UniSource Energy Services

Frequently Asked Questions

Can't find what you're looking for? To help you out, we've compiled a list of the most frequently asked questions divided up into the categories below. If you have other questions not addressed here, you can contact Customer Care.

• General Questions
• Questions About Gas Services
• Questions About Electric Services
• Questions About UES e-bill

General Questions

Where do I pay my bill?
UES offers a variety of options for paying your gas or electric bill, including the online way to pay: UES e-bill. For a complete list of payment options, click here.

How do I contact Customer Service?
You can contact customer service by e-mail at CustCare@uesaz.com or by calling us toll free at 877-UES4YOU (877-837-4968). Many of the most commonly needed services related to your account are available on the Web site by using Account Manager, where you will find convenient forms and links to manage your account.

Who sets my utility rates?
The Arizona Corporation Commission (ACC) sets rates for UES gas and electric service. The current rates charged by UES are frozen through August 2007, although our gas customers' costs will vary based on changes in the wholesale cost of gas. For more information about the ACC, click here.

What are "cookies"?
Cookies are digital chunks of data that are used by some Web sites to store information on a computer. On the UES Web site, cookies are never used to identify you or compromise your privacy. Click here to view our online privacy policy.

Questions about Gas Services

How do national trends in gas prices affect my monthly bills?
UniSource Energy Services does not profit from the cost of gas. Instead, we pass our wholesale purchase costs along to customers without any markup through several charges that appear on your monthly bill.

Can I read my meter myself?
Yes. Reading a meter is easy to do. It will help you better understand how you're being charged for your gas use.

Click here to learn more about reading your meter.

How does UES charge for gas?
The cost of gas is included in both the Basic Cost of Service rate, which remains the same each month, and the Purchased Gas Adjustment (PGA), which varies according to a formula based on the average cost of gas over the previous 12 months. If these charges fail to recover the full cost of gas, UES can ask the Arizona Corporation Commission (ACC) to add a third charge—the PGA Surcharge—to customers' bills to recover the remainder of its gas costs.

Can UES help me reduce my gas bill?
Click here for some energy efficiency tips. You might try our Budget Billing program, which can help you smooth out seasonal fluctuations in your bill by letting you pay the same amount every month, based on your annual gas use. If you're having difficulty paying your bill, you might qualify for a discount under our CARES program which provides assistance for low income customers.

Why is there a fee for online bill payment?
The transaction fee for online payments applies only to credit/debit card or "electronic check" payments and goes entirely to our online payment vendor and not UniSource Energy Services. Of the companies we evaluated for this service, the vendor's charge was among the lowest available.

The Arizona Corporation Commission, which regulates our allowable costs and rates, has indicated that it does not want the costs of credit card, debit card or phone payments passed along to other customers not using those services. So those who want the ease and convenience of those payment options—which are among the most expensive to provide—must bear the costs.

Free or low-cost payment options are still available, including payment through UES e-bill, by mail, at a drop box, or in person. Our SNAP program, which automatically deducts the amount of your bill from your bank account on its due date, is available free of charge.

Who determines gas rates?
The rates we charge have been approved by the Arizona Corporation Commission, and can be reviewed at any UniSource Energy Services business office or at the Commission's office, Gas Utilities Division, 1200 West Washington, Phoenix, Arizona 85007.

Who reads my meter and how often is it read?
We determine the amount of energy you used during a billing period from meter readings made by one of our company representatives. If our meter reader is unable to read your meter for any reason you may find a pre-addressed postcard left at your home which you can use to send us your meter reading. After you read your meter, you should indicate the reading on the card and return it to us. Or you may phone the information to us. In either case, you should do this as soon as possible. If we don't receive the information by the time we prepare your next gas service bill, we'll estimate your consumption and bill you accordingly.

When do you estimate my bill?
You may receive an estimated bill if unforeseen circumstances such as extreme weather conditions prevent us from actually reading your meter. We also will estimate your bill if we are unable to obtain access to your meter through no fault of our own, or whenever a meter is defective or has obviously been tampered with or bypassed. Bills which are computed on the basis of estimated consumption will be clearly identified. If your bill for the billing period is based on estimated usage, the bill which follows the next actual meter reading will adjust any overestimation or underestimation of the prior bill(s) so that you will pay for only gas you actually used. If we underestimate your bill, installment payments can be arranged for the amount underpaid.

What is the "Gas Service Charge" on my bill?
The gas service charge that appears on your monthly bill is a charge to recover our operating expenses (wages, equipment, material) and a reasonable return on the Company's investment. This charge is established by the Arizona Corporation Commission.

What are my payment options?
Click here for a complete listing of all the payment options available to UES gas customers.

Do you have any plans to help with budgeting or automatic payments?
There are two special payment plans that we offer for the convenience of most of our residential customers. Budget Billing provides you with the opportunity to achieve a balance between higher monthly winter bills and lower monthly summer bills. In other words, it allows you to pay approximately the same amount for gas service each month.

If you wish to take advantage of our SNAP program, you can automatically have your UES gas bill payment withdrawn from your checking or savings account.

What if I can't pay my gas bill on time?
If you are unable to pay your gas bill in full before it becomes delinquent, you may arrange for extended payment terms by entering into an agreement with us that will provide for a reasonable schedule for the payment of the bill. If you enter into such an agreement, your gas service will not be discontinued for failure to pay that particular bill, as long as you make all the payments required by the agreement on time.

Do you require a deposit?
Under certain conditions, we may require a security deposit to guarantee payment of gas service bills from any present or prospective customer. The company may require you to establish or reestablish a deposit if you are delinquent in the payment of three (3) or more bills within a twelve (12) consecutive month period or have been disconnected from service for nonpayment during the last twelve (12) months. The company may review your usage after service has been connected and adjust the deposit amount based upon your actual usage. A separate deposit may be required for each meter installed. Such standards as income, home ownership, residential location, race, color, creed, sex, marital status, age or national origin will not be used in determining if a security deposit is required. We maintain records for all customer security deposits. Failure to meet or maintain the Company's deposit requirements is reason for termination of service.

What are your fees and charges?
All new accounts include a turn-on charge. If you request that work be done at your premises after regular business hours, we're authorized to charge a fee in addition to any other applicable charges for the work done. We're also authorized to charge a fee if you request that work be done at your premises during regular business hours but we can't do the work until after regular business hours.

We will advise you of any additional charges before we start work. If you wish to avoid this extra charge, we'll work the order the following business day. Orders are completed in the order in which they are received.

We will not charge a fee when we respond to a call you make notifying us of a possible gas leak or when we find it necessary to make a call at your premises to correct any condition that may affect our service to you or other customers.

If the gas is on at your new address, you simply need to let us know the date that you would like service established in your name. If you are wanting to begin service at one address and turn off service at another address, the dates to turn off and turn on must be within two weeks of each other.

Other additional fees include:

1. Insufficient funds check fee
2. Meter re-read fee
3. Collection fee if we collect at the premises

If I have a complaint, how can I make sure someone will listen?
Complaints or misunderstandings concerning bills or conditions of service may occasionally arise. If this occurs, contact us during regular office hours. If the complaint can't be readily resolved, we'll further investigate the circumstances surrounding the situation, advise you of our findings and attempt to informally reach a solution with you. If we're still unable to reach a satisfactory conclusion, you should let us know, either in person, by e-mail, by mail or by telephone. If you notify us in person or by telephone, you must give us written notification of the dispute within five days. You may also then file a complaint with the Arizona Corporation Commission, Gas Utilities Division, 1200 W. Washington, Phoenix, AZ. 85007.

In the event you dispute the gas service portion of your bill, you must pay the undisputed portion of the bill within five days after advising us of the dispute to prevent discontinuance of service for nonpayment of the bill. We'll work with you to resolve the disputed portion of the bill. If the bill is in error, we'll promptly correct it and send you a corrected bill, together with any refund or credit to which you may be entitled.

Why might you turn off my gas service?
We may discontinue your service for failure to pay your gas bill. A Suspension Notice is mailed 5 days before service is to be discontinued.

We may discontinue service without notice under the following conditions:

• In the event of a condition we determine to be hazardous
• In the event of customer use of equipment in such a manner as to adversely affect our equipment or our service to others
• In the event of tampering with or damaging or deliberately destroying the equipment furnished or owned by us
• In the event of unauthorized use of gas
• For failure to furnish such service, equipment, permits, certificates and/or rights of way, as shall have been specified by us as a condition of obtaining service, or in the event such equipment or permission is withdrawn or terminated

We may discontinue service with five (5) days notice under the following conditions:

• For failure to permit us reasonable access to our equipment installed upon the premises of the customer
• For violation of, or noncompliance with, any of our rules on file with and approved by the Arizona Corporation Commission
• For failure to fulfill contractual obligations for utility service and/or facilities other than settlement agreements
• For failure to comply with the terms and conditions of a settlement agreement, as applicable

We may discontinue service for failure to post a security deposit as required. In addition to the reasons listed above, it may be necessary on occasion for us to temporarily curtail service in accordance with rules and regulations approved by the Arizona Corporation Commission or for reasons of safety or in an emergency.

The Company may not disconnect service for any of the reasons stated below:

• Failure to pay for special services
• Failure to pay for concurrent service received at a separate metering point, residence or location; if you move, you're liable for bills for gas service at your former location
• Failure to pay for different class of service at the same or different location
• Nonpayment of the disputed amount of a bill for gas service, provided you have complied with the Arizona Corporation Commission's rules regarding bill disputes
• Delinquency in payment for service to a previous occupant of the same premises unless a court has found the Commission's rules regarding bill disputes
• New customer legally liable for the debt of the previous occupant, or the previous occupant continues to reside at the premise
• Failure of a customer to pay the bill of another customer as guarantor thereof

How do I get gas service turned back on?
When service is discontinued, it will be restored upon the customer's request after the cause for discontinuance has been corrected. We will make every effort to restore service on the day requested, or the next working day. The customer will be charged a turn-on fee as provided in the rules and regulations approved by the Arizona Corporation Commission.

What is the "Third Party Notification" process and how does it work?

One of the services we have available to assist you in paying your bills, and thus avoid having gas service discontinued, is our Third Party Notification Plan. Under this plan, when we mail a discontinuance of service notice for nonpayment we'll also mail a notification to a designated third party. The third party may be a relative, friend, physician, clergyman or other individual or governmental agency. The third party represents an additional communications link with our customers. It can be especially helpful in the event a service disconnection notice should get lost or simply misunderstood for any reason. The forms needed to take advantage of this service my be obtained by clicking here or calling 877-UES-4YOU (877-837-4968).

What do I do if I'm leaving town for an extended period?
If you must leave town for an extended period of time, contact us, and we'll tell you what steps you should take to avoid having your gas service disconnected for nonpayment while you are gone.

Do you have payment arrangements for customers with medical challenges?

If at any time anyone in your home is seriously ill and you can't pay your gas bill, let us know immediately. We'll advise you what needs to be done on your part, including the requirement that you must provide us with a certificate from a licensed physician stating that discontinuance of service might endanger the sick person's life. You must also provide written proof to UniSource Energy Services that you do not have adequate financial resources to pay the utility charges when due. If you're elderly or living on fixed or low income, you may be eligible for a low income rate or to obtain financial assistance that will help offset increased costs of your utility bills. If you need assistance you should contact your local UES for the name of the nearest agency that can help you.

Questions about Electric Services

How do I get my service connected or turned off?
Connect, transfer or disconnect your Power Service using our easy online form or contact a UES representative at (877) UES-4YOU (877-837-4968).

My service was disconnected. How do I get it reconnected?
If your service was disconnected because of non-payment, you'll need to call (877) UES-4YOU (877-837-4968) and speak with one of our customer service representatives. You'll be asked to pay the past due amount, a reconnect fee, and if necessary, make a deposit before we can turn your service back on. The amount of the deposit will depend on your typical usage and any existing deposit you have with UniSource Energy Services.

Click here for more information on termination of service.

When will my meter be read next?
Your meter is generally read about the same time each month. You may contact the UES customer service department to obtain a meter read schedule.

Can I read my meter myself?
Yes. Reading a meter is easy to do. It will help you better understand how you're being charged for your power use.

Click here to learn more about reading your meter.

Can I pay my bills online or by phone?
Absolutely. To learn about paying your bill online, click here. To learn more about paying by phone, click here.

Can I pay my bill with a credit card or debit card?
Yes. Both online and phone payments can be made with your credit card, debit card or "electronic check." Click here for details.

I've heard about Budget Billing. What is it and how do I sign up for it?
Budget Billing can level your payments from month to month. Click here for more information about Budget Billing.

Can I have my bill automatically deducted from my checking account each month?
Yes. With your approval, your monthly bill can be autodrafted from your savings or checking account and sent to us through our SNAP (Sure No-hassle Automatic Payment) program.

Click here for more information about SNAP.

What do I do if I can't pay my bill?
If you're having trouble paying your bill, be sure to call Customer Service right away. One of our representatives might be able to set up special payment arrangements for you to avoid a disconnection of your service. If you don't call, you will have your service disconnected, and it will cost you more to have the service reconnected.

Click here for more details on our termination of service policy.

Where is my nearest Customer Service office?
There are business offices in both Mohave and Santa Cruz counties.

Click here for street addresses, mailing addresses, and phone numbers of an office in your area.

My bill is higher than normal this month. Why?
Your monthly bill can vary for a number of reasons:

• Your energy usage
• The severity of the weather
• The date your meter was read
• New appliances
• Change in lifestyle (new baby in the house, family member or friend moved in, etc.)

Can UES help me lower my electric bill?
Click here for tips on how to conserve electricity. Or you might try our Budget Billing program, which can help you smooth out seasonal fluctuations in your bill by letting you pay the same amount every month, based on your annual electric use. If you're having difficulty paying your bill, you might qualify for one of our assistance programs, which offer discounts to low-income customers.

Does UES trim trees?
UES trims trees that threaten your power service. If your trees are brushing near or into overhead lines, call UES customer service. Our crews will do the trimming at no cost; this service is part of the electric rates you already pay. We urge you not to do the trimming yourself unless the trees are at least 10 feet from the electric lines. If you do want to trim trees near lines, please call us about disconnecting your service line to help prevent any accidents.

How can I get a streetlight in my neighborhood fixed?
Typically, the streetlights in your neighborhood are maintained by a municipality (city, town, or village). If the light is one that appears on your electric bill, then contact Customer Care by e-mail or by calling an office in your area.

What if my electricity goes off?
First check your breakers. If this doesn't solve the problem, call UES as there may be an outage. As a convenient reference when power is out and you can't use your computer, you can print this PDF document and keep it handy: What to Do If There is a Power Outage.

Questions about UES e-bill

What is UES e-bill?

UES e-bill is a convenient, free service that enables you to receive, view and pay your UES bill securely online.

Once enrolled in UES e-bill your bills are delivered online, with notification via e-mail. The bill looks like the familiar paper version but in a digital format. You can view and pay your bill online anytime—24 hours a day, seven days a week. You decide when and how much to pay, and which bank account you want your payment to be deducted from.

What is Account Manager?

Account Manager provides secure, free access to your account information and related services, such as UES e-bill. Security is the key. Your information is kept private and encrypted. By using a login and password, only you have access to that information, and only you can make changes. Click here for more information.

How secure is my bill payment and personal information?

UES has a strict privacy policy and uses the industry standard in security protection.

When you log in to UES e-bill from the uesaz.com home page, your e-mail address and password are transmitted using Secure Socket Layer (SSL) technology. SSL encrypts your personal information before it leaves your computer, ensuring that no one else can read it.

Why do I need an e-mail address and password to access my account?

Your e-mail address and password protect the confidentiality of your account and enable us to verify your identity. To maintain the security and privacy of your account, choose a password that others can't guess but is easy for you to remember. A combination of letters and numbers works well (for example Sm37hat). Your password must be between 6 and 8 characters.

Who do I contact if I forget my e-mail address or password?

Click here to recover your e-mail address or password. If you continue to have problems, e-mail Customer Care.

What is UES's online privacy policy?

UES will never share your information for commercial purposes or with any third parties other than to process your online bill and payment. For our full privacy policy, click here.

How do I sign up for UES e-bill?

Simply enroll by clicking here. The first step is to register with Account Manager by creating a unique e-mail address and password. During the enrollment process, you'll enter information about your UES electric account. You will need to refer to a current UES electric bill to register. Then with a few more clicks, you'll be ready to pay your bill online.

What information do I need to enroll in UES e-bill?

Simply enroll by clicking here. To make signing up easier, have the following handy:

• A recent UES electric bill showing your account number and billing address
• Bank account number from which your payments will be deducted if you choose to pay online
• Bank routing number (we'll show you how to find this number on your checks)
• Valid e-mail address*

* After you enroll in UES e-bill from uesaz.com, you will receive an e-mail notification with the necessary link when your bill is ready to view and pay online.

How do I access 24 months of my billing history?

Beginning with the month you make your first payment using UES e-bill, your bills will be stored in your online account. You can accummulate up to 24 months of bills. You have the choice of "filing" them (placing them in a special area where you can retrieve them as needed) or keeping them viewable on the initial UES e-bill screen.

Will I continue to receive a paper bill from UES?

After enrolling in UES e-bill, your bills are delivered online, with notification via e-mail. In some cases, you will receive one more paper bill in the mail before being switched to e-billing exclusively. Every month you'll receive an e-mail notification with the necessary link when your current e-bill is available for viewing and paying online. Your bill notification will be sent to the e-mail address that you used to register and log into Account Manager. Be sure to update your e-mail address in the "My Profile" section of Account Manager if you switch your Internet Service Provider (ISP). Up to 24 months of your billing and payment history are available online in your personal e-file.

I "filed" my e-bill before I paid it. How can I now view or pay it?

When you click on the "file" option for a bill, that bill is removed from your active e-bills list. You can view filed e-bills by clicking on the "My Filed Bills" link. To pay a filed e-bill, start by clicking on the "Un-file" link that is located on the right side of the screen next to the bill you want to pay (you need to "un-file" the bill first). When the bill is un-filed, you can click on "My Bills" and select to pay it as you would normally.

My first e-bill is a UES bill I have already paid. What should I do?

Your first e-bill will be the UES statement for the current billing cycle, and you may have already paid that bill by some other method. Depending on when the payment was made, your first e-bill statement may not reflect this payment. If you have already paid the bill for the current month, click the "file" button to have your UES e-bill stored in your e-file. You will receive an e-mail notification when your next bill is ready to view and pay online.

What's the difference between credit card payments and UES e-bill?

With UES e-bill, you can make payments from a bank account, such as a checking or savings account, and there is no fee associated with paying your bill. Also, with UES e-bill you are viewing your bill online and have access to other account functions. If you wish to pay your UES bill by credit card, you will be directed to a credit card processing company, which is available online or by phone. To use a credit card to pay your bill, or to pay by phone, click here. The processing company will add $3.95 for every $250 to the total amount of the payment.

If UES e-bill is free, why is there a convenience fee for credit card payments?

Credit card payments are processed by a third-party vendor that charges a convenience fee on each transaction. UES does not receive any portion of the fee charged for credit card payments. Credit card payments are a separate service from UES e-bill, which allows you to pay your monthly bill electronically using your checking or savings account, free of charge.

How long does it take for my payment to be credited to my account?

Please allow at least two business days for your payment to be credited to your account. If you need to have a payment posted to your account sooner, you can pay your UES bill by cash at one of our authorized payment locations.

I like the convenience of automatic payments with UES's SNAP plan. How is UES e-bill different?

With UES's direct debit plan, called SNAP, you receive a paper bill that tells you when the amount due is going to be automatically deducted from your bank account.

With UES e-bill, you receive your bill online (no paper bills mailed) and you can pay online. You decide the date and the payment amount to be deducted from your bank account or you can even set up recurring automatic payments similar to SNAP (see important note below).

Another option is to receive your bill online, but to continue to pay by SNAP.

I want to continue to pay my bill through SNAP (direct debit). Can I still sign up to receive e-bills and eliminate paper bills?

You have the option to sign up to receive your UES bill online but continue to pay by SNAP. By registering with Account Manager, you can choose to add the convenience of receiving and viewing your bill online with UES e-bill. You will no longer receive a paper UES bill in the mail. Instead, you'll receive an e-mail notification with the bill amount and date that your payment will be deducted from your bank account. The e-mail notification will also provide a link to view your entire e-bill at uesaz.com. There is no need to pay online as this will result in duplicate payments.

I want to pay my bill with a credit card. Can I still sign up to receive e-bills and eliminate paper bills?

Yes, you have the option to sign up to receive your UES bill online but to pay by credit card. By registering with Account Manager, you can choose to add the convenience of receiving and viewing your bill online with UES e-bill. You will no longer receive a paper UES bill in the mail. Instead, you'll receive an e-mail notification with the bill amount and date that your payment is due. The e-mail notification will also provide a link to view your entire e-bill at uesaz.com. When you use a credit card to pay your bill, the processing company will charge you a fee for this service.

What do I need to do if I want to change from the SNAP (automatic direct debit) plan to UES e-bill?

To change bill payment methods, simply:

1. Cancel your SNAP plan. Click here to disenroll from SNAP (if you are not logged in to Account Manager, you will need to log in first)*
2. Enroll in UES e-bill by first registering with Account Manager

* To avoid double payments for the same billing cycle, you must first cancel your SNAP payment plan at least five business days before the date your next payment is scheduled to be deducted from your checking account.