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 02/18/2022
Last revised: January 31, 2022
This notice describes how Avista Corporation (“Avista”, “we” or “our”) handles your private and proprietary information ("personal information") collected by virtue of the customer-utility relationship. Protecting your personal information is a top priority for us. This notice is designed to explain how we safeguard the information we collect during the course of providing services to you (this includes interactions with us such as when you fill out a form of interest, participate in a survey or promotion, create an account, or browse our website).
Our utility business practices are regulated by the Washington Utilities and Transportation Commission, the Idaho Public Utilities Commission, the Oregon Public Utilities Commission, and the Regulatory Commission of Alaska (collectively “Commissions”). These Commissions have adopted regulations that define how we may disclose your personal 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. Such regulations also grant you certain rights as a customer depending on your location. These rights may include access to your personal information, deletion of your personal information, and rectification of your personal information.
Only authorized Avista employees or representatives have access to your personal information. To protect your personal information from unauthorized access and disclosure, we apply security measures and technological safeguards such as secured files and facilities and our retention policy. If your personal information is disclosed by an unauthorized party, we may notify you in accordance with your state’s breach notification law.
Your personal 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 consent and such consent has not been withdrawn. In certain circumstances your personal 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 us.
We reserve the right to amend this Privacy Notice at any time. Changes to our Privacy Notice will be available on our website or notified to you via direct communications. For more information or any questions regarding our Privacy Notice, contact Customer Service at (800) 227-9187.
Privacy Policy FAQs
- 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; and
- protect Avista's network from unauthorized usage or penetration.
- 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) protect the rights and property of Avista, our agents, customers, and others including to enforce our agreements, policies and terms of use, (iii) monitor and provide unencrypted account information to the U.S. Government to protect Avista's network from unauthorized usage or penetration; or (iv) in an emergency, protect the personal safety of Avista, our customers, or any person;
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. SMS Text Alerts to Mobile Numbers:
When you Opt-In to receive SMS Text Alerts, 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, regardless whether the mobile number(s) may be on the federal or state equivalent Do-Not-Call Registry. Message and data rates may apply.
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 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.
d) Mobile opt-ins won’t be shared. Sharing excludes text messaging originator opt-in data and consent; this information will not be shared with any third parties for marketing purposes.
To Opt-In:
1. Sign in to your Avista Account.
2. Go to Alert Preferences and follow directions.
3. If you prefer, you may contact Avista Customer Service at (800) 227-9187 or via email at ask@myavista.com. You may also text REG to AVISTA (284-782) to register.
To Opt-Out:
1. Sign in to your Avista Account.
2. Go to Alert Preferences and follow directions.
3. If you prefer, you may contact Avista Customer Service at (800) 227-9187 or via email at ask@myavista.com.
For outage, billing, and budget alerts, you may also text STOP to AVISTA (284-782) to stop receiving texts.
For Peak Time Rebate Pilot Program, you may text STOP to AVISTA ALERTS (75401) to stop receiving texts.
For Help or Support at any time:
1. Go to myavista.com and choose Contact Us.
2. If you prefer, you may contact Avista Customer Service at (800) 227-9187 or via email at ask@myavista.com.
For outage, billing, and budget alerts, you may also text HELP to AVISTA (284-782) to receive a list of commands you can use.
For Peak Time Rebate Pilot Program, you may also text HELP to AVISTA ALERTS (75401) to receive a list of commands you can use.
2. Voice Alerts to Mobile Numbers:
When you Opt-In to the 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. Message and data rates may apply.
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 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:
Contact Avista Customer Service at (800) 227-9187 or via email at ask@myavista.com.
To Opt-Out:
Contact Avista Customer Service at (800) 227-9187 or via email at ask@myavista.com.
For Help or Support at any time:
Contact Avista Customer Service at (800) 227-9187 or via email at ask@myavista.com.
3. 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.
4. General Terms of Use:
Mobile Carriers: Carriers are not liable for delayed or undelivered messages. Avista currently provides text 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
- 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
- Facebook terms of service also apply to all activity in Facebook.
- YouTube Community Guidelines also apply to all activity in YouTube.
- Twitter Rules also apply to all activity in Twitter.
- Instagram Community Guidelines also apply to all activity on Instagram.
Code of Conduct
Confidential Hotline
Avista's confidential hotline provides an anonymous way to raise concerns of potential misconduct and is available for use by all parties, including our customers and the public:
Confidential Hotline
1-877-861-6690
https://avistacorp.ethicspoint.com
Our confidential hotline is available 24 hours a day, 365 days a year. All concerns are confidentially managed, whether reported anonymously or not. Concerns will be received by our third-party vendor who will document the concern, which in turn begins our investigation process.
To learn more about our commitments to conducting business with the highest level of integrity, please review our Code of Conduct.