Help paying utility bills in Oregon

Which Oregon utilities answer to the PUC

The Oregon Public Utility Commission (PUC) regulates six investor-owned energy companies: Portland General Electric, Pacific Power, Idaho Power, NW Natural, Avista and Cascade Natural Gas. The PUC's disconnection and payment rules apply to those companies. Consumer-owned providers, such as electric cooperatives, people's utility districts and city systems, are generally outside these rules and write their own policies. Water and sewer service is often run by a city or district with separate billing rules. If you are unsure who regulates your provider, look at the name on your bill and ask the provider for its written shutoff policy before the date on any notice.

Heat, smoke and wildfire shutoff pauses

Oregon's protections focus on dangerous conditions. Electric utilities may not disconnect residential customers for nonpayment starting 24 hours before a forecast extreme heat warning, extreme heat watch or heat advisory, or as soon as the alert posts if it comes with less warning. A moratorium also covers electric and gas service on days the Department of Environmental Quality issues an air quality advisory or the Air Quality Index is forecast to reach 100 or higher. Under a Level 2 or Level 3 wildfire evacuation notice, utilities make best efforts to avoid nonpayment disconnections. These pauses generally last 48 hours after the event ends, and customers cut off shortly before one began may qualify for no-cost reconnection.

Emergency Medical Certificates in Oregon

The Emergency Medical Certificate program protects households where a shutoff would significantly endanger someone's health. A licensed physician, nurse practitioner or physician assistant certifies the condition, and the PUC says a qualified medical professional must submit the request for you. Under OAR 860-021-0410, a certificate lasts up to six months, or up to twelve months for an illness identified as chronic, and it can be renewed with the utility before it expires. The utility must send written notice of the expiration date at least 15 days ahead. You still owe for service, so expect to sign a written time-payment agreement for any overdue balance, which the PUC says may be more lenient.

Time-payment arrangements and discounts

The PUC says regulated utilities other than phone companies must offer time-payment arrangements, typically over 12 months, for a past-due amount. Ask for the arrangement before the date on your notice and get the monthly amount in writing. If your income drops, call the utility before you miss a payment, since a missed payment can put you back at risk of disconnection. The PUC also points to income-based discount programs for qualifying customers, so ask about a discount in the same call. A smaller monthly bill makes the arrangement easier to keep, and the utility can tell you whether you are already enrolled.

LIHEAP and OEAP through community action agencies

Oregon Housing and Community Services (OHCS) administers the Low Income Home Energy Assistance Program (LIHEAP), but local community action agencies take applications, decide eligibility and award grants. Grants are paid directly to your energy provider, and LIHEAP may also help repair or replace an unsafe or broken heating system. The Oregon Energy Assistance Program (OEAP) is a separate electric bill program for Pacific Power and Portland General Electric customers, aimed at reducing disconnections. For both, household income must be at or below 60 percent of Oregon's median income. Homebound applicants can ask for phone, mail or home visits, and qualifying households may also have their homes weatherized.

Bringing a complaint to PUC Consumer Services

Try to resolve the issue with the utility first and write down who you spoke with and when. If that fails, the PUC Consumer Services team takes complaints online at puc.oregon.gov/complaint and by email at puc.consumer@puc.oregon.gov, which the commission calls the best way to reach it. You can also mail a complaint to the commission's Consumer Services office in Salem. Include the disconnection notice, any medical certificate and your payment history so staff can review the case quickly. If a shutoff date is close, say so at the top of your message, and keep asking the utility for a payment arrangement while the complaint is open.

Where Settlemont fits for Oregon households

If an Oregon household still faces one bill after LIHEAP, OEAP or a payment arrangement, Settlemont offers a private way to ask for help with it. The form asks for a first name, email, state, category, amount and due date, and nothing else at that stage. You then name the biller privately, and staff verify the company, you and the current balance before approval. Supporters see your first name, Oregon, the category and the verified amount, and they cover a 7 percent card or 5 percent bank service fee themselves. Support is applied directly to Portland General Electric, Pacific Power, NW Natural or your other biller. Keep your arrangement current while you wait.

Sources

• Oregon Public Utility Commission: Disconnection protections news release
• Oregon Public Utility Commission: Consumer Information Center
• Oregon Housing and Community Services: Utility Bill Payment Assistance
• Oregon Administrative Rule 860-021-0410: Emergency Medical Certificate

Facts checked November 2026. Rules change, so confirm with the agency or utility before relying on a protection.

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