Billing Guidelines

We have some basic guidelines associated with our billing procedures, and we have layed out those related to deposits, waiver of deposits and monthly billing.

Disconnect notice process change

Starting on Sept. 12, 2016, TEP’s disconnect notice process will be revised to more clearly communicate amounts due, due dates and potential service termination dates. The streamlined process will result in fewer mailings to you, adding more clarity and convenience to your bill-payment process. Review the FAQs below for more information about the new disconnect notice process.

Deposits

The company may require from any present or prospective customer a deposit to guarantee payment of all bills. The deposit may be retained until the 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 twelve consecutive months of service during which time the customer has not been delinquent more than two times in the twelve month period.

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.

The company 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 twelve consecutive months of service or was not disconnected for nonpayment, or
  • The customer can produce a letter regarding credit verification from an electric utility where service of a comparable nature was last received which states that the customer has had a timely payment history at time of service discontinuation, or
  • Instead of a deposit, the company receives deposit guarantee notification from a social or governmental agency acceptable to the company.

Monthly Billing

TEP 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 twenty-five days or more than thirty-five 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 right below the read dates of the bill: An estimated meter read was used to calculate this bill.

FAQs: Disconnect notice process change

How will TEP's disconnect notice process change?

Historically, TEP disconnect notices have been mailed separately from monthly bills. With the new process, notices will be included with the monthly bill.

Why is the process changing?

The current process can create confusion for customers, as notices and bills often arrive within days of each other, with differing amounts due, due dates and potential service termination dates. The new process will make it easier for customers to understand the steps necessary to prevent disconnections for non-payment. The new process also will reduce the number of mailings customers will receive.

Will the disconnect notice process change for e-bill customers?

Yes. E-bill customers will no longer receive printed disconnect notices by mail. Instead, such notices will display 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.

If I get a disconnect notice, when will my electricity be turned off?

Failure to pay the amount shown may result in service disconnection at any time on or after the termination date shown on the notice.

How can I avoid service disconnection?

Timely payment of your TEP bill is the best way to avoid disconnection. TEP 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 520-623-7711 or through My Account.

Questions regarding your bill?

Call Customer Care at 520-623-7711.

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

Arizona Corporation Commission

402 West Congress St
Room 114
Tucson AZ
800-222-7000 – Phoenix office
800-535-0148 – Tucson office

Usage Data

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

Data Release Form