Electric Outage: 1-844-484-2300
Water Emergency: 541-685-7595
EWEB Main: 541-685-7000
Updates on the latest outages and resoration efforts.Find Out More
Here in the northwest, we are all too aware that wildfires often result in loss of life and property.Find Out More
As our nation continues to respond to COVID-19, there is no better time to take action. During September’s National Preparedness Month, Eugene Water & Electric Board encourages customers to be “prepared, not scared” in the event of a natural disaster or other emergency.Find Out More
Customers with past-due balances will have a final opportunity to apply for assistance before normal collection processes resume August 10.Find Out More
EWEB is asking customers to enroll in the recovery and crisis assistance programs before service disconnections for nonpayment of bills resume on August 10.Find Out More
Running the air conditioning can cause a blow to the household budget and increase carbon emissions.Find Out More
With the help of generous customers and community partners, EWEB’s Energy Share program helps customers who are struggling to pay their utility bills and who may be at risk of disconnection of services.Find Out More
We’re taking steps to help residential, business and non-profit customers maintain or re-establish good account standing and ensure all customers have access to reliable power and water at affordable rates.Find Out More
EWEB is resuming route-based deployment for smart electric and water meters as a part of our gradual and responsible return to normal operations.Find Out More
How EWEB is responding and how we’re ensuring that you continue to receive the water and electric services you depend on from us, safely, reliably and affordably.Find Out More
Crews will resume critical reliability work such as replacing damaged utility poles, upgrading meters, rebuilding power lines, and replacing aging water mains.Find Out More
As your community-owned utility, we will take the necessary steps to emerge from this crisis with the dual goal of protecting vulnerable customers while keeping the utility financially and operationally resilient.Find Out More
The COVID-19 pandemic has changed almost everything for our community, except the need for reliable power and water at affordable rates.Find Out More
Making partial payments and other tips for managing your bill and avoiding scams.Find Out More
Now more than ever, people are looking for ways to save energy, reduce carbon emissions and improve home comfort. For many EWEB customers, some simple efficiency upgrades will tick all those boxes.Find Out More
EWEB's Customer Care bill assistance program re-opened on Friday, May 1 at 9 a.m. By 9:04, 205 online applications were complete, and by 9:20, nearly 600 customers had applied online.
One year ago, this stunning rate of applications for assistance would have been unthinkable. For one thing, no one would have anticipated that a global pandemic would put thousands of EWEB customers out of work within a six week period. Since mid-March, more than 300,000 Oregonians have filed unemployment claims, according to the Oregon Employment Department.
Another reason—the operations behind the Customer Care program could not have handled that volume and pace of call-in applications one year ago.
In January of this year, EWEB made a major overhaul of the assistance program, bringing the intake process in house, creating a self-service web application that allows customers to upload their proof of eligibility, and automatically qualifying LIHEAP recipients.
"We've not only made it easier and faster for customers to apply for assistance, but we've also reduced administrative costs by around $350,000 over the past two years," said Anna Wade of Customer Solutions. "As a result, more funds are going directly to those in need, and less to administration."
In the first quarter of 2020, EWEB delivered $539,000 in bill assistance. Of that, $452,000 came through the rate-funded Customer Care program, and $87,000 resulted from customer donations to the Energy Share program.
Within 20 minutes of opening, the web app for Customer Care bill assistance had processed nearly 600 applications.
Utilizing the self-service web app is key to a speedy application process, says Anna.
"We really encourage customers to use the online application because it can accept hundreds of applications simultaneously, compared to Customer Service Agents who can only help one person at a time over the phone."
Just a few minutes into the program opening on May 1, EWEB's phone queue was at maximum capacity, with 140 customers waiting to speak to a Customer Service Agent (CSA). Some customers waited more than 30 minutes.
"The first business day of the month is go-time for CSAs who sign people up for bill assistance, and the coronavirus has amplified the financial problems in our community, even for people who have traditionally been rock solid," said Customer Service Lead Mark Duvall. "With so many customers in need and limited resources to go around, it creates a lot of stress on our phone system, but we are all doing our part to assist as many as possible in these difficult times."
By the time all applications are processed, EWEB will have distributed over $225,000 in the month of May, assisting more than 865 customers. Another $200,000 in assistance funding will be available in June, and by year-end, nearly 7,000 households could receive the EWEB bill credit.
500 East Fourth Ave.
Eugene, OR 97401
Phone hours: 9 a.m. - 6:30 p.m.
Lobby hours: 9 a.m. - 5:30 p.m.