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Oregon Customer Protections

Pacific Power customers in Oregon have specific protections against disconnection of service for non-payment, and can request assistance to help pay their electric bill. These protections include the following:

  • Pacific Power provides a Low-Income Discount (LID) for eligible customers who can self-attest to a household income of 60% or less of State Median Income. The discount is based on your household size and income. Please contact us at 1-888-221-7070 or visit our Oregon LID webpage for more details.
  • Pacific Power will not disconnect residential or small commercial customers for non-payment on any day when:
    • The forecast low temperature is expected to be at or below 32° F, or when a winter storm warning indicating weather conditions pose a threat to life or property is issued between November and March.
    • A local Heat Advisory is issued.
    • The Air Quality Index is at or above 100.
  • Pacific Power will make its best efforts not to disconnect customers for non-payment on any day when a customer is under a level 2 or 3 evacuation notice due to wildfires, or on the day after a level 2 or 3 evacuation order has been lifted.
  • If your electric service was disconnected for non-payment 72 hours prior to a wildfire evacuation, poor air quality condition, heat advisory, or a forecast low temperature expected to reach 32° F, you may contact Pacific Power to request reconnection of service. Pacific Power will make best efforts to reconnect your service as soon as safely possible.
  • Pacific Power will perform service disconnections for non-payment between the hours of 8 a.m. and 2 p.m. to help facilitate responsive, same-day reconnection of service.
  • If you are an eligible low-income customer enrolled in the Low-Income Discount program, have received energy assistance through the Low-Income Home Energy Assistance Program or the Oregon Energy Assistance Program, or who can self-attest to a household income of 60% or less of State Median Income, you have the following protections:
    • Eligible low-income customers are not subject to late fees.
    • Eligible low-income customers do not have to pay a deposit for service.
    • Deposits for eligible low-income customers will be returned within 2 billing cycles.
    • The first two reconnection fees will be waived in a calendar year for an eligible low-income customer.
    • The first field visit fee will be waived in a calendar year for an eligible low-income customer.
  • If you are on a time-payment plan and your financial conditions change during the term of a time-payment agreement and you are behind on payments, you may renegotiate your time-payment agreement at least one time under the same terms.
  • Pacific Power will not disconnect residential service if you contact us to certify that someone in your household has a medical condition that would be significantly endangered if the service were to be disconnected.
    • To request a medical certificate, please work with your medical professional to complete the application on our Medical Certificate webpage. You can also access a printable version for mailing or faxing. 
  • Prior to disconnecting service for non-payment, Pacific Power will attempt to reach you via mailed notice, a phone call or other means. Please contact us at 1-888-221-7070 or update your contact information on our website to let us know how we can best contact you.
     

From January 1, 2025, through June 30, 2025, temporary protections are in place for Pacific Power’s customers in Oregon. These protections include the following:

  • From December through March, Pacific Power will not disconnect residential customers for non-payment 24 hours before a day when the forecast low temperature is expected to be at or below 32° F.
  • From December through March, Pacific Power will not disconnect residential customers who are enrolled in the company's Low-Income Discount program or who have submitted a medical certificate.
  • All reconnection fees are waived for customers on the lowest income tier of the Low-Income Discount  program.
  • If you or someone in your home has a medical condition, or if your household income qualifies you to be an eligible low-income household receiving these protections, please contact Pacific Power at 1-888-221-7070 to receive further details.
  • To request a medical certificate, please work with your medical professional to complete the application on our Medical Certificate webpage. You can also access a printable version for mailing or faxing.