Oregon Customer Protections

Overview

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.

Medical Certificate

• 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.