We look forward to serving you
Questions about your bill or payment? Call us at 541-685-7000 from 8:30 a.m. to 5 p.m. Monday - Friday, or send us an email.
As a provider of vital products and services, maintaining service continuity is a top priority for EWEB, as is the utility's stewardship of customer resources. We understand the challenges customers are facing, and we want to work with each individual to find solutions.
Any customers struggling to pay their bills should call EWEB at 541-685-7000 from 8:30 a.m. to 5 p.m. Monday - Friday.
To serve your better, we are upgrading our customer information and billing system, which has been in place since the 1990s and is ready for an upgrade.
As we prepare for this major update, some programs are temporarily unavailable – including bill assistance and customer rebate and loan programs. The application for December Customer Care Assistance will open on December 9. We will begin accepting applications for all customer programs in early December once when we have transitioned to our new systems.
We appreciate your patience and apologize for any inconvenience this may cause. Please do not hesitate to reach out if you have any questions or concerns. EWEB staff will still be available to answer all questions regarding customer programs during this period.
Learn more about our system upgrades and scheduled downtime here.
Customer Care Program
Income-eligible customers can apply for bill assistance once per calendar year. Those who qualify will receive a $280 bill credit.
Social security numbers are not required on the application, as legal status is not an eligibility criterion.
Applications for Customer Care for the month of December will open on December 9th at 8:30 a.m. Funds are available on a first-come, first-served basis until fully committed for the month.
If you are interested in applying for LIHEAP, you will need to contact your local LIHEAP agency, learn more here.
If you are interested in donating to the Customer Care Program, learn more here.
Apply onlineIncome-based efficiency rebates and loans
The best way to reduce your overall utility bill is to use less energy and water. Efficient appliances and weatherization upgrades can help. We make it easier for you to invest in efficiency products through our rebate and loan programs. Income-qualifying customers may be eligible for expanded rebates or loans to upgrade heating systems, insulation, windows and more.
Qualifications:
- Qualification is based on your household income and the size of your household. View the income guidelines to see if you qualify for these programs. Total household income includes gross income for all adults over the age of 18, including roommates.
- Documented qualifying income level for the previous month is required.
- For owner-occupied homes, only the qualifying account holder's primary residence may qualify. For rentals, the tenant must be income qualified and be the current EWEB account holder.
- Maximum aggregated income-based rebates are $10,000 per customer (recipient) and $10,000 per premises (residence) over a 10-year period. Each individual product may have a limit as well.
- Applications may be denied for closed accounts, abusive behavior toward EWEB, tampering with any EWEB property, or any evidence of fraud.
Please note that income-based efficiency rebates and loans are for homes with existing electric heating and water heating.
| Product | Rebate | Zero Interest Loan |
|---|---|---|
| Ductless Heat Pump | Owner Occupied: $4,500 Rental:$1,000 |
Up to $6,000, plus $2,000 per additional head installed (maximum 5 total heads) |
| Ducted Heat Pump |
Owner Occupied: $6,000 |
Up to $15,000 |
| Duct Sealing | $500 | NA |
| Insulation | 100 percent of eligible program costs | NA |
| Windows | Owner Occupied: $20/sq ft of glass Rental: $10/sq ft of glass |
Up to $4,000 |
| Heat Pump Water Heater | Owner Occupied: $1,700 Rental: $1,000 |
Up to $2,500 |
| Water Leak Repair Assistance | 100 percent of eligible costs |
NA |
To learn about eligibility and other program requirements, follow links above to individual product pages, or contact us at ems.answers@eweb.org or 541-685-7088.
In-person assistance
In-person customer service is available by appointment at Eugene's City Hall, 500 East 4th Avenue (the former site of EWEB headquarters). An EWEB Customer Service Agent can process ID verification, accept paperwork, help explain your bill, answer account questions, and assist with setting up an online account. To make an appointment, please call 541-685-7000.
Customer Service Agents are not able to accept payments at the City Hall Location. Click here to learn about ways to pay your bill.
Community Partner Care Program
Electricity is an essential service that enables local organizations to provide safe housing for those experiencing homelessness or extended outages. In addition to existing housing disparities, climate change is impacting our community beyond severe cold weather events. Extended fire seasons, hotter days and air quality events impact the unhoused community disproportionally and will demand a larger community support system that targets resources outside of Warming Centers.
This is an opportunity for EWEB to proactively assist organizations that are on the front lines of providing services during a crisis or year round. Beginning January 2023 eligible organizations can apply for EWEB bill credits to cover 10% of annual utility charges with a grant cap based on duration of operations.
Qualifications
- Organizations must have 501(c)(3) status and be able to provide proof upon request.
- The facility's primary focus must be providing assistance to the unhoused population.
- The facility must have at least one year of consumption.
- Part-time facilities are defined as those who operate as a crisis or emergency housing shelter for less than 120 days per calendar year.
- Full-time facilities are defined as those who operate a crisis or emergency housing shelter more than 120 days per calendar year.
Utility Bill Assistance
Assistance will be in the form of a bill credit, issued no more than one time per account per calendar year. Awards will be determined by 10% of the previous year's total utility charges, with caps based on duration of operations.
| Type of Facility | Grant Cap |
|---|---|
| Bill Credit Amount for First Facility | |
| Part Time (<120 days) | ≤$500 |
| Full TIme (>120 days) | ≤$1000 |
| Bill Credit Amount for Additional Facilities | |
| Part Time (<120 days) | ≤$250 |
| Full TIme (>120 days) | ≤$500 |
Applications for Community Partner Care are temporarily paused. We will resume accepting applications on December 9.
New Shelter Looking to Start Service
Non-profits who are looking to establish service for a new shelter may be eligible for expedited electric service connection and/or subsidized connection fees. To qualify, the shelter must be for the purpose of providing services to the unhoused community.
For more information , please contact EWEB’s Distribution Engineering team at 541-685-7521 or email distributionengineering@eweb.org. This offer will expire 12/31/2026.
Low Income Home Energy Assistance Program (LIHEAP)
In addition to EWEB's Customer Care Program, you may also qualify for the federal LIHEAP program. LIHEAP provides financial assistance to limited income households for home heating and energy bills, and payments can be applied to electricity, gas, wood, pellets and propane. The LIHEAP program year begins the first working day of November. Funds are distributed on a monthly cycle until depleted.
EWEB does not manage or administer the LIHEAP program. If you are interested in applying for LIHEAP, you will need to contact your local LIHEAP agency.
You can find more information about the program and your local agency on the Lane County website.
Need help understanding how to read your bill once LIHEAP funds are applied? Check out the following handouts.
Deposit Guarantor program
There are times when a deposit may be required prior to starting service or other situations. If you need help paying a deposit, and meet the criteria for our income-based assistance programs, please contact our customer service department at 541-685-7000 option 3. A representative will help determine if assistance is available.
Reading your bill
Understanding how to read your bill is a good way to manage your electric and water usage.
Budget billing
Our Budget Billing program helps you balance the seasonal highs and lows to make your payments predictable each month.
Rebates, loans and tips
We offer rebates, loans and tips to help you reduce your energy and water use in and around your home.
Donate to Energy Share
Consider making a donation to Energy Share, a program helping thousands of families with their electric bills.
