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 pay the same amount each month to manage high summer bills. You can even choose the due date for your electric bill. This information explains our credit practices and describes customer programs that will save you time and money.
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 to determine your creditworthiness. This includes, but is not limited to, your social security number. For your protection, our front-line service personnel are only able to view the last four numbers of your social security number once it is entered into our system. We take your personal identity protection seriously and have implemented stringent measures to safeguard your personal information. We do not sell or share your information with others.
Why do I need to pay a deposit?
Since SRP bills customers for services after they have been rendered, we require a deposit. In many cases, deposits can be waived with a good credit rating. 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 a minimum of 18 months. Customers receive an interest credit on their January bills provided SRP has held the deposit for at least six consecutive months. The interest rate is reviewed annually by SRP and adjusted to reflect an average certificate of deposit (CD) rate paid by local financial institutions.
The deposit, along with any accrued interest, will be applied to your account on the 19th month of continuous service if we have your social security number in our records, your payments have been received by SRP by the due date each month, and there is no delinquent amount owing on your current bill. If you turn off your service before your deposit is applied, the deposit and any accrued interest will be applied to your final bill and any remainder will be refunded to you.
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 in your name. Deposits may be waived if you have a satisfactory credit rating, and have provided a social security number as identification as determined by SRP, on the second and third additional account. A fourth additional account in your name will require a security deposit regardless of your credit rating.
Customers with more than four (4) residential rated accounts may be considered businesses and subject to the SRP Credit Policy for 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.
- Mail. Payments to SRP can be made by mail with a personal check, cashier's check or money order. Payments can be mailed to:
SRP
P.O. Box 2950
Phoenix, AZ 85062-2950
- SurePayTM. We offer a 1% discount on SRP energy and delivery charges when you sign up for SurePay. SRP will automatically withdraw funds from your bank account 10 days after the bill date.
- Credit card. One-time, fee-based credit card payments for amounts of $500 or less can be made through NCO Services Group (a third-party company). To make a credit card payment by phone, please call (800) 741-9099; speech- or hearing-impaired may use NCO's TD line, at (800) 367-8939. Online credit card payments also can be made.
- e-ChexTM. This service lets you
pay by check online, over the phone, or at our
SRP PayCenters®. Payment through our Web site, our automated phone system, or PayCenters is free. If payment is made with assistance from a customer service representative, a fee of $6 plus tax will be charged for the second and subsequent payments made on any account in a 12-month period.
- SRP PayCenter. You can pay your bill with cash or e-Chex at any of the automated SRP PayCenters located throughout the Valley. To pay by e-Chex at a PayCenter, you must first be registered with us. Please call us at (602) 236-8888 to register. View SRP PayCenter locations near you.
- Customer Service Offices.
You can pay in person at any of SRP's Customer Service Offices during business hours. Checks and money orders are accepted. For your safety and the safety of our employees, we are unable to accept cash at the counter at the Customer Service Offices. For the location and hours of the offices and SRP PayCenters near you, please call us at (602) 236-8888 or view locations online.
Please note: SRP cannot guarantee continuous service if you pay through nonauthorized payment processors who may not remit your payments to SRP in a timely manner. If payment is not received by SRP by the due date on the bill, a late payment fee may apply and your service may be disconnected.
Can I change the date my bill is due?
Yes, our 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 electric bill 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?
Yes, our Managed Payment PlanTM (MPP) averages your bills over a 12-month period so you can pay the same amount every month, provided that your pattern of electric usage and electric rates does not change. MPP helps you budget high summer bills. MPP accounts are reviewed periodically and, if appropriate, your payment may be adjusted to reflect significant changes in usage or prices. You may enroll in the MPP year round. Your enrollment in MPP will be cancelled if you miss two consecutive payments.
Can I view my bill online?
Yes, go to your account and select the "e-Notification" option and sign-up to receive e-mail and/or text message reminders when your bill is ready to view, when payment is due, when payment is past due, and even a confirmation of your payment posting. You can even elect to stop receiving your paper bill. We will retain three years of billing history for you. Some exclusions apply.
What happens if my bill payment is late?
Regular monthly bills are due upon issue. If we don't receive payment by the close of business on the 21st day after billing, the account becomes delinquent. We will then mail a reminder notice to you, and a late fee (currently, the greater of $5 or 2% of the billing amount plus tax) will be added to the account. 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 foresee difficulty in paying a bill, call us before the account becomes past due. We may be able to extend your payment deadline on amounts due, or in special circumstances, we may be able to direct you to social service agencies for financial assistance.
To restore service disconnected due to nonpayment, you may need to pay SRP all amounts owing plus any additional security deposits and reconnection fees. A returned check or service disconnection may result in the assessment of an initial or additional deposit.
Final bills on closed accounts are due within 14 days of the issue date. If payment or payment arrangements are not made on or before the final bill due date, the balance owing may be transferred to an appropriate active SRP account, including a related residential electric account. If SRP does not have an active account to which to transfer an unpaid final bill, the account will be referred to a collection agency.
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. Up to three payment extensions in a 12-month period may be available, depending upon the amount owed, if the account:
- Has been active more than six months
- Has no existing extension
- Has no unpaid extension in the current or last month
- Is not on Custom Due Date*
*This restriction does not apply to accounts served with a smart meter that is read remotely by SRP.
What happens if my check/item is returned?
If a check or other payment item (such as a credit card, SurePay, or e-Chex payment) is returned or denied by your financial institution, SRP requires immediate repayment with cash, cashier's check or money order. A fee will be charged for processing the returned item.
If an account has two or more returned items in a 12-month period, we will designate the account as cash only, and payments will need to be made with cash, cashier's check or money order until the account is no longer a cash only status.
Service will be disconnected without further notice if an item is returned under one or more of the following circumstances:
- You received notice of a pending disconnection for nonpayment.
- You paid SRP with the item to restore service that was disconnected for nonpayment.
- You paid your deposit with an item.
Payment will then need to be made with cash, cashier's check or 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.
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 $15 per month. There is a certification process, and only specified medical equipment qualifies a customer for this discount. Once certified, the application is good for a 12-month period. Annual recertification is required to extend the discount beyond one year. Please be aware that electric service cannot be guaranteed at all times, nor be provided in the event of nonpayment. The discount cannot be combined with the 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 $15 per month discount to eligible customers with a household income at or below 150% of federal poverty guidelines. Effective through June 30, 2010, qualifying income levels are:
# people in household |
|
1 |
$1,355 |
2 |
$1,821 |
3 |
$2,289 |
4 |
$2,757 |
5 |
$3,224 |
6 |
$3,692 |
Over 6 |
Add $468 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 an SRP bill you think is in error by calling or writing to SRP. We will not disconnect service for nonpayment of the amount in dispute provided (1) you notify us before the bill becomes delinquent, and (2) you pay all other undisputed charges when due. Write to:
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 the dispute, you may ask for a special review. If you purchase both distribution and generation from SRP and your annual usage is less than 100,000 kilowatt-hours, SRP's Consumer Ombudsman Office will investigate the dispute in an effort to resolve the problem. Otherwise, SRP's Executive Dispute Resolution Committee (EDRC) will be the dispute resolution body. In both cases, the Consumer Ombudsman Office or the EDRC decision is SRP's final determination on the matter.
Residential service fees
Current service charges (as of Aug. 1, 2009, and are subject to change) for some of the more frequently used services are listed below. These fees are subject to sales tax.
- Late fee: the greater of $5 or 2% of the billing amount, plus tax
- Next day service establishment fee: $28
- Same day and Saturday service establishment fee (when available): $70
- Meter read appointment: $ 25
- Returned check/item: $20
- Field visit: $25
- Disconnection at meter (next day reconnect): $65
- Disconnection at meter (same day or Saturday reconnect when available): $85
- Disconnect at other than meter/J box: $248
- Disconnect at J box/pad-mounted transformer: $321
Customer-damaged or missing equipment
- Customer-damaged residential meter (depending on meter type and degree of damage): $80-$270
- Damaged SRP M-Power user display terminal: $127
- Theft investigation (per hour): $81
Residential deposits
- Residential deposits, when required*: $275
- SRP M-Power in-home display: $87.50 deposit, plus $11.50 plus tax for user display terminal fee
*If you opt to buy your electricity supply from a provider other than SRP, your energy service provider may require deposits. You should call them for their deposit requirements.