SRP: Residential credit policy

SRP Credit Policy

data for SRP Residential Customers 2022

Doing business with ease

SRP provides commodious ways to help manage and pay your monthly charge. You can pay on-line, over the phone or on your mobile device using our app. Better manage your bill by picking your own due date or enrolling in SRP Budget Billing™. You can monitor your use with our app and elect to receive alerts on your electric usage, bill due date and payment confirmations .
The information below explains our terms and conditions of overhaul including credit practices. You may besides download our credit policy Document is a PDF .For more information, call (602) 236-8888. We are here to serve you and answer any questions 24 hours a day, seven days a week .

Billing options

SRP offers two commodious placard options to help you manage your energy. You can select a traditional monthly circular or SRP ’ s pay-as-you-go M-Power program.

SRP M-Power® is a pay-as-you-go price plan that allows you to purchase power as you need it. With M-Power, you no longer receive a traditional monthly bill. Simply buy exponent in the total you want, whenever you need. An in-home display ( M-Power box ) allows you to monitor your custom in veridical time and will alert you when your credit is running low. The M-Power app allows you to conveniently leverage and monitor your department of energy use on an hourly basis from your mobile device. The M-Power platform is described far below .
Our commercial enterprise credit policy is besides available .
Para pedir una versión en español del Plan Residencial de Crédito de SRP, llame alabama ( 602 ) 236-1111 .

Answers about your electric account and optional programs/services

SRP General Terms of Service

These terms and conditions apply to all residential customers. When you request new or extra electric service, you agree to these terms of avail and payment. SRP ’ sulfur Rules and Regulations are available on-line at .
To start service or reconnect overhaul if disconnected, we ask for safety reasons that you ensure all appliances and electric devices are turned off to avoid risk of fire. Most of our meters have power delivered within an hour. Please call us if you do not have ability within an hour to check the condition .

What information is needed to establish electric service?

When you request electric avail, we will ask you for information that allows us to identify you and determine your creditworthiness. An SRP-approved form of ID is required to establish your service. This includes, but is not limited to, your Social Security number. If you do not have a Social Security total, you will be asked to provide your driver ’ mho license or early satisfactory politics issued identification and pay a security deposit. We take your personal identity protection badly and have implemented rigorous measures to safeguard your personal information .
You will besides be asked to provide your “ best ” contact information, including your current telephone phone number and e-mail address or any other number you utilize or obtain in the future. SRP does not sell contact information. Your data is used to contact you to communicate authoritative information regarding your account ( mho ), including scheduled and unscheduled outages, charge, payment and solicitation of amounts due. By providing your call number, you consent to being contacted at this number through calls made with an automated telephone dialing system or with a prerecord part, live agent or artificial voice and text messages .

Can I establish more than one account in my name?

Yes, you can have multiple accounts in your name. You will be required to assume broad fiscal province for all bills on each extra account. By turning on serve for a supporter or syndicate member where you do not reside, you are accepting fiscal province for the account. If the bills are unpaid, we will hold you responsible for requital. We will waive deposits on your second and third accounts if you have a adept credit denounce and have provided your social Security number .
We will require a down payment on each new account once the number exceeds three active accounts in your list, careless of your credit evaluation. 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 do I close my account?

Please visit My Account or call us when you nobelium longer need avail. Your account will have a final bill created through the date you requested your report be closed .
Final bills on close accounts are due within 21 days of the bill date. Any deposits and deposition concern will apply to your final examination placard. Unreturned M-Power equipment will be charged to your explanation. For M-Power customers, SRP will accept and issue a credit for your returned M-Power box up to 24 months after you close your account .
Unpaid final bills may be transferred to a related SRP residential or occupation account .
relate accounts may include a spouse ’ second or roommate ’ randomness account. In summation, SRP may refer unpaid concluding bills to a collection representation. The collection agency may report delinquent final bills to the credit agency .
If, after your account settles ( including returning your M-Power box, if applicable ), you have a credit symmetry, we will mail a refund check to the mail address you provided to us when you turned off your service. In the consequence a refund is owed to you from a payment made using a digital payment work serve or credit or debit card, SRP reserves the right to return the funds using the lapp method acting of requital .

What if I have a dispute about my electric service?

You may dispute a circular you think is in mistake by calling, writing or emailing us. We will not disconnect service for nonpayment of the sum you dispute provided ( 1 ) you notify us before the placard becomes delinquent and ( 2 ) you pay all other undisputed charges when due. Write us at Customer Communications Services, PAB277, SRP, P.O. Box 52025, Phoenix, AZ 85072-2025 ; email us at assistant @ ; or call us at (602) 236-8888 .
If you are not satisfied with the result of your quarrel, you may ask for a special review. If your annual usage is less than 100,000 kilowatt-hours, our Consumer Affairs Ombudsman Office will investigate your quarrel in an effort to resolve the problem. If your annual usage is 100,000 kilowatt-hours or greater, our Executive Dispute Resolution Committee ( EDRC ) will review your challenge. In both cases, the decisiveness from the Consumer Affairs Ombudsman Office or EDRC is SRP ’ s final decision on the matter .

Payment options

How can I make a payment?

Mailed payments can be made with a personal or business match, cashier ‘s check or money order. Payments can be mailed to :
P.O. Box 2951
Phoenix, AZ 85062-2951

SRP SurePay TM ( a direct-debit requital program ) automatically remove funds from your indicate bank bill 21 days after the bill date. Please note that customers presently on a 10-day withdrawal schedule can switch to the modern 21-day schedule by calling customer service at (602) 236-8888 .
Our eChex service lets you pay with your bank bill on-line, over the earphone, through your mobile device, or at an SRP PayCenter®. eChex payments may besides be made via SRP ‘s mobile app, SRP Power, which is available for download on your io or Android device .
SRP PayCenter payments can be made with cash. For the locations of SRP PayCenters near you, visit .
You can besides make a cash leverage at many retail locations throughout the Valley. Remember to bring your SRP cash payment card with you. You can use a physical or digital card, which is available through SRP My Account™, the SRP Power App™ or the SRP M-Power app. For more data, visit For a list of locations, visit .
Card or digital payments can be made through a third-party seller. The seller charges a small transaction fee per charge. Card or digital payments can be made on-line at or over the telephone by calling ( 602 ) 236-8888 and using our automatize system .
In the consequence a refund is owed to you from a payment made using a digital payment march service or credit or debit calling card, SRP reserves the right to return the funds using the lapp method of payment .
Please note: SRP can not guarantee continuous service if you pay through unauthorized payment processors, including your bank ’ south on-line payment course of study, as they 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 belated requital tip may apply, and your military service may be topic to disconnection .
If you choose to use a third-party bill payment service, you are creditworthy for ensuring that SRP receives requital in fully by the due go steady. For exemplar, if a requital remitted by a third-party bill payment service is returned or rejected, you are responsible for covering the payment and associated fees and costs — tied if you provided the funds for the payment to the third base party .

How are my payments applied?

Your payments are applied beginning to any SHARE pledge, then to unpaid deposits, then to past-due balances and then to current charge charges. In the event your requital is meant to cover multiple placard accounts, the same sequence applies careless of requital posting instructions included with your poster stub .

Traditional monthly billing programs

SRP ’ s monthly placard program offers you a variety show of price plans and charge and requital options. You receive a charge each calendar month — an eBill or traditional paper placard in the mail .

Can I change the date my bill is due?

    Yes, the SRP Custom Due Date™ choice lets you choose a due date for your electric bill that ’ south commodious for you. You can select the 1st through the twenty-eighth day of the month for your due date .

Are there any programs to help me budget my electric bill?

    SRP Budget Billing helps you balance the seasonal highs and lows of your electric charge to make your payments more predictable each month. Your Budget Billing requital is based on average monthly energy costs .
    We will review your usage sporadically for any meaning changes and adjust your requital measure if necessary. You may enroll in Budget Billing throughout the class. however, the best time to enroll is during the fall months in club to build a sufficient credit in your account to cover your custom during the summer .

Can I view my bill online?

    You can view and print up to three years of past bills. You can besides receive automated e-mail and text notifications that alert you of certain conditions on your explanation, including when your placard is available, when payment is due and past due, and when a requital is confirmed. In summation, you can elect to stop paper bills by signing up for paperless bill. Go to SRP My Account to view your bills and select as many eNotes options as you like. You may besides view bill information on SRP ’ s mobile app .

Traditional monthly billing credit practices

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 $ 290 .
    In many cases, deposits can be waived when you request overhaul. SRP uses Experian to validate your Social Security numeral. If you have placed a freeze on your Experian credit data, you will need to provide SRP with the PIN provided to you by Experian or contact Experian to remove the freeze on your reputation in order for SRP to validate your Social Security number. With a validate Social Security count, SRP may use an Experian utility credit score to determine eligibility for a deposit release. We may charge you an initial or extra deposit if we receive a come back check from your bank or disconnect serve because of evasion.

When do I get my deposit back?

    The deposit you pay will remain on your account for at least 18 months. You will earn concern on your paid deposition at an modal certificate of deposition ( certificate of deposit ) rate paid by local fiscal institutions. We will pay you the matter to as a accredit on your January bill after we have held the lodge for at least six straight months. We review the interest rate per annum and adjust it as needed .
    The down payment, along with any amateur interest you have earned, will be applied to your poster on the 19th month of continuous avail if we have your Social Security number on file and you have established an on-time payment history. If we do not have your Social Security number on charge, your deposit will be held until your report closes and be applied as a credit to your concluding bill. If you turn off serve before your situate is applied, the situate and any amateur interest you have earned will be applied to your concluding circular .

What happens if my bill payment is late?

    monthly bills are due when billed. If we don ’ deoxythymidine monophosphate receive your requital by the finale of business on the 21st day after placard, your score become delinquent, we will mail a reminder notice to you, and a belated fee ( presently the greater of $ 5 or 2 % of the charge come plus tax ) will be added to your report. If we do not receive payment by the close of commercial enterprise on the 28th day after placard, we may disconnect your electric overhaul without far notice. To restore your service that has been disconnected because of nonpayment, you may need to pay us all amounts you owe. In addition, you will be billed gulf fees and may be required to pay extra security deposits and disconnection fees .

What if I need more time to make a payment?

    If you think you will have trouble paying your bill, call us or visit My Account to discuss your situation. It is always best to try to resolve any issues before your account becomes past due. We encourage you to reach out to us. We may be able to provide a requital extension or direct you to community social service agencies for possible fiscal aid .
    You may be able to receive up to six payment extensions depending on the amount you owe if your report :

    • Has been active more than six months
    • Has no existing extension
    • Has no unpaid extension in the current or prior month
    • Has no unpaid deposit
    • Is not on the SRP Budge Billing program

Can a third party be notified if an account becomes delinquent?

    If your account becomes at hazard for gulf, we can notify an SRP Safety Net partner of your choice. The collaborator may be an individual or agency. Call us at (602) 236-8888 to enroll in Safety Net .

What are payment arrangements?

    A payment arrangement is when a parcel of your past-due balance is broken into smaller amounts and added to your future monthly bills. If payment arrangements are not paid by the due go steady on the bill, the agreement will be canceled, the past-due balance will be due in full moon immediately, and late requital fees may be charged. A reminder notice for the total balance due will be mailed to you. If payment is not received, SRP reserves the correctly to disconnect service .

What happens if my payment item is returned?

    If a payment detail is returned or denied by your fiscal institution, we will require immediate repayment with cash, a personal or business check, a teller ’ south match or a money order. We will charge you a tip for processing the return item .
    If your score has two or more retort 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 ’ second check or a money rate until your account no long has a cash-only status. Cash payments can be made at any SRP PayCenter location or participating retail locations .
    We will disconnect your serve without further notice if your payment item is returned under one or more of the follow circumstances :
  1. You received notice of a pending disconnection for nonpayment.
  2. You paid us with the payment item to restore your service we disconnected for nonpayment.
  3. You paid the required deposit to turn on service with the payment item.

Under any of these circumstances, payment will then need to be made with cash, a cashier ’ mho check or a money holy order to reconnect serve. A personal or occupation see may be used if your report is not designated as cash-only .

SRP M-Power Terms and Conditions

SRP M-Power® is a pay-as-you-go broadcast that allows you to purchase ability as you need it. With M-Power you nobelium longer receive a traditional monthly bill. Simply buy power in the amount you want, whenever you need. An in-home display ( M-Power box ) allows you to monitor your custom in very time and will alert you when your credit is running abject. The M-Power app allows you to conveniently monitor your energy use and buy power .

Do I need to pay a deposit?

All SRP M-Power accounts will require a refundable equipment deposit of $ 102.50 and a renovation fee of $ 11.50 for the M-Power box. M-Power deposits are held on your report until you close your account. If, after your account settles, including returning your M-Power box, you have a recognition libra, we will mail a refund check to the mail address you provided to us when you turned off your overhaul. In the consequence a refund is owed to you from a requital made using a digital payment process servicing or credit or debit wag, SRP reserves the correctly to return the funds using the like method acting of requital .

How do I make a purchase?

SRP has upgraded M-Power to make purchasing baron easier and more convenient. Customers now have the ability to purchase power on-line, by call, at a PayCenter, or by using the SRP M-Power app .
Please be mindful that all purchases will immediately add credit to the meter. If your power is presently disconnected, it will be reconnected. If you are not ready for the meter to reconnect, please wait to make a purchase. Credits, other than purchases, applied to your account by SRP may require your authorization before loading to the meter .
Credits not authorized may be held on the account as a citation until you authorize the recognition be sent to the meter .
If your purchase is returned or denied by your fiscal institution, we will remove credit from your meter and you will be charged a fee for processing the fall detail. If you have two returned purchases in a 12-month period, your report will be designated as cash-only and you will need to purchase your power with cash at any of SRP ’ s PayCenter locations or participating retail locations .

What if I need an advance?

If you ’ re having trouble making a purchase, you can request an progress. An advance is like a loan, but with no interest or fees. The total of the advance is added to the proportion of your account and paid back over time through future purchases. You can request an advance using the SRP M-Power app or by calling SRP at (602) 236-8888. With each future purchase you make, a share of the leverage will go toward paying back the advance balance .
A limited number of advances is allowed each calendar month if your balance owed ( see “ paydown remainder ” below ) is less than $ 300. If you ’ re having trouble making a buy for any reason, call us anytime at (602) 236-8888 .
Requesting an progress through the SRP M-Power app is easy. here ’ s what to do :

  1. Log in and tap the menu icon in the top left corner.
  2. Tap “Request an Advance” from the dropdown options.
  3. Review the Safety Statement and tap the “Submit Request” button.

What is accumulated debt?

When your meter runs out of credit and your exponent stays on, any electricity you use is registered by the meter and will show on your display box as “ accrued debt. ” This can happen during “ Friendly Credit ” hours ( 8 p.m.–8 ante meridiem ), during excessive Heat Warnings issued by the National Weather Service and holidays .
If you have accumulated debt, your future purchase must be enough to cover the debt and add credit to keep the world power on .

What is a paydown balance?

sometimes SRP M-Power customers may carry forward a dowry of debt owed to SRP. This libra, called a paydown poise, will show on the SRP M-Power app as “ Amount Owed to SRP. ” You can besides view a paydown balance when you log in to My Account. This remainder will get paid back over time through future purchases .
When you purchase power, a share of the purchase will go toward that symmetry until it is paid in full. The total counterweight owed will determine the share of future purchases that will go toward paying back the sum owed. If your sum total owed to SRP is :

  • Less than $500, your paydown percentage will be 35%.
  • Between $500 and $1,000, your paydown percentage will be 50%.
  • More than $1,000, your paydown percentage will be 70%.

coarse reasons for a paydown balance include inauguration costs, advances and remainder transfers from a prior account .

Extreme weather disconnect moratorium

During times of extreme weather, when the National Weather Service issues an excessive heat Warning or Freeze Warning, SRP will suspend disconnection of service for default. During this time, bills will continue to generate and are due according to SRP standard terms. former requital fees for past-due bills will continue to be charged ; however, accounts will not be disconnected for evasion until the disjunction moratorium has ended. If you are having problems paying your bills, please contact us at (602) 236-8888 to discuss your position .

Medical Preparedness Program

If person in your family requires checkup life support equipment that is in use and substantive to sustaining animation, you may be eligible for our checkup Preparedness Program. We have a documentation procedure, and entirely specified medical equipment qualifies you for this program. once you ’ re certified, your application is valid for 36 months. M-Power customers will be required to transition to a traditional monthly bill plan to participate in the Medical Preparedness Program .
Please be aware that aesculapian status does not guarantee service will not be disconnected for an unpaid electric bill and that checkup accounts are subject to the same bill payment terms as other residential accounts. medical Preparedness Program accounts subject to disconnection of service for evasion may have a service extender installed to limit the total of energy provided until past-due balances are paid or early requital arrangements are in station. This program can be combined with the Economy Price Plan if eligibility is met for both. Please contact us at (602) 236-8888 to determine eligibility and enroll or visit to see if you qualify .

Limited Income Provisions

Our Economy Price Plan offers a $ 23 monthly deduction to eligible customers with a maximum family income at or below 150 % of federal poverty guidelines. federal income guidelines are discipline to change without detect. current stipulate income levels are as follows :

# of people in household Monthly income level
1 $1,610
2 $2,178
3 $2,745
4 $3,313
5 $3,880
6 $4,448
If more than 6 people, add $568 for each additional person.

To enroll, please contact us at (602) 236-8888 or visit for information and to enroll on-line .
SRP may request income verification to confirm continue program eligibility

Current charges

The follow is a list of service charges and fees presently in effect as of Jan. 1, 2012, that are discipline to sales tax and may change as SRP ’ randomness costs change .
late fee is 2 % of the charge sum with a $ 5 minimal.

  • Service establishment fee (next day): $30
  • Service establishment fee (same day): $45
  • Returned payment: $18
  • Field visit: $35
  • High-bill audit: $55
  • Disconnection at meter (reconnect): $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
  • Smart meter opt-out bimonthly: $40
  • Damaged or unreturned M-Power UDT: $133

Contact us

We can be reached by earphone at (602) 236-8888, by mail at Customer Communication Services, PAB277, SRP, P.O. Box 52025, Phoenix, AZ 85072-2025, or by e-mail at help @
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