Disconnection rules

Almost a full year after suspending disconnections in 2020 to provide relief for customers facing financial hardships during the pandemic, UniSource resumed disconnections in March 2021 as a last resort for accounts with overdue balances. In February, we also resumed late fees for bills paid after the due date.

Customers who did not pay their total overdue balance before January 18, 2021 were automatically enrolled in a payment arrangement that divides their balance into eight equal installments. Those arrangements replace the previous payment plans established when disconnections for nonpayment were suspended during the summer.

Under rules approved by the Arizona Corporation Commission (ACC) in 2019, utilities are prohibited from disconnecting residential electric customers for nonpayment from June 1 through October 15.

Customers placed on payment arrangements in 2021 must pay their monthly installments plus their current monthly bills in full and on time or will be subject to a disconnection. 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.

All customers are responsible for paying for all the energy they use. Timely payment of your UniSource bill is the best way to avoid disconnection.

Customers may be notified by UniSource that they are subject to a disconnection by a notice on their bill, a mailed letter, an email and/or a phone call from a Customer Care representative. If payment for a past due balance is not received before a scheduled termination date, an account would be eligible for a service disconnection.

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. Customers also may request an extension by speaking with one of our Customer Care representatives.

UniSource also offers low-income customers for short-term assistance through several nonprofit agencies as well as a monthly discount on their bill through UniSource’s CARES program.

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.