{"id":"aps","page":"https://escalate.alexgaoth.com/#/c/aps","html":"https://escalate.alexgaoth.com/c/aps/","generated":"2026-10-15","company":{"id":"aps","name":"Arizona Public Service","aliases":["APS","Arizona Public Service Company"],"sector":"utility","website":"https://www.aps.com","account_url":"https://www.aps.com/Authorization/Login","notes":"Electric utility in Arizona. Regulated by the Arizona Corporation Commission. APS does not disconnect residential customers for nonpayment from June 1 to October 15.","channels":[{"id":"main-phone","type":"phone","label":"Main customer service line","value":"+1-800-253-9405","hours":"Anytime","purposes":["billing_error","bill_increase","deposit_refund","poor_service"],"notes":"Local number 602-371-7171.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"outage-phone","type":"phone","label":"Outage hotline","value":"+1-855-688-2437","hours":"Anytime","purposes":["service_outage"],"notes":"Local number 602-371-3680.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Emergencies and safety hazards (call 911 first for downed lines and stay 100 feet away)","value":"+1-800-253-9408","notes":"Local number 602-258-5483.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"credit-phone","type":"phone","label":"Credit line (payment arrangements)","value":"+1-800-253-9409","hours":"Anytime","purposes":["disconnection"],"notes":"Local number 602-371-7607.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"residential-email","type":"email","label":"Residential customer email","value":"aps@aps.com","purposes":["billing_error","bill_increase","deposit_refund","poor_service"],"notes":"APS aims to reply within three business days.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"letters-mail","type":"mail","label":"Letters (not payments)","value":"APS, MS 3200, PO Box 53933, Phoenix, AZ 85072-3933","purposes":["billing_error","deposit_refund","poor_service"],"source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"live-chat","type":"chat","label":"Live chat","value":"https://www.aps.com/en/Utility/Contact-us/Live-chat","hours":"Monday to Friday, 7 a.m. to 7 p.m. MST","purposes":["billing_error","bill_increase","poor_service"],"source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"claim-form","type":"web_form","label":"Claim form (damage or loss claims)","value":"https://www.aps.com/en/Utility/Contact-us/Claim-Form","purposes":["service_outage"],"source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Set up a payment arrangement online","value":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Arrangement","purposes":["disconnection"],"source":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Arrangement","last_verified":"2026-10-12"},{"id":"assistance-page","type":"portal","label":"Bill assistance programs (Crisis Bill Assistance, Energy Support, APS CARE, LIHEAP)","value":"https://www.aps.com/en/Residential/Account/Assistance-Programs","purposes":["disconnection"],"source":"https://www.aps.com/en/Residential/Account/Assistance-Programs","last_verified":"2026-10-12"},{"id":"medical-care-program-phone","type":"phone","label":"Medical Care Program questions (planned-outage notices for medical equipment users)","value":"+1-844-309-5655","purposes":["service_outage"],"source":"https://www.aps.com/en/Residential/Account/Assistance-Programs/Medical-Equipment-Preparedness","last_verified":"2026-10-12"},{"id":"medical-care-program-mail","type":"mail","label":"Medical Care Program application (part completed by a licensed medical professional)","value":"APS Medical Care Program, Mail Station 3211, P.O. Box 53933, Phoenix, AZ 85072","purposes":["service_outage"],"source":"https://www.aps.com/en/Residential/Account/Assistance-Programs/Medical-Equipment-Preparedness","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"main-phone"},{"rung":"supervisor"},{"rung":"written_complaint","channel":"residential-email","note":"Or a letter to letters-mail."},{"rung":"state_agency","agency_kind":"utility_commission","note":"Arizona Corporation Commission."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"Dispute by phone, chat or email; escalate to the Arizona Corporation Commission.","evidence":["the bill","meter readings","earlier bills","notes of each contact"],"steps":[{"do":"Call or chat with APS. Ask whether the reading was estimated and ask for a correction or a meter test.","channel":"main-phone"},{"do":"Put the dispute in writing by email and keep the reply.","channel":"residential-email"},{"do":"If not resolved, complain to the Arizona Corporation Commission."}]},{"issue":"disconnection","summary":"Customers owing $300 or less are not at risk of disconnection, and no residential disconnections happen June 1 to October 15; arrange up to 12 monthly payments.","evidence":["past-due notice","account number"],"steps":[{"do":"Set up a payment arrangement online or by calling the credit line.","channel":"payment-arrangement"},{"do":"Apply for Crisis Bill Assistance, APS CARE or the Energy Support discount.","channel":"assistance-page"}],"facts":[{"kind":"policy","claim":"Between June 1 and October 15, APS does not disconnect power for nonpayment for residential customers, and charges no late fee during that period.","issues":["disconnection"],"source":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Policies","last_verified":"2026-10-12"},{"kind":"limit","claim":"Customers with a past-due balance of $300 or less are not at risk of disconnection.","issues":["disconnection"],"source":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Policies","last_verified":"2026-10-12"},{"kind":"fee","claim":"Residential customers seven days past due on the current bill may be charged a late fee of 1.5% of the past-due amount plus tax.","issues":["disconnection","billing_error"],"source":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Policies","last_verified":"2026-10-12"},{"kind":"policy","claim":"A payment arrangement can spread the balance over up to 12 monthly payments of at least $25; the 12-month option needs a balance over $300. Customers with a balance of $75 or more typically qualify. Budget Billing customers cannot set one up.","issues":["disconnection"],"source":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Arrangement","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Crisis Bill Assistance gives up to $1,000 through partner agencies for a temporary hardship; APS CARE gives up to $500 through The Salvation Army regardless of income.","issues":["disconnection"],"source":"https://www.aps.com/en/Residential/Account/Assistance-Programs","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Energy Support Program gives a monthly discount of up to 25% or 60% based on household income; qualifying customers who depend on life-saving medical equipment may get up to 35% or 60%.","issues":["disconnection","bill_increase"],"source":"https://www.aps.com/en/Residential/Account/Assistance-Programs","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report outages any time; register medical equipment users for planned-outage notices.","evidence":["service address","outage start time"],"steps":[{"do":"Call the outage hotline or report online.","channel":"outage-phone"},{"do":"For losses caused by an outage, file a claim.","channel":"claim-form"},{"do":"If someone has a life-threatening illness or uses critical medical equipment, apply for the Medical Care Program to get notices before planned outages.","channel":"medical-care-program-mail"}]}],"known_blockers":["Online payment arrangements and account changes need sign-in.","The Medical Care Program application needs a licensed medical professional's section."],"official_domains":["aps.com"],"security":{"never_asks":[{"kind":"policy","claim":"APS will never send QR codes or texts, or call, demanding immediate payment.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"APS will never require payment by QR code or prepaid card, and will never specify which payment method a customer must use.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"APS field personnel will never visit homes to offer refunds or deposits or to collect payments.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Customers with past-due accounts get advance shut-off notices, such as a bill message or door hanger, and never a single notification one hour or less before shut-off.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers say the energy bill is past due and service will be shut off unless a payment is made right away, usually within an hour or less.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers tell customers to buy a prepaid card and call back with the card number, which gives them instant access to the funds.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Solar installers claim to be affiliated with APS or offer special deals or incentives by phone or door to door.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof APS phone numbers on caller ID, and have also spoofed the numbers of community service organizations such as Chicanos Por La Causa.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phoenix-phone","type":"phone","label":"Report a scam or verify a contact (APS Customer Experience Center, metro Phoenix)","value":"+1-602-371-7171","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"id":"report-scam-phone","type":"phone","label":"Report a scam or verify a contact (APS Customer Experience Center, other areas)","value":"+1-800-253-9405","source":"https://www.aps.com/scams","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"aps","name":"Arizona Public Service","sector":"utility","website":"https://www.aps.com","account_url":"https://www.aps.com/Authorization/Login"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute by phone, chat or email; escalate to the Arizona Corporation Commission.","evidence":["the bill","meter readings","earlier bills","notes of each contact"],"steps":[{"do":"Call or chat with APS. Ask whether the reading was estimated and ask for a correction or a meter test.","channel":{"id":"main-phone","type":"phone","label":"Main customer service line","value":"+1-800-253-9405","hours":"Anytime","purposes":["billing_error","bill_increase","deposit_refund","poor_service"],"notes":"Local number 602-371-7171.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"}},{"do":"Put the dispute in writing by email and keep the reply.","channel":{"id":"residential-email","type":"email","label":"Residential customer email","value":"aps@aps.com","purposes":["billing_error","bill_increase","deposit_refund","poor_service"],"notes":"APS aims to reply within three business days.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"}},{"do":"If not resolved, complain to the Arizona Corporation Commission."}],"channels":[{"id":"main-phone","type":"phone","label":"Main customer service line","value":"+1-800-253-9405","hours":"Anytime","purposes":["billing_error","bill_increase","deposit_refund","poor_service"],"notes":"Local number 602-371-7171.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Emergencies and safety hazards (call 911 first for downed lines and stay 100 feet away)","value":"+1-800-253-9408","notes":"Local number 602-258-5483.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"residential-email","type":"email","label":"Residential customer email","value":"aps@aps.com","purposes":["billing_error","bill_increase","deposit_refund","poor_service"],"notes":"APS aims to reply within three business days.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"letters-mail","type":"mail","label":"Letters (not payments)","value":"APS, MS 3200, PO Box 53933, Phoenix, AZ 85072-3933","purposes":["billing_error","deposit_refund","poor_service"],"source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"live-chat","type":"chat","label":"Live chat","value":"https://www.aps.com/en/Utility/Contact-us/Live-chat","hours":"Monday to Friday, 7 a.m. to 7 p.m. MST","purposes":["billing_error","bill_increase","poor_service"],"source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"main-phone","type":"phone","label":"Main customer service line","value":"+1-800-253-9405","hours":"Anytime","purposes":["billing_error","bill_increase","deposit_refund","poor_service"],"notes":"Local number 602-371-7171.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"Or a letter to letters-mail.","channel":{"id":"residential-email","type":"email","label":"Residential customer email","value":"aps@aps.com","purposes":["billing_error","bill_increase","deposit_refund","poor_service"],"notes":"APS aims to reply within three business days.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Arizona Corporation Commission.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Online payment arrangements and account changes need sign-in.","The Medical Care Program application needs a licensed medical professional's section."],"security":{"official_domains":["aps.com"],"never_asks":[{"kind":"policy","claim":"APS will never send QR codes or texts, or call, demanding immediate payment.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"APS will never require payment by QR code or prepaid card, and will never specify which payment method a customer must use.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"APS field personnel will never visit homes to offer refunds or deposits or to collect payments.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Customers with past-due accounts get advance shut-off notices, such as a bill message or door hanger, and never a single notification one hour or less before shut-off.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers say the energy bill is past due and service will be shut off unless a payment is made right away, usually within an hour or less.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers tell customers to buy a prepaid card and call back with the card number, which gives them instant access to the funds.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Solar installers claim to be affiliated with APS or offer special deals or incentives by phone or door to door.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof APS phone numbers on caller ID, and have also spoofed the numbers of community service organizations such as Chicanos Por La Causa.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phoenix-phone","type":"phone","label":"Report a scam or verify a contact (APS Customer Experience Center, metro Phoenix)","value":"+1-602-371-7171","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"id":"report-scam-phone","type":"phone","label":"Report a scam or verify a contact (APS Customer Experience Center, other areas)","value":"+1-800-253-9405","source":"https://www.aps.com/scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":28},"verified_from":{"page":28},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric utility in Arizona. Regulated by the Arizona Corporation Commission. APS does not disconnect residential customers for nonpayment from June 1 to October 15.","warnings":[]},"disconnection":{"company":{"id":"aps","name":"Arizona Public Service","sector":"utility","website":"https://www.aps.com","account_url":"https://www.aps.com/Authorization/Login"},"issue":{"id":"disconnection","name":"Disconnection notice"},"playbook_source":"company","summary":"Customers owing $300 or less are not at risk of disconnection, and no residential disconnections happen June 1 to October 15; arrange up to 12 monthly payments.","evidence":["past-due notice","account number"],"steps":[{"do":"Set up a payment arrangement online or by calling the credit line.","channel":{"id":"payment-arrangement","type":"portal","label":"Set up a payment arrangement online","value":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Arrangement","purposes":["disconnection"],"source":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Arrangement","last_verified":"2026-10-12"}},{"do":"Apply for Crisis Bill Assistance, APS CARE or the Energy Support discount.","channel":{"id":"assistance-page","type":"portal","label":"Bill assistance programs (Crisis Bill Assistance, Energy Support, APS CARE, LIHEAP)","value":"https://www.aps.com/en/Residential/Account/Assistance-Programs","purposes":["disconnection"],"source":"https://www.aps.com/en/Residential/Account/Assistance-Programs","last_verified":"2026-10-12"}}],"channels":[{"id":"emergency-phone","type":"phone","label":"Emergencies and safety hazards (call 911 first for downed lines and stay 100 feet away)","value":"+1-800-253-9408","notes":"Local number 602-258-5483.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"credit-phone","type":"phone","label":"Credit line (payment arrangements)","value":"+1-800-253-9409","hours":"Anytime","purposes":["disconnection"],"notes":"Local number 602-371-7607.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Set up a payment arrangement online","value":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Arrangement","purposes":["disconnection"],"source":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Arrangement","last_verified":"2026-10-12"},{"id":"assistance-page","type":"portal","label":"Bill assistance programs (Crisis Bill Assistance, Energy Support, APS CARE, LIHEAP)","value":"https://www.aps.com/en/Residential/Account/Assistance-Programs","purposes":["disconnection"],"source":"https://www.aps.com/en/Residential/Account/Assistance-Programs","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Between June 1 and October 15, APS does not disconnect power for nonpayment for residential customers, and charges no late fee during that period.","issues":["disconnection"],"source":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Policies","last_verified":"2026-10-12"},{"kind":"limit","claim":"Customers with a past-due balance of $300 or less are not at risk of disconnection.","issues":["disconnection"],"source":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Policies","last_verified":"2026-10-12"},{"kind":"fee","claim":"Residential customers seven days past due on the current bill may be charged a late fee of 1.5% of the past-due amount plus tax.","issues":["disconnection","billing_error"],"source":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Policies","last_verified":"2026-10-12"},{"kind":"policy","claim":"A payment arrangement can spread the balance over up to 12 monthly payments of at least $25; the 12-month option needs a balance over $300. Customers with a balance of $75 or more typically qualify. Budget Billing customers cannot set one up.","issues":["disconnection"],"source":"https://www.aps.com/en/Residential/Billing-and-Payment/Payment-Arrangement","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Crisis Bill Assistance gives up to $1,000 through partner agencies for a temporary hardship; APS CARE gives up to $500 through The Salvation Army regardless of income.","issues":["disconnection"],"source":"https://www.aps.com/en/Residential/Account/Assistance-Programs","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Energy Support Program gives a monthly discount of up to 25% or 60% based on household income; qualifying customers who depend on life-saving medical equipment may get up to 35% or 60%.","issues":["disconnection","bill_increase"],"source":"https://www.aps.com/en/Residential/Account/Assistance-Programs","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"main-phone","type":"phone","label":"Main customer service line","value":"+1-800-253-9405","hours":"Anytime","purposes":["billing_error","bill_increase","deposit_refund","poor_service"],"notes":"Local number 602-371-7171.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"Or a letter to letters-mail.","channel":{"id":"residential-email","type":"email","label":"Residential customer email","value":"aps@aps.com","purposes":["billing_error","bill_increase","deposit_refund","poor_service"],"notes":"APS aims to reply within three business days.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Arizona Corporation Commission.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Online payment arrangements and account changes need sign-in.","The Medical Care Program application needs a licensed medical professional's section."],"security":{"official_domains":["aps.com"],"never_asks":[{"kind":"policy","claim":"APS will never send QR codes or texts, or call, demanding immediate payment.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"APS will never require payment by QR code or prepaid card, and will never specify which payment method a customer must use.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"APS field personnel will never visit homes to offer refunds or deposits or to collect payments.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Customers with past-due accounts get advance shut-off notices, such as a bill message or door hanger, and never a single notification one hour or less before shut-off.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers say the energy bill is past due and service will be shut off unless a payment is made right away, usually within an hour or less.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers tell customers to buy a prepaid card and call back with the card number, which gives them instant access to the funds.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Solar installers claim to be affiliated with APS or offer special deals or incentives by phone or door to door.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof APS phone numbers on caller ID, and have also spoofed the numbers of community service organizations such as Chicanos Por La Causa.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phoenix-phone","type":"phone","label":"Report a scam or verify a contact (APS Customer Experience Center, metro Phoenix)","value":"+1-602-371-7171","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"id":"report-scam-phone","type":"phone","label":"Report a scam or verify a contact (APS Customer Experience Center, other areas)","value":"+1-800-253-9405","source":"https://www.aps.com/scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":28},"verified_from":{"page":28},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric utility in Arizona. Regulated by the Arizona Corporation Commission. APS does not disconnect residential customers for nonpayment from June 1 to October 15.","warnings":[]},"service_outage":{"company":{"id":"aps","name":"Arizona Public Service","sector":"utility","website":"https://www.aps.com","account_url":"https://www.aps.com/Authorization/Login"},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Report outages any time; register medical equipment users for planned-outage notices.","evidence":["service address","outage start time"],"steps":[{"do":"Call the outage hotline or report online.","channel":{"id":"outage-phone","type":"phone","label":"Outage hotline","value":"+1-855-688-2437","hours":"Anytime","purposes":["service_outage"],"notes":"Local number 602-371-3680.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"}},{"do":"For losses caused by an outage, file a claim.","channel":{"id":"claim-form","type":"web_form","label":"Claim form (damage or loss claims)","value":"https://www.aps.com/en/Utility/Contact-us/Claim-Form","purposes":["service_outage"],"source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"}},{"do":"If someone has a life-threatening illness or uses critical medical equipment, apply for the Medical Care Program to get notices before planned outages.","channel":{"id":"medical-care-program-mail","type":"mail","label":"Medical Care Program application (part completed by a licensed medical professional)","value":"APS Medical Care Program, Mail Station 3211, P.O. Box 53933, Phoenix, AZ 85072","purposes":["service_outage"],"source":"https://www.aps.com/en/Residential/Account/Assistance-Programs/Medical-Equipment-Preparedness","last_verified":"2026-10-12"}}],"channels":[{"id":"outage-phone","type":"phone","label":"Outage hotline","value":"+1-855-688-2437","hours":"Anytime","purposes":["service_outage"],"notes":"Local number 602-371-3680.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Emergencies and safety hazards (call 911 first for downed lines and stay 100 feet away)","value":"+1-800-253-9408","notes":"Local number 602-258-5483.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"claim-form","type":"web_form","label":"Claim form (damage or loss claims)","value":"https://www.aps.com/en/Utility/Contact-us/Claim-Form","purposes":["service_outage"],"source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"},{"id":"medical-care-program-phone","type":"phone","label":"Medical Care Program questions (planned-outage notices for medical equipment users)","value":"+1-844-309-5655","purposes":["service_outage"],"source":"https://www.aps.com/en/Residential/Account/Assistance-Programs/Medical-Equipment-Preparedness","last_verified":"2026-10-12"},{"id":"medical-care-program-mail","type":"mail","label":"Medical Care Program application (part completed by a licensed medical professional)","value":"APS Medical Care Program, Mail Station 3211, P.O. Box 53933, Phoenix, AZ 85072","purposes":["service_outage"],"source":"https://www.aps.com/en/Residential/Account/Assistance-Programs/Medical-Equipment-Preparedness","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"main-phone","type":"phone","label":"Main customer service line","value":"+1-800-253-9405","hours":"Anytime","purposes":["billing_error","bill_increase","deposit_refund","poor_service"],"notes":"Local number 602-371-7171.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"Or a letter to letters-mail.","channel":{"id":"residential-email","type":"email","label":"Residential customer email","value":"aps@aps.com","purposes":["billing_error","bill_increase","deposit_refund","poor_service"],"notes":"APS aims to reply within three business days.","source":"https://www.aps.com/en/Utility/Contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Arizona Corporation Commission.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Online payment arrangements and account changes need sign-in.","The Medical Care Program application needs a licensed medical professional's section."],"security":{"official_domains":["aps.com"],"never_asks":[{"kind":"policy","claim":"APS will never send QR codes or texts, or call, demanding immediate payment.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"APS will never require payment by QR code or prepaid card, and will never specify which payment method a customer must use.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"APS field personnel will never visit homes to offer refunds or deposits or to collect payments.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Customers with past-due accounts get advance shut-off notices, such as a bill message or door hanger, and never a single notification one hour or less before shut-off.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers say the energy bill is past due and service will be shut off unless a payment is made right away, usually within an hour or less.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers tell customers to buy a prepaid card and call back with the card number, which gives them instant access to the funds.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Solar installers claim to be affiliated with APS or offer special deals or incentives by phone or door to door.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof APS phone numbers on caller ID, and have also spoofed the numbers of community service organizations such as Chicanos Por La Causa.","source":"https://www.aps.com/scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phoenix-phone","type":"phone","label":"Report a scam or verify a contact (APS Customer Experience Center, metro Phoenix)","value":"+1-602-371-7171","source":"https://www.aps.com/scams","last_verified":"2026-10-12"},{"id":"report-scam-phone","type":"phone","label":"Report a scam or verify a contact (APS Customer Experience Center, other areas)","value":"+1-800-253-9405","source":"https://www.aps.com/scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":28},"verified_from":{"page":28},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric utility in Arizona. Regulated by the Arizona Corporation Commission. 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