residents raise concerns over smart electricity meter rollout

Residents in Virar protest against smart electricity meters, alleging inflated bills, faulty billing and inadequate grievance redressal. Pics/By Special Arrangement

Residents across Mumbai and the Mumbai Metropolitan Region (MMR) have raised serious concerns over the ongoing rollout of smart electricity meters, alleging unexplained spikes in electricity bills, faulty billing, arbitrary disconnections and poor customer support.

Consumers from Mumbai, Thane, Badlapur and Virar told mid-day they witnessed bills doubling or even tripling despite no significant change in electricity consumption. Several said they have sought meter testing but are still awaiting action, while consumer activists have accused utilities of financial irregularities, violations of government guidelines and breaches of consumer rights. Power companies are expected to respond to the allegations in the next part of this series.

RDSS compliance questioned

Residents stage a protest in Matunga against the installation of smart electricity meters, alleging inflated bills and lack of transparency

Activists allege:
>> Installations continue despite RDSS officially ending in March 2026
>> Private utilities are procuring meters through third-party manufacturers
>> Procurement and installation costs are allegedly far higher than actual purchase prices

Priya Pai
"If utilities are buying meters for a fraction of what consumers ultimately pay, serious questions arise about compliance with the scheme and transparency in procurement."

Consumer rights

Residents protest against the rollout of smart electricity meters in Vile Parle, raising concerns over billing and consumer rights

Activists argue consumers may not have been adequately informed about:
>> Meter replacement
>> Prepaid versus postpaid options
>> Consent requirements
>> Legal Metrology certification
They also question whether replacing every functioning meter limits consumer choice under Electricity Act.

Confusion over prepaid meters

According to activists, government messaging has shifted repeatedly:
Initially: Smart meters would not be installed
Later: Only prepaid meters would not be installed
Subsequently: Smart meters may eventually become prepaid

Prashant Gajjar
"Contradictory statements have confused consumers and weakened public confidence."

Common complaints

>> Bills doubled or tripled after smart meter installation
>> No increase in electricity usage despite higher bills
>> Consumers awaiting meter accuracy tests
>> Difficulty reaching call centres and chatbots
>> Electricity disconnected despite pending complaints
>> Confusion over prepaid and postpaid meters
>> Consumers allege meters installed without consent

Activists raise larger questions

Consumer activists Priya Pai, Prashant Gajjar and Kamlakar Shenoy have alleged that the smart meter rollout suffers from financial, legal and regulatory irregularities. They have demanded greater transparency from utilities and the government. Activists are alleging financial concerns

>> National RDSS allocation announced at around Rs 3.03 lakh crore
>> Around Rs 1800 crore reportedly spent in Mumbai
>> BEST allegedly sanctioned only Rs 659 crore
>> Functional digital meters being replaced
>> Consumers allegedly paying despite public funding

Kamlakar Shenoy
"Crores of taxpayers' money have already been spent on procuring smart meters, yet consumers are again being asked to bear replacement costs. Authorities must explain how public money is being utilised."

What next?

Tomorrow: Power companies respond to the allegations and explain the smart meter rollout, billing mechanism and consumer grievance process.

Consumer voices

Anna Tony, Santacruz
‘Our electricity bill usually never crossed Rs 7000, but it jumped to Rs 11,000 in April and Rs 14,000 in May. Our landlord never informed us that a smart meter had been installed and our usage has remained the same. Last year, even when the AC was running almost throughout the day and night, we consumed around 600 units. But our April and May bills show nearly 999 units, even though two of the four of us were out of town for almost 20 days. I simply don't understand how that's possible.'

Robin Viegas, retired electrical engineer, Kalina
‘My smart meter was installed on March 31, but I am still not being billed under the Time of Day tariff, so I don't receive the rebate for daytime usage. After I received a WhatsApp alert about a possible leakage, the chatbot couldn't understand my complaint, emails went unanswered and calls to the helpline kept getting disconnected. In short, the meters are getting smarter while the customer agents and chatbot are turning dumb.'

Sanjay Sharma, Vakola
‘Our electricity was disconnected for maintenance from January to May because of an overload issue, yet we continued receiving monthly bills of over Rs 1000. A smart meter was installed in June without our consent. We received neither an email nor a hard-copy bill, and only discovered it online after our tenants lost power on July 16. We paid immediately and the supply was restored, but we never agreed to a prepaid smart meter and want our postpaid meter back.'

Ankit Verma
‘Before the smart meter, our monthly bill was consistently between Rs 500 and Rs 1000. We haven't increased our consumption, yet for the past two months we've been billed over Rs 3000. I've asked MSEDCL to test the meter and verify my billing history. Consumers shouldn't be forced to pay inflated bills unless the utility can scientifically prove the higher consumption is genuine.'

Ashish Soni, Badlapur
‘My monthly bill has been around Rs 850 for the past five years, but suddenly I received a bill of Rs 7250 for two months despite no significant change in consumption. I paid for meter testing on June 17, but despite follow-ups, I've only been told to wait and pay the bill to avoid disconnection. Unless meter is tested and my complaint is resolved, I will not pay disputed amount.'

Jayant Bagdu, Bhandup
‘We are bachelors living in Bhandup and use electricity mostly at night. Yet after the smart meter was installed, we received bills of Rs 10,080 and Rs 9380 in two months. The local office says the bills are normal, but we want them revised and billing based on the actual meter readings.'

Dharmendra Keshavrao Verma, Virar West
‘Our consumption was always around 200-300 units, but the bills suddenly showed it rising to 407 units in April, 599 in May and 700 in June. We asked the power company in April to check the meter and withheld payment for May while waiting for a resolution. Officials visited on July 1, but on July 17 our electricity was remotely disconnected through the smart meter. We were never informed that the meter had been replaced, received no prior notice of disconnection and have been left without power for two days.'

By the numbers

Complaint Reported by consumers
Previous monthly bills Rs 500-Rs 1,000 (many cases)
New monthly bills Rs 3000-Rs 14,000
Highest reported jump Rs 850 to Rs 7250
Units consumed in one case Around 600 to nearly 999 units
Pending complaint before Up to one month
disconnection