Avista, Cascade, and Idaho Power: Lowering Account Balances During the Pandemic

The COVID-19 pandemic continues to have a devastating effect on too many Oregon families. Many households are still unable to afford their utility bills along with other basic living expenses. Since summer 2020, CUB has worked with regulators, utilities, and other stakeholders to create new programs to help energy customers affected by the pandemic reduce their past-due energy bills.

If you are struggling with past-due energy bills, there are new options available to help manage account balances. This guide is for Avista, Cascade, and Idaho Power customers. View the guide for Portland General Electric customers here and the guide for Pacific Power customers here. Stay tuned to the CUB Blog for the NW Natural guide when that company’s program starts in May.

Tips for Talking to Customer Service
Be clear and honest about what is in your budget. Many of these options include paying the account balance over long periods of time, up to 24 months. Utilities may offer a shorter payback time at an installment amount that is too high for your monthly budget. You can ask for a lower monthly payment to be paid over the full 24 months.

Ask for the program option you want to use. Even if it is not the first offer, you can ask for these program options. If a program option is not what works for you, you do not have to use it.

Call as soon as you can. Especially for options where the utility will contribute funds, the funding is limited. The sooner you call, the likelier it is that you will be able to get access to these funds.

Who qualifies?

• You can qualify for a bill payment program if:
• You are an Oregon residential customer (the account is for where you live)
• You have an outstanding balance on your account 31 days or older (unpaid bills from 31+ days ago)
• You are experiencing financial hardship due to COVID-19

Please note that some program options have additional qualification requirements. Read on to find out which option is best for you.

Avista

Call Avista to join the program:

1. Call 1-800 936-6629
2. Say “customer service” when the phone tree asks what you would like (second question)

Automatic Grant
Details: Avista will extend a one-time grant of up to $1,500 to customers who have received energy assistance in the past 24 months and have unpaid account balances. This option can be combined with a Time Payment Agreement.

Best for: Customers with account balances who cannot make payments and have received energy assistance in the past 24 months.

Forgiveness Grant
Details: Avista will extend a one-time grant of up to $1,500 to customers who have not received energy assistance in the past 24 months and have unpaid account balances. Avista expects customers to make any possible payments or combine the grant with a Time Payment Agreement if they are able.

Best for: Customers with account balances who cannot make payments and have not received energy assistance in the past 24 months, but are experiencing financial hardship due to COVID-19.

Time Payment Agreement
Details: Customer spreads payments over longer periods of time, for up to 24 months. While this alone does not include grant funds, the Time Payment Agreement can make it easier for customers to lower their account balances slowly. This can be combined with either of the grant funding options described above.

Best for: Customers who need a longer time to pay account balances.

Cascade Natural Gas

Call Cascade to join the program.

1. Call 1-888-522-1130
2. Dial 2 for payment options or stay on the line to talk to a representative

Automatic Hardship Grant
Details: Cascade will extend a one-time grant of up to $1,500 to customers who have received energy assistance in the past 24 months and have unpaid account balances. This option can be combined with the Time Payment Agreement.

Best for: Customers with account balances who cannot make payments and have received energy assistance in the past 24 months.

Financial Hardship Grant
Details: Cascade will extend a one-time grant of up to $1,500 to customers who have not received energy assistance in the past 24 months and have unpaid account balances. The grant amount is based on customer household size and combined monthly income. This option can be combined with the Time Payment Agreement.

Best for: Customers with account balances, an income at or below 300 percent of the Federal Poverty Level (see if you income qualify here), cannot make payments, and have not received energy assistance in the past 24 months.

Time Payment Agreement
Details: Customer spreads payments over longer periods of time, for up to 24 months. While this alone does not include grant funds, the Time Payment Agreement can make it easier to for customers to lower their account balances slowly. This can be combined with either of the grant funding options described above.

Best for: Customers who need a longer time to pay account balances. Customers who do not qualify for grant funding.

Idaho Power

Call Idaho Power to join the program: 1-800-388-6040 (no phone tree required)

40/60 Balance Split
Details: Idaho Power will offer a one-time grant that covers 60 percent of an account balance (up to $1,200), but only if a customer pays 40 percent of their total balance in a one-time payment. This cannot be combined with Payment Arrangement Match or Instant Grant options.

Best for: Customers who can cover 40 percent of the account balance in one payment. Customers with larger balances.

Payment Arrangement Match
Details: Idaho Power will match customer payments for up to 12 months (up to $1,200) if the customer sets up a Time Payment Agreement for up to 24 months. This cannot be combined with 40/60 Split or Instant Grant options.

Best for: Customers who can pay at least half of the total amount in 12-24 months. Customers who cannot pay 40 percent of the account balance as a one-time payment.

Instant Grant
Details: Idaho Power will provide up to $250 for customers with smaller account balances. Customers must speak with a customer service representative to enroll in this option. This option can be combined with the Time Payment Agreement. This cannot be combined with 40/60 Split or Payment Arrangement Match options.

Best for: Customers with smaller balances who cannot pay 40 percent as a one-time payment.

Time Payment Agreement
Details: Customer spreads payments over longer periods of time, for up to 24 months. While this alone does not include grant funds, the Time Payment Agreement can make it easier for customers to lower their account balances slowly. This can be combined with either of the grant funding options described above.

Best for: Customers who need a longer time to pay account balances.

Government Energy Assistance Program

Energy assistance programs are not provided through utilities. Instead, funds are overseen by the government and distributed through nonprofit organizations. These programs help low-income households by paying electric utilities on the customer’s behalf. Please note that these funds are limited. You must meet income requirements and provide documentation to qualify.

See if you qualify for energy assistance here. To find an organization that can help you get energy assistance, call 211 or visit 211info.org/energy.

To learn about reducing your energy bills and energy assistance options, visit this CUB blog from 2020. For questions or concerns, contact CUB’s Membership Organizer, Charlotte Shuff, at .(JavaScript must be enabled to view this email address) or 503-227-1984 ext. 1.

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