APS entered into an agreement with the Arizona Attorney General Office’s Civil Litigation Division. The agreement relates to our customer education and outreach program as we transitioned customers to new service plans following our 2017 rate case decision. The agreement provides $24 million for eligible APS customers.
Moving all customers to new plans in the 2017-2018 timeframe was a major undertaking and an industry first, and there are areas where we could have done better. This agreement acknowledges that, and recognizes our commitment to inform customers of their service plan options and to provide effective tools and resources for choosing the one that’s right for them.
We are committed to meeting your energy needs and service expectations. You can reach us 24 hours a day, 7 days a week at 602-371-7171 (800-253-9405).
Who is eligible to receive money under this agreement?
Customers will receive payments if they 1) weren’t on their lowest-cost plan as of March 2020, when we began providing customers with monthly information about their potential to save on a different plan, and 2) could have saved $120 or more on another plan based on historical usage data. Approximately 210,000 residential customers will be eligible. Payments will be for a pre-determined amount of money ($98.94) consistent with the terms of the settlement. These checks will be mailed beginning May 10, 2021.
There is a smaller group of customers, approximately 15,000, who may have received an incorrect rate recommendation in 2017 and will be eligible also. These refunds will be for the amount the customer could have saved on another plan, plus $25 for any inconvenience. These checks will be mailed in early May.
Payment amounts and distribution were determined in cooperation with the Attorney General.
How will customers know if they are eligible?
If you are eligible, you will receive a check from APS. Customers can call our care center at the number above to see if they are eligible. It’s always a good idea to log in to confirm that your contact information is up to date.
What should customers do if they receive a check?
When customers receive their check, they are encouraged to cash it before the expiration date. If a customer prefers to receive a credit on their APS bill, they should contact us at 602-371-7171 (800-253-9405). Customers can return the check to us, and we will apply a credit to their account instead. If the check is not cashed by October 24, 2021, and the recipient is still an active APS customer, we will credit the customer’s account for the amount of the check. If the recipient is no longer an active customer, in most cases we will turn those funds over to the Attorney General. Those customers should contact the Attorney General’s office by April 25, 2022, to claim their funds: (602) 542‐3725 or email@example.com.
How do customers know if they are on their lowest-cost plan?
We provide residential customers with information every month about whether they could save money on a different plan. This is included on your bill and is available here on our website when you log in to your account. Our customer care advisors are also available to help you determine the right plan for you.
Tools & Resources to Help You Save
We’re here to help you find ways to save that work for you.