Disconnection rules

UniSource suspended disconnections and late fees on delinquent accounts in March 2020 to provide some relief for customers facing financial hardships during the COVID-19 pandemic. These accommodations were extended through the summer to Oct. 15 for residential customers under rules approved in 2019 by the Arizona Corporation Commission.

Normally, if payment for a past due balance is not received before a scheduled termination date, an account would be eligible for a service disconnection after Oct. 15. Due to the extenuating circumstances created by the pandemic, UniSource has voluntarily suspended late fees and service disconnections through the end of 2020 to provide additional support for all gas and electric customers.

If your account is past due on the bill you receive after Oct. 15, you must pay the full amount due or you will be enrolled in a payment plan to pay the full balance in installments over several months. We have extended the installment payment period from four to six months to give customers extra time to pay off their balance. During this time, you must pay the installment on your balance and also pay new monthly bills to avoid a future service disconnection.

Customers are responsible for paying for all of the energy they use, including new charges and the overdue balances on their accounts.  

If there is a deposit on the account, that amount will be applied to the past due balance and the deposit will need to be repaid as part of the customer’s installation payments.

Those who have their service disconnected for nonpayment will be required to pay a reconnection fee and a deposit before power is restored. UniSource is unable to guarantee that service will be restored the same day that payment is submitted. Customers participating in the Budget Billing program will be removed from the program if their service is disconnected. You can re-enroll in Budget Billing when your account becomes current.

Customers with overdue accounts may be eligible for a payment extension. To request an extension, log into My Account at uesaz.com or click here to register if you do not have online access. Customers also can call UniSource Customer Care at 877-837-4968 and select "Billing & Payments" then select "Payment Extension" from the menu to request an extension through our interactive voice response system. Alternately, customers can request a payment extension by speaking with one of our Customer Service Representatives.

UniSource realizes that some customers may be facing unprecedented financial hardships. Limited-income customers may qualify for short-term assistance through several nonprofit agencies or a monthly discount on their bill through UniSource’s CARES program. Please visit uesaz.com or call us to learn more about these programs.

UniSource Energy Services: CARES program

CARES program

The CARES program offers a monthly discount for qualifying limited-income customers.
UniSource Energy Services: Short-term assistance

Short-term assistance

We work with community organizations to provide emergency bill payment assistance for qualified customers in financial distress.