Policies and Guidelines

We treat information about our customers including personal information as confidential, consistent with all legal and regulatory requirements. Below are links to our various policies and guidelines.

Updated 10/23/2015

Customer Information Privacy Policy
 
Last revised: June 22, 2015
 
This policy describes how Avista Corporation (“Avista”) handles your private and proprietary information collected by virtue of the customer-utility relationship. 
 
Avista’s utility business practices are regulated by the Washington Utilities and Transportation Commission, the Idaho Public Utilities Commission (IPUC), the Oregon Public Utilities Commission, and the Regulatory Commission of Alaska (RCA) (collectively “Commissions”). These Commissions have adopted regulations that define how Avista may disclose your information, which can include your name, service address, mailing address, telephone number, and any other personally identifiable information (such as a social security number) collected via the customer-utility relationship. Also protected is identifiable information related to the type of service, the quantity of electricity or natural gas used and your payment history.
 
Protecting your account information is a top priority for Avista. This policy is designed to safeguard the information we collect during the course of providing services to you.
 
Only authorized Avista employees or representatives have access to your account information. This account information is stored and processed in secure computer facilities.
 
Your account information will not be disclosed or sold to Avista affiliates, subsidiaries or third parties for purposes of marketing services or product offerings for which you are not already subscribed, unless we first have your written or electronic permission.
 
In certain circumstances your account information may be disclosed when required by law (i.e. a government agency, law enforcement or subpoena request) and to collection agencies in the event of non-payment of utility bills.  This disclosure will only occur only after the identity and affiliation of the requesting party has been verified by Avista.
 
Website Privacy Policy
 
Last revised: November 11, 2015
 
Maintaining your privacy and trust are important to us at Avista and our subsidiaries ("Avista"). This website privacy policy describes how we use and disclose information we collect about you on the websites of Avista (collectively, the "Sites") and other online features or services where we post this policy. This Policy does not apply to websites or services that display or link to different privacy statements. If you link to other web sites, please review the privacy policies posted on those sites.
 
We may change this policy at any time, and will notify you of changes by indicating on the policy the date of its last update.

Privacy Policy FAQs

What information about me does Avista collect on the Site?
 
We may collect personal information in various ways on our Sites. This section summarizes the personal information that we collect on the Site and describes how we collect it.
 
A. Passive Collection
 
When you visit our Sites, we automatically collect certain information that websites typically collect. This may include your Internet service provider, Web browser, the time of your visits and the pages visited, and the IP addresses of your computer. We use this information to analyze trends, to improve the security and efficiency of our Site and online services, and to otherwise administer and improve our Site and our services and to make sure the Site works well with the most commonly used devices or systems.
 
B. Cookies
 
We may also automatically collect information using "cookies." A cookie is a small file, stored on your hard drive by a website. We may use cookies to keep users logged in to the Site, serve pages to users more quickly on subsequent visits, understand users' interaction with our Site, track users' paths for security purposes and customize our users' experiences on our Site.
 
Please also note that some of our business partners may use cookies on our Site. We have no access to or control over these cookies.
 
C. Active Collection
 
Our Site contains several features and services, for which you can choose how you are contacted and what information you would like to receive. As part of those preferences we will collect information that you voluntarily provide to us, such as your name, postal address, email address, and mobile phone number. We may also collect information such as username, password and demographics information. Please see our Digital Communications Program Terms of Use relating to these preferences.
 
How does Avista use information collected on the Site?
 
We may use personal information that you provide to us for the purposes described in this Policy or disclosed to you on our Site or in connection with our services, and to:
  • provide and deliver products and services you request;
  • contact you about your account, the Site and our other products and services;
  • respond to your comments or requests;
  • operate, develop and improve the Site and our products and services;
  • inform you about service and product offers and promotions from Avista and our selected partners that you may find of interest; and to process and deliver contest entries and rewards.

What personal information is shared with third parties?
 
We do not share your personal information with third parties other than as follows:
  • with your written or electronic consent, for example, when you agree to our sharing your information with other third parties for their own marketing purposes subject to their separate privacy policies;
  • with third party vendors, consultants and other service providers who work for us and need access to your information to do that work; provided that these companies are subject to confidentiality agreements with Avista and are prohibited from using the information except in order to fulfill the work.
  • to (i) comply with laws or to respond to lawful requests and legal process, (ii) to protect the rights and property of Avista, our agents, customers, and others including to enforce our agreements, policies and terms of use or (iii) in an emergency to protect the personal safety of Avista, our customers, or any person;

We may also share aggregated or anonymized information in a form that does not directly identify you and we may insert marketing information into our billing packets.
 
What choices do I have in the use of personal information?
 
You may opt-out of electronic communications from Avista by following the instructions in those communications and user preferences or by calling Customer Service at (800) 227-9187.
 
What security precautions are taken to protect personal information collected on the Site?
 
We take reasonable steps to help protect personal information about you that we collect on the Site. Despite our security safeguards, however, we cannot guarantee that personal information will be protected from interception, misappropriation, misuse or alteration, or that it will not be disclosed or accessed by accidental circumstances or by unauthorized actions. If you have any questions about the security of our Site, you may email ask@myavista.com for more information.
 
How can I update or correct personal information associated with me?
 
If you have registered an online account with Avista, as a customer, job seeker, or business partner, you may directly edit the information you have provided by signing into the account. If you are unable to access the online account or have questions about updating your information, please follow the instructions provided at the account sign-in location, or email ask@myavista.com with your questions. Email messages may be forwarded to Customer Care or to another, appropriate Avista contact. Please allow three business days for a response to your email message. Call Customer Service at (800) 227-9187 if immediate response is required.
 
Who can I contact with questions about this Site?
 
Questions or comments about our Site may be directed to ask@myavista.com, or you may call Customer Service at (800) 227-9187. You may also write to us at Avista Web Manager, MSC-18, PO Box 3727, Spokane, WA 99220-3727.

 

Avista Corporation (“Avista”) may use the contact information that you provide to send autodialed text/voice messages, to make prerecorded telephone calls, and/or to deliver email messages, to you regarding your electric and/or gas service, your Avista account, outage notifications, energy savings ideas and other information about your Avista account.
 
By registering for Avista’s Digital Notification Program (the “Program”), you agree to receive autodialed texts and autodialed and/or prerecorded voice calls, and email messages, under these Terms of Use, which may change from time to time without notice. If you do not agree to these Terms of Use, do not “Opt-In” to the Program. Or, if at a later date, you decide to cancel your participation in all or a portion the Program, you may “Opt-Out”.  We have provided details regarding “Opt-In” and “Opt Out” features below.
 
Avista will at all times protect the privacy of your contact information. For more information, please reference Avista’s Privacy Policy.
 
1. Text and Voice Alerts to Mobile Numbers:
 
When you Opt-In to the Text/Voice portion of the Program, you consent to being contacted by or on behalf of Avista at the mobile number(s) that you voluntarily provide, for any purpose (including without limitation, service information, account information, outage and maintenance information, customer satisfaction surveys, energy savings ideas and other informational messages) and by any means, including autodialed text messages and autodialed or artificial or prerecorded voice calls, regardless whether the mobile number(s) may be on the federal or state equivalent Do-Not-Call Registry. Standard text message fees and data rates may apply based on your plan with your carrier.
 
By your decision to Opt-In:
a. You certify to Avista that you are the authorized user of the  mobile number(s) that you provide or that you have express permission of the authorized user of such mobile number(s); 
b. You agree to pay any Text Message Fees and Data Rates that may apply. Please check with your wireless carrier for your plan details; and 
c. You agree to these Terms of Use and to any future changes to these Terms of Use. In addition, you agree that for all matters not explicitly addressed herein, Avista’s Digital Notification Program Terms of Use, Avista’s Privacy Policy, and Avista’s Guidelines for Social Media Properties shall apply and are hereby incorporated by reference.
 
To Opt-In: 
1. Sign in to your Avista Account.
2. Follow the directions under the FAQs.
3. If you prefer, you may contact Avista Customer Service at (800) 227-9187 or via email at ask@myavista.com.
 
To Opt-Out: 
1. Sign in to your Avista Account.
2. Follow the directions under FAQs.
3. If you prefer, you may contact Avista Customer Service at (800) 227-9187 or via email at ask@myavista.com.
 
For Help or Support at any time
1. Sign in to your Avista Account.
2. Follow the directions under FAQs.
3. If you prefer, you may contact Avista Customer Service at (800) 227-9187 or via email at ask@myavista.com.
 
2. Email Communications:
 
When you provide your email address to Avista, you consent to being contacted by or on behalf of Avista via the email address(es) that you provide.  Avista may send email messages regarding new and/or existing Avista programs and services (including without limitation, utility service information, account information, outage and maintenance information, customer satisfaction surveys, promotional offers and other informational, sales and marketing messages) regardless whether the email address provided may be on a federal or state Do-Not-Contact registry. You may Opt-Out of email communications at any time.
 
3. General Terms of Use:

Mobile Carriers:  Avista currently provides text and voice communications through the following wireless carriers:
 
Major Carriers: AT&T, Verizon Wireless, Sprint, T-Mobile/MetroPCS, U.S. Cellular, Alltel, Boost Mobile, Google Voice, and Virgin Mobile.

Minor Carriers: Alaska Communications Systems (ACS), Appalachian Wireless (EKN), Bluegrass Cellular, Cellular One of East Central IL (ECIT), Cellular One of Northeast Pennsylvania, Cincinnati Bell Wireless, Cricket, Coral Wireless (Mobi PCS), COX, Cross, Element Mobile (Flat Wireless), Epic Touch (Elkhart Telephone), GCI, Golden State, Hawkeye (Chat Mobility), Hawkeye (NW Missouri), Illinois Valley Cellular, Inland Cellular, iWireless (Iowa Wireless), Keystone Wireless (Immix Wireless/PC Man), Mosaic (Consolidated or CTC Telecom), Nex-Tech Wireless, NTelos, Panhandle Communications, Pioneer, Plateau (Texas RSA 3 Ltd), Revol, RINA, Simmetry (TMP Corporation), Thumb Cellular, Union Wireless, United Wireless, Viaero Wireless, and West Central (WCC or 5 Star Wireless), Cellcom, CSpire Wireless.
 
Message Frequency: Message frequency will vary and will depend on the user, the type of text/voice or email communications that you choose to receive and other circumstances related to your Avista account, Avista services and products. You may control communications through the Opt-In and Opt Out features.
 
User Conduct: By Opting-In to the Program, you certify to Avista that all information you provide is true, accurate and complete. You also agree to update this information promptly when it changes.  If you provide any information that is untrue, inaccurate or incomplete, or if Avista suspects that your information is untrue, inaccurate, or incomplete, Avista may, in its sole discretion, suspend or terminate such Program registration and/or future access. 
 
User Rights: You may be prompted on occasion to send limited text or email responses to Avista.  By sending text or email messages to Avista, you hereby grant Avista a perpetual, irrevocable, and fully transferable license to use, distribute, reproduce, modify, adapt, publish, translate, publicly perform, and publicly display any and all text or email message content that you provide, in whole or in part, and to incorporate such message content into any format or works.

Changes in Terms: These Terms of Use may be changed at any time, and Avista reserves the right to suspend or cancel text/voice, email or other digital communications at any time and at its sole discretion. Please check these Terms and Conditions regularly to review changes.
 
No Warranties: The Program is provided “As-Is” and “As Available”. Avista makes no representations or warranties whatsoever regarding the Program, its availability, accuracy, security, or timeliness and further disclaims all warranties, express and implied, including but not limited to, warranties of merchantability, fitness for a particular purpose and non-infringement.
 
Limitation of Liability: To the maximum extent permitted by law, Avista shall not be liable for any direct, indirect, consequential, special, incidental, punitive, or any other damages, including but not limited to damages for loss of profits, goodwill, use, data or other intangible losses, even if Avista has been advised of the possibility of such damage or loss, arising or resulting from or in any way relating to your use of the Program. Further, Avista shall not be liable for the acts or omissions of third parties, including but not limited to delays in the transmission of messages due to wireless carriers and any other circumstances out of Avista’s control.
 
Governing Law: These terms shall be construed in accordance with the laws of the State of Washington, and any proceedings to enforce or interpret these terms must be brought in the applicable courts within the State of Washington.
Facebook, Twitter, Instagram, YouTube, LinkedIn and other Avista-owned sites (collectively “Social Media Sites”) are intended to be a useful exchange of information related to Avista Corp. (“Avista”) and Avista programs and services. As such, we encourage any and all questions and commentary, including criticism, but subject to these basic guidelines:
 
Rules of Engagement: We ask that when you provide feedback or ask questions that you do so in a civil and respectful manner and that you abide by the specific posting guidelines on each Social Media Site which prohibit, among other things, "personal attack"(s).
 
Page Moderation: Please be advised that if you post inflammatory, negative and/or disruptive messages that violate the Avista guidelines you will have your posts removed and you will may be banned or blocked from the page or channel.
 
Infringement: All content and information you post on one of our Social Media Sites must not infringe on someone else’s copyright or other proprietary right. You are solely responsible for any copyright infringement as a result of your posting.
 
Banning/Blocking: We reserve the right to block individuals from posting to our Social Media Sites or channels if an individual violates these guidelines.
 
Removal of Posts: In addition to conforming to the specific Facebook guidelines for community participation, Avista will, at the moderator´s discretion, remove any posts and/or comments that are determined to:
 
  • contain spam
  • contain solicitations or advertisements or marketing content that is not authorized by Avista
  • contain harassing, offensive, abusive, defamatory, obscene, racist, sexist, discriminatory or hateful content
  • contain deceptive, misleading, potentially harmful or factually unsupported content
  • contain links not authorized and/or approved by Avista
  • be "off-topic" and/or unrelated to the original post made by either Avista or a member of the community
  • contain private, personal or sensitive information about individuals (i.e. account information)
  • encourage illegal action
 
External Links Disclaimer
 
The appearance of hyperlinks or the information, products or services contained in a hyperlink on a Social Media Site does not constitute Avista’s endorsement of that site and Avista does not exercise any editorial control over the information found at these sites. In addition, any opinions expressed in posts by users on a Social Media Site do not necessarily represent the positions, strategies or opinions of Avista or any of its affiliates.
 
Social Media Terms of Service
 
In addition to these guidelines, the following Terms of Service apply to the various sites which you must also comply with: