A message to customers during COVID-19: We’re here to help

We understand you may be feeling concerned and uncertain because of the coronavirus (COVID-19). Here’s what we’re doing to help keep our community healthy while keeping the power on and water moving through the Valley.

Keeping you in power during COVID-19

We know that our residential and small business customers are greatly impacted by this unforeseen event. Because of this, we’re waiving late fees and pausing power shut-offs for non-payment.

Please note: Some customers may experience temporary disconnections due to work on the power system. We will make every effort to ensure minimal impact.

Even though we aren’t turning power off for non-payment right now, customers will continue to be charged for the electricity they use.

If you are having a hard time paying your electric bill for any reason, please let us know as quickly as possible. We can work with you to avoid a worsening financial situation.

SRP will continually assess the situation to ensure this is the right decision for our customers and the 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.

Here’s what else we’re doing

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 some employees to work from home and taking extra steps to keep our facilities clean. All of these steps are being taken to ensure the reliable delivery of water and power.  

We remain committed to the support of many community causes during this time. However, in-person events are canceled through the end of May.

Customers registered for upcoming events will receive additional notice about any cancellations.

COVID-19 changes: Here’s what you need to know

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.

Although our PayCenters are open, we encourage customers to take advantage of My Account and our mobile apps to make payments:

During these uncertain times, cash-only customers can now use My Account and our mobile apps to make payments to avoid visiting the PayCenters. 

Unfortunately, in times like these, scammers are targeting our customers. Here are ways to spot a scam.

Remember, SRP will never:

  • Call you to threaten disconnection within an hour
  • Demand immediate payment with a prepaid card
  • Show up at your home and request access indoors
  • Ask for sensitive data through email or phone

In light of CDC recommendations, our corporate offices are closed to the public during this time. Exceptions to this rule are 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.

Helping each other

Some customers have asked how they can help others during this time.

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 contributed 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.

Of course, we’re also here to help. If you have questions or are having difficulty paying your electric bill for any reason, call us 24/7/365 at (602) 236-8888.

SRPconnect

SRPconnect

For more than a century, SRP has provided reliable, affordable water and power to more than 2 million people in central Arizona. As a community-based not-for-profit water and energy company, SRP acts in the best interest of the people it serves and strives to help build a better future for Arizona.

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