Disconnection rules

TEP 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, TEP has voluntarily suspended late fees and service disconnections through the end of 2020 to provide additional support for all 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.

Customers who fail to make payments on their past due balance on their subsequent bill will become eligible for 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.

Those who have their service disconnected for nonpayment will be required to pay a reconnection fee and a deposit before power is restored. TEP 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 tep.com or click here to register if you do not have online access. Customers also can call TEP Customer Care at 520-623-7711 or 800-328-8853 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 one from a Customer Service Representative.

TEP 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 TEP’s Lifeline program. Please visit tep.com or call us to learn more about these programs.

Tucson Electric Power: Lifeline program

Lifeline program

TEP's Lifeline program offers a monthly discount for qualifying limited-income customers.
Tucson Electric Power: Short-term assistance

Short-term assistance

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