In response to the unprecedented circumstances brought on by the COVID-19 pandemic, Salt River Project officials announced this week the utility has extended a moratorium on power disconnections started in March for some customers.
In July, SRP announced it was extending its suspension of disconnects until October. Throughout the summer, SRP accelerated its outreach programs to find financial support for customers and develop customized payment arrangements.
As part of its latest customer-support efforts, SRP will extend its disconnect moratorium for customers on its limited income program, the Economy Price Plan, until early January 2021.
Additionally, beginning in October, SRP will automatically place its non-EPP customers with $80 or more of debt on eight-month payment plans if they have not already called SRP to set up personalized payment arrangements.
Non-EPP customers on SRP's prepay program, the M-Power Price plan, will have any accumulated debt placed in a paydown account, and a percentage of every future energy purchase will be applied to this account so they can pay off the debt over time.
SRP will put standard payment policies, including disconnects for non-payment, back in place on Oct. 1 for non-EPP customers, and SRP customer service representatives will continue to work with all customers to set up payment plans, share referrals to community action agencies with available COVID-19 relief funds, help customers switch price plans and receive payment extensions and discounts.
Any of these support activities can help reduce debt and help customers with past-due balances avoid potential disconnection this fall.
Customers having any difficulty paying their bill should call (602) 236-8888, and SRP customer service representatives are ready to discuss customers' arrangements in more detail and work with customers on other solutions unique to their circumstances.
SRP has trained resource counselors who work with both English- and Spanish-speaking customers.
Beyond prolonging disconnects for EPP customers, SRP will not charge EPP customers any late payment fees through early January.
SRP Customer Service will continue to work with EPP customers to develop repayment plans and identify available bill assistance through community partners so these customers do not face unsustainable debt at the start of 2021.
SRP's Here to Help website, srpnet.com/heretohelp, provides information on a wide variety of assistance available to customers.
SRP is continuing to allow customers to switch price plans at any time with no waiting period, and the utility also shares tips online on how customers on time-of-use plans can save money on their energy bills.
In keeping with longstanding policies, SRP will not disconnect customers' power during an Excessive Heat Warning categorized by the National Weather Service.
SRP Residential Customer Service is available to serve customers 24/7 at (602) 236-8888 in English and (602) 236-1111 in Spanish.
SRP Business Customer Center representatives are available 7 a.m.–5 p.m. Monday-Friday at (602) 236-8833.