Welcome to

the neighborhood
HIGHLIGHTS
Hello,
Contact Information..................................................................... 2 Welcome to Avista Utilities! We’re glad to
Reporting an Outage.................................................................... 2 have you as our customer and want you to
Your Natural Gas Service............................................................... 3 know that we’re here for you. We’d also like
Natural Gas Safety........................................................................ 4 you to have this helpful booklet. It includes
Managing Your Account............................................................... 6 money-saving energy tips, billing options,
Billing Options.............................................................................. 7 outage and billing alert information, safety
Payment Options.......................................................................... 8 advice and more. We look forward to a
Reading Your Bill......................................................................... 10 great relationship aimed at serving you.
Energy Assistance....................................................................... 11

Project Share............................................................................... 12 Warm Regards,

Saving Energy............................................................................. 13 Avista
Energy Efficiency Incentives......................................................... 15

Our Green Commitment to You.................................................. 16

Our Favorite Chocolate Chip Cookie Recipe................................. 17

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 MYAVISTA.COM

LOCAL CALL CENTER:

1-800-227-9187
Monday – Friday 7 a.m. to 7 p.m.
Saturday 9 a.m. to 5 p.m.
Automated help is available 24/7.
(Translation and hearing impaired
services are available.)
Your Natural Gas Service
SEND BILL PAYMENTS TO:
Avista Utilities
TO REPORT Natural gas is an efficient, clean-burning fuel that quickly produces warm
1411 E. Mission Ave. AN OUTAGE: and even heat, and Avista delivers it safely right to your home. Whether it’s
Spokane, WA 99252-0001 a hot furnace or water heater, a cozy fireplace or a fast-cooking stove or
1-800-227-9187
(Please be sure to write your grill, you’ll love natural gas.
account number on your check.) MYAVISTA.COM

FOR LIFE-THREATENING
SEND CORRESPONDENCE TO:
EMERGENCIES, CALL 911
Avista Utilities
Customer Service, MSC-34 Outage updates are available
at myavista.com from
P.O. Box 3727
your computer, smart
Spokane, WA 99220-3727 phone or tablet.
EMAIL:
To report a gas problem
askavista@avistautilities.com in case of an emergency,
call from a safe location.
FACEBOOK:
facebook.com/avistautilities

TWITTER:
@avistautilities

INSTAGRAM: Always call

811 at least
avistautilities
two working
YOUTUBE: days before
youtube.com/avistautilities you dig
or trench
LINKEDIN on your
property.
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 Before you plant that new rose bush, build that new
storage shed or install an automatic sprinkler system,
you’ll want to call 811 before you dig. A locator
service will come out and mark the location (within
24 inches on each side of the locate) of underground
pipes and wires so you can avoid them. Please call

Natural Gas Safety at least two full business days before starting your
project. This is a free service to everyone in Oregon.

When it comes to natural gas, we are committed to keeping you and your
loved ones safe. We routinely inspect our equipment and facilities and
Natural gas isn’t poisonous, but like other fuels, it produces carbon
maintain them in peak working order. In the event of an emergency, you
monoxide gas if not burned properly. It’s a good idea to keep
can count on us to go into action with an emergency plan to keep people
your equipment in good working order. Consider hiring a licensed
safe. Even so, all of us must share in the responsibility of staying safe. Avista
professional to inspect your natural gas equipment annually.
offers these safety tips, with more available to you at myavista.com.
Early signs of carbon monoxide poisoning include dizziness,
fatigue, mental confusion, nausea and heart palpitation.
As with all forms of fuel, to fully enjoy the many benefits of
natural gas, you need to become familiar with its safe use. If you suspect someone is suffering from carbon monoxide poisoning,
get that person to fresh air immediately. Then open doors and windows
If you hear or smell natural gas (an odor like rotten eggs) and seek medical attention. Also please call Avista to let us know. You
in or around your house, take these precautions: may want to purchase a carbon monoxide detector if your home is
• Don’t smoke, light matches, turn your electrical switches on or not equipped with one. The device works much like a smoke detector
off, use the telephone or do anything else that might create a spark. and will alert you if a system malfunction causes a problem.
• Open your windows and outside doors, if possible. To learn more detailed information about natural gas safety,
• Evacuate everyone in your home or building and stay out until visit myavista.com/gassafety.
someone from Avista tells you it is safe to return.
• Keep others away from the area.
• Call Avista from a neighbor’s phone at 1-800-227-9187. before you dig.
(If there is a life-threatening emergency, call 911 right away.)

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 Managing Your Account
We’re always looking to make your life easier. So we’ve provided you with
several convenient and time-saving options to use in managing your account.

Mobile App: Our free Avista mobile app lets you view real-time account
Billing and Payment Options
balances, due dates and other account details. You can also make or
schedule payments and access bill and payment histories. The app is At the speed at which life happens today, it’s hard to balance
available at the iTunes or Google Play store. Just search for “Avista.” all the things you want and need to do. That is why we
offer a variety of ways to manage your account.
Website: By registering your account on myavista.com, you’ll quickly
have all the tools to manage your account right at your fingertips.
BILLING OPTIONS
Self-Service Line: No matter what day or time it is, you can manage your How, when and where would you like to pay your energy bill? Decide
account by calling our customer service line at 1-800-227-9187. for yourself. Choose one of Avista’s convenient billing options below.
If you’re interested in signing up, just visit our website or call.
Customer Service Representative: Available Monday through Friday
from 7 a.m. to 7 p.m. and Saturday from 9 a.m. to 5 p.m. We are here
Paperless Billing: Eliminate paperwork and free up your time by
to serve you.
enrolling in Paperless Billing. You’ll receive a monthly billing summary
in your email in-box. It’s fast, convenient and completely secure. You
can also sign up for payment reminders and payment receipt notices.

Comfort Level Billing: If you’re the sort of person who likes to know
what’s coming, we’ll level out the seasonal highs and lows of your bill
by dividing your yearly energy use into equal monthly payments.

Master Billing: If you have multiple accounts, let us

consolidate all your energy bills into a single statement—
for no more confusion or need to make multiple payments.

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 Payment Options
Life is hectic enough. Take advantage of our options to make it less By Phone: Give us a call at 1-800-227-9187 and we’ll be happy to take
time-consuming to pay your bill. Our several convenient choices include: your payment over the phone.

Auto Pay: Auto Pay automatically withdraws your payments from In Person: Sometimes it’s just easier to pay your bill in person.
your checking or savings account, or charges your debit or credit card Bring your bill and payment to one of our many pay stations in your
each month. Business customers can participate in Auto Pay using their area. To find one near you, visit myavista.com/waystopay or call
checking or savings account. Sign up at myavista.com/waystopay. 1-800-227-9187. You’ll also find self-service kiosks at our main offices in
Spokane, Coeur d’Alene and Lewiston. Much like using an ATM machine,
Online: Just sign in to your online account at myavista.com and make
our kiosks make it fast and easy to pay your bill. The kiosks will accept
a payment using your checking account, debit or credit card. (If you
cash, checks, money orders, and debit and credit cards.
don’t have an account, you also can pay as a guest.)
By Mail: Just send your check or money order with your account
Mobile App: Avista’s free mobile app lets you use your smart phone
number written on it to the following address (and make sure to mail it
to make or schedule payments. You can also access bill and payment
in time for it to reach us by your due date!). Mail to: Avista Utilities,
histories. Look for the app at the iTunes or Google Play store by
1411 E. Mission, Spokane, WA 99252-0001.
searching for “Avista.”
Need Help Paying Your Bill? We Have Options. We understand that
By Text: Use your smart phone or other mobile device to make a
there may be instances when customers find themselves facing financial
payment, receive payment reminders, and more—all by text. Start by
difficulties. Avista partners with community agencies to provide financial
signing up for Avista text alerts. Just text REG to AVISTA (284782). Once
assistance, plus we offer other services to help you manage and pay
you are registered, you can make a payment by simply texting PAY and
your bill, such as Comfort Level Billing, Preferred Due Date and Payment
following the prompts. Or see your current balance by texting BAL.
Arrangements. We’re here to help you. Just call us at 1-800-227-9187.
Avista text alerts offer power outage updates and other services, too.
Learn more at myavista.com/alerts.

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 Energy Assistance
Reading Your Bill
BILL ASSISTANCE PROGRAMS

If you find yourself in a tough spot and can’t pay your energy bill,
Avista has programs to help. Our My Energy Rate program provides
a personalized energy bill discount for income qualified customers.
Applying is easy. Visit myavista.com/myenergyrate and complete
an online application by answering a few questions and review the
program terms. Additionally, if you find yourself in a situation with a
past due balance, please call us so we can assist in finding options that
works best for you. Call Avista Customer Service at 1-800-227-9187.

Additionally, we partner with local community agencies to help those

with limited resources through energy assistance programs. Visit
myavista.com/assistance to get details on your local community
action agency.

When customers need to get back on their feet, Avista is ready to lend a hand.

1. Amount Due and Due Date HOW TO FIND HELP

You can find the amount you owe Be sure to use the return envelope
and the day payment is due in enclosed with your bill and write your If you require help to meet your energy needs, please visit our website
various places: at the top of the account number on your check or money
bill, in the Bill at a Glance section, order. Also, take the coupon with you or call Avista Customer Service at 1-800-227-9187. We’ll put you in
and on your remittance coupon. when making a payment at a paystation.
touch with a local community agency where you can see if you qualify
2. Account Number 7. New Charges Detailed
Use your account number when requesting This area shows a breakout of the detailed for assistance and learn more about their available programs.
information about your account or charges for your monthly energy use,
paying your bill. This section also displays including the number of days in the
the date your bill was generated. billing cycle (which can vary by month),
meter read information, and how much
3. Bill at a Glance
energy was used in the billing cycle.
This section is a summary of the charges
on your bill. It shows your previous 8. Monthly Energy Usage Graph
balance and any new charges or credits. This graph shows you how much
energy has been used each month,
4. Contact Us
up to 13 months. We’ll also show
It’s easy to reach us by phone,
you how much was used during the
online, postal mail or email —
same month in the prior year, if you
however you choose.
were a customer during that time.
5. Your Message Center
9. Automatic Payment Service
The message center gives you
Enrollment Form
helpful information about your bill
If you are interested in having your
or other happenings at Avista.
payment withdrawn from your bank
6. Remittance Coupon account automatically, fill out this form
Detach and return this coupon when and send it with your payment. Be sure
paying by check or money order and to enter a mark in the light blue box on
sending your payment through the mail. the remittance coupon. See field 6.

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 Neighbors
Helping
Neighbors

Saving Energy
Energy conservation is good for all of us. No matter where you
live, there are many things you can do to cut down your energy
consumption. To help you use energy more efficiently, Avista
offers online tools and other useful information. We also provide
PROJECT SHARE
rebates to help you purchase energy-efficient appliances and
We all know someone who could use a helping hand.
equipment. Avista offers these tips and more at myavista.com.
And one thing’s for sure about our community: Where
there’s a need, neighbors stand ready to pitch in.
NO-COST/LOW-COST WAYS TO SAVE
• Inspect your furnace filters once a month. Replace them when they are
One way they do it is through Project Share, a program
dirty to improve your energy efficiency and extend the life of your furnace.
that provides emergency energy assistance to households
• Install a programmable thermostat to adjust temperature
in our region. Grants are available for seniors and
settings according to your preset schedule. This way you can
families strapped by unexpected emergencies.
warm up your rooms just before you wake up or get home.
• Set your thermostat to 68 degrees in winter and
Join other Project Share contributors by adding a donation
78 degrees in summer to heat and cool your home.
to your monthly energy bill. We’ll send the full amount
• Fix any leaky faucets. A small drip can end up wasting the
directly to the community agencies that distribute the
equivalent of a bathtub full of hot water each month.
funds to our community’s most vulnerable members.
• Find and plug any air leaks where you see cracks or light or feel any
drafts. Use weather stripping to seal leaks next to moving parts,
You can also choose to contribute the same amount every month
like between a door and its frame. And use caulking to fill leaks
with the Project Share Pledge. As a reminder, we’ll include
between non-moving parts, such as a window frame and wall.
your pledge on your monthly statement. It’s a warm feeling.
• Seal light switches and electrical sockets located on
exterior walls to reduce drafts. Low-cost, high-density
To learn more, visit myavista.com.
foam gaskets are available at most hardware stores.

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 • Insulate water pipes that are in or pass through areas AVISTA KIDS
without insulation, such as basements and crawl spaces. Help teach your kids how to save and be
Wrapping your pipes with insulation will prevent the heated safe around energy. Share our fun online
water inside them from cooling down too quickly. games and other activities for kids ages
• Install low-flow faucet aerators and showerheads. It’s cheap 4 to 12. Go to myavista.com/kids.
and simple to do. Look for them at most hardware stores.
• Check the temperature on your water heater. Set it to 120
degrees to conserve energy while still enjoying hot water.
ENERGY-EFFICIENCY PROGRAM
• Open drapes or curtains on south-facing windows during
Looking to upgrade your natural gas equipment or insulate your home?
the day to allow the sun to heat your home in winter,
Through our partnership with Energy Trust of Oregon, we offer cash
and close them to keep the sun out in summer.
incentives and loans for select energy-efficiency upgrades that will not only
• Close fireplace dampers not in use and remember to turn
lower your home’s energy use but improve your comfort all year long.
off exhaust fans in the bathroom and kitchen.

ENERGY-EFFICIENCY HELP
For more ways to save, go to myavista.com/advice.
For customers with moderate resources increased incentives for insulation
and certain natural gas equipment are offered to further offset the cost.
People in greatest need who heat their home with natural gas can receive
When we all do our part, every little bit of energy savings adds no-cost upgrades such as insulation, checking heating equipment for proper
up. Go to myavista.com to see more low-cost and no-cost operation, and sealing up air leaks around windows and doors.
changes you can make to save energy at home. You’ll also
find information on energy-efficiency rebates and more. For more information on natural gas incentives and energy-efficiency
program qualifications, go to myavista.com/orrebates.

ONLINE HOME ENERGY MANAGER

Now that you are in your new home, it’s a great time to find specific
ways to save energy. Let our online Energy Manager tool help. It asks
you a series of questions about your home and appliances, which will
help you better understand how your home uses energy. Go to
myavista.com/energymanager to access your specific information.

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 Environmental Stewardship
Environmental stewardship isn’t just something we do; it’s part of who
we are as a company. Avista is one of the greenest energy producers
nationwide, measuring some of lowest carbon dioxide emissions
among utilities.

We continue to make investments in new renewable energy sources.

We are working together with our customers and communities toward a
clean energy future while keeping our system safe and reliable. We invite
you to learn more and track our progress at myavista.com/greener.

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 myavista.com

OR (08-22)
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