A dispute over winter utility protections has moved into sharper focus in Salem, where state lawmakers are now urging corrective action after nearly 200 households lost natural gas service despite prior assurances they would remain connected.
State Senator Deb Patterson, joined by a group of legislative colleagues, has formally called on regulators and NW Natural to address what they describe as improper disconnections affecting low-income and medically fragile residents during the winter months. The appeal follows confirmation that 198 households were disconnected from gas service, in some cases over balances reported as low as $50, during a period when protections had been publicly pledged.
The issue traces back to late 2025, when economic strain intensified for many households following disruptions tied to a federal government shutdown. With food assistance and other support systems temporarily impacted, concerns grew about families’ ability to maintain essential services. In response, lawmakers worked with utility providers to establish a commitment aimed at preventing shutoffs for vulnerable customers through the end of the year.
That agreement is now under scrutiny.
“These households never should have had their utilities turned off,” Patterson stated, emphasizing the severity of losing access to gas, heat, and hot water during colder months. “Those families deserve to be fairly compensated for being shut off from gas, heating, and hot water, when they should have been protected.”
Despite the stated protections, the disconnections occurred during the agreed-upon window, raising questions about compliance, oversight, and internal processes within the utility provider. The situation has prompted involvement from the Oregon Citizens’ Utility Board, a nonprofit watchdog that monitors utility practices on behalf of ratepayers.
“When a utility makes a commitment to Oregonians, legislators, and regulators, we expect them to hold their word,” said Bob Jenks, pointing to the broader implications of broken assurances in a regulated industry.
In response to the disconnections, lawmakers have expressed support for a proposal developed by the Citizens’ Utility Board that outlines a potential path forward. The proposal calls for eliminating past-due balances for affected customers, providing direct financial compensation for each day households were without service, and adjusting the threshold that triggers disconnections to reduce the likelihood of similar incidents in the future.
Patterson framed the proposal as a measured response designed to restore trust and prevent recurrence. “I hope NW Natural honors the original intent of their commitment to support vulnerable households. I think this proposal provides a fair and sensible path forward,” she said.
The outcome of the request now rests with both regulators and the utility provider, as attention turns to whether corrective measures will be implemented and how future safeguards may be strengthened. At stake is not only compensation for those impacted, but also confidence in the systems meant to protect residents during periods of heightened vulnerability.
As Oregon continues to navigate rising living costs and energy affordability concerns, the episode underscores the critical role utilities play in maintaining essential services—and the expectations placed on them when commitments are made under pressure.