Consumer Information Center

We're Here to Help!

Need help understanding your utility bill or resolving a dispute with your electric, natural gas, water or telecommunication service provider? The Oregon Public Utility Commission (PUC) can help. Submit your questions or complaint by email, or call Consumer Services at 503-378-6600 or 800-522-2404. Read below for additional information.

NOTE: During the COVID-19 outbreak, it may be best to contact our Consumer Services Team by email at: puc.consumer@state.or.us.

Utility Service Complaint

If you have a complaint about your utility service provider, please first try to resolve the issue with your service provider. Below is contact information for select utilities for your convenience.

Avista Utilities – 800-227-9187
Cascade Natural Gas – 888-522-1130
CenturyLink – 800-244-1111
Frontier – 866-499-4271
Idaho Power – 800-488-6151
NW Natural Gas – 800-422-4012
Pacific Power – 888-221-7070
PGE – 800-542-8818

If unable to resolve the issue, please contact the PUC:

By Phone:

503-378-6600

800-522-2404

TTY users dial 711

By email:

puc.consumer@state.or.us

File online

Telephone Assistance Programs

If you are low-income or have a disability, learn more about Oregon Lifeline, the Telecommunication Devices Access Program, and Oregon Relay.

Telephone Service for Victims of Domestic Violence

The PUC established rules for CenturyLink and Frontier for those who have active restraining orders on file for domestic violence in order to keep local telephone service from being disconnected. If your local service is in jeopardy of disconnection due to nonpayment, you can contact your telephone company to see if this program is applicable to you. If you meet the qualifications, you will be allowed to set up payment arrangements on your local service only. Note: Service can still be disconnected if you do not keep the payment arrangement current, and this program does not apply to internet, long distance, or television services.

Utility Disconnection Information

Regulated utilities are allowed to disconnect service for nonpayment. They are required to provide notices to customers prior to disconnection. Service may NOT be disconnected for non-payment on the day before or on a weekend, or national holiday. Disconnection notice requirements are as follows:

Electric and natural gas services – Require 15- and 5-day notices
Telephone service – Requires 5-business day notice
Water service – Requires 15- and 7-day notice

Regulated utilities (excluding phone) are required to offer time-payment arrangements, typically 12 months, for the past-due amount.

Bill Payment Assistance

Electric and Natural Gas

Always contact your utility service provider first to ask about their bill payment assistance options. Below are the PUC-regulated electric and natural gas utilities for your convenience.

Avista Utilities – 800-227-9187
Cascade Natural Gas – 888-522-1130
Idaho Power – 800-488-6151
NW Natural Gas – 800-422-4012
Pacific Power – 888-221-7070
PGE – 800-542-8818

Learn more about local community resources.

Additional bill payment assistance programs:

Emergency Medical Certificate Program

If you qualify, this program may allow you or someone in your household who is under a doctor’s care the option of a more lenient utility bill payment plan. A qualified medical professional must submit the request on your behalf, indicating how the loss of electric or gas utilities would negatively impact the patient. Learn more about the Emergency Medical Certificate Program.

Telephone

Oregon Lifeline reduces the monthly cost of phone or broadband service for qualifying low-income households.

Smart Meters

General Information

Smart meters allow electric utilities to accurately record customer usage, provide usage information, and provide a more reliable utility grid, which ultimately reduces costs for customers. The Oregon Public Utility Commission (PUC) reviews smart meter installations and costs as part of smart grid reports and general rate case proceedings.

Contact your electric utility service provider for more information.

Idaho Power – 800-488-6151
Pacific Power – 888-221-7070
PGE – 800-542-8818

Pacific Power Smart Meter Transition

Pacific Power is in the process of upgrading meters throughout its Oregon service territory through 2019. Installation of digital, broadcasting meters was approved by the PUC in late 2016, after Pacific Power demonstrated the upgrade would improve reliability and reduce costs for customers. The PUC has encouraged public and stakeholder involvement throughout the multi-year meter upgrade process.

Opt-out Option & Fee

The PUC has approved an opt-out option for customers who want to keep their manually read meters. To keep the cost of standard utility service fair and affordable for all customers, those that want choices beyond the standard service are typically asked to pay the costs they incur.

In response to customer concerns about the $36 opt-out fee, the PUC asked Pacific Power to consider opt-out options that required fewer manual reads. In March 2019, the Commission approved a decrease in the number of meter reads to three annually for smart meter opt-out customers who register for Pacific Power’s Equal Payment Plan to $9 per month.

In December 2019, the Commission reviewed Pacific Power’s filing to reduce the monthly meter reading fee for opt-out customers. The Commission approved the following:

Approved Pacific Power’s request to reduce the meter reading fee from $36 to $10 each month for smart meter opt-out customers on a monthly meter reading program.
Declined Pacific Power’s request to eliminate the triannual meter reading option for opt-out customers and direct Pacific Power to reduce the cost of that option from $9 to $3 per month.
Directed Pacific Power to submit a more developed proposal to the PUC to consider transitioning opt-out customers away from the triannual meter reading option.
Pacific Power smart meter opt-out customers must register for Pacific Power's Equal Payment Plan to take advantage of the reduced rate. Call 888-221-7070 for details or for additional information.

The PUC’s public process & decision-making timeline

PUC Fact Sheet – smart meter decision-making timeline
UM 1667 Staff Report for December 6, 2016 Public Meeting – this report details cost estimates and the long-running Smart Grid process.
UE 322 Staff Report for March 7, 2017 Public Meeting – features PUC Staff recommendations and conditions for the project.
At the Nov. 6, 2018 Public Meeting - Pacific Power responded to questions the Commission had received from the public. Watch this meeting or view Pacific Power’s responses to frequently asked questions.

Questions or comments?
To share a public comment, ask further questions or address billing or other issues, contact the PUC’s Consumer Services Team by email or call 800-522-2404 or 503-378-6600.

Energy Saving Tips

Energy Trust of Oregon is a nonprofit organization dedicated to helping Oregon utility customers save energy and generate renewable power. You can evaluate your home for current energy use, learn about home upgrades or cash incentives, or learn about low-cost/no-cost tips to save energy and money. If you meet low-income eligibility requirements, you may qualify for free or reduced-cost weatherization.

High Energy Bills? Tips to Help

Typically higher than normal energy bills are caused by one of the following:

Colder/hotter than normal weather: This typically requires additional heating and air conditioner usage.
Water heating: Colder weather affects the temperature of the water coming into your water heater, leading to higher energy usage to heat the water.
Home all day: Staying indoors during extreme temperatures leads to increased energy usage.
Extra days in billing period: At times due to severe weather, meter readers can be delayed. This can result in bills covering a longer period of time.
Estimated bills: In some areas, meters are unable to be read due to weather, so the utility is allowed to estimate those bills. The utility is required to clearly note this on your bill. Higher estimates than actual usage will be corrected once the meter is read.
Prior Arrears: If you did not pay your bill in full the prior month, there could be a carry-over amount on your current bill.

Learn more about energy saving tips from Energy Trust of Oregon.

Customer Rights & Responsibilities

As a utility service customer, you have certain rights and responsibilities. The utilities’ main obligation is to provide you with reliable services at rates approved by the PUC. Your main obligation is to pay for the services you use, to not damage the company’s facilities, and to notify the utility service provider if you move or wish to change your service. To receive notices in languages other than English, contact your service provider. To learn more about your rights and responsibilities, view the Oregon Administrative Rule 860-021-0010 (6).

Utility Rates

For Electric and Natural Gas – Comment on a Proposed Rate Increase

File a comment on a proposed rate increase for Electric or Natural gas utilities.

For Water – Petition for Rate Reviews

If you received notice of a proposed rate increase from your water or utility, you may submit a petition requesting the PUC review the proposed increase. If the Commission receives petitions from 20 percent of a utility’s customers, a rate case may be initiated.

For Telephone – Petition for Rate Reviews

If you received notice of a proposed rate increase from your telephone utility (excluding CenturyLink and Frontier), you may submit a petition requesting the PUC review the proposed increase. If the Commission receives petitions from 10 percent of a utility’s customers, a rate case may be initiated.

Report Utility Emergencies & Outages

If you have a utility emergency or urgent safety concern, call 911 and your utility service provider right away. If you have an outage, contact your utility directly.

Avista Utilities – 800-227-9187
Cascade Natural Gas – 888-522-1130
Idaho Power - 208-388-2323 or 800-488-6151
NW Natural - 800-822-3377
Pacific Power - 877-508-5088
PGE – 503-464-7777 or 800-544-1795

Call 811 Before you Dig

Before you dig, know what’s below! Before planting a tree, building a fence, or using an excavator, call 811 to have all underground utilities marked.

If you have a complaint about 811 service, please contact us at 503-378-6600, 800-522-2404, or puc.consumer@state.or.us. Please provide as much detail about the situation as possible, including photos, maps, and any other documentation to demonstrate what happened.

Frontier Merger - Q&A

About the sale – General Information
The Oregon Public Utility Commission (PUC) granted its approval for the transfer of all assets and control of Frontier Communication's Northwest territories in Oregon to Northwest Fiber, a telecommunications service provider with a strong financial position based in Everett, Washington.

Northwest Fiber's proposed purchase would transfer control of Frontier Communication's entities in the states of Oregon, Idaho, Montana and Washington for $1.352 billion.

When will the sale happen?
The public utility commissions of Oregon Washington and Montana as well as the Federal Communications Commission each need to approve the merger for it to occur.

Will this affect my service?
The PUC regulates Frontier’s land line telephone service, but does not regulate other services provided by Frontier, such as internet. Because of the ‘no harm’ standard for such a transaction, regulated service should be at least as good as it was prior to the sale. The PUC has service quality standards that the utilities it regulates must comply with. The new owners will be subject to those same service quality
rules after the sale.

Northwest Fiber has committed to spend a minimum of $50 million on the improvement and expansion of high-speed broadband infrastructure in Oregon, with at least $10 million to improve broadband service in more rural communities within Frontier Communication's service territory.

Will my fees increase for service?
Fees for Frontier’s services are regulated by the PUC under a form of regulation known as a Price Plan. After the sale, the fees for regulated services will continue to be regulated under Frontier’s current
Price Plan. The new owners would have to request a change in the current Price Plan to change those fees. Fees for other services, such as internet, are not regulated by the PUC.

CenturyLink settlement - What's it mean for customers?

In 2014, the Oregon Department of Justice (DOJ) opened an investigation into Internet service provider CenturyLink in response to more than 1,000 customer complaints about their billing practices and undisclosed fees. CenturyLink recently settled with DOJ on this issue.

Starting 90 days from the date of this settlement, CenturyLink will no longer charge Oregon customers the ‘Internet Cost Recovery Fee’ or ‘Broadband Cost Recovery Fee’. However, if you are on “term commitment” or Price Lock plan for internet these fees will not automatically be removed from bills. Within 90 days of the settlement, existing customers on a “term commitment” or price Lock plan will receive notice from CenturyLink explaining what the ‘Internet Cost Recovery Fee’ or ‘Broadband Cost Recovery Fee’ is, and your options for removing those fees if you so choose. You will be given the option of cancelling your existing CenturyLink service or transition to a different plan that does not include the fee. Once you receive the notice, you will have 30 days to cancel or change your service without being assessed an early termination fee.

For more information, contact our Consumer Services team at 503-378-6600 or 800-522-2404.