‘Families Deserve Better’: Lawmakers Blast RUCO for Failing Constituents in Water Case

State Representatives Teresa Martinez and Chris Lopez are demanding answers from the Residential Utility Consumer Office (RUCO) after families in Legislative District 16 said the agency ignored them during two pending Picacho Water & Sewer Company rate cases.

Residents Push Back on Rate Hike

The foreign-owned utility recently sought a rate increase that residents view as excessive and unfair. Constituents reached out to RUCO, the state office tasked with protecting consumers, but they reported delays and were told the agency would not intervene.

“RUCO exists to stand up for utility consumers, not ignore them,” Representative Martinez said. “Our constituents are frustrated. They face steep hikes from a foreign-owned utility, and when they turned to the Governor’s office for help, they got silence. They deserve better.”

Lawmakers Send Formal Request

On September 25, 2025, Martinez and Lopez sent a letter to RUCO Director Cynthia Zwick, demanding details on how the office handles consumer complaints. They asked whether RUCO logs residential calls, creates case notes for complaints, and follows timelines for responding to ratepayer concerns.

Focus on Picacho Water & Sewer Cases

The lawmakers pressed RUCO for specifics on the two Picacho Water & Sewer cases, including when constituent calls were received, which staff members handled them, and when responses were issued. They emphasized that Picacho families should not remain in the dark about how their own consumer office manages their concerns.

Representative Lopez highlighted the issue of accountability: “We’re pressing for answers because these families deserve accountability. Ratepayers shouldn’t be left in the dark when they turn to the very office meant to advocate for them.”

Broader Impact on Families

Martinez and Lopez argue that RUCO’s refusal to act leaves families exposed to steep utility costs with no clear advocate in front of regulators. They stressed their goal is to secure transparency in how RUCO processes consumer requests and to give constituents a stronger voice in rate cases that impact household budgets.

The two pending dockets, W-03528A-25-0056 and SW-03709A-25-0057, both propose significant rate increases. Residents have criticized the plans, and now their elected officials are joining the fight.

Call for In-Person Meeting

Martinez and Lopez requested an in-person meeting with RUCO leadership to review the agency’s consumer response practices and its handling of the Picacho cases. They pledged to continue advocating until families receive clear answers and meaningful action.

Senator T.J. Shope also signed the letter, showing that Legislative District 16’s entire delegation supports stronger accountability.

A Larger Question of Trust

The dispute raises broader questions about RUCO’s responsiveness to the very people it was created to protect. For families in Picacho and across Arizona, the outcome could determine not only how much they pay for water and sewer services, but also whether they can trust state agencies to defend their interests.