Questions?

Below You Will Find Information To Commonly Asked Questions.

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Q:  What should I do if I see a downed or damaged electrical line?
A: 
It’s important to keep electric safety in mind at all times. Never touch a downed line. Stay away!  And keep others away.  Call 1-800-227-9187 immediately, anytime, 24 hours a day and we'll send emergency crews to handle the situation and make repairs.
Q:  What if I need to trim trees near power lines?
A: 
Overgrown trees can be dangerous if they are growing near power lines.  Avista is responsible for maintaining adequate clearance from pole to pole power lines. Do not attempt to trim these trees yourself.  Call us at 1-800-227-9187 or e-mail us at AskAvista@AvistaUtilities.com.  We will have someone from our Forestry Department evaluate the situation.

If you need to trim trees around the electric service line that is attached to your home, contact us two business days prior to doing the work.  We can arrange to have the service line disconnected so that you can complete the work safely. 
Q:  Who do I call to locate underground gas and electric lines on my property?
A: 
Installing a new fence, or planting a new tree can add beauty and value to your home.  For your safety, state law requires that you call the local "Call before you dig" underground utility locating center at least two working days before beginning any digging work. 

A national service has been established to handle “Call before you dig” requests.  Dialing 811 will automatically route your call to the locating service for your area.  If you are located in Washington or Oregon, you can process your request online at www.callbeforeyoudig.org.  

If you have additional questions, or are unable to access the national 811 service, please call us at 1-800-227-9187.
Q:  Do you have resources to teach my children about gas and electric safety?
A: 
Educating kids in our community about being safe around electricity and natural gas is a real priority for us.  Avista Kids is chock full of good information aimed at kids.
Q:  What should I do if my power goes out?
A: 
If you are without service, please call us at 1-800-227-9187.  You will be connected to our automated telephone system which will walk you through reporting your service outage.  You will also have the option to speak directly with a customer service representative.  Do not assume that Avista knows your power is out – call us.

You can view additional power outage tips in the Safety section of our Web site.
Q:  Why can't Avista tell me when my power will be restored?
A: 
Each outage has different circumstances, and some may take longer than others to identify the source of the problem.  Our crews work as quickly and safely as possible to restore your power.  During widespread storm-related outages, the availability of restoration information from our crews may be significantly delayed.   

In addition, there are other factors that can affect the time of power restoration: weather conditions, accessibility to damaged areas, time of day, and environmental issues.  Since these factors can impact outages differently, it can be difficult to predict restoration times.
Q:  How is power restored during major outages? Whose power gets restored first?
A: 
When a major storm disrupts service to a large number of customers, our first concern is safety. During storm restoration, facilities that are essential to the health and welfare of the community are given priority - hospitals, health care providers, emergency services, public safety, water and sewage stations, and other vital community services. 

After service is restored to priority customers, our strategy is to concentrate restoration efforts in the areas that restore electricity to the greatest number of people in the shortest period of time. Avista starts at the source of the power outage and works outward to restore electrical service.
When making a decision on where power should be restored first, we look at the amount of customers that are affected by the outage.  If we have a choice to restore 2,000 customers, or 100 customers, we would first work to get the 2,000 customers up and running.
Q:  Power has been restored to others around me. Why am I still without power?
A: 
We know it can be frustrating to see neighbors’ lights back on, and you are still in the dark. This can occur because power circuits do not always follow streets or area geography.
If you received information that power has been restored in your area, and your lights are still out, please contact Avista at 1-800-227-9187.  It could be possible that you were affected by two problems and only one was corrected.
Q:  Can I receive a wake-up call if my power is out?
A: 
You can request a wake-up call after you have reported your power outage.  Please contact the Customer Service Department at 1-800-227-9187.  After you have listened to to the outage information you will be given the option to request a wake up call.
Q:  Why do my lights sometimes blink during a storm?
A: 
The power lines that serve your home or business have a variety of protective devices designed to keep your power on during storms and other severe weather. There are several reasons your lights might blink during a storm, but the most common cause is tree movement. Despite our best efforts to trim trees near power lines, trees may come in contact with our lines during strong winds. When that happens your lights may dim or you may lose power for a few seconds. It's important that our customers allow us to trim trees near power lines to minimize these types of disruptions.
Q:  How can I report a streetlight that is not working?
A: 
Call us at 1-800-227-9187, or e-mail us at Lighting@AvistaUtilities.com with any street light or area light concerns you may have.  Avista will either make the repairs or refer you to the proper municipality for assistance.
Q:  Why was my most recent bill so much higher than normal? Why do my bills vary from month-to-month?
A: 
If you want to know what’s really going on in your home, our Energy Savings Suite can help.  It can give you expert advice on how to save energy – and money.

Some reasons that bills can vary:

Change of season -- During the winter, your lights and heating appliances will be on longer as the days grow shorter and cooler.  In the summer, hot weather can make your air conditioner, fans and refrigerator run longer and more often, using more energy.  Unusually high or low temperatures—especially with strong winter winds or high summer humidity—always substantially increase energy use.

Change in living habits -- A new home, a new baby, new hobbies, visitors -- all these changes can cause an increase in your energy usage and your electric bill.  Entertaining weekend guests, staying home with a sick child, or spending holidays or summer vacation with all the kids at home are just a few occasions that will raise your monthly energy bill. More people mean more energy for showers, laundry, dishwashing, clothes drying, cooking, lighting, and operating heating or air conditioning systems.

Additional or older appliances -- A new computer, large screen television, pool or hot tub can make life more entertaining but can also increase your power bill. Older appliances, which may become less efficient, can also add to your electric bill.

Billing fluctuations – The number of days in a billing period, changes in rates, fees and refunds can also affect your monthly bill.
Q:  I was on vacation. Shouldn’t my bill be lower?
A: 
Our Energy Savings Suite can help take the mystery out of how your home uses energy.

Since your meter does not stop turning while you’re away, being away from home for a week or two may not reduce your energy bill as much as you could hope. That's because your heating or cooling system must continue to operate, your freezer must still defrost, your water heater will still keep the water hot, and all your appliances with instant-on features will still draw some power.

Remember you'll probably have a lot of laundry when you come home. This laundry will give your washer, dryer and water heater a workout.  Your meter may need to work overtime after you return.
Q:  Why was my neighbor’s bill much lower than mine?
A: 
Our Energy Savings Suite offers tools such as the Home Energy Analyzer and Energy Use Calculator that will show how your home compares to others of similar size for energy use.

Don't be surprised if your energy costs vary considerably from those of a friend or neighbor whose home appears to be similar. Such a comparison is valid only if all other factors - number of people in the home, energy habits, number and types of appliances, type and efficiency of the heating/cooling system, and the overall energy efficiency of the home's construction—are identical.
Q:  What can I do to reduce my monthly bill?
A: 
Energy conservation is good for all us.  Our Energy Savings Suite offers a number of Energy Saving Tips you can use to help reduce your energy consumption, as well as a Home Energy Analyzer that allows you to conduct a personalized online energy audit of your home.

Here are a few tips to get you started.

Don't overheat or overcool your home, and set back the thermostat at night or when you're away. You can save 3 percent on the day's heating or cooling costs by setting your thermostat 1 degree higher for cooling or 1 degree lower for heating for that 24-hour period. Maintain those settings and you save 3 percent all season!

Use only the lighting needed for the task, and turn off lights in rooms that aren't being used.
Turn off appliances, including computers, when not in use. Take showers rather than baths, and wash full loads of clothes and dishes.

Consider upgrading your appliances.  Today's appliances are much more efficient, so replacing an old appliance almost always results in less energy use. However, if your new appliance has more convenience features, options, or a larger capacity, it may use more energy. Of course, adding an appliance, no matter how efficient, always adds to energy costs.
Q:  Do you offer any rebates for weatherizing my home or installing energy efficient appliances?
A: 
Yes!  If you are looking for a more efficient way to heat your home or water, Avista offers a wide array of Energy Efficiency Rebates and incentive programs to help customers manage their energy use.
Q:  Is Avista doing anything to reduce its impact on global warming?
A: 
Caring for the environment is nothing new to Avista.  We’ve been providing clean, renewable energy for more than a century.  In fact, according to the Natural Resource Defense Council’s 2004 air emissions benchmarking report, Avista ranks among the lowest in emitting greenhouse gases.

Read more about Avista’s environmental efforts.
Q:  How can I find out about current lake level and river flow information in my area?
A: 
For recorded lake level information 24 hours a day, in Washington call 509-495-8043, in Idaho call 208-769-1357.  Remember to obey all safety and warning signs around hydroelectric facilities.

Read more about how Avista is protecting the future of recreation on our lakes and rivers.
Q:  Does Avista have any funding available to assist local non-profit organizations?
A: 
Yes!  We’re committed to strengthening communities and enhancing the quality of the lives of those we serve.  The Avista Foundation provides funding to non-profit organizations addressing the needs of communities and citizens served by Avista Utilities in eastern Washington, northern Idaho, portions of southern Oregon, as well as Sanders County, Montana.
Q:  Are there programs available to help me pay my Avista Bill?
A: 
There is Energy Assistance available for customers in all of the states that we serve. If you are experiencing short-term or long-term problems paying your bill, please contact our Customer Service Department at 1-800-227-9187 for referral to an assistance agency.
Q:  Does Avista offer any resources to help me understand my business’s energy use, and find ways to be more efficient?
A: 
Absolutely!  Our Business Energy Analyzer is a comprehensive set of online tools that allows you to complete a detailed energy audit of your facility to help maximize your energy dollars. 

We also offer various Energy Efficiency Incentives that may be beneficial if you are considering an upgrade to existing equipment.
Q:  Who can I talk to about the current and future energy needs of my business?
A: 
If you’re interested in gaining a better understanding of your current energy needs, or planning for a possible expansion, Avista has Account Executives that can provide personalized service to help you identify conservation opportunities, and manage your energy use.
Q:  Where can I find information about Avista’s rates?
A: 
Knowing how much you pay for a kilowatt-hour of electricity or a therm of natural gas is important when trying to budget for your energy use.  Information on business rates can be found in the Energy Pricing section of our Web site.
Q:  What is Avista's mailing address? Where should I send my monthly payment?
A: 
Avista Utilities
P.O. Box 3727
Spokane, WA 99220-3727

Or for BillPay through your bank

Avista Utilities
1411 E Mission Ave.
Spokane, WA 99252

Please send a check or money order to pay for your Avista service. We are not responsible for any cash payments sent through the mail.  If possible, use the envelope included with your bill.  Write your account number on your check, and include your payment stub in the envelope.  You can find additional contact information in the Contact Us section of our website.
Q:  What are Avista's business hours?
A: 
Our Customer Service Department is open from 7 a.m. to 7 p.m. Monday through Friday, and 9 a.m. to 5 p.m. on Saturday.  You can report an emergency, or use our automated customer service system 24 hours a day by calling 1-800-227-9187.
Q:  How can I provide feedback to Avista?
A: 
We welcome your suggestions on how to improve our service to you!  Visit the Contact Us page on this web site to share your observations and comments.
Q:  Who regulates Avista?
A: 
Avista is regulated by the Public Utilities Commissions in each of the states in which it operates.  

Washington Utilities & Transportation Commission
Chandler Plaza Bldg.
1300 S Evergreen Park Dr SW
Olympia, WA 98504
(800) 562-6150
(360) 664-1120
www.wutc.wa.gov 

Idaho Public Utilities Commission
Consumer Assistance
PO Box 83720
(800) 432-0369  In-state only
(208) 334-0300
www.puc.idaho.gov

Oregon Public Utility Commission
550 Capitol Street NE, Ste. 215
Salem, OR 97301-2551
(800) 522-2404  Consumer Affairs
(503) 378-6600
www.puc.state.or.us  
Q:  Are there any job openings at Avista?
A: 
To view and apply for employment opportunities at Avista, visit the Careers section of our Web site.
Q:  Can I view information about my Avista account online?
A: 
Yes!  When you create an Avista My Account you have Internet access to your account information 24 hours a day.
Q:  How do I change my mailing address or phone number?
A: 
Updating your account information is easy!  When you Sign-In to your My Account, you can make changes to your mailing address, phone number and other account information.
Q:  My name has changed. How do I change it on my Avista account?
A: 
If you would like to change how your name appears on the account, please contact our Customer Service Department at 1-800-227-9187, or e-mail us at AskAvista@AvistaUtilities.com.
Q:  Can I start or stop my service online? What if I’m just moving from one address to another?
A: 
Yes, you can start, stop or transfer your utility service online, anytime 24 hours a day. 
Q:  Do you have interpreters for people who don’t speak English?
A: 
If English isn’t your primary language, don’t worry. We can provide an interpreter for Spanish and other languages.  Just call our Customer Service Department at 1-800-227-9187 and we’ll connect you to someone fluent in your language.
Q:  Where can I find information about Avista’s rates?
A: 
Rates and Tariffs information can be found in the Services & Pricing section of our Web site.
Q:  How do Avista’s rates compare to other companies’ rates?
A: 
Avista works diligently to control the cost of providing energy service to its customers, and remains competitive with other Northwest utilities’ rates.
Q:  Does Avista offer special rates for seniors or peak/off peak time-of-day rates?
A: 
We currently do not offer these types of rate plans.
Q:  Can I purchase Wind Power through Avista?
A: 
Yes!  Avista Utilities is committed to seeking “Green Power” options for our customers, and is able to offer 300 kWh of wind power for just one dollar through our Buck-A-Block program

There is still a premium for wind power benefits, but current Buck-A-Block participants are subscribing for an average of $5 per month.  At 300 kWh per dollar or block, customers are offsetting a significant amount of their environmental impact.
Q:  Do you offer any rebates for weatherizing my home or installing energy efficient appliances?
A: 
Yes!  If you are looking for a more efficient way to heat your home or water, Avista offers a wide array of Energy Efficiency Rebates and incentive programs to help customers manage their energy use.
Q:  How can I get natural gas installed in my home?
A: 
Call 877-GAS-TEAM (877-427-8326), or email us at AskAvista@AvistaUtilities.com to verify natural gas is available to your home.  An Avista representative will assist you with any questions you may have.  Read more about the benefits of natural gas and how to get it.
Q:  What if I forgot my e-mail address or password to Sign-In to My Account?
A: 
You can get help in the Trouble Signing-In section of our Web site.
Q:  How do I change my e-mail address or password online?
A: 
Updating your account profile information is easy!  When you Sign-In to your My Account, you can make changes to your e-mail address, password and other account information.  The change is immediate.
Q:  Is the Avista Utilities web site secure?
A: 
Yes!  Protecting your personal information, and ensuring that your transactions are 100% safe is always our highest priority.  The Avista Utilities web site provides a secure, encrypted connection using Secure Socket Layer technology.  SSL uses a complex system of key exchanges between your browser and the server you are communicating with, in order to encrypt the data before transmitting it across the web.

A web page with an active SSL session will have a Web address beginning with “https:”.  The “s” indicates that the site is secure.  A “padlock icon” in the status bar of your browser is another indication that the site you are viewing is secure. 

You can read Avista’s Privacy Policy to learn more about our commitment to protecting your personal information.
Q:  What are Cookies and why do I need them?
A: 
Cookies are pieces of information stored directly on the computer you are using, and are used by Internet browsers to store information and make Web browsing a more efficient process.  Our Web site uses Cookies to maintain information as you move between pages to help facilitate site navigation, and to personalize your experience while visiting our site.

You must have Cookies enabled on your browser to utilize certain portions of our Web site, such as obtaining your account information. (Although you may access most areas of our site whether or not you have cookies enabled).

Enabling cookies is specific to the browser you are using. You should be able to enable cookies through a menu option such as Internet Options or Preferences.  For more information regarding the use of cookies, please visit Microsoft's Learn About Cookies page.
Q:  What is a Spam Filter, and do I need to adjust the settings?
A: 
To ensure you receive important e-mail from us, such as your online billing statements, or other information relating to your account, add Avista to your Contacts list within your e-mail software and be sure it accepts e-mail from the domain name avistautilites.com.

A Spammer is an individual or a company that sends out large amounts of unsolicited e-mails (typically junk mail).  To combat Spam in your e-mail, you could use a Spam filter, either through your e-mail software, your Internet Service Provider (ISP), or through settings within security software. You may have set up “rules” in your e-mail inbox to not receive e-mail from particular senders.

Sometimes Spam filters will automatically put a suspect e-mail in a bulk mail, suspected spam, or deleted items folder -- which you may want to check from time to time, to see if your necessary e-mail is being filtered as well.
Q:  Can I receive my monthly billing statement electronically?
A: 
Absolutely!  You can enroll in Avista eBill to completely eliminate paper bills.   It’s fast, free, convenient and completely secure!
Q:  Will I still receive a paper bill once I've registered for Avista eBill?
A: 
No, you will no longer receive a paper bill in the mail.  You will receive an e-mail notification each month letting you know when your bill is available online.  Your electronic bill contains the same detailed information as a paper bill and can be printed if you want a copy for your files. 
Q:  I’d like to receive paper bills again. How do I cancel my eBill service?
A: 
When you Sign-In to your My Account and access Billing Options, you will have the option to cancel your eBill service.
Q:  Does Avista offer a program that allows me to pay a fixed amount each month for my energy usage?
A: 
Yes!  When you sign-up for Comfort Level Billing you can level out the high and low energy bills experienced during the year, and make it easier to budget for your energy use.
Q:  What is the Basic charge that appears on my Avista bill?
A: 
The Basic charge on your monthly statement helps to recover fixed costs, such as meter reading, billing and customer accounting costs which are associated with providing your energy service, and that occur whether or not the service is used.
Q:  Where can I pay my bill in person?
A: 
You can pay your Avista bill in person at any of the convenient pay stations located throughout our service area.
Q:  Can I be enrolled in the Automatic Payment Service (APS) program and still receive an eBill?
A: 
Yes!  Avista eBill is only the bill presentment.  You may use any payment option you choose, including APS.
Q:  Can I make payment arrangements online?
A: 
Yes!  Visit the Payment Options section of our Web site to see if one of our Payment Arrangements meets your needs.
Q:  Can I change the date my bill is due each month?
A: 
In some cases it may be possible to change the due date of your monthly bill.  Please contact our Customer Service Department at 1-800-227-9187, or email us at AskAvista@AvistaUtilities.com to see if your account is eligible.  You may also be able to request a payment arrangement online.
Q:  What types of payment options does Avista offer?
A: 
We have a number of convenient payment options available to make paying your monthly bill as easy as possible.  You can pay online or through the telephone with options such as Electronic Funds Transfer (EFT), and credit or debit card.  You can also sign up for our Automatic Payment Service (APS), mail a check or money order, or use one of our many conveniently located pay stations. 
Q:  What happens if I can't pay my bill by the due date? May I make partial payments?
A: 
If you anticipate a difficulty in paying your bill on time, please contact our Customer Service Department at 1-800-227-9187 prior to your due date.  A review of your account will be completed to determine if we are able to extend your payment date.  You may also be eligible to make a payment arrangement online.
Q:  It can be difficult to pay those high bills in the winter. Does Avista offer a payment plan to help spread my bills out more evenly over the year?
A: 
Yes!  Our Comfort Level Billing program can help level out the high and low energy bills experienced during the year, and make it easier to budget for your energy use.
Q:  Is there any financial help available to assist me in paying my energy bill?
A: 
There is Energy Assistance available for customers in all of the states that we serve. If you are experiencing short-term or long-term problems paying your bill, please contact our Customer Service Department at 1-800-227-9187 for referral to an assistance agency.
Q:  What is Project Share?
A: 
Project Share is a program designed to offer short-term energy assistance to households in financial need – whether due to illness, unemployment or other family crisis situation, and find it difficult to pay for basic needs.  You can apply for Project Share through your local assistance agency.
Q:  Does Avista offer gift certificates?
A: 
Yes!  Avista’s House Warming certificates are easy to purchase and make great gifts.  To find out more, call one of our knowledgable Customer Service Representatives at 1-800-227-9187.
Q:  What does Natural Gas smell like?
A: 
Natural gas is colorless and odorless. Trace amounts of a chemical called mercaptan are added to the gas to create an odor similar to "rotten eggs".  This is done as a safety measure to assist in detecting even the smallest leaks in appliances, house piping, or the distribution system.
Q:  Who do I call if I think I smell gas?
A: 
At Avista, we are committed to Natural gas safety.  Please call 1-800-227-9187 anytime, 24 hours a day.  We will send a serviceman out to evaluate the situation immediately.
Q:  What should I do if I suspect carbon monoxide in my home?
A: 
Contact Avista at 1-800-227-9187, or a qualified professional to have a carbon monoxide check done immediately.

If it is safe to do so, turn off and stop using the suspected gas appliance.  Open the windows to ventilate the area. Don’t use the suspected gas appliance until it has been determined to be safe.  Get out of the building and make sure that no one goes back inside until you are assured that it is safe.

Seek medical attention if anyone experiences possible carbon monoxide poisoning symptoms such as shortness of breath, nausea, vomiting, fatigue, headaches, confusion, or dizziness.

Find out more about Natural gas safety.
Q:  Can I change the date my bill is due each month?
A: 
In some cases is may be possible to change the date of you monthly bill.  Please contact our Customer Service Department at 1-800-227-9187, or email us at AskAvista@AvistaUtilities.com to see if your account is eligible.  You may also be able to request a payment arrangement online.
Q:  What types of payment options does Avista offer?
A: 
We have a number of convenient payment options available to make paying your monthly bill as easy possible.  You can pay online or through the telephone with options such as Electronic Funds Transfer (EFT), and credit or debit card.  You can also sign up for out Automatic Payment Service (APS), mail a check or money order, or use one of our many conveniently located pay stations.
Q:  Does Avista have any programs available to teach children about electricity and natural gas?
A: 
Educating kids in our community about being safe arond electricity and natural gas is a real priority for us.  The Kid Central and Avista Kids sections of our site are full of good information aimed at kids.
Q:  What is renewable energy?
A: 
There are many forms of renewable energy. The most common include wind, solar, hydropower and biomass. Learn more about different types of renewable energy here.
Q:  What happens if I buy more blocks of kWhs (offsets) than I use in a month?
A: 
Avista will purchase the same number of kWhs worth of renewable energy offsets as our customers’ subscriptions. Some customers purchase more blocks than their electric usage to offset their vehicle miles and other environmental impacts.
Q:  How much is the premium for renewable energy?
A: 
The premium to purchase renewable energy can vary widely, however, the Buck-A-Block program currently offers one of the lowest cost premiums in the nation.  While premiums can be as high as 20% over regular rates, at $1 for 300 kWh of environmental offsets, Buck-A-Block is about a 5% premium.  As subscriptions grow or the cost for new renewables increase this premium could change with advance notice.
Q:  Is the cost for blocks of renewable energy through Buck-A-Block in addition to the regular rates I pay?
A: 
Yes, the blocks cover the incremental cost of providing emission-free energy. New sources of renewable energy, like most renewable generation resources, currently costs more to produce than other generation resources such as natural gas and coal.
Q:  Isn’t our hydropower renewable?
A: 
Yes. The Northwest is fortunate to have an abundance of natural resources such as our lakes, rivers and streams. Avista has a long history of stewardship in harnessing the power of these resources while striving for a balance between the need for electricity and mitigating the impacts of hydroelectric facilities. While hydropower is renewable resource, Buck-A-Block is a renewable energy credit program. Wind, solar and biomass energy are important renewable energy sources that — along with other renewable options like geothermal or landfill gas, further improves our resource mix.
Q:  What is Avista’s resource mix?
A: 
Avista produces electricity using a number of different resources. In 2010, Avista generated or contracted to purchase for resale 5.91 million megawatt hours for our Northwest customers.

Our owned or contracted resources come primarily from four categories of fuel: biomass, coal, hydro, and natural gas.
Avista’s fuel mix is as follows:

Natural Gas – 35.66 percent
Hydro – 33.35 percent
Coal – 26.52 percent
Biomass – 2.49 percent
Waste – 1.43 percent
Nuclear* – 0.30 percent
Cogeneration – 0.12 percent
Petroleum – 0.08 percent
Landfill Gases* – 0.02 percent
Other – 0.02 percent

* Avista doesn’t own or operate landfill gas or nuclear generation facilities. We do however, purchase energy made within the Pacific Northwest, which includes some nuclear and waste generation.
 
In 2011, more than 70,000 mWh's, or about 1 percent, of Avista's resources came from wind and other renewables as a result of Buck-A-Block customer purchases.
Q:  Why is Avista Utilities offering new renewable energy?
A: 
We offer this option so customers like you can support alternative renewable resources like wind or solar while offsetting your environmental impact.
Q:  When should I call Avista if I have an interruption in my electric service?
A: 
Always call Avista at 800-227-9187 to report a power outage. Our service crews will guide you on whether a licensed electrician or heating dealer is needed to restore your power.
Q:  Who is responsible for damages that may have occurred because of a power outage?
A: 
Our responsibility is to fairly compensate you for damages that happen because of negligence on our part. That responsibility does not extend to damage not caused by Avista. Examples of damages not covered by Avista include those caused by:
  • Weather-related conditions such as ice, wind, lightning and heat
  • Animal contact with equipment
  • Equipment failure
  • Damage to Avista equipment by external causes such as motor vehicle accidents, trees and construction activity

Click on the links below for more information from the public utility commissions in Washington, Idaho and Oregon that regulate all electric and natural gas utilities within those states:

  • WA-Electric : Continuity of Service: 70-L, Rule # 16
  • WA-Gas : Continuity of Service: 170-k.1, Rule #17
  • ID- Electric : Continuity of Service: 70-I and 70-j, Rule #16
  • ID- Gas : Interruption of Service: 170-I, Rule #17
  • OR- Gas : Continuity of Service:  Rule #14
Q:  What should I do if there is a scheduled power outage?
A: 
If you are notified by Avista of a scheduled power outage you should unplug any sensitive equipment in your home or business. To protect the equipment at all times, make sure they are plugged into a surge protector.
Q:  What can I do to protect the food in my freezer and refrigerator during a power outage?
A: 

The most important step is not to open your refrigerator or freezer if possible. According to the U.S. Department of Agriculture:

  • A fully stocked freezer will usually keep food frozen for two days following a power outage.
  • A half-full freezer will usually keep food frozen about one day.
  • Food will usually keep cold in a refrigerator for up to four hours if the door remains unopened.

USDA Fact Sheet 
Government Food Safety

Q:  How do surge protectors work? Why do I need one?
A: 
Surge protectors work by detecting a sudden surge in voltage and rerouting the electrical current to the ground. Power surges can be caused by lightning strikes, tree limbs or animals coming into contact with power lines or by car accidents. Surge protectors should be used on sensitive electronic equipment such as computers, televisions and microwave ovens. Check with a licensed electrician to confirm if your surge protector is working properly or sized correctly.
Q:  Does Avista have the right to access my property?
A: 
Making sure that the electric and natural gas meters at your home or business are working properly and safely is important. That’s why the state public utility commissions grant Avista and other utilities access to their customers’ property to install, read, inspect, repair or remove the meter that are the property of the utility.
 
Click on the links below for more information from the public utility commissions in Washington, Idaho and Oregon that regulate all electric and natural gas utilities within those states:
Q:  As a Landlord, can I get information on my tenant’s account?
A: 
Due to privacy issues Avista can only speak to the person named on the account.
Q:  Who is responsible for tree trimming and clean up on my property?
A: 
To ensure the safe and reliable delivery of electricity, Avista trims trees near the power lines on your property. Customers are responsible for maintaining the service wire that runs from a power pole to your house. We recommend you use a qualified, licensed, bonded, insured tree trimmer.
 
Play it safe and call Avista if you need to drop the service wire from the power pole to your home before trimming nearby trees or other tall vegetation. There is no charge for the disconnect and reconnect, but make sure to call us at 800-227-9187 during normal business hours and allow 48 hours. 
Q:  What should I do if there is a tree limb on the power line?
A: 
If you see broken tree branches or trees on Avista’s power lines, stay safely away and call us immediately at 800- 227-9187.
Q:  When should I call before starting a project that involves digging? Why is it important?
A: 

It's the law. Always call 811 at least two working days before starting any project that requires digging, such as planting a tree in your backyard, repairing a fence or undertaking excavation work.

Knowing where underground utility lines are buried before you dig will help protect you from injury, prevent damages to utilities and service disruptions, and avoid potential fines and repair costs.

Q:  I believe that I have an issue that is not covered by these Q&As. How do I submit a claim inquiry with Avista?
A: 
Q:  How much does solar cost?
A: 
The premium for solar and therefore the cost for the environmental offsets is in the hundreds of dollars per MWh compared to $3 to $40 on average for wind.
Q:  Will the addition of Solar RECs increase the Buck-A-Block pricing?
A: 
No. The intent is to add diversity to the Buck-A-Block program and build awareness of the different costs for different resources, however, it represents a small addition to the total portfolio that will not immediately impact the block pricing.
If you do not find the answer to your questions here, please contact us. Backback to previous page Topback to top

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