Summary of Oregon utility consumer’s rights and responsibilities
Pacific Power and the Consumer Services Division of the Oregon Public Utility Commission (also called OPUC) have prepared this summary of your rights and responsibilities when you apply for an account with or are a current customer of a utility company in Oregon.

Pacific Power’s main responsibility is to provide you with reliable services at rates approved by the OPUC. Your main responsibilities are to pay for the services you use, not to damage or tamper with our equipment, and to let us know if you move, would like to change your service or have a problem.

Deposits
We may ask you to pay a deposit. If a deposit is required, you may be able to pay it in several installments. Our Customer Service Center can work with you to make deposit arrangements.

Disconnection notices
Before Pacific Power can disconnect your service, we must notify you. We will give you a 15-day notice, another notice five business days before disconnection and we will try to contact you the day the disconnection is scheduled.

Late charges
Consumers are responsible for paying their bills on time. Under some circumstances, Pacific Power may add late-payment charges to bills that are paid late.

Closing your account
You need to let us know as soon as possible if you plan to move or close your account. It’s a good idea to do this yourself and not depend on someone else to do it for you. We can’t close your account or process your closing bill until you let us know your move-out date.

Complaints and disputes
Pacific Power will promptly investigate every complaint or dispute we receive, and we’ll report to you on the results. Contact us through our toll-free phone number at 1-888-221-7070. This number is also printed on your bill.

If you’re not satisfied with the assistance you received from the first person you talked to at Pacific Power, you have the right to request that your problem be handled by that person’s supervisor, and we’ll give you the supervisor’s name and how he or she can be reached.

If you talk to the supervisor and still aren’t satisfied, you can call the Oregon Public Utility Commission’s Consumer Services Division. Their toll-free phone number is 1-800-522-2404. Pacific Power will not knowingly disconnect your service while you are honestly pursuing a complaint with a supervisor or the Commission.

We’ve tried to tell you in a way that’s easy to understand what Oregon’s laws say about your rights and responsibilities as a utility customer. We aim to keep this information up-to-date, but please see copies of Pacific Power's actual filed tariffs , including rate schedules and general rules and regulations, in their original wording or call 1-888-221-7070.

If you have questions about anything in this summary, please call Pacific Power toll free at 1-888-221-7070 or the OPUC Consumer Services Division at 1-800-522-2404. If you do not speak English, please try to arrange before you call for an interpreter to help you. Pacific Power and the OPUC understand that you may need special help if you do not speak English; however, our offices may not have someone available who speaks your first language.