Protections to keep Oregon Customers connected to service
Cascade wants you to stay connected to your gas service. Below are protections that help keep you connected to your natural gas service. Click for a printable version of these protections.
ELIGIBILITY FOR INCOME-QUALIFIED PROTECTIONS
Residential customers are income-qualified if they have a household income less than or equal to 150% of the Federal Poverty Level (FPL) or less than or equal to 60% Oregon State Median Income (SMI). If you think you are income-qualified, call Cascade’s customer service at 888.522.1130 to self-declare your household income, and, if applicable, start receiving Bill Payment Assistance through Cascade’s Energy Discount Program and the other protections for income-qualified customers.
BILL PAYMENT ASSISTANCE
If you are income-qualified, you may receive a monthly bill discount. You simply need to self-declare your income and number of residents in your household to qualify. Arrearage relief grants are also available to you if you need help paying past due balances. You may enter a time payment arrangement to pay off any amount owing after the application of an arrearage relief grant.
To qualify for Cascade’s Energy Discount Program, complete an online application at customer.cngc.com, call customer service at 888.522.1130 or contact your local Community Action Agency (CAA). A list of CAAs can be found at the bottom of Cascade’s Low-Income Assistance programs webpage.
STAYING CONNECTED DURING SEVERE WEATHER OR AIR QUALITY EVENTS
Cascade will not disconnect the applicable customers for nonpayment during the following circumstances:
| Disconnection Moratorium Types | Defined | Length of Disconnection Moratorium |
|---|---|---|
| Air Quality Events | When the Air Quality Index (AQI) is forecasted to be 100 or above on the website AirNow.gov | The duration of the AQI event. Residential customers get an additional 48 hours |
| Severe off-season cold event | From November 1 through April 30, when the forecast temperature is 32 degrees Fahrenheit or lower, or a winter storm warning has been issued | 24 hours before the forecast cold weather, the duration of the cold weather. Residential customers get an additional 48 hours |
| Severe on-season cold event | From November 1 through April 30, when the forecast temperature is 32 degrees Fahrenheit or lower, or a winter storm warning has been issued | 24 hours before the forecast cold weather, the duration of the cold weather. Residential customers get an additional 48 hours |
| Level 2 or 3 wildfire evacuations | Source: OEM State of OR Fire Dashboard State of Oregon Fires Dashboard | Commercial customers - Day of evacuation and 24 hours after the notice is lifted Residential customers - Day of evacuation and 48 hours after the notice is lifted |
SERVICE RECONNECTIONS
- Upon request made within seven calendar days after the severe weather event, Cascade will make best efforts to reconnect:
- Residential customers who had been disconnected for nonpayment within the previous seven days of a severe weather moratorium. If the residential customer is served on the Energy Discount Program or holds a medical certificate, the customer will not be required to pay a reconnection fee or their past due balance to reconnect service.
- Small commercial customers that had been disconnected for nonpayment within the previous 72 hours of a severe air quality event.
- Energy Discount Program customers and customers with medical certificates do not need to pay more than $200 to reconnect service after a disconnection for non-payment.
- All customers seeking to reconnect their service may pay the amount they over a timeframe, not to exceed six months.
MEDICAL CERTIFICATES
A customer with a medical certificate associated with their account will not be disconnected for nonpayment.
A customer may get a medical certificate if the customer or any member of that customer’s household has a health condition where the disconnection of natural gas service would severely endanger the health of that person. A customer must provide Cascade with written confirmation of the health claim from a qualified medical professional within sixty days of self-attesting to needing a medical certificate. A medical certificate may last up to twenty-four months.
Customers with a medical certificate are required to enter into a time payment arrangement for any overdue balance and may re-negotiate the time payment arrangement if their household experiences financial hardship during the duration of their medical certificate.
FEE WAIVERS
- Energy Discount Program customers are not subject to late fees.
- The first field visit fee will be waived in a calendar year for an Energy Discount Program customer.
- Energy Discount Program customers or customers with a Medical Certificate on file will not be charged any Regular Hour Reconnection Fee for a reconnection during standard business hours following a disconnection for nonpayment. After-Hours Reconnection Fees will still apply.
- Residential customers may not have to pay their total past due balance to reconnect service.
TIME PAYMENT ARRANGEMENT
If you are struggling to pay your bill, call Cascade’s customer service at 888.522.1130 to discuss payment options and time payment arrangements.
Protections for Washington Residential Customers
Cascade wants you to stay connected to your gas service. Below are protections provided to residential customers, income-qualified households, and households with medical certificates.
RESIDENTIAL PROTECTIONS
- No Reconnect Charges: The Washington Utilities and Transportation Commission has placed a temporary pause on reconnection charges after an account has been disconnected for nonpayment.
INCOME-QUALIFIED PROTECTIONS
CARES
If you are income-qualified, you may receive a monthly bill discount. You simply need to self-attest your income and number of residents in your household to qualify. Arrearage relief grants are also available to income-qualified households struggling to pay past due amounts. You may enter into a time payment arrangement to pay off any amount owing after the application of the arrearage relief grant.
To qualify for Cascade’s CARES program, complete an online application, call customer service at 888.522.1130 or contact your local Community Action Agency.
Winter Low-Income Payment Program
During the winter months, between November 15th and March 15th, Cascade will not discontinue the service of a customer’s natural gas space heating if the customer does the following:
- Notifies Cascade of their inability to pay their natural gas bill and any required deposit within no less than five days of receiving a notice of disconnection for nonpayment.
- Provides self-certification of household income for the prior twelve months to a grantee of the Department of Community, Trade, and Economic Development.
- Applies to receive CARES bill discounts by calling Cascade customer service at 888-522-1130.
- Contacts a local Community Action Agency to inquire about receiving income-qualified weatherization services.
- Agrees to pay all amounts owing that is no more than seven percent of the customer’s monthly income plus one twelfth of any billings from the date of application to the Winter Low-Income Payment Plan.
MEDICAL CERTIFICATES
A customer with a medical certificate associated with their account will not be disconnected for nonpayment.
A customer may get a medical certificate if the customer or any member of that customer’s household has a health condition where the disconnection of natural gas service would severely endanger the health of that person.
If a customer whose service was disconnected for nonpayment notifies Cascade that their household requires a medical certificate, Cascade will reinstate that customer’s service during the same day if the customer contacts Cascade prior to the close of the business day and requests a same day connection. Otherwise, Cascade will restore service by 12 P.M. the next business day. The customer will not be charged a deposit or a fee for reconnection.
Within five days of notifying Cascade that the household needs a medical certificate, the customer must provide Cascade a written certification from a qualified medical professional stating that disconnection of natural gas service will aggravate an existing medical condition of an occupant of the household.
ELIGIBILITY
Call Cascade Natural Gas customer service at 888.522.1130 to self-attest to your eligibility and start receiving protections today.