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.
We recognize this is a challenging time for many residents and businesses, and some may be struggling to keep up with utility payments. As a community-owned, nonprofit utility, we have always worked with our customers in crisis, and this time is no different.
Effective immediately, we are making recovery programs available to residential and commercial customers, including non-profits. Enrolled customers will be allowed six months to bring their accounts up to date. Small business and non-profit customers will be offered additional options for higher balances, including longer payback periods, the option to defer payments for up to 9 months, or to enroll in a reduced billing plan.
Our Basic Re-Payment Plan is available to all customers (residential, business and non-profit) to help bring your account up to date over time and avoid disconnection of services. We can offer payment arrangements that spread a past due balance of up to $3,000 over several months with fixed installments.
This offering for business and non-profit customers allows for a higher maximum balance and potentially a longer payback period. Eligible customers can repay a past-due balance of up to four-times the average monthly bill or $20,000 over 6-24 months and defer the first payment for up to 9 months.
Eligible business and non-profit customers who are current on their EWEB account and are seeking to free-up cash for re-investment into their operations may apply for a Reduced Billing Plan. This plan allows fixed, reduced payments on future bills for the next 12 months. After 12 months, customers can choose to pay off any balance owed in one lump sum, or in fixed installments over the following 12-month period.
"During the first several months of the COVID-19 pandemic, EWEB responded by implementing short-term crisis programs that allowed customers who are financially impacted to defer payments without worrying about losing services or accruing late fees," said Anna Wade of EWEB's Customer Solutions team. "Now, in order to be good stewards of our customers' financial resources and keep the utility operationally and financially resilient, we need to shift to measures that help customers bring their accounts up-to-date over time."
Residential customers can enroll in payment plans by calling EWEB Customer Service at 541-685-7000 M-F from 9 a.m. - 6:30 p.m.
Business and non-profit customers can enroll online.
Does the law prohibit EWEB from disconnecting services during the COVID-19 crisis?
No. There is no government-mandated moratorium on service disconnections at this time. EWEB voluntarily issued a pause on service disconnections, allowing customers who are financially impacted by the pandemic to temporarily defer payments without worrying about losing services.
Does the moratorium waive the customer's responsibility to pay his or her bills?
No. Customers are still responsible for paying their bills. Once normal business resumes, you will still owe EWEB for the services you received and the balance that has accrued.
How long will the disconnection moratorium last?
A date has not yet been set for resumption of service disconnections. As the utility and our entire community begin a gradual and responsible recovery process, we are closely monitoring the moratorium and impacts to customers.
What will happen to past-due accounts when the moratorium is over?
Services may be disconnected if the bill is not paid or a payment plan arranged.
How will I know if I'm at risk for future disconnection?
We are continuing to notify customers through usual channels if your account is past due. This includes a "Due Upon Receipt" message on your bill, a "Final Notice" mailed to the service address, and potentially a phone call or email from EWEB. Receiving a Final Notice signifies that your account may be eligible for future disconnection.
Visit our COVID-19 resource center for additional information about bill repayment programs for residential and business customers, EWEB's COVID-19 crisis plan, saving energy while spending more time at home, coronavirus safety measures, and more.
Para asistencia en español llame al 541-685-7000, presione 9
Mailing Address: 4200 Roosevelt Blvd., Eugene, OR 97402
Phone: 541-685-7000
Toll free: 800-841-5871
Email: eweb.answers@eweb.org
Customer service phone hours: 8:30 a.m. to 5 p.m. Monday - Friday
