Billing guidelines

Details about deposits, the monthly billing cycle and service disconnection and reconnection

Deposits

UniSource Energy Services may require from any present or prospective customer a deposit to guarantee the payment of bills. The deposit may be retained until service is discontinued and all bills have been paid. Residential customer deposits will not exceed two times the estimated average monthly bill. Deposits will automatically be credited to the customer's account after 12 consecutive months of service during which time the customer has not been delinquent more than two times.

The company may require a customer to pay a deposit if payment of three or more bills is delinquent within a consecutive 12-month period or if service has been disconnected for non-payment.

UES may review the customer's usage after service has been connected and adjust the deposit amount based upon the customer's actual usage.

A separate deposit may be required for each meter installed.

Waiver of deposit

A waiver of deposit may be granted depending on the following circumstances:

  • If the customer has had service of a comparable nature with the company at another service location within the past two years and was not delinquent in payment during the last 12 consecutive months of service or was not disconnected for nonpayment, or
  • The customer can produce a letter regarding credit verification from a utility where service of a comparable nature was last received stating that the customer had a timely payment history at time of service discontinuation, or
  • The company receives a deposit guarantee notification from a social or governmental agency acceptable to the company.

Monthly billing

UES bills customers monthly for services rendered. You pay for your service after you've used it. Meter reading will be scheduled for periods of not less than 25 days or more than 35 days. If the company is unable to read the meter on the scheduled meter read date, the company will estimate the consumption for the billing period giving consideration to the following factors where applicable:

  • The customer's usage during the same month of the previous year
  • The amount of usage during the preceding month

If we are unable to read your meter, your bill will include a message below the read dates of the bill: An estimated meter read was used to calculate this bill.

Disconnect notice process

If you receive a disconnect notice for non-payment, it will be included with your monthly bill. UES e-bill customers will receive a disconnect notice message displayed prominently in the email alert that their bill is ready to view. When the link to “view bill” is clicked, e-bill customers will see both their current bill and any pending disconnect notice. If you are enrolled in e-bill through a third-party provider, such as your bank, you will receive a paper copy of your disconnect notice (and bill) should your account become delinquent.

Failure to pay the amount shown on your bill may result in service disconnection at any time on or after the termination date shown on the notice. Timely payment of your UES bill is the best way to avoid disconnection.

If you are scheduled for disconnection and need to make an immediate payment, please choose from the following options:

Pay in person

Please visit Walmart to pay in person. After payment is made, call Customer Care at 877-837-4968 to provide your payment confirmation number located on your receipt.

Pay by phone

To pay your gas bill by phone, call 1-800-284-9730.

To pay your electric bill by phone, call 1-800-285-4960.

Be ready to enter your account number, billing zip code and U.S. bank account and routing number.

UES makes it easy to pay your bill through a variety of channels. Customers also may request a payment extension using self-serve options by calling 877-837-4968 or through My Account.

Service reconnection

Before electric and/or gas service can be reconnected after disconnection for non-payment, the delinquent portion of the bill and a separate reconnect fee must be paid in full. Additionally, a deposit may be required.

Once a payment has been made through a verifiable method, call UES at 877-837-4968, and Customer Care will issue a reconnect order. We cannot guarantee that service will be turned on the same day a payment is made.

Gas customers: An authorized adult 18 years of age or older must be at the premise at the time gas service is reconnected.

Electric customers: To determine if your electric service has been reconnected, the main breaker must be in the “on” position.

Questions regarding your bill?

Call Customer Care at 877-837-4968.

You have the right to contact the Arizona Corporation Commission if you are not satisfied with our findings regarding your bill.

Arizona Corporation Commission
1300 W. Washington St.
Phoenix, AZ 85007

Phone: 800-222-7000 or 602-542-4251

Usage Data - Electric

Use this form to grant UES permission to release your usage data to a third party.

Data Release Form

Usage Data - Gas

Use this form to grant UES permission to release your usage data to a third party.

Data Release Form