New Energy Utility Consumer Protections Start in 2026

Posted on January 8, 2026 by Charlotte Shuff
Tags, Oregon Utilities 101, Energy, General Interest

In 2024, Oregon’s for-profit utilities disconnected a record number of households — nearly 70,000 households — because of unaffordable energy bills. CUB and many other advocates pushed regulators to take quick and decisive action to support these struggling households. After securing improved temporary rules over the last year, Oregonians now have stronger permanent rules in place for consumer protections around disconnection.

Regulators have also approved new customer protection rules for accessibility in starting utility service and communications from utilities. After advocacy from CUB and other advocates, regulators also extended and enhanced the temporary winter disconnection moratorium for some customers.

New Disconnection and Reconnection Policies
Extreme Weather: Disconnection Limits & Added Protections
Additional Improvements

All of the rules outlined in this blog apply to Oregon’s for-profit utilities: PGE, Pacific Power, Idaho Power, NW Natural, Cascade, and Avista.

Want even more information? Check out the full docket at the Oregon Public Utility Commission!

New Disconnection and Reconnection Policies

When a utility disconnects a customer for past-due balances, there are specific rules they must follow. While there is still room for improvement, these new protections can help make this process clearer and less expensive up front.

Improved Noticing and Outreach Before Disconnection

Between a past due bill and a disconnection, utilities are required to notify customers that a shutoff is possible. Utilities are required to give a disconnection notice at least 20 days and then 5 days before shutting off your power.

NEW: Utilities must notify customers of disconnection protections in more places and more often:

Disclose disconnection protections and reconnection fee waivers on their website
Notify customers of protections in all disconnection notifications
Notify customers of protections in monthly bills regularly (Electric Utilities: at least in May and October, Gas Utilities: at least in October)
Notify energy assistance partners of protections annually
Train customer service representatives on all protections and reconnection fee waivers

Limits on Reconnection Fees

In the past, it has been common practice for a utility to charge customers a fee on top of their past due balances to restart service after a shutoff for past due bills. This practice adds an unnecessary financial burden for people who are already struggling to pay their bills.

NEW: Utilities have strict limits on when they can charge a reconnection fee:

No reconnection fees for bill discount program participants (does not apply to after-hours reconnections)
No reconnection fees for medical certificate holders (does not apply to after-hours reconnections)
No reconnection fees for anyone who can be remotely turned back on (does not apply to after-hours reconnections)

The last rule for remote reconnection applies to most electric utility customers. Customers with standard modern meters can have their usage read, disconnected, and reconnected over the internet. But if a utility worker comes to your home to disconnect and reconnect you, like for gas utilities, this is not a remote reconnection. Unsure if this applies to you? Call your utility’s customer service!

Limits on Bill Repayment for Reconnection

In the past, utilities have required customers to pay at least half of their past due amounts up front and the other half across the following two months after a disconnection. When a past-due bill is too high, many customers cannot afford this big upfront payment. Now, utilities must lower the barrier for reconnection.

NEW: Utilities cannot charge more than $200 upfront for past due amounts before restarting service for bill discount program customers or medical certificate holders. This is separate from a reconnection fee and is applied to the total owed.

NEW: Utilities must allow customers to spread remaining past due amounts over at least six months, for all customers following a reconnection.

New Bill Relief & Forgiveness Programs

While gas utilities have programs to manage past due bills, often called arrearage management programs, electric utilities do not. Now, all of Oregon’s for-profit utilities are required to have a program that helps customers manage their past-due bills, including providing relief, like bill forgiveness.

Utilities have until August 1, 2026, to give regulators a final proposal for relief programs in time for next winter:

NEW: At a minimum, utilities must have relief programs for very low income customers on the bill discount program (0-15% of the State Median Income).
NEW: Relief programs must include a “no risk” relief grant to lower past due amounts for qualifying customers.
NEW: For relief payment programs, utilities also must ensure that monthly payments for past due amounts don’t exceed the customer’s ability to pay.

These relief programs must accept customers enrolled in bill discount programs, making it easy for customers to sign up. Utilities must also work with energy assistance providers, like Community Action Agencies, and Energy Trust of Oregon to identify customers who may need relief and to verify eligibility.

Extreme Weather: Disconnection Limits & Added Protections

Losing access to heating, cooling, and more in extreme weather can be life-threatening. Over the last year, regulators adopted enhanced temporary rules to limit when utilities can shut off power for past due bills. Now, customers will see stronger permanent protections.

NEW: Disconnections for non-payment are limited during extreme heat, extreme cold, and very poor air quality. See the full details below!

You Need to Call Your Utility to Regain Service in Extreme Weather

Extreme weather protections are available for all customers. If you have been disconnected because of past due bills ahead of an extreme weather event, you must call your utility company to get gas or power restored during the protected times. Utilities will not reconnect you automatically. Income-qualified customers and medical certificate customers are not required to pay up-front costs to reconnect in these instances.

Cold Weather Protections

Cold-weather protections now go beyond just the winter months. These rules apply to both gas and electric utilities: PGE, Pacific Power, Idaho Power, NW Natural, Avista, and Cascade.

November 1 - April 30
Winter cold-weather protections apply when temperatures are forecasted to hit or go below 32 degrees Fahrenheit, or there is a forecasted severe winter storm warning.

All Residential Customers:

No disconnections 24 hours before a winter weather event, during the event, and 48 hours after the event ends

Bill Discount Program Participants & Medical Certificate Holders:

No disconnections 24 hours before a winter weather event, during the event, and 48 hours after.
No upfront costs for remote reconnection for anyone who has been disconnected up to seven days before the event. Past due balances and applicable reconnection fees will be applied later.

May 1 - October 31
Off-season cold-weather protections apply when there are forecasted low temperatures of 32 degrees Fahrenheit or below and high temperatures are forecasted to be 60 degrees Fahrenheit or below. Protections also apply when forecasted weather conditions pose a threat to life or property.

All Residential Customers:

No disconnections during the event and 48 hours after the event ends.

Bill Discount Program Participants & Medical Certificate Holders:

No disconnections during the event and 48 hours after the event ends.
No upfront costs for reconnection for anyone who has been disconnected up to seven days before the event. Past due balances and applicable reconnection fees will be applied later.

Hot Weather Protections

Year-Round Protections
Hot-weather protections apply when there is an extreme heat warning, extreme heat watch, or heat advisory issued, no matter the time of year. These protections only apply to electric utilities (PGE, Pacific Power, and Idaho Power).

All Electric Residential Customers:

No disconnections 24 hours before a hot weather event, during the event, and 48 hours after.

Electric Bill Discount Program Participants & Medical Certificate Holders:

No disconnections 24 hours before a winter weather event, during the event, and 48 hours after.
No upfront costs for reconnection for anyone who has been disconnected up to seven days before the event. Past due balances and applicable reconnection fees will be applied later.

Air Quality Protections

Year-Round Protections
Air quality protections apply when the Air Quality Index (AQI) is forecasted to be at or above 100, no matter the time of year.

All Residential Customers:

No disconnections during the air quality event and 48 hours after.

Bill Discount Program Participants & Medical Certificate Holders:

No disconnections during the air quality event, and 48 hours after.
No up-front costs for reconnection for anyone who has been disconnected up to seven days before the event. Past due balances and applicable reconnection fees will be applied later.

Wildfire Evacuation Protections

Wildfire protections apply during Level 2 and Level 3 evacuation notices issued in a customer’s area.

All Residential Customers:

No disconnections for 48 hours after wildfire evacuation notices have been lifted.
No up-front costs for reconnection for anyone who has been disconnected up to seven days before the event. Past due balances and applicable reconnection fees will be applied later.

Additional Improvements

Regulators have also approved new customer protection rules for accessibility in starting utility service and communications from utilities.

Improvements to Medical Certificates

Medical certificates are a way for households with medical needs to have more protections to keep vital gas and electricity. New rules have expanded access and extended certificate length.

NEW:Oral confirmation by a medical professional is now valid for 60 days (was 30).

NEW: Chronic illness medical certificates are now good for 24 months (was 12).

Customers are also able to self-certify that disconnection would significantly endanger the physical health of the customer or a member of the customer’s household.

Have a medical condition that requires electricity or gas? Learn more about how to get a medical certificate by contacting your utility!

New Identity Verification Options for Starting Service

Utilities require customers to provide identification for starting electric or gas services. Having certain identification requirements can be a challenge for many Oregonians. Cost, legal status, housing insecurity, and more can create barriers to maintaining IDs. Now, utilities must accept more options for identification when a household is setting up utility service.

A utility can require a new customer to provide:

A valid Social Security Number and a current Oregon driver’s license

Instead of a Social Security Number and a current Oregon driver’s license, you can use any of the following:

A valid state or federal ID containing name and picture
NEW: An expired Oregon driver’s license
NEW: A valid or expired U.S or foreign passport
NEW: A valid or expired consular ID card

If a new customer doesn’t have these options, they can instead use a combination of:

A birth certificate
Photo ID from school or employer
The name, address, and phone number of a person who can verify identity (e.g., a teacher, employer, or caseworker)
Other information deemed sufficient by the utility

More Languages for Utility Communications

Utilities are required to translate communications into other languages to ensure more people can understand important information.

NEW: Utilities must translate materials into the five most used languages in the company’s service area, or the default list provided by regulators: Spanish, Vietnamese, Cambodian, Laotian, and Russian.

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