Customer Care Information and Instructions

Applications for Customer Care open on the first business day of each month at 8:30 a.m.. Funds are available on a first-come, first-served basis until fully committed for the month.

Please use one of the following methods to apply:

1. Apply online through the MyAccount portal (preferred method)

Customers are encouraged to register their account on the portal prior to the application being available to ensure being able to access the portal and expedite the application and approval process. The application is available without logging into the portal, but may take longer to complete. 

You can learn more about registering your account here. 

The February application for Customer Care is closed. Applications will re-open March 3 at 8:30 a.m.

To access the application:

1. Access the customer portal and login (optional).
2. Click "Ways to Save" in the top right corner (if logged in), or "Customer Programs" from login screen and skip to step 4.
3. Select "Program Management" to be directed to a full list of EWEB Customer Programs.
4. Look for "Customer Care," from the list of programs and select "Read more."
5. Select "Begin Application."

You will need:

• EWEB account number from your bill
• Proof of income eligibility (see Fast Track Approval below)

Please note, if you are unable to find Customer Care application in the list of programs on the portal, the application is currently closed. Check back on the first business day of the month at 8:30 a.m..

2. Apply over the phone

If you are unable to apply online, call us at 541-685-7000 M-F 8:30 a.m. - 5 p.m. Applications are first-come, first-served, and open the first business day of each month at 8:30 a.m. 

• LIHEAP recipients can receive Fast Track approval over the phone.
• Proof of SNAP/TANF/WIC/SSI (Supplemental Security Income) cannot be accepted over the phone.  

3. Apply by mail available for senior and disabled customers (with proof of Supplemental Security Income benefits ONLY)

Proof of SSI (Supplemental Security Income) benefits is required. Click here to download and print the application, or call us at 541-685-7000 and we will be happy to send you a printed application.  

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.

Customer Care 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.