EWEB customer feedback and complaint procedure
As a customer-owned utility, your feedback on EWEB's services is highly valued. Customer input can
help us better understand community expectations, identify areas that need improvement and provide
an opportunity to correct mistakes.
EWEB recognizes the right of our customers to provide feedback on service performance. While each
situation has unique elements, the following procedure lays out the fundamental principles for
handling complaints. This includes a commitment to a courteous and timely response, development of
remedies that meet the needs of the customer and organization, and a fair, transparent process for
Feedback can be positive or negative. For purposes of this policy, a complaint is defined as an
expression of dissatisfaction with EWEB's services. Customers can use this procedure to recognize
great service or address:
- Employee discourtesy
- Billing disputes
- Other service or program complaints
If you have a property damage complaint, contact our Claims Department directly at (541) 685-7630.
Feedback about EWEB service can be registered:
- By phone at (541) 685-7000, where your call will be directed to the appropriate department
- By email
To help us better address your concerns, please have the following information available:
- Your name
- Date of occurrence
- Nature of the incident
- Resolution requested
- Any supporting documentation or narrative
If a complaint involves an EWEB billing statement, please have your EWEB customer account number
and/or social security number available.
Regardless of how feedback is registered, customers will receive an acknowledgement that their
complaint was received and information about when to expect a response from EWEB.
EWEB is committed to a prompt response. In many instances, a complaint can be handled informally
on the same day it is received by EWEB. However, some issues may require additional information
and/or supervisory review. For complaints that cannot be resolved upon intake, EWEB will strive
to respond within 5 business days.
Many complaints can be resolved to the customer's satisfaction through one or more of the following
- Explanation of EWEB policies and practices and/or other provision of information
- Documentation of the complaint and referral to the appropriate department or supervisor with
operational responsibility for the subject matter of the complaint
- Review and potential adjustment to the customer's billing statement
- Technical assistance/referrals to other agencies
Some situations may require further evaluation and corrective action. In these cases, staff will
conduct a full and fair investigation of the complaint, including consideration of information
provided by the customer, review of additional background including billing files and/or site
inspections, and other relevant information to evaluate the situation and offer a resolution.
EWEB's front-line employees are empowered to resolve customer complaints and provide redress.
However, if the customer is not satisfied with the result, staff will involve his/her supervisor
in problem-solving a resolution.
A customer who disagrees with a billing, collection or deposit decision shall have the right to
appeal the decision. The EWEB Appeals Committee is designated to hear all formal appeals of
billing decisions and to render a final decision on each appeal. See Customer Service Policy —
All Utilities Section J for more information about appeals.