EUGENE WATER  &  ELECTRIC  BOARD

If you believe that a mistake has been made on your bill, call us at (541) 685-7000. We’re as eager as you are to clear up any questions or discrepancies concerning your account.

You may schedule an informal conference to discuss any disputed item. If you aren’t satisfied with the actions resulting from your meeting, simply submit a written request and include your reasons for an additional appointment within five days of your previous informal conference.

We’ll meet with you within seven business days of your request. Once you, or your representative, have submitted a statement and supporting evidence, a decision will be made. You will be notified of the outcome within three business days.

At the time of the appeal, any undisputed portion of your bill must either be paid or arranged to be paid. Send your appeal to:

EWEB Appeals Committee
PO Box 10148
Eugene, OR 97440-2148

We know that it isn’t always easy to pay bills on time. That’s why we’re willing to set up payment arrangements when necessary. When arrangements are honored, there is little or no effect on your credit status. However, if a pattern of late payments develops requiring us to make extra collection efforts, we become more firm.

Customers with a poor payment history will receive bills “due upon receipt,” eliminating the normal grace period. Also, a deposit may be required equal to billings from the two highest-use months.

If you have a limited income, EWEB also provides bill-payment assistance under its Customer Care program. If you are eligible, a credit will be made to your bill.

For more information about limited-income assistance, call (541) 685-7000.

It is important to make your payments. If you are unable to pay the full amount of your bill, we will work with you to arrange a payment schedule. Please give us a call at (541) 685-7000, and let us know of difficulties as soon as possible.

Additional charges are levied for the following collection-related activities:

We only turn off services as a last resort. Customers with past-due bills will receive one or more notices, and we will attempt a personal contact before services are disconnected.

If you agree to payment arrangements, but fail to make the agreed-upon payment(s), service may be disconnected without further notice. If we are unable to make personal contact, we may install a service restrictor that limits electricity use. If the restrictor still does not result in payment, then service will be disconnected without further notice.

Once we’ve limited or disconnected service, it can only be restored with full payment. In most cases, the service can be restored on the same day if the payment is made prior to 3 p.m. After 3 p.m., the reconnection charge is $75. This charge also applies for the removal of a service restrictor.

It is not possible to change the name on an account that has been disconnected for nonpayment unless the customer on record for non-payment is no longer at that address. If our records show service being used at an address that is not signed up, we will disconnect services without notice. There is an additional $75 charge for same-day service and request for reconnection after 3 p.m.

If you or others in your household have a serious health problem requiring reliance on electricity, please let us know. We will provide a medical exemption form that must be signed by a physician. Power will not be turned completely off for nonpayment as long as the medical condition exists. This exemption does not change your responsibility to make timely payments. Call us at (541) 685-7000 for more information.

Never tamper with the meter or break the meter seal. Such action is dangerous and illegal, and it may result in a $500 meter tampering charge, disconnection of service without notice, additional charges for repair, and/or prosecution for theft of service.

When you need to discontinue service at your present address, let us know as soon as possible by calling Customer Service at (541) 685-7000. You can also stop service online. We will need three business days to process your “stop” order and provide a closing bill. Because you are responsible for paying until the date of notification, this phone call could save you from paying for someone else’s usage.