Residential Credit Policy
At SRP, we're finding ways to provide you with greater convenience. For example with our billing and payment
options, you can pay your bill every month without writing a check, or pay about the same amount each month
and level out those high summer bills. You can even choose the due date for your electric bill each month.
This page 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 your social security number. For your
protection, our front-line service personnel are unable to view your social security number once it is entered
into our system.
We take your personal identity protection seriously, have implemented stringent measures to safeguard your
personal information, and do not sell or share your information with others.
Can I establish more than one account in my name?
Yes, you can have many accounts in your name. You will be asked to assume full responsibility for all bills
on each additional account that is under your name. Deposits on one or two additional accounts may be waived
if you have a satisfactory credit rating, as determined by SRP.
A fourth (or additional) account in your name will require a security deposit regardless of credit rating.
Why do I need to pay a deposit?
Since SRP bills customers for services after they have been rendered, we require an initial $260 deposit
to offset any loss of revenue from customers who leave their residence without paying final bills. In many
cases, deposits can be waived with a good credit rating.
View SRP's residential deposits and fees.
When do I get my deposit back?
The deposit you pay will remain on your account for at least 18 months. Each January, we will automatically credit your
account with interest, if your account has been active 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 leading Valley banks.
If we have your social security number in our records, your deposit, along with any accrued interest, will be applied
to your account during the 19th month of continuous service, provided the deposit has been held by us for 18 months,
and each of your payments has been received by SRP by the due date so that there is no delinquent amount owing.
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. In specific circumstances, the deposit and accrued interest
will not be applied during the 19th month or to the final bill.
How can I pay my SRP bill?
We are pleased to provide you a variety of options for paying your bill. Nowadays, many customers enjoy the
convenience of automatic payment or paying online. Here's a list of all the ways you can pay your bill:
- SurePay by Bank Account. We offer a 1% discount on SRP energy and
delivery charges when you sign up for SurePay by Bank Account. SRP will automatically withdraw funds
from your bank account 10 days after the bill date.
- SurePay by Credit Card. When you sign up for recurring Visa credit
card payments for your monthly electric bills, SRP will automatically charge your designated Visa credit card
10 days after the bill date.
- Credit card. One-time, fee-based credit card payments can be made through
a third party company. To make a credit card payment by phone, call NCO Services Group toll free at
1 (800) 741-9099; Monday through Friday, 5 a.m. to 7 p.m., and Saturday from 5-9 a.m. (Arizona time). Speech
or hearing impaired may use NCO's TDD line, at 1 (800) 367-8939. Credit card payments may also be made online
using the same company.
- e-Chex. e-Chex is a service that 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 at any of the
automated SRP PayCenter terminals located at selected sites
around the Valley. Some are available 24 hours a day, seven days a week. You can pay with cash at all locations.
To pay by e-Chex at a PayCenter, you must first be registered with
us. Once you're registered to use e-Chex, you can go to any PayCenter terminal to pay your bill using e-Chex.
We'll be happy to sign you up. Please call us at (602) 236-8888.
- Customer Service Offices. You can pay in person at any of SRP's
Customer Service Offices during business hours. Cash, checks, and money orders are accepted.
For added convenience: We have offices and SRP PayCenters that are conveniently located throughout the Valley
to serve you. For the location and hours of the offices and
SRP PayCenter terminals near you, please call us at
(602) 236-8888. Address letters to: SRP, Research and Communication Services, ISB 663, P.O. Box 52025, Phoenix,
AZ 85072-2025. Or, e-mail us at corrsvcs@srpnet.com.
Please note: SRP cannot guarantee continuous service if you pay through non-authorized 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 subject to disconnect.
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 Plan (MPP) averages your bills over a 12-month
period so that you can pay about the same amount every month, providing that your pattern of electric usage
does not change. MPP helps you budget those high summer bills. MPP accounts are reviewed periodically and,
if appropriate, your payment may be adjusted to reflect significant changes in usage.
What happens if my bill payment is late?
Regular monthly bills are due within 21 days after we have issued them. If payment is not received by us by
the close of business on the 21st day after billing, the account becomes delinquent, we will mail a reminder
notice to you, and a late fee of the greater of $4.45 or 2% of the billing amount 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.
You can login to the My Account page, select the "e-Notification"
option and sign-up to receive email reminders when your bill has been mailed, when payment is due, when
payment is past due and even a confirmation of your payment posting. You can even turn off your paper bill.
We'll keep three years of billing history for you. Some exclusions apply.
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 SRP, 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 will need to pay the SRP past due balance 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.
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:
- Is not on Custom Due Date*
- Has been active more than six months
- Has no existing extension
- Has no unpaid extension in the current or last month
* 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 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 check/item.
If an account has two or more returned checks/items in a 12-month period, we will designate the account
"cash only." Payment will then need to be made with cash, cashier's check, or money order until the account
is no longer in a "cash only" status.
Service will be disconnected without further notice if a check/item is returned under either of the following
circumstances:
- You received notice of a pending disconnection for nonpayment; or
- 2. Service was disconnected for nonpayment and you paid SRP with the check/item to restore service.
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. All requests for such notices must be in writing prior
to the account becoming at risk.
Customers wanting to take advantage of this program will need to print this form
(PDF), sign and return to SRP at the address on the form.
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 non-payment. 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 customers with a
household income at or below 150% of federal poverty guidelines. Effective through June 30, 2008, qualifying
income levels are:
| # People in household |
Maximum monthly income |
| 1 |
$ 1,277 |
| 2 |
$ 1,712 |
| 3 |
$ 2,147 |
| 4 |
$ 2,582 |
| 5 |
$ 3,017 |
| 6 |
$ 3,452 |
| Over 6 |
add $435 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 non-payment 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:
SRP Research and Communication Services
ISB 663
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.