Helping you keep the power on
SRP understands the significance of keeping you in service. We care about your safety, which is why we have many programs and resources in place to help you in times of need.
What we're doing during the COVID-19 pandemic
We understand you may be feeling concerned and uncertain because of the coronavirus (COVID-19). We want to share what we're doing to help keep our community healthy while keeping the power on and water moving through the Valley.
We're pausing power shut-offs for non-payment.
We know that our residential and small business customers are being greatly impacted by this unforeseen event. We will not turn customers' power off for non-payment due to the COVID-19 pandemic, through Sept. 30. This applies to both residential and small business customers.
Even though we aren't turning power off for non-payment during this time, customers will continue to be charged for the electricity they use. On Oct. 1, customers with a past due balance of $80 or more who are not already on a payment plan will automatically be enrolled in an eight-month payment plan if they have not already called SRP to select a different payment arrangement. If enrolled, you will see the details of the plan on your October bill. If the payment plan is not followed, your service may be disconnected after the October billing cycle.
While SRP will resume its standard payment policies on Oct. 1, including disconnects for nonpayment, SRP will continue to pause disconnects and late payment fees for customers on the Economy Price Plan (EPP) until early January.
If you are having trouble paying your electric bill for any reason, please call (602) 236-8888 as quickly as possible. Our customer service representatives are available 24/7, and we have programs and resources that may help you. We can also connect you with community agencies that may be able to provide financial help for your utility bills as well as housing costs. Reach out now while funding is available.
For small business customers: To avoid late payment fees or to discuss payment plans, please contact your dedicated Energy Manager. Their contact information is located on the top of your monthly electric bill. You can also call the Business Customer Center at (602) 236-8833. Our customer service team is available 7:00 a.m. – 5:00 p.m., Monday through Friday and we have resources that may help you.
We donated $1.35 million to assist residential and small business customers.
SRP donated $1.35 million in additional contributions to assist residential and small business customers who might be having difficulty paying their electric bills as a result of the coronavirus outbreak. This includes a $500,000 donation to Wildfire – formerly the Arizona Community Action Agency – an institution that has been providing critical services to Arizona families since 1967. This contribution is immediately available for Wildfire to distribute to those in need and is in addition to an existing annual $500,000 contribution from SRP. If you need help paying your bill, please call us at (602) 236-8888.
SRP also provided $250,000 in contributions to support small businesses directly impacted by the coronavirus pandemic. While this fund has been exhausted, we still have resources to support our small business customers. If your business is impacted, please call your dedicated Energy Manager – you can find their contact information on your bill – or call our Business Customer Center at (602) 236-8833. Energy Managers and the Business Customer Center are available Monday through Friday, from 7 a.m. to 5 p.m.
We're supporting several local non-profit organizations.
The SRP Board approved an additional $500,000 in community contributions to several local non-profit organizations, including the Valley of the Sun United Way, Mesa United Way and the Arizona Community Foundation. The funds will help these agencies and several others to provide basic needs services and emergency assistance related to COVID-19.
We remain committed to supporting many community causes during this time, but in-person events are canceled through the end of May. Customers registered for upcoming events will receive additional notice about any cancellations.
We take our responsibility to provide power to over 1 million customers in Greater Phoenix very seriously. Rest assured, we have the practices and policies in place to ensure the reliable delivery of power to those that count on us.
Even during this time, it's important that we continue to work on critical maintenance projects on the power system. Much of our work this time of year prepares the power system for summer.
SRP conducts routine inspections of our systems to ensure continued power delivery and safe operations for our customers. Occasionally, we identify equipment that requires maintenance or replacement. An outage is sometimes necessary to ensure the safety of SRP personnel while repairing those items.
We understand that our customers are more likely to be home when these maintenance outages occur because of the COVID-19 pandemic. We will do our best to ensure minimal impact. In addition, we will always keep you informed before the planned outage.
As an employer of over 5,000 Arizona residents, we're doing our part to stop the spread across the Valley. This includes stopping employee travel, allowing employees to work from home and putting additional protocols in place to keep our facilities clean. All of these steps are being taken to ensure the reliable delivery of water and power.
Our corporate offices will be closed to the public during this time, except to provide necessary services to our customers and for any open meeting law requirements for elected officials. We will continue to review these policies as additional information is available.
We know these changes may impact how you do business with us in the short term. But please know, they will not affect our ability to do our most important job: delivering water and power to customers.
SRP will continually assess the situation to ensure this is the right decision for our customers and community. In addition, SRP is following all guidance from the CDC. This includes taking steps to reduce the threat of COVID-19 exposure to our employees, customers and the community.
Need assistance? We're here to help
SRP encourages customers who are experiencing difficulty paying their electric bill for any reason, to notify us as quickly as possible so we can make arrangements that can help avoid a worsening financial situation. Call us 24/7, even on holidays, at (602) 236-8888. We're here to help.
Frequently asked questions
If you are having difficulty paying your electric bill for any reason, we encourage you to notify SRP as quickly as possible so we can make arrangements that can help you avoid a worsening financial situation. Call us 24/7, even on holidays, at (602) 236-8888.
Our experienced customer service representatives and customer resource counselors have considerable flexibility to meet your unique needs and go to great lengths to keep you in power, including granting payment extensions if you request additional time to pay your bill.
Eligible customers can also request an extension online through My Account. Payment extensions provide additional time past the due date for you to pay your bill. If you do not see this option in My Account, call us at (602) 236-8888 to discuss payment options.
SRP's Customer Resource Counselors also work closely with community action agencies to assist customers with possible utility assistance as well as other critical needs, such as food, and are empowered to suspend all credit action against an account while they are providing assistance to our customers. You can reach SRP's Customer Resource Counselors at (602) 236-3000 Monday – Friday, 8 a.m. – 5 p.m.
SRP goes to great lengths to avoid disconnection by providing a reminder letter and optional texts and email alerts when a bill is due or has gone past due. The SRP Power and M-Power apps also provide optional billing notifications. For M-Power customers, the in-home-display emits an audible alert when there is $10 of power remaining.
M-Power is a voluntary prepaid electricity program that serves about 159,000 customers, making it the largest program of its kind in North America. With an in-home display and no pre-set purchase amounts or schedules, the program enables customers to better manage usage and stretch their budget.
The typical customer who moves to M-Power trims electric usage by 12%. Customers who become delinquent on credit billing have the option to voluntarily elect M-Power. The delinquent amount is then paid down over time, with a percentage of each purchase applied to the arrearage. In this manner, M-Power is an excellent program to keep customers in power.
M-Power customers may request up to two advances per month.
We understand that the use of in-home medical equipment makes reliable electric service crucial to you. That's why we offer the Medical Preparedness Program to keep you notified and prepared for any potential planned outages. You can now enroll more quickly in the program. Enrollment is immediate upon request, with a 60-day follow up period to complete the application process.
SRP's Safety Net Program allows you to designate a third party, such as family members or friends, to be notified if your bill becomes past due. Call us at (602) 236-8888 to learn more about the program and see how to enroll you or someone you care about. Our customer service representatives are available 24/7.
Yes. If your household income is at or below 150% of the federal poverty level, you can take advantage of the SRP Economy Price Plan to receive a $23 credit applied to your monthly electric bill, amounting to $276 per year.
While SRP will resume its standard payment policies on Oct. 1, including disconnects for nonpayment, SRP will continue to pause disconnects and late payment fees for customers on EPP until early January. If you are having difficulty paying your bill for any reason, please call us today to learn if you are eligible to enroll in EPP. We’re here to help 24/7.
- Custom Due Date. You can select a billing date, customized to your schedule, that works best with the timing of receipt of your income from work, pension, social security, welfare or other sources.
- Budget Billing. This plan smoothes the seasonal highs and lows of your electric bill to help you better manage your budget. Customers may elect this program at time of turn-on or any time thereafter. The ideal time to enroll is during the winter months, when bills are typically their lowest. This gives you time to build up a credit to offset the higher summer bills.
- eNotes/My Account. We believe that being informed makes it easier to manage your energy usage. You're able to view your prior day’s usage (and all available daily history for up to 36 months) online and to receive periodic emails and/or text messages projecting your monthly electric bill based on month-to-date energy consumption.
- Bill Payment Assistance. SRP encourages its customers to participate in SHARE: Service to Help Arizonans with Relief on Energy, a program administered by the Salvation Army to help fellow customers in crisis pay their energy bills. In addition, SRP matches, dollar-for-dollar, customer contributions to SHARE with a contribution to the Home Energy Assistance Fund administered by Wildfire .
- Payment Extensions. All of our customer service reps are empowered to grant payment extensions to you if you request additional time to pay your bill. Customers are eligible for up to six extensions per year.
- Resource Counseling. Our customer service reps identify customers with crises and refer them to our in-house resource counselors. Our counselors work closely with community action agencies to assist customers with possible utility assistance as well as other critical needs, such as food. Most important, our counselors are empowered to suspend all credit action against an account while they are working to assist our customers in securing agency assistance. We are proud of our counseling program, which handles more than 58,000 customer inquiries annually. It is unique in the industry and highly regarded by the community action agencies.
- Disconnect Moratorium. We realize that heat can be harmful. We voluntarily suspend all disconnection activity when the National Weather Service issues an excessive heat warning. In addition, we do not disconnect during holidays. This includes M-Power customers.
- Account Access. Customers can view account status any time on My Account, through the SRP apps, or by phone 24/7.
SRP customers interested in helping those in need can partner with us and the Salvation Army through SHARE: Service to Help Arizonans with Relief on Energy. For every dollar you contribute to SHARE, SRP will make a matching contribution – a minimum of $500,000 per year – to the SRP Bill Assistance program, which helps limited-income customers pay their energy bills. Together we can make twice the difference.