Arizona Public Service announced on Apr. 15 plans to expand its customer support programs, focusing on heat relief, emergency contacts, and enhanced communications for customers facing past-due bills or potential service disconnections.
The changes come as part of a consent judgment with the Arizona Attorney General’s Office. APS said these enhancements reflect its ongoing commitment to customer safety and support but disagreed with the Attorney General’s statements about its existing policies. “While we have chosen to resolve this matter by adopting enhancements that benefit our customers, APS rejects the Attorney General’s assertions regarding our existing disconnection policies and customer communications, which already meet or exceed all applicable state laws and regulations. Our entire team at APS prioritizes customer safety and cares deeply about the wellbeing of our customers and communities,” APS said in a statement.
Among the announced changes is an updated disconnection hold policy: APS will maintain its calendar-based hold period from June 1 through October 15 each year, but will also voluntarily prevent disconnections outside this window when local temperatures are forecasted at or above 95°F. The company also continues not to disconnect residential service when temperatures fall below 32°F. Communication protocols for past-due bills will now include text messages alongside phone calls, emails, and other methods.
APS is investing an additional $3.4 million into improvements for its Safety Net Program, allowing customers to designate trusted family members or friends as emergency contacts who can receive notifications before any shut-off occurs due to unpaid bills. New prompts will encourage enrollment in this program during account setup or transfer processes as well as through annual reminders online.
In partnership with the Arizona Attorney General’s Office, APS is allocating $1 million toward a Consumer Assistance and Education Program aimed at providing financial help for eligible low-income households at risk of disconnection. This follows a recent $3 million contribution by APS to nonprofit organizations supporting utility bill assistance and related services.
APS provides electricity along with related services such as power delivery, outage support, service setup or transfer, and billing assistance programs according to the official website. The company delivers power to about 1.4 million customers across Arizona—including rural areas, border towns, urban centers—and operates under regulated utility status according to the official website.
Other available assistance includes Budget Billing options that average out monthly payments throughout the year; Energy Support discounts up to 60% based on income; Crisis Bill Assistance offering up to $1,000 per year for qualified customers; CARE (Crisis Assistance Relief Effort) providing up to $500 without age or income restrictions; plus tools like Monthly Plan Comparison reports helping users find their lowest-cost rate plan options according to the official website.
Looking ahead, APS confirmed it would continue offering annual bill analyses for those still enrolled in certain older rate plans so they can make informed decisions about switching plans if desired.
