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Q) How does APS know which customers are without power?
A) APS relies on customers to inform us of outages they are experiencing. The more information we receive can help to analyze the problem and restore power quicker.
Q) What if a power line falls into my yard?
A) Downed power lines are very dangerous. Please call 911 immediately. We have direct contact with local emergency services and will respond as quickly as possible.
Q) Once I have reported an outage, what steps do you take?
A) Once an outage report is received, a ticket will be created. The tickets are sent to operations and a field technician is dispatched to restore power as quickly and safely as possible. If the repair cannot be done by the field technician, then a line crew will be called out to make repairs.
Q) Why can't APS tell me when my power will be restored?
A) Customer and employee safety is our foremost priority and will never be compromised to restore power. Each outage has different circumstances and some may take longer for us to identify the source of the problem. During widespread storm-related outages the availability of restoration information may be significantly delayed.
Q) Can I receive a wake up call if my power is out?
A) You can request a wake up call after you have reported your power outage. Please contact the Customer Care Center at (602) 371-7171 or (800) 253-9405 and press 1, then 3. After you have listened to to the outage information you will be given the option to request a wake up call. Once a wake up call has been requested, it cannot be canceled.
Q. What if I have medical equipment?
A) The Medical Care Program is an outage preparation program for customers with a qualified medical condition requiring the use of electric medical equipment or a terminal illness. The intent is to provide appropriate information to assist the customer in making back up plans. The program gives advanced notification in the event of a planned outage. During an unplanned outage the coding on the account notifies APS of the medical condition in the home. APS will be working to restore power as quickly as possible. Priority is based on the type of outages APS is currently working and the type of outage the customer is experiencing. If you rely on medical equipment, and would like to apply for the Medical Care Program, please contact us at (602) 371-6884 or (800) 253-9405 ext 6884.
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