Customer Resources During Coronavirus (COVID-19) Pandemic

Bill payment options and other helpful information for customers

 

COMMON QUESTIONS

How will I pay back my past-due bills? What if my service was already turned off for non-payment? Is support available for businesses?

For answers to these questions or others during this challenging time, please call us. Our team can make temporary payment arrangements and help with other bill payment assistance options. Call us at 800-422-4012, Monday through Friday, 7:00 a.m. to 6:00 p.m.

BILL PAYMENT OPTIONS

Pay online—An easy, fast and secure way to pay your bill and view payment history.

Pay by phone or mail—You'll see the address where you can mail your payment, or the number to call to pay over the phone.

Payment plans—Reconcile a past-due account with a temporary payment arrangement.

Bill payment assistance—Extend the due date of your current payment.

Low income assistance—Learn if you qualify for energy-assistance funding and view a list of local agencies.

TRANSLATION ASSISTANCE

¿Cómo pagaré mis facturas vencidas? ¿Qué pasa si ya habían desconectado mi servicio por no haber podido pagar? ¿Hay apoyo disponible para las empresas? OBTENGA MÁS INFORMACIÓN >> 

Làm sao tôi có thể trả các hóa đơn quá hạn được đây? Nếu tôi đã bị cắt dịch vụ vì lý do không trả hóa đơn thì sao? Có hỗ trợ nào cho các doanh nghiệp không? Tìm hiểu them >> 

我如何偿还逾期账单? 如果我的服务已因未付款而切断,该怎么办? 公司是否能获得支持?了解更多。 >> 

Как я смогу оплатить свои просроченные счета? Что делать, если мое обслуживание уже было отключено за неуплату? Предлагается ли поддержка для частных предприятий? Получите более подробную информацию. >> 

RESTRICTED SERVICES


We are limiting non-essential, in-home service visits, such as routine inspections. For essential call responses, for everyone’s safety, our employees are following certain rules during visits to customer’s homes or businesses: washing hands both before and after any visit, cleaning touchable surfaces and/or wearing gloves while performing work, maintaining a distance of six feet while in a home or business and asking that customers keep the same distance, and are strongly recommended to follow the CDC’s guidelines for wearing face coverings.

 


NW NATURAL EMPLOYEES

 

NW Natural is continuing all functions necessary to provide reliable service, including having our crews out in your community responding to customer issues or emergencies, and performing maintenance on our system.

  • For employees whose role requires them to work from a NW Natural center or in the field, we are following CDC and OSHA guidelines regarding social distancing, face covering and sanitizing protocols.
  • The rest of our employees are required to work from home when possible.
  • We are in close contact with public health authorities, the public utility commissions in Oregon and Washington, and our emergency management partners.

IN THE COMMUNITY

As a member of our community for more than 160 years, NW Natural’s core value of caring has never been more important. Every year, our Corporate Philanthropy Fund, made possible by shareholders, donates about $1 million to children and families at risk.

At this time, we are focusing these contributions to community organizations that support those in need, including food banks, homeless shelters, soup kitchens, emergency responders and community action partners.

Additionally, for 37 years, NW Natural has implemented our Gas Assistance Program (GAP) to help people in need pay their heating bills. The funds are dispersed to customers in need through Community Action Networks.

During COVID-19, we are also working with policymakers, community partners and others, advocating for additional energy assistance and other support to help our customers.


ADDITIONAL RESOURCES

For official information on the coronavirus, please consult the following resources:

The World Health Organization guides the global response.

The Centers for Disease Control and Prevention leads the U.S. response.

The Oregon Health Authority and Oregon Office of Emergency Management lead the state response.

Oregon Small Business Navigator helps businesses during this time.

The Washington State Department of Health leads the state response.