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OK, let's face it: Customer policies aren't always user-friendly. But they are important, nonetheless, when you have questions about why we take certain actions, or what your rights are as one of our customer-owners. It's also important that you have easy access to our policies, procedures, fees, charges and rates for electricity, water and other services.
We've broken down our Policies and Procedures Manual into manageable chunks to help you.
Policies and Procedures Manual
- Customer Service Policy, Pricing and Glossary Appendices
- Electric Utility Operational Procedures
- Water Utility Operational Procedures
- EWEB Social Media Rules of Conduct
Note: If you have difficulty loading the larger (Acrobat PDF) documents, try right-clicking on the link and choosing "Save Target as" to save a copy to your computer, then open the file from there.
In accordance with our policy, an EWEB account holder in disagreement with a utility bill, supplemental charge or fee, demand notice, or other charge has the right to file an appeal with the EWEB Appeals Committee. Return a completed and signed form to EWEB to initiate the appeals process.
Medical Support Program
To qualify for the Medical Support Program, the use of approved electrical medical equipment is required. There are two parts to the program application, one of which must be filled in by a qualified medical professional. Please review the program details and application for more information.