Frequently Asked Questions
Billing FAQs
Outage FAQs
General FAQs
Tree Trimming FAQs
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BILLING FAQs
Do I have to pay a deposit to start a new account with EPUD?
New EPUD customers with a good letter of
credit are not required to pay a deposit. In order for EPUD to check
your credit, you will need to give us permission to do so. If you do
not allow us to check, or if your credit is not good, EPUD requires a
deposit totaling two times the highest months charge at your new
residence. For more information, please call our Customer Service
Department at 541-746-1583.
How do I sign up for new service?
The best way to sign up for new service is to call us at 541-746-1583 during normal business hours. The sign-up process usually takes about 5 minutes. If you prefer, you can visit www.epud.org
and click on the "Apply for New Electric Service" link. An EPUD representative will call you back once we receive your request.
How do I know if I live in EPUD's District?
CLICK HERE
for a map of EPUD's District. You can zoom in and scroll around to find
your specific street. If you have any further questions, you can call us at 541-746-1583.
Why do I pay a basic customer charge (or basic charge) of $10 each month?
This
is a fixed charge that covers a portion of EPUD costs occurring
regardless of energy use. These costs are shared by all customers and
include a portion of the cost of providing power (from the substation
to the meter), meter reading, billing, repayment of long-term debt,
communications, and general admin.
What is the kWh Usage Charge?
(Previously
split into two separate charges - Distribution and Energy) Now
combined for simplicity sake, this is EPUD's actual cost to purchase
power from the BPA as well as the actual cost of delivering power to
your home. This includes the cost of maintenance on power lines and
substations, tree trimming and other expenses.
How do I read my bill?
CLICK HERE for a quick guide on how to read your bill.
If I have been disconnected for non-payment, what will be required to have my power turned back on?
You
will need to call EPUD at 541-746-1583
to discuss the payment required in the form of cash, Visa/MC or money
order. A reconnection fee of $25 will be charged if your power is
restored on regular time or $200 if your power is restored on overtime.
What name should I write on the check?
While the official name of the utility is Emerald People’s
Utility District, the bank will also accept checks that say “EPUD” or
“Emerald PUD.”
How can I pay my bill?
EPUD offers
many payment plans for your flexibility. We have an Auto Pay
option and an online payment option. You can also make a payment over
the phone, and payment drop of stations are available at multiple
locations including our main office. CLICK HERE for more information about our payment options.
What is Paperless billing?
Paperless
billing allows you to receive and pay for your statement online. You
receive notification of a new bill via e-mail and follow the link
provided to pay your bill. There is no postage and no paper usage. CLICK HERE for more information.
How can I speak with a customer service representative?
Call 541-746-1583 during regular business hours, 7:30 a.m. to 6
p.m. Monday through Thursday. We are closed Friday through Sundays except for emergency services.
OUTAGE FAQs
How do I report a power outage?
Call
us at 541-746-1583 anytime day or night, to report a power outage. We
do our best to ensure you have as few service interruptions as
possible, but sometimes weather conditions or car accidents cause the
power to go out. If you would like to receive proactive outage alerts
and updates to your cell phone or mobile device, FOLLOW US on Twitter. CLICK HERE for more outage information.
Why did my power go out?
Power
outages are most commonly caused by bad weather, trees contacting
electric lines or equipment, motor vehicle accidents affecting electric
equipment or facilities, equipment failure, or damage done by animals.
Also, faulty wiring and equipment within your building can cause a
localized power outage.
What things should I check if my power goes out?
Check
your fuses and circuit breakers. Make sure that everyone in your family
knows where the breaker box is located and how to handle fuses and
breakers. If this isn't the source of the problem, CALL EMERALD at
541-746-1583. Turn off your electric water heater (usually
the top left-hand circuit breaker) and unplug any solid-state
electrical equipment (microwave, VCR, TV) so that it won't be damaged
by a power overload when the electricity comes back on. Turn
on your porch light or other outside light so that when our crews are
in the area they can more easily see which houses have power and which
don't. It also helps them know when and where the power is back on.
What does Emerald PUD do when there is a power outage?
Once
Emerald PUD is aware of the outage, an EPUD employee is immediately
sent to patrol the outage area and identify the problem. The employee
takes action to isolate the problem and restore power to as many
customers as possible. Depending on the problem, a crew may have to be
called to work on repairs. Outage lengths vary, depending on the
severity of the problem. EPUD tries to change the front outage message
to include all areas affected by outages within 30 minutes of first
notification.
How does Emerald PUD approach dealing with a power outage?
When
a major power outage occurs, restoring electric service is often a
complicated process. Damage to the utility's electric distribution
system that is caused by wind, ice, lighting, trees or other severe
weather conditions usually is not isolated to one specific area. It
usually affects several different locations. Under these conditions,
EPUD’s primary objective is to get the power back on for everyone in
the most systematic, efficient and safe manner. That's why we use the
TSDS system:
(T) Transmission lines,
(S) Substations
(D) Distribution Lines
(S) Service Lines.
When a wide-spread power outage occurs, the first location that service
crews check is the substation. The substation is the source from which
all power is distributed. Service crews then start working their way
out along the main distribution lines, or "feeders." These main feeders
are repaired first, followed by the lines serving groups of homes, and
finally repairs at individual homes are made. CLICK HERE to view a printable document detailing our Steps to Restoring Power.
We
plan to purchase a generator to use when the power is out. Does EPUD
have any requirements pertaining to generator use during power outages?
Many
customers are planning to purchase or already own a generator.
Generators must be installed properly or they can back-feed through the
service to the distribution lines, causing a serious safety hazard for
the crews restoring power, and your neighbors who may think the power
lines are dead. Generators should be connected to the buildings
electrical system using an approved transfer switch. The alternative is
to plug selected appliances and equipment directly into the generator.
GENERAL FAQs
Do you have any "Green Power" Programs?
Yes,
EPUD has green power programs of varying levels for both homes and businesses. CLICK HERE to learn more about your energy options as an EPUD
customer.
I've
heard that underground line is much more reliable than overhead line.
Has EPUD considered changing your lines to underground?
Underground lines can be more reliable than overhead lines due to their
inability to be comprised due to trees, winds and other inclement
weather. EPUD has moved some of the more problematic areas of our
District to underground lines in order to bring the best service
possible to our Customer-Owners. Moving all lines underground however
is cost-prohibitive and is not the correct action to take for other
reasons as well. Following is a ROUGH estimate of the difference in
costs between building overhead and underground line, based on the
capacity of the line:
6MW line:
- Build new overhead: $20/ft
- Build new underground or convert overhead to underground: $50/ft
14MW line:
- Build new overhead: $25/ft
- Build new underground line: $125/ft
In addition to these costs, there are add-in costs
associated with flagging, special circumstances, etc., as it takes
longer to build underground than overhead, which accentuates the
difference in costs between overhead and underground.
It
should also be noted that underground lines are not the perfect
solution in all instances. It is problematic to read automated meters
that are downstream of underground systems, and more importantly,
underground lines severely limit our flexibility in operating and
expanding the system.
EPUD makes the decision to install
underground or overhead line based on what we feel is best for our
Customer-Owners now and into the future.
I want to put a tool shed or plant some shrubs near my transformer. Are there any guidelines I need to follow?
When
you make plans to landscape or make other changes in your yard, please
remember these important points regarding EPUD equipment.
- Obstructing airflow can affect equipment cooling and cause damage.
- Obstructions can cause delays when restoring electric service.
- Do not paint EPUD equipment.
- Do
not fence, landscape, or build any structures within 10 feet of the
front and 3 feet from sides and back of EPUD equipment that would
restrict access.
- The EPUD will remove obstructions that impede work access.
If you are unsure if your landscaping plans will interfere with our equipment, give us a call at 541-746-1583.
What is a P.U.D.?
A
People’s Utility District is a not-for-profit business, existing only
to provide reliable electric service at reasonable rates. Public power
systems belong to the people they serve. In our community the owners
and users of our electric utility are the same. That means that your
goals are also ours. There are no dividends to pay out-of-state
stockholders, and all the benefits of our locally controlled electric
utility remain here in this community. CLICK HERE for more information on Public
Power.
How Do I Request Power to an Unpowered Site?
This process starts with a call to our Engineering Department at 541-744-7491. CLICK HERE for full directions.
I have always used regular incandescent light bulbs. Will compact fluorescent bulbs work in my light fixtures?
In
most cases, yes. Compact fluorescent screw-in bulbs come in a wide
variety of sizes to fit most fixtures. But some may not fit, because of
the space restrictions of the fixture. Also, compact fluorescent bulbs
will not function properly in fixtures with motion sensors or dimmers,
unless they are special bulbs.
What access to my property must I provide to EPUD employees?
By
law, if EPUD provides electric service to you, the utility then has the
right to enter your property to read and/or maintain its metering
equipment without your permission. You are responsible for providing
clear unobstructed access to EPUD equipment for the installation,
maintenance and removal of its property.
TREE TRIMMING FAQs
Why is it necessary to trim my trees?
Many
trees have grown up into or are planted too close to power lines.
Outages and safety hazards can occur when trees are too near overhead
conductors. Service interruptions caused by trees are serious and may
affect many customers and cause damage to the electrical
infrastructure.
Do I have to give permission to trim my trees?
Once we have identified that your trees need trimmed, you will be
notified that tree trimming has been scheduled. Your permission is not
required, because state law mandates that we maintain clearance and
keep the power lines safe and hazard free.
The utility is legally required to maintain its facilities. Utility
franchise, easements and rights of ways are often conveyed in the deed
to a property. In addition, as a condition of electric service to your
home, you must allow the PUD access for maintenance.
How far from the power lines will my trees be trimmed?
Many factors help determine the distance from the lines your trees will be trimmed. They include:
Growth rate of tree species
Voltage level of power line
Current distance of line to tree
(The minimum distance for most distribution voltage within the PUD system is 10’ tree-to conductor clearance.)
How will my trees be trimmed?
EPUD crews take care of trimming trees in our District. Trees
will be trimmed according the American National Standards Institute
A300 (ANSI) Pruning Standards. This trimming technique uses natural
lateral or directional pruning methods which direct growth of the tree
away from overhead conductors. This allows the tree to retain much of
its natural form while requiring less trimming in the future.
Is this a free service, or do I pay for tree trimming?
Emerald
PUD does not charge ratepayers for this service. We provide the tree
trimming service to ensure that power is delivered safely, more
reliably and at less cost to our ratepayers.
What if I want my tree removed instead of just trimmed?
EPUD
will remove trees that are interfering with overhead conductors or
ground transformers. Since there are many factors that will determine
whether or not a tree qualifies for removal, a site specific
determination will be made by a PUD representative.
How can I avoid having my trees trimmed because of power lines?
The
best way to avoid conflicts is to never plant trees underneath power
lines. If you choose to plant trees near power lines, select trees with
slow growth rates that have a short mature height and spread that will
not interfere with nearby power lines. Click HERE to learn more about the types of trees you can plant.
Can I request trimming if my trees are too close to power lines?
Yes, if you feel your trees are too close to power lines, contact
EPUD and we will inspect the site to determine if the trees should be
trimmed immediately or when periodic maintenance is scheduled for your
area.
Can I trim my own trees around power lines?
NO!
Serious injury or death can result when untrained homeowners attempt to
trim trees around power lines. Only EPUD is allowed to trim trees
interfering with the power lines.
Have a question not answered here? E-mail to webmaster@epud.org and we will add it.