"Everyone needs a little help sometimes. Working together, we can come up with a solution that fits our customers’ personal situations so they can avoid falling too far behind."
Kayla, Customer Service Representative
Payment Assistance
TEP understands that some customers may be struggling financially. To provide relief, TEP offers extended payment arrangements, payment extensions and other assistance to help customers who have fallen behind on their electric bills. Bill payment assistance also is available from the community agencies listed below.
- Payment Arrangements – Tucson Electric Power does not disconnect residential electric service for non-payment through the hot summer season from June 1 through Oct. 15. Customers with overdue balances after October 15 will be enrolled in a payment arrangement and are expected to continue to make monthly payments to pay down their overdue balances. Customers placed on payment arrangements must pay the monthly installment amount plus their current monthly bills in full and on time. All customers are responsible for paying for all the energy they use.
- Payment Extensions – Customers who aren’t already on a payment arrangement and just need a little extra time to pay can request a payment extension through My Account using TEP’s mobile app or by calling TEP Customer Care at 520-623-7711. Generally, customers with a good payment history are eligible for an extension. If you are denied a payment extension online or through our automated IVR system, please speak to one of our Customer Service Representatives.
- Short-term Bill Payment Assistance – TEP cooperates with several community agencies to offer emergency bill payment assistance to customers through the federal Low Income Home Energy Assistance Program and the statewide Home Energy Assistance Fund administered by Wildfire. Please contact these organizations directly to request assistance:
- Tucson and Pima County Eviction Prevention Program, 831-292-4308
- Interfaith Community Services, 520-297-6049
- Pima County Community Action Agency, 520-724-2667
- The Salvation Army – Sahuarita/Green Valley/Amado, 520-625-3888
- The Salvation Army – Tucson, 520-792-1111
- Portable Practical Educational Preparation (1-4 p.m. only), 520-770-2506
- Primavera Foundation (Call first business day of the month), 520-395-6420
- St. Vincent de Paul – Holy Family Tucson (Leave a message), 520-628-7837
- Lifeline – Low-income residential customers may qualify for an $20 monthly discount through TEP’s Lifeline program. The program is available to residential customers whose household income does not exceed 200 percent of the federal poverty level. For example, a family of four with a monthly household income of $5,200 or less would qualify for the Lifeline program. View the eligibility guidelines to see if you qualify.
- Budget Billing – Make your monthly bill amount more manageable by enrolling in our Budget Billing program. Your estimated annual bill is divided into 12 monthly payments so that you pay the same amount each month. This helps reduce summertime expenses when bills are typically the highest. Customers placed on payment arrangements will be removed from Budget Billing, but are welcome to re-enroll when their account is current.
- Pricing Plan Options – TEP offers four different pricing plans that allow you to better control your electric bills by choosing a plan that best suits your energy use. Three of these plans can help you save money if you avoid using energy during on-peak hours when the demand is high.
- Energy Efficiency Tips – TEP offers many simple no or low-cost ways to save energy throughout your home to help reduce your electric bills. We also offer rebates on a wide range of products and services to make your home more comfortable, safe and energy efficient.
- Free Home Weatherization Assistance – We work with community partners to offer free home weatherization assistance to low-income residents. Among the free home retrofits offered are air conditioning system replacement, weather-stripping, caulking, sun shades and low-flow water fixtures.
- Tools to Manage Your Bills – Use My Account on the TEP website or the TEP mobile app to easily access your billing information, such as the amount due and due date, previous payment history and energy usage. If you haven’t already established online access to your TEP account, you can sign up using information on your most recent bills.
Customers remain responsible for paying for all the energy they use. If you have any questions about assistance available through TEP or community agencies or your account, please contact TEP Customer Care at 520-623-7711.
Our team is committed to customer satisfaction. See how we performed in the J.D. Power 2023 Electric Utility Residential Customer Satisfaction Study.