Frequently Asked Questions (FAQ'S)

How do I reach the Energy Resources Department?

Is City of Mesa electric or natural gas service available in my area? 

Who do I contact to set-up or disconnect electric or gas service, pay my bill, answer questions
about my bill, or get financial assistance for paying my bill?

What are the requirements and how can I become a supplier to the Energy Resources
Department?

Why do I need to call 811 before I dig or excavate?

What are the Energy Cost Adjustment Factors (EECAF and PNGCAF)?

What is the Tariff Adjustment Sheet?

Can I add more gas appliances to my home? 

Will the City install and connect my new gas appliance?  

Will the City of Mesa light my gas pilot light?

Who do I contact if I am experiencing problems with my gas appliances? 

What does gas smell like?    

What if I have lost my sense of smell or it is badly diminished?

Who do I call if I smell gas?

Who do I call if I want to upgrade my electric service?

What do I need to know about installing customer-owned generation?

What if I do not have power?

How are customers notified of scheduled power outages?

A door hanger was left on my door telling me my electric service was turned on, so why don't I
have power?

Who do I call if I live in the City of Mesa electric service area and experience *transformer
problems, downed or low hanging power lines, or vegetation that are growing on or near
power lines? **These are considered emergencies.

Who do I contact to have an electric meter replaced due to broken glass, vandalism, etc?

"I hear that incandescent bulbs are being phased out,  is that true? If so, how does it affect me?

What is utility theft?

How can I report utility theft?

How do I reach the Energy Resources Department?

To reach our Energy Resources Department, call 480-644-4444.  This number will provide prompts to better direct your call.

You will need to press 1 for English or 2 for Spanish.  You will then press:

               1 - Report a Utilities emergency (includes: gas, electric, water/wastewater)
               2 - Pay a bill or turn-off/on service - Customer Service Department
               3 - Trash/recycling - Solid Waste Department
               4 - Water and Energy Conservation information.
               5 - General gas information -  Energy Resources Department
               6 - General water/wastewater information - Water Resources Department
               7 - General electric information - Energy Resources Department
               0 - All other calls (City operator).

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Is City of Mesa electric or natural gas service available in my area? 

To see if you reside in the City of Mesa electric or natural gas service area, view our map. Contact our Business Development Group at 480-644-3683 to determine availability in your area and to discuss your service needs and requirements.    

Who do I contact to set-up or disconnect electric or gas service, pay my bill, answer questions about my bill, or get financial assistance for paying my bill?

If you live in the City of Mesa Electric or Natural Gas service area and need assistance to set-up/disconnect electric or natural gas service, have questions about your bill,  or need help paying your bill, please contact Customer Service at 480-644-2221, visit one of their offices at 55 N. Center or 6935 E. Decatur, or visit their website.        

What are the requirements and how can I become a supplier to the Energy Resources Department?
The requirements and process to become a supplier to the City's Energy Resources Department can be found on the City of Mesa Purchasing Department's Web site How to do Business with Mesa.  Find additional information and requirements, including materials and supply specifications, for products and vendors to the Energy Resources Department's Gas Utility Services.

Why do I need to call Arizona 811 before I dig or excavate?  

Whether you are building a home, installing a sprinkler system, or just planting a tree, prior to starting any digging/excavation project, you will need to contact the Arizona 811 to have underground utilities located and marked.  

Call 811 two days prior to digging.  It's not only a free service, it's the law.  For more information on Arizona's "Call Before You Dig" program, visit our "Call Before You Dig" web page.

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What are the Energy Cost Adjustment Factors (EECAF and PNGCAF)?

Mesa employs a purchased natural gas cost adjustment factor (PNGCAF) and an electric energy cost adjustment factor (EECAF) that permits Mesa to recover the costs associated with the planning, acquisition and administration of required natural gas supplies and electric energy supplies and transportation services from its customers on a timely basis. 

Learn more about Energy Cost Adjustment Factors

What is the Tariff Adjustment Sheet?

The Tariff Adjustment Sheet fully discloses the rates used to recover energy resource costs by the district cooling, electric, and natural gas utilities. 

Learn more about the Tariff Adjustment Sheet

Can I add more gas appliances to my home? 

Properly installed and vented natural gas appliances can provide additional comfort and convenience to your home. However, the gas meter and excess flow valve installed at your house was sized based on the homes gas appliance load. So if you add additional gas appliances such as a  barbeque, pool/spa heater, or fire pit, the additional gas appliances may make your total gas demand too high for your current meter and may affect the operation of your excess flow valve (EFV).  What is an EFV?

Prior to adding additional gas appliances to your home:

Mesa residents or their contractors should contact Mesa's Development and Sustainability Department at 480-644-4273.

Pinal County residents or their contractors should contact Pinal County's Building Safety office  at 520-866-6405. (select option 1 for English, select option 1, Building Permits/Right of ways)

Your meter will be evaluated to ensure it is properly sized to handle the additional load.  If we determine you need a larger meter, we will schedule an appointment at no charge to you during regular business hours.  If it is determined the EFV also needs to be upgraded, it will also be replaced.    

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Will the City install and connect my new gas appliance?

The City of Mesa does not connect or install gas appliances as a general practice.  Pilot lighting and appliance safety inspections on customer gas systems are available by calling Customer Service at 480-644-2221. 

Will the City of Mesa light my gas pilot light?

The City of Mesa currently offers a courtesy pilot light service and appliance safety inspection for gas customers.  This service is provided as time permits and includes lighting the pilot and an inspection of the gas appliance to check venting, location, and any abnormal operating conditions.  Please contact Customer Service at 480-644-2221 for this service.

Who do I contact if I am experiencing problems with my gas appliances?   
If you are experiencing problems with your gas appliances (i.e. yellow flame, smell gas, no gas), contact 480-644-4277 (GASS). A technician will be sent out to check your appliance and conduct a safety inspection.  This is a twenty-four hour emergency service.  See also Carbon Monoxide Poisoning (CO).

What does gas smell like?
Since natural gas is colorless and odorless, Mercaptan, a sulfur based chemical which has an odor similar to "rotten eggs" is added to our gas as a safety measure to assist in detecting even the smallest leaks in appliances, house piping, or the distribution system.  

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What if I have lost my sense of smell or it is badly diminished?
There are alarms (similar to smoke detectors) that are designed to detect the presence of methane and provide an audible alert.  There are a number of manufacturers and models.  Please visit your local Mesa retail outlet or hardware store for additional information on pricing and availability and be sure to carefully follow all alarm installation and use instructions.  If you have any questions, please contact us at 480-644-4444.   

Who do I call if I smell gas?

If you smell gas or have a gas emergency, contact 480-644-4277 (GASS) or 911.

Who do I call if I want to upgrade my electric service?

If you want to do any building additions, remodeling or upgrading of your electric service, contact Mesa's Development and Sustainability Department - Building Safety at 480-644-4273 (select option 1 for English, select option 0, select option 2) .

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What do I need to know about installing customer-owned generation?

All City of Mesa electric utility customers desiring its, or a third party's generation equipment, to be directly or indirectly connected to Mesa's electric system, must apply to Mesa's Energy Resources Department prior to establishing the interconnection.  Metering method will be discussed with each customer once an application is submitted and analyzed.  Upon acceptance and approval of customer's application, customer must then enter into an Interconnection Service Agreement.

Prior to an installation of customer owned generation:

  • Submit an application to the Energy Resources Department.

  • Schedule an appointment to discuss interconnection equipment and meter requirements.  (This is very important given that small generators of electricity can back-feed the electric system and create serious safety hazards for our customers and personnel).

  • Upon application approval, fill out and submit the Interconnection Service Agreement.


For general questions or to obtain an application contact: 

Pedro (Pete) Serrano                              OR
Energy Resources Administrator             
480-644-6898
pedro.serrano@mesaaz.gov
Lori Bonilla
Business Development Coordinator
480-644-2652
lori.bonilla@mesaaz.gov


For questions regarding the application:
 
Michael Barber
Electrical Engineer
480-644-2264
michael.barber@mesaaz.gov


Please Note:  The application and requirements are an addition to, not a replacement of, any other permitting, licensing, or other applicable building requirements of the City of Mesa.

Obtaining Permits


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What if I do not have power?

If you do not have power check the following:

  • Check if your electric bill is current (to pay your bill contact Customer Service at 480-644-2221, visit one of their offices at 55 N. Center or 6935 E. Decatur, or visit their website.

  • Check all of the breakers.  If all of the breakers are on, please call us at 480-644-2266.

  • If you live in an apartment, check the main breaker outside.  If the main breaker is on, contact your apartment office.

How are customers notified of scheduled power outages?

In the event of a scheduled power outage, door hangers are typically put on customer doors at least one day prior to scheduled outage.  In some cases you may be informed personally by Electric operations personnel.  



A door hanger was left on my door telling me my electric service was turned on, so why don't I have power?

Once we turn on your power, you will still need to turn on the main breaker. 

Who do I call if I live in the City of Mesa electric service area and experience *transformer problems, downed or low hanging power lines, or vegetation that are growing on or near power lines? **These are considered emergencies.

If you live in the City's electric service area, contact 480-644-2266.
*Transformer problems include: hearing popping noises, arching, fire, smoking, or leaking fluids. 

Who do I contact to have an electric meter replaced due to broken glass, vandalism, etc?

If you live in the City of Mesa Electric service area,  please contact Customer Service at 480-644-2221 or visit one of their offices at 55 N. Center or 6935 E. Decatur.

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"I hear that incandescent bulbs are being phased out,  is that true? If so, how does it affect me?"

Yes.  Since lighting accounts for about 15 percent of the electrical use in homes, the Energy Independence and Security Act of 2007 (the "Act") is targeting a reduction in energy used and greenhouse gas emissions by its provisions to transition end-use users of light bulbs to lower-wattage, energy-saving options. The Act does not restrict use of bulbs by average consumers (i.e. the Act DOES NOT require customers to throw out incandescent light bulbs).  Instead, the Act imposes requirements on manufacturers and sellers of light bulbs and, therefore, will have an impact on products available for sale to consumers:
 

  • The Act requires that all light bulbs sold must maintain the same or greater light output and quality as an incandescent light bulb.

  • All light bulbs produced after January 1, 2012 must be 25 to 30 percent more energy efficient than today's technology of incandescent bulbs. This process will begin with the 100 watt bulb in 2012, the 75 watt bulb in 2013, and the 60 watt and 40 watt bulbs in 2014.

  • By 2020, all bulbs manufactured/sold will have to be at least 70 percent more efficient than today's incandescent bulbs.

Light bulbs meeting efficiency standards which will remain available for consumers to purchase include:

 

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What is utility theft?

Utility theft is the illegal practice of manipulating or bypassing natural gas, electric, and/or water meters to avoid paying for some or all of the service used. UTILITY THEFT IS DANGEROUS AND IT'S AGAINST THE LAW!  It also increases operating costs for the City's Energy and Water Resources Departments and those increased costs, like all operating costs, find their way back to legitimate customers.


What are the dangers associated with utility theft?

Utility theft can result in fire, property damage and hazardous conditions that can cause personal injury.  Attempting to bypass or tamper with electric, gas, or water meters can affect innocent members of the community as it may result in serious injury or death from fire, explosion, electrocution, and even jeopardize the safety of the City's water supply.  Even if the danger does not occur at the time of the theft, the meter is often left in an unsafe condition that is potentially dangerous.  Individuals caught stealing energy are subject to immediate disconnection of service, civil collection proceedings and the possibility of criminal prosecution that may result in a fine, imprisonment or both.

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How can I report utility theft?

Your safety is a priority!  Therefore, because of the inherent dangers to our communty, the City has provided persons who suspect theft, meter tampering and other possibly inappropriate or suspicious activity to utilities, a convenient way to report those suspicious activities.  While City employees are trained to detect signs of meter tampering and utility theft, anonymous tips are an important part of discovering theft.  You can report meter tampering or other suspicious activities involving City utilities by calling 480-644-2221 or online.

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Energy Resources
PO Box 1466
Mesa, AZ 85211
480-644-4444 (Non-Emergency)

Gas Emergency or Odor 
480-644-4277 (GASS) or 911
(24 hours/7 days)

Electric Emergency
480-644-2266 or 911
(24 hours/7 days)

Email

Report Utility Theft

Office Hours: 
Monday - Thursday
7 a.m. to 6 p.m.

Contacts:

Frank McRae, Department Director