Frequently asked questions

The Chelan PUD Customer Bill Assistance Program provides a 25% discount on monthly bills for income-qualified households served by Chelan County Public Utility District.

No, the billing assistance program can't be applied to past bills. The discount will apply to your monthly utility bill after your application is approved. If you have a past bill that you need assistance with, please call Chelan PUD at (509) 661-8002 and they will help you find options that fit your situation.

Chelan PUD is partnering with Promise to provide a fast and easy application online. You can read more about the partnership on the Chelan PUD website: chelanpud.org/discounts or chelanpud.org/descuentos. Apply online at chelan-pud.promise-relief.com for the fastest application method. Your application will save your progress as you go.

If you are experiencing technical difficulties, you may also apply in-person at Chelan-Douglas Community Action Council.

For phone-assisted applications or general program questions, call (509) 661-8002.

It might be a scam if:

• They demand credit card or bank information.
• They ask for payment with cash, a wire transfer, a prepaid card, or GreenDot card. We don't accept GreenDot cards for payment.
• They call in the evening or on the weekend. We only call on weekdays, from 8 a.m.-5 p.m.

When in doubt, hang up and call us!

• Chelan PUD switchboard – (509) 663-8121
• Nights and weekends – 1-877-783-8123

If you already receive the low-income senior or disabled discount through Chelan PUD, you will automatically move to the new program. You do not need to re-apply.

If you receive other assistance, such as Low-income Home Energy Assistance Program, you're eligible to apply for Chelan PUD's billing assistance program as long as you meet the income requirements.

The following types of income are considered countable. You may need to provide documentation of these income sources, covering a full month. If you are unsure of whether you need to provide documentation, you should provide the documentation. For more information on the types of documents that are accepted, see here.

• Wages or regular pay before any deductions, including tips and gratuities
• Self-employment income
• Interest, dividends, royalties, and distributions from investment accounts
• Retirement and pension benefits, including 401K withdrawals, annuities, private pensions, government employee pensions, and military retirement pay
• Social Security Administration benefits like Retirement, survivors' benefits, Supplemental Security Income (SSI), and disability benefits
• Unemployment, strike pay or benefits, workers compensation and Family and Medical Leave pay
• Cash-based assistance programs, including TANF and General Assistance
• Child support and alimony (money received)
• Gambling and lottery winnings
• Payments from rental property, mortgages and contracts
• Private scholarships, fellowships or educational grants in EXCESS of tuition and school fees; earnings from work study programs

Excluded income

The following income is EXCLUDED from income calculations. You do not need to provide documentation of this income. If you do provide documentation of this income, it will not count it towards your household's income total.

• AmeriCorps & Senior Corps
• Assistance programs that do not provide cash benefits to recipients, like SNAP, WIC and LIHEAP
• Balance or holdings of investments, savings, trust funds, and estates. Note that earnings like interest or dividends and any recurring payments made from these accounts are countable.
• Employer-paid portion of benefits
• Federal emergency assistance and disaster payments
• Foster care payments
• Income earned by minors
• Jury duty
• Loans that will need to be repaid, including reverse mortgages
• One-time payments, such as tax rebates/credits, refund deposits, lump sum insurance settlements, or sale of property
• Scholarships or fellowships that cover tuition and fees; all scholarships and fellowships from Department of Education and Bureau of Indian Affairs; GI Bill payments
• Support or gifts, including gifts of food or shelter to your household
• Veterans Affairs (VA) benefits
• Tribal per capita payments

The documents must cover at least 28 consecutive days for each income source:

• 4 paystubs if you are paid every week
• 2 paystubs if you are paid every two weeks
• 2 paystubs if you are paid twice a month
• 1 paystub or document if you are paid once a month

If you receive income from more than one source or job, provide documentation for each income source.

The evidence must represent 28 consecutive days, but the following are considered representative of the "past month":

• If the applicant applies within the first 15 days of the month, they can use anytime after the 15th of two-calendar-months before through the end of this calendar month.
• If the applicant applies after the 15th, they can use the last calendar month and this calendar month.

Yes, the following government assistance programs confer categorical eligibility:

• SNAP (food stamps) / Basic Food
• SSI (Supplemental Security Income)
• Medicaid / Apple Health
• LIHEAP
• Head Start / Early Head Start
• Lifeline (phone/internet discount)
• Housing Choice Voucher (Section 8) / Public Housing
• USDA Rural Development - Section 502 Direct Home Loans
• USDA Section 521 Rental Assistance
• USDA Section 533 Housing Preservation Grant (HPG)
• USDA Section 504 Home Repair Program
• National School Lunch Program
• TANF
• Weatherization Assistance Program (WAP)
• Women, Infants & Children (WIC)
• Housing Improvement Program (HIP)

See here for specifics of what types of documents are accepted.

Acceptable documents for income generally show:

• Type of income and/or payer
• Name of the recipient
• Date (including end date where not clear)
• Gross income amount

Types of valid evidence (not exhaustive):

• Payroll statement or pay stub that shows gross income
• Written statement from employer
• Documentation from the Social Security Administration, Washington Department of Social and Health Services, Washington State Employment Security Department, or other governmental agency
• Bank statements for interest & dividends
• Profits and loss statements for self-employment
• Any document that shows required information (name, type of income, dates, and gross income amount)

For government benefits, provide your most recent award letter with:

• Name of the benefits program
• Name of the recipient(s)
• Current participation in the program (i.e., show approval through a date in the future)

For self-employment income, provide documentation of revenue and expenses.

Please note that tax documents, including tax returns and W-2s or 1099s, are not considered valid documentation, as they do not accurately demonstrate household income for the most recent month, as required by the program.

A household is any individual or group of individuals who are living together as one economic unit and share utility costs.

If asked to share additional documents, you have 14 days to submit all required documentation. If you do not submit all required information by that time, your application will be denied. You can apply again once you can provide all supporting documentation.

Your application will be reviewed in 5 business days. Once your application has been reviewed, you will receive notice that your application has been approved or denied through the method of communication you indicated as your preference (SMS or email). If denied, you may immediately re-apply for the program.

You can log back in and view your latest application status if your application review is pending or you've been approved. If your application has been denied, you'll be notified via your preferred communication method (email, SMS, mail) and you are able to apply again if your situation has changed or you were denied for not providing all supporting documentation and now can do so.

We use information from your utility company to ensure you are applying on the right account. Double check the information you provided to ensure that it matches the information on your utility account. Make sure the account number and last name match your utility bill.

If you recently changed the information on your utility account, please allow at least a week for our system to receive the update from your utility.

You can re-apply if your situation has changed or you were denied for not providing all supporting documentation and now can do so.

If you are not eligible for the program, you can contact your utility to discuss other assistance or payment options.

If you do not agree with your denial or believe it was made in error, you may call our agents at (509) 661-8002 to discuss your application or re-apply directly through chelan-pud.promise-relief.com.

If you are approved, Promise will automatically share your enrollment with your utility. You do not need to contact the utility to share your enrollment.

Once approved, your approval will be shared with Chelan PUD within 1 business day. After Chelan PUD has processed this approval, you will receive the discount within the next two billing cycles. If you do not see your discount after two billing cycles, please call Chelan PUD at (509) 661-8002.

Customers may remain on the program as long as their household is eligible. Customers must reapply every two years.

The discount moves with you as long as your account number stays the same. As soon as possible, please notify Chelan PUD of your new address by calling (509) 661-8002.