Residential Credit Policy
Doing business with ease
With our billing and payment options, you can pay your bill every
month without writing a check or enroll in SRP Budget Billing™ to
better manage high summer bills. You can even choose the due date
for your electric bill. The information below explains our credit
practices and describes customer programs that can save you time and
money. For more information, call (602) 236-8888.
Answers about your electric account and optional programs/services
What information do I need to provide to establish electric service?
When you request electric service, we will ask you for information that
allows us to positively identify you and determine your
creditworthiness. Appropriate ID, as determined by SRP, is required to
establish your service. This includes, but is not limited to, your Social
Security number. For your protection, our frontline service personnel
are able to view only the last four numbers of the ID on file once it is
entered into our system. We take your personal identity protection seriously and have implemented stringent measures to safeguard your personal information.
Why do I need to pay a deposit?
We require a deposit because we bill for services after they have been
provided. Our standard residential deposit is $275. In many cases,
deposits can be waived with a good credit rating. We use a credit
reporting agency to assist in making that decision. A returned check or
service disconnection may result in the assessment of an initial or
additional deposit.
When do I get my deposit back?
The deposit you pay will remain on your account for at least
18 months. You will earn interest on your deposit at an average
certificate of deposit (CD) rate paid by local financial institutions. We
will pay you the interest as a credit on your January bill once we have
held the deposit for at least six consecutive months. We will review the
interest rate annually and adjust it as needed.
The deposit, along with any unpaid interest you have earned, will be
applied to your bill on the 19th month of continuous service if we have
your Social Security number in our records and have received your
payments by the due date each month.
If you turn off your service before your deposit is applied, the deposit
and any unpaid interest you have earned will be applied to your final
bill. If applying the deposit results in a credit balance on your account,
the balance will be refunded to you by a check sent to the mailing
address you provide us when you turn off your service.
Can I establish more than one account in my name?
Yes, you can have multiple accounts in your name. You will be asked
to assume full financial responsibility for all bills on each additional
account. If the bills are unpaid, we will hold you responsible for
payment.
We will waive deposits on your second and third accounts if you have
a satisfactory credit rating and have provided your Social Security
number. We will require a deposit on the fourth account in your name
regardless of your credit rating.
If you have four or more residential accounts in your name, they may
be considered businesses and be subject to the SRP Credit Policy for
SRP Business Customers.
How can I pay my SRP bill?
We are pleased to provide you a variety of options for paying your bill. Many customers enjoy the convenience of automatic payment or paying online.
- Mailed payments can be made with a personal or business check,
cashier's check or money order. Payments can be mailed to:
SRP
P.O. Box 80062
Prescott, AZ 86304-8062
- SRP SurePayTM(a direct-debit payment program) automatically
withdraws funds from your designated bank account 10 days after the bill date.
- Our e-ChexTM service lets you
pay by check online at srpnet.com, over the phone, or at our
SRP PayCenters®.
- SRP PayCenter payments can be made with cash or e-Chex. To pay by e-Chex at a PayCenter, you must first set up your account for the e-Chex payment option. Please call us at (602) 236-8888 to register or go online to My Account. Locations of SRP PayCenters are aslo online.
- SRP Customer Service Office in person payments can be made with a
personal or business check, cashier's check or money
order. For the safety of our customers and employees, we cannot
accept cash over the counter. However, there are PayCenters
at each office that accept cash payments.For the location and hours of the offices and SRP PayCenters near you, please call us at (602) 236-8888 or view locations online.
- Credit or debit payments of $500 or less can be made through
NCO Services Group for a fee; SRP does not take credit or debit card
payments directly from customers. To make a credit or debit card
payment by phone, please call NCO at (800)
741-9099. Speech- and hearing-impaired people can use NCO's TDD
line, (800) 367-8939. Online credit or debit card payments also can be made at srpnet.com/payment/creditcard.aspx.
Please note: SRP cannot guarantee continuous service if you pay
through unauthorized payment processors, including your bank's
online payment program, which may not remit your payments to SRP
in a timely manner. If SRP does not receive payment by the due date
on the bill, a late-payment fee may apply and your service may be subject to disconnect.
Can I change the date my bill is due?
Yes, the Custom Due Date™ option lets you choose a due date for
your electric bill that's convenient for you. You can select almost any
day of the month for your due date. We're happy to make your
budgeting a little easier with this free service.
Are there any programs to help me budget my electric bill?
Budget Billing™ helps you balance the seasonal highs and lows
of your electric bill to make your payments predictable each month.
We total your annual energy cost for the previous year
and divide it by 12. We will review your usage periodically for any
significant changes and adjust your payment amount if necessary. You
may enroll in Budget Billing throughout the year. However, the best
time to enroll is around October in order to build a sufficient credit in
your account to cover your usage during the summer. Your enrollment
in Budget Billing will be canceled if you miss two payments within 12 months.
Can I view my bill online?
You can view and print up to three years of past bills. You can also
receive automated email and text notifications that alert you of certain
conditions on your account, including when your bill is available, when
payment is due and past due, and when a payment is confirmed. In
addition, you can elect to stop paper bills. Go to your account to view your bills and select as many e-Notification options as you like.
What happens if my bill payment is late?
Regular monthly bills are due when billed. If we don't receive your
payment by the close of business on the 21st day after billing, your
account becomes delinquent. We will then mail you a reminder notice
and charge you a late fee. If we do not receive payment by the close
of business on the 28th day after billing, we may disconnect your
electric service without further notice.
If you think you will have difficulty paying your bill, call us before your
account becomes past due. We may be able to extend your payment
deadline, or in special circumstances, we may be able to direct you to
social service agencies for financial assistance.
To restore your service that has been disconnected because of
nonpayment, you may need to pay us all amounts you owe, plus
additional security deposits and reconnection fees. If we receive a
returned check from your bank or disconnect service because of
nonpayment, we may charge you an initial or additional deposit.
Final bills on closed accounts are due within 14 days of the bill date.
If you have not made a payment or payment arrangements by the final
bill due date, we may transfer the balance you owe to a related
residential or commercial electric account. If we do not have an active
account to transfer your unpaid final bill to, we will refer your account
to a collection agency. The collection agency will report the delinquent
account to the major credit reporting agencies.
What if I need more time to make a payment?
We may be able to help you if your account qualifies for a payment
extension. You may be able to receive up to three payment extensions in 12 months, depending on the amount you owe, if your account:
- Has been active more than six months
- Has no existing extension
- Has no unpaid extension in the current or prior month
- Is not on Custom Due Date*
*This restriction does not apply to accounts served with a smart meter that SRP reads remotely.
What happens if my check/item is returned?
If a check or other payment item (such as a credit or debit card, SurePay or
e-Chex payment) is returned or denied by your financial institution, we
will require immediate repayment with cash, a personal or business
check, a cashier's check or a money order. We will charge you a fee
for processing the returned check/payment item.
If your account has two or more returned checks/payment items in
12 months, we will designate the account as cash-only, and your
payments will need to be made with cash, a cashier's check or a
money order until your account no longer has a cash-only status.
We will disconnect your service without further notice if your check/
payment item is returned under one or more of the following
circumstances:
- You received notice of a pending disconnection for nonpayment.
- You paid us with the check/payment item to restore your service we
disconnected for nonpayment.
- You paid the required deposit to turn on service with the check/payment item.
Under any of these circumstances, payment will then need to be made
with cash, a personal or business check, a cashier's check or a money order to reconnect service.
Can a third party be notified if an account becomes delinquent?
If an account becomes at risk for disconnection, we can notify a Safety Net partner (third party) of your choice. The partner may be an individual or agency. All requests for such notices must be in writing before the account is delinquent.
Are there any special provisions for life-support equipment?
If someone in your household requires medical life support equipment that is in use and essential to sustaining life, you may be eligible for our Medical Life Support Equipment Discount of $17 per month. We have a certification process, and only specified medical equipment
qualifies you for this discount. Once you're certified, your application
is good for 12 months. We require annual recertification to extend
your discount beyond one year. Please be aware that we cannot
guarantee electric service at all times, nor can we provide electric
Economy Price Plan. Please contact us to see if you qualify.
Are there any special provisions for customers with limited incomes?
Our Economy Price Plan offers a $17-per-month discount to eligible customers with a household income at or below 150% of federal poverty guidelines. Federal income guidelines are subject to change without notice. Current qualifying income levels are:
# people in household |
|
1 |
$1,362 |
2 |
$1,839 |
3 |
$2,316 |
4 |
$2,795 |
5 |
$3,272 |
6 |
$3,749 |
Over 6 |
Add $477 for each additional person |
This discount cannot be combined with the Medical Life Support Equipment Discount.
What if I have a dispute about my electric service?
You may dispute a bill you think is in error by calling or writing us.
We will not disconnect service for nonpayment of the amount you
dispute provided (1) you notify us before the bill becomes delinquent and (2) you pay all other undisputed charges when due. Write us at:
Research and Communication Services, CUN163
SRP
P.O. Box 52025
Phoenix, AZ 85072-2025
You can also e-mail us at corrsvcs@srpnet.com, or call (602) 236-8888.
If you are not satisfied with the outcome of your dispute, you
may ask for a special review. If your annual usage is less than
100,000 kilowatt-hours, our Consumer Ombudsman Office will
investigate your dispute in an effort to resolve the problem. Otherwise,
our Executive Dispute Resolution Committee (EDRC) will review your
dispute. In both cases, the decision from the Consumer Ombudsman
Office or EDRC is our final determination on the matter.
Current charges
The following service charges and fees are in effect as of Jan. 1, 2012 and are subject to sales tax and may change as SRP's costs change.
Late fee is 2% of the billing amount, with a $5 minimum
Service establishment fee: $30
Returned payment: $18
Field visit: $35
High-bill audit: $55
Disconnection at meter: $55
Disconnection at other than meter/j-box: $248
Disconnection at j-box or transformer: $321
Customer-damaged meter lock rings: $58
Theft investigation (per hour): $90
Meter reading - no access: $25
Damaged M-Power® user display terminal: $133