Oregon Customer Protections

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 as follows:

• Starting 24 hours before 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 during November through April.
• The forecast low temperature is expected to be at or below 32° F and the high temperature is expected to be at or below 60° F, or when a winter storm warning indicating weather conditions pose a threat to life or property is issued between May and October.
• Starting 24 hours before a local Heat Advisory, Heat Watch or Heat Warning is issued.
• The Air Quality Index is at or above 100.
• For 48 hours following all weather events listed above.
• When residential and commercial customers are in an area where a level 2 or level 3 wildfire evacuation notice or order has been issued, or one day following the lifting of the notice or order for commercial customers and two days after the evacuation order is lifted for residential customers.

Pacific Power will make best efforts to reconnect residential and small commercial customers with respect to weather and wildfire events as follows:

• Upon request made within 7 calendar days after a weather event ends the utility will reconnect residential customers who had been disconnected for nonpayment within the previous 7 days prior to the weather moratorium event and for small commercial customers who had been disconnected for nonpayment within the previous 72 hours of a weather moratorium event.
• Upon request made within 7 calendar days after a wildfire evacuation order or notice has been lifted the utility will reconnect residential or commercial customers who had been disconnected for nonpayment within the previous 7 calendar days after the order or notice has been lifted.
• Income-qualified and medical certificate customers will not be required to make payment of a reconnection fee or their balance to reconnect service when the reconnection is for a weather or wildfire event.

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 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.

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.

Service Reconnection

If you are an income-qualified customer or a medical certificate customer and your service is disconnected for non-payment, you can reconnect service for less than your past due balance and be placed on a six-month payment plan. Contact the company for more information and to have your power reconnected.

Pacific Power will not assess a reconnection fee to remote reconnections or to income-qualified or medical certificate customers.

Medical Certificates

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.

Temporary Rules

From January 1, 2026, to March 1, 2026, the following protections are in place for customers:

• If you contact the company and self-attest to economic hardship, you will receive a 30-day pause on disconnection for non-payment.
• If you are an income-qualified customer or have a medical certificate with the company, you will not have service disconnected for non-payment.
• If you are a medical certificate customer, you will not receive any late fees.

Additional temporary customer protections include:

• Through May 1, 2026, residential customers may enter into 24-month payment plans to pay their account balance.
• Income-qualified customers with a state median income of 15% or less will receive a one-time arrearage forgiveness of up to $500 directly applied to their March 2026 billing statement.