Customer Care Information and Instructions

Applications for Customer Care open on the first business day of each month, and funds are available on a first-come, first-served basis until fully committed for the month.

The December application for Customer Care is closed. All funds have been allocated for 2024. Applicationswill re-open January 2 at 8:30 .a.m.

Program Requirements

• Applicant must be the account holder or a listed spouse/domestic partner.
• Account holder must reside at the household seeking assistance.
• Household must meet income criteria. This includes gross income for all adults (including roommates) over the age of 18 living in the residence.
• Only residential accounts are eligible for assistance.

ECC funds cannot be used for account deposits. Customers who owe a deposit on their EWEB bill must pay the deposit as scheduled by EWEB. Learn more about what funds can be applied to here.

Applications may be denied if any of the following occurs:

• EWEB account is closed or voluntary disconnect is scheduled when seeking assistance.
• Abusive behavior towards EWEB.
• Tampering with any EWEB property or any evidence of fraud.

Proof of Eligibility and Fast Track Approval

Customers who qualify for Fast Track approval will typically see $280 posted to their account within five business days.

To Fast Track your application, EWEB must have proof of income eligibility:

• If you have had LIHEAP applied to your EWEB account within the past 24 months, you can submit your Customer Care application without additional proof of eligibility.
• If you haven't received LIHEAP within the past 24 months, attach proof of SNAP, TANF, WIC, or SSI (Supplemental Security Income) benefits when you apply online.  

If eligible proof is not provided, you will need additional income verification, and it will take 3-5 weeks to receive the credit.

 Learn more about proof of eligibility and how to Fast Track your application.