Alternative dispute resolution
SRP is committed to achieving the highest possible customer satisfaction and quality service. To further these goals, SRP offers alternative dispute resolution (ADR) services through its Consumer Ombudsman office.
Because SRP is not an investor-owned utility, electric and water service-related disputes are not under the jurisdiction of the Arizona Corporation Commission. If you have an unresolved complaint or problem with SRP, or if you are involved in a dispute with a neighbor over an SRP issue, the Consumer Ombudsman office can help.
The Consumer Ombudsman office works with customers to settle unresolved disputes and is often instrumental in serving as a catalyst for revision of SRP service-related policies and programs, as well as recommending new practices to better serve customers.
First, SRP customers are requested to try and resolve disputes with the department in which the conflict arose. Customers who follow the appropriate channels within that department and still believe their dispute has not been satisfactorily resolved are encouraged to contact SRP's Consumer Ombudsman office.
The Ombudsman office independently investigates complaints and helps customers achieve a fair resolution of the dispute. If necessary, a meeting will be arranged for the customer with SRP's hearing officer.
At the hearing, both the customer and representatives from the appropriate SRP department have the opportunity to present their side of the issue. Each dispute is judged on its own merits and the hearing officer's decision is SRP's final determination on the matter.
Mediation is available to both water shareholders and electric customers who have a dispute with one another and need help in resolving their problem. Disagreements range from irrigation problems among neighbors to power theft and conflicts over who should pay an electric bill.
Mediation is an informal process whereby an impartial, third party SRP mediator meets with the disputing parties to help resolve the issue. An SRP mediator serves to assist in the resolution process by facilitating the discussion in a safe, comfortable environment.
SRP mediation services can help bring about constructive discussions and resolution options, save expensive litigation or arbitration costs, and prevent future problems from arising.
SRP's mediation services are free and voluntary and are conducted by an experienced mediator from SRP's Consumer Ombudsman office. All disputing parties must agree to participate for a mediation to be held. If requested, the SRP mediator will contact the parties involved in the conflict to determine if they are interested in the mediation service.
For more information or to register a complaint or request mediation, please complete our online Dispute resolution form, send
an e-mail to ombuds@srpnet.com, or call
or write:
SRP Consumer Ombudsman
Consumer Affairs, PAB 240
P. O. Box 52025
Phoenix, AZ 85072-2025
Phone: (602) 236-2196
Fax: (602) 236-2043