SRP Privacy Policy

In addition, we may collect and use certain information about visitors to SRP’s Digital Platforms. This Privacy Policy outlines how we collect, use, and protect your information when you visit www.srpnet.com and our other Digital Platforms.

SRP reserves the right to modify this Privacy Policy at any time and recommends checking this page periodically for updates.

For other terms and conditions regarding the use of SRP’s Digital Platforms, please see our Terms and Conditions.

Sources of Information Collection

We collect information from the following sources:

• Directly from you or your agent
• Directly and indirectly from you when using SRP’s Digital Platforms, using our phone system, or navigating our website, including through the use of cookies and other tracking technologies (e.g., pixels, tags)

Information We Collect About Our Customers

We or our authorized third-party providers collect relevant and necessary information, including, but not limited to, the following about our customers in order to provide reliable, affordable, and sustainable water and energy services:

• Contact information such as:
  • Name
  • Mailing or service address
  • Telephone number
  • Email address
• Government issued identification numbers such as:
  • Social Security number
  • Tax identification number
• Service delivery information such as:
• Dwelling information
• SRP account number
• Account status
• Service history
• Interactive voice or call recordings
• Interactive chat messages
• Usage data gathered from the meter
• Text message opt-in elections for My Account
• Related vendors and products
• Billing and payment information such as:
  • Payment history
  • Transaction history
  • Payment card data
  • Bank account and routing number
  • Incentives and rebates

How We Use Personal Information We Collect

SRP uses your personal information to administer accounts and enhance customer service. Examples include, but are not limited to:

• Fulfilling customers’ requests for products and services
• Providing assistance through our phone system
• Generating billing statements
• Offering programs and services that may help lower energy usage
• Supporting and improving our services and operations
• Testing, research, and product development
• Providing safe and reliable service
• Marketing, such as via emails and digital newsletters regarding SRP and its programs or services
• Protecting the rights, property, or safety of SRP, our customers, or others
• Enforcing our Terms & Conditions
• Troubleshooting issues with our Digital Platforms

We retain your personal information only for as long as necessary to fulfill our business purposes, including those outlined above, and to comply with legal, regulatory, tax, accounting, or reporting requirements. The retention period depends on the nature of the information collected and the purpose for its collection.

Email Communications and Digital Newsletters

We may use the email address you provide for promotional or marketing purposes, including to send you emails or digital newsletters. We or our authorized third-party providers may collect, through the use of pixels or other tracking technologies, information about your interactions with these email communications such as whether and when the email was opened, time spent engaging with the email, engagement with links, recipient’s IP address, and device information. The opportunity to opt-out will be provided for any such communication sent by SRP or you may contact us using the information provided below under Contact Us.

Phone and Text Communications

We may use the telephone number you provide to communicate important information regarding your account(s), including scheduled and unscheduled outages, billing, payment, and collection of amounts due, through the use of our phone system, including an automated telephone dialing system or with a prerecorded voice, live agent, or artificial voice, and text messages. The opportunity to opt-out will be provided for any such communication by SRP or you may contact us using the information provided below under Contact Us.

Other Information Collected Via Cookies and Other Tracking Technology

In addition, when you visit our Digital Platforms, we may collect information either directly or via third parties through the use of cookies (text files used to store information on web browsers) and other tracking technologies (e.g., pixels, tags, beacons, scripts, plugins, and widgets) in connection with your use of our Digital Platforms). Depending on your tracking preferences, the information we collect may include:

• IP address from which you access our Digital Platforms
• The date and time you access the Digital Platform
• User interactions with SRP’s Digital Platforms (e.g., clicks, scrolls, searches, and interactive chats) and interactions over time and across different websites when using our Digital Platforms
• The Digital Platform pages you visit
• The type of browser and operating system used to access our Digital Platforms
• The address and domain (e.g., .com, .edu, .gov, etc.) of the referring website if you arrive at SRP's Digital Platforms from another website

Use of Information Collected Via Cookies and Other Tracking Technologies

The information collected may be used for operational, personalization, performance, and advertising purposes, including to help deliver content, maintain security, improve your experience, and personalize marketing.

Operational Purposes
We collect certain information about your interactions with our Digital Platforms in order to ensure their proper functioning, which we refer to as operational information. This collection may include the use of cookies and other tracking technologies. Cookies that collect operational information may not be disabled. Operational information collected also may be used by SRP for security purposes to protect against fraud and ensure the security of our website and services.

Personalization Purposes
We use personalization tracking technologies provided by third parties, including Adobe (e.g., Adobe Analytics and Adobe Launch) and Zeta, to help enhance and make your browsing experience more efficient, such as remembering your preferences and settings, making more accurate content suggestions, and streamlining navigation. This is done by understanding how you interact with our Digital Platforms, including features or content preferences you use or select. We may also utilize identity resolution technologies (also known as identity stitching) and cross-device tracking to recognize users across browsers and devices to help ensure a seamless and personalized user experience. The information gathered by these personalization tracking technologies (including your IP address) may be transmitted to and stored by third parties. These tracking technologies are automatically enabled, and users can choose to opt out of the use of these tracking technologies. Opting out may affect some features potentially impacting the ability to optimize user experience.

Performance Purposes
We use third-party cookies and other tracking technologies to measure and improve how our Digital Platforms perform. These tracking technologies collect technical information such as page load times, navigation flows, and error rates, which help us improve the performance of our Digital Platforms, including optimizing speed and ensuring SRP’s Digital Platforms work reliably across different browsers and devices. Not allowing these tracking technologies may affect our ability to monitor performance of our Digital Platforms and efficiently respond to performance issues.

Advertising Purposes
We use third parties, including advertisers, social media platforms, and other business partners (including third parties who collect information on our Digital Platforms on our behalf), to assist us with the collection of information to deliver relevant advertisements based on your interests and browsing behavior and to analyze website traffic and usage patterns, helping us improve our services and content. These third parties may use tracking technologies to collect information associated with you, your device, and your use of our Digital Platforms and may provide SRP with data collection, compilation of analytical information on user behaviors, ad response measurements, and deliver relevant advertisements based on your interests and browsing behavior.

The following is a non-exhaustive list of third parties whose tracking technologies may be employed on one or more of our Digital Platforms. We do not control these third-party tracking technologies, and their use is governed by the privacy policies of those third parties. This list of third parties may change at any time without notice or obligation. We therefore recommend periodically reviewing this Privacy Policy.

• Adaptive
• Amazon
• Cloudfront
• Google (Google Tag)
• Kargo (Microsoft Invest)
• LinkedIn (LinkedIn Insight Tag)
• Meta (Meta Pixel)
• Microsoft Bing (UET Tag)
• Nextdoor (Nextdoor Pixel)
• Pinterest (Pinterest Tag)
• Qualtrics
• Spotify (Spotify Tag)
• StackAdapt (StackAdapt Universal Pixel)
• The Trade Desk (Universal Pixel)

See Your Privacy Choices below for information on opting out of the collection of marketing information.

SRP uses a Consent Management Platform to provide users with transparency and control over how their data is used across our web domains. Preferences apply on a per-device or per-browser basis unless users are authenticated on SRP-owned systems that allow for consistent preference management. SRP does not sell any data collected, and any personalization applies only on SRP platforms.

Information Protection

SRP deploys a combination of technical, operational, and managerial controls to help safeguard the personal information we collect.

No security system is fail-safe, and SRP cannot guarantee information will never be obtained by unauthorized persons. Protect the confidentiality of your information, such as your account numbers, Social Security number, email addresses, and passwords. Furthermore, be aware of “phishing” attempts to steal your personal information. SRP will not at any time initiate a request for your account password, Social Security number, or bank information via mail, email, or text message.

Disclosure of Customer-Specific Information

In accordance with Arizona state law, SRP will not release customer-specific information to third parties except when:

• The release is reasonably required for legitimate account collection activities or credit analysis activities;
• The release aids in providing safe and reliable service to the customer (by, for example, facilitating billing, remittance, research, customer service, and similar or related activities by SRP or its contractors and vendors);
• The customer specifically authorizes in advance the release of such information in writing; or
• The release is required by court order.

Your Privacy Choices

You may:

• Request to update certain personal information. Please call SRP (see Contact Us below) to discuss potential changes to your personal information.
• Request to opt-out of receiving marketing emails (see our Email Subscription Center).
• Request to opt-out of the use of non-essential cookies and other non-essential tracking technologies at your first use of this website or other Digital Platforms and periodically thereafter. You may also manage your preferences regarding the use of cookies and similar technologies through your browser settings.

Contact Us

For questions or comments regarding this site or this Privacy Policy, you may contact SRP by mail, email, or telephone. Please include your full name, address, phone number, email address, and the nature of your request.

To ensure the protection of sensitive personal information, please refrain from including your social security number, driver’s license number, or other sensitive information in email or mailed communications.

Mailing Address:

SRP Customer Communications

PAB277

P.O. Box 52025

Phoenix, AZ 85072-2025

Physical Address:

1500 N. Mill Ave.

Tempe, AZ 85288

Email: webmaster@srpnet.com

Telephone: (602) 236-8888 in the Phoenix area or (800) 258-4777 elsewhere

To opt-out of SRP marketing emails: Email Subscription Center

Linked Websites

SRP’s Digital Platforms may contain links to third-party platforms, including social media sites. Your use of those sites may result in the collection or sharing of your information or data about your online activities. This Privacy Policy does not apply to any information you provide to or that is collected by a third-party platform. SRP does not control third-party websites and is not responsible for any information that may be collected by a linked website. We urge you to review the privacy policies of any website you visit. In no event will SRP be responsible for any third-party website policies or actions.