Arizona Public Service Company extends late fee waivers, low-income bill credits into late 2021

Still reckoning with the COVID-19 pandemic, the Arizona Public Service Company (APS) announced a major extension of aid for customers this week, pledging to waive late fees until Oct. 15, 2021, and eliminate limited-income customer balances of $250 or less.

Late fees at APS have been suspended since March of this year, along with disconnections for nonpayment. Both were set to resume as normal after this month, but late fee waivers, at least, will now be extended through most of 2021 for business and residential customers.

“Our pandemic bill relief programs have assisted more than 65,000 customers in 2020 to help those impacted by COVID-19 get back on their feet,” Monica Whiting, APS Chief Customer Officer, said.

To date, the company claims to have helped connect customers to more than $6.1 million of utility bill support. Limited-income customers on either the APS Energy Support or Energy Support with Medical programs with past due balances have been granted a one-time credit of $250 or the total balance, whichever is lower.

Yet the company intends to pursue still more efforts next year. Beginning in January, APS will automatically place residential customers with past due balances of $75 or more onto eight-month payment plans and offering businesses the option to volunteer for that effort as well. If even eight months is too little, customers are encouraged to contact the APS Customer Care Center to discuss options.

“We encourage customers who have struggled to stay current with their bills, or who need longer than the eight-month automatic arrangement, to contact us so we can help them bring their accounts back into good standing over time,” Whiting said. “We also can connect them to utility bill assistance programs, energy efficiency programs, and service plan options that may help reduce future bills. We are genuinely here to work with our customers and provide help and support.”

Further, APS is expanding limited-income bill discounts to more people. The qualification will soon reach those between 150 percent to 200 percent of the federal poverty level and continue to provide discounts to the more than 71,000 limited-income customers currently enrolled. A customer support fund provided one-time bill credits of up to $300 per residential customer and $1,000 for small businesses in 2020.