APS to pay $7M, change power shutoff policy after woman’s heat-related death

By Ben Bradley and Alexis Dominguez

Published: Apr. 15, 2026 at 11:14 AM PDT

PHOENIX (AZFamily) — The Arizona Attorney General’s Office says the state’s largest electric utility will pay millions to settle a lawsuit over its disconnection practices during extreme heat, after an 82-year-old woman was found dead in her West Valley home days after her power was shut off.

On Wednesday, Attorney General Kris Mayes announced a $7 million settlement with Arizona Public Service Company (APS) to resolve allegations that the utility violated the Arizona Consumer Fraud Act. 

The attorney general’s office began investigating following concerns about the utility’s disconnection policies during times of extreme heat.

“No Arizonan should be put at risk because they cannot afford their electric bill,” Mayes said in a news release. “This settlement ensures that APS will no longer disconnect power based on the date on the calendar alone — if temperatures are dangerous, the power stays on.”

Mayes noted an APS customer named Katherine Korman, whose power was remotely disconnected over a $423 bill on May 13, 2024, when the high temperature reached 99 degrees. She was found dead in her Sun City home nearly a week later.

APS had reportedly stopped its voluntary hold policy, preventing the utility from disconnecting service when the temperature was 95 or above, three days before Korman’s power was shut off.

According to the medical examiner’s autopsy report, Korman died from chronic ethanolism, also known as chronic alcoholism, with other contributing factors, including heart disease and “environmental heat stress.”

Her son, Jonathan Korman, said his mother did not realize her bill was not being paid after her autopay was cut off months earlier.

“She had the money. She thought the bill was being paid. And we think she simply did not know until they cut her off,” Jonathan Korman said.

As part of the settlement, the attorney general’s office says APS will pay $2.75 million in monetary relief (plus attorney’s fees) and provide $1 million in credits to eligible customers who have outstanding balances. The utility will also invest $3.1 million to better protect customers, including changing from a date-based shutoff policy to a temperature-based policy.

Specifically, APS would reinstate its voluntary 95-degree hold on residential power shutoffs and keep its cold-weather hold to prevent shutoffs when temperatures drop to 32 degrees or below.

APS will also improve alerts and expand a notification system by allowing family members to be notified if bills go unpaid.

“Better notification of account status for APS customers, which very likely could have saved my mother’s life,” Jonathan Korman said.

APS says contributions included in the consent judgment will not be recovered in rates. See the full consent judgment here.

APS responded, saying it disagreed with the attorney general’s statements regarding disconnection policies and customer communications, and touting its plan to expand programs. See the utility’s full statement below:

“While we have chosen to resolve this matter by adopting enhancements that benefit our customers, APS rejects the Attorney General’s assertions regarding our existing disconnection policies and customer communications, which already meet or exceed all applicable state laws and regulations. Our entire team at APS prioritizes customer safety and cares deeply about the wellbeing of our customers and communities.

“We remain committed to maintaining best-in-class customer support and education programs and are taking action to further strengthen our policies, assistance initiatives and communications. Our focus is on helping customers stay informed, connected and supported, especially in times of need.”

Click/tap here for all of the planned expansions.

APS said the changes will be in place moving forward just in time for summer. The attorney general is now calling on all utilities in Arizona to adopt similar rules or face possible action.

Jonathan Korman said his mother was a cancer survivor described as strong and independent.

“She was a force of nature,” he said. “When we lost her, it was a surprise.”

He said the outcome is bittersweet.

“My mother was a fighter, and I think would be happy if she could know that, like, her death, awful as it is, has this meaning of helping other people,” Jonathan Korman said.