PUD 3 Response to COVID-19

PUD 3 Response to COVID-19

Although our offices will remain closed for the foreseeable future, we are still here to meet your needs.

Why are PUD 3 Offices Closed?

Maintaining our life-sustaining power and essential fiber services is a top priority that requires the health and safety of highly trained workers. We closely monitor the threat of COVID to these employees. One of the most effective precautions is closing our offices to public access and having employees in support roles work from home. This action has helped us prevent widespread COVID infections among our employees, allowing them to remain on the job, which reduces the risk of prolonged outages of power or fiber.

Every week, we calculate our threat level using information such as the number of current COVID cases in Mason County, COVID deaths in the county, spread rate, and the number of our employees who have COVID or an exposure to COVID.

Once we consider the threat to our employees and customers has passed, we will reopen our offices to the public.

We are very grateful for the patience our customers have shown us during this pandemic. Although our offices are closed, PUD 3 customers can make appointments to meet with a Customer Service Representative or a member of our Engineering staff in PUD facilities. If you would like to speak with a PUD representative face-to-face, contact our offices at 360-426-8255 to schedule an appointment.

Our phone lines are open Monday - Friday during normal business hours

You can call a Customer Service Representative at (360) 426-8255 for account, billing, or service needs. For any non-urgent issues, please consider emailing us at hello@masonpud3.org.

Customers can do business with us online and by phone:

  • Use PUD 3’s SmartHub app or my.pud3.org to contact the PUD, report an outage, pay bills, or manage accounts.
  • Pay your bill using the buttons on your phone by dialing 1-844-255-3683.
  • Use the PUD’s convenient bill drop boxes at the Johns Prairie Operations Center, Downtown Shelton Payment Center, and Belfair Payment Center.
  • Pay bills at one of our self-serve payment kiosks located at the downtown Shelton payment center at 310 West Cota Street, and at the Belfair Warehouse located at 21341 E State Route 3. The kiosk accepts cash payments and is open 24/7.


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Customers can now make appointments to meet with PUD 3 employees.

While our offices remain closed to the public for the time being, PUD 3 customers can make appointments to meet with a Customer Service Representative or a member of our Engineering staff in PUD facilities. If you would like to speak with a PUD representative face-to-face, contact our offices at 360-426-8255 to schedule an appointment.

COVID-19 Customer Support Program:

Mason PUD 3 has developed this COVID-19 Customer Support Program consistent with guidance under Governor Inslee’s Proclamation 20-23.6. The program includes existing customer support programs that help customers stay connected to essential electrical and telecommunications services. The Customer Support Program was reviewed in a public meeting with Mason PUD 3’s board of commissioners on July 28, 2020. Customers have been notified of the new program and it is prominently posted on the PUD’s website.

Mason PUD 3 recognizes the principles as outlined in Proclamation 20-23.6 and has adopted the following program:

  1. Mason PUD 3 customers will maintain access to essential services during the state’s recovery from the COVID-19 pandemic. Mason PUD 3 has taken active steps to review current customer assistance programs to address the needs of customers going forward, especially low-income and vulnerable individuals and households.
  • For those economically impacted by the COVID-19 Pandemic, Mason PUD has suspended disconnections for non-payment and waived late fees, on active accounts until July 31, 2021 to correspond with the Governor’s extended Proclamation, at which time the Manager may re-evaluate this timeline and modify the plan. This does not relieve customers from the obligation to pay for utility services.

  • The PUD has evaluated its assistance programs and will continue to offer and promote low-income senior and low-income disabled discounts.
  • The PUD is using all its resources to promote and improve access to energy assistance through the Community Action Council (CAC) as well as other help agencies.
  • The PUD has increased promotions seeking donations for the customer-funded Project Share Program to assist low-income customers with their electric bills.
  1. Mason PUD 3 will offer long-term payment arrangements to all customers economically impacted by COVID-19 and with arrearage balances. Payment plans will be tailored to address individual customer needs, with longer term payment plans advised for customers with high arrearage balances.
  • Customers with arrearages are encouraged to contact the PUD for help coordinating assistance programs.
  • The PUD is also making efforts to contact these customers directly by phone, email, door tags or premise visits, if necessary, to coordinate payment arrangements/plans and connect customers with assistance.
  • The PUD will work with each customer to provide a long-term payment plan (six to eighteen months or longer if appropriate) considering each customer’s unique circumstances.
  • Customers may qualify for the PUD’s PrePay program for such payment plans, avoiding future late fees and possible deposit requirements.
  1. The PUD’s outreach and communication plan to provide information to customers about options for bill payment assistance and payment plans includes:
  • Mason PUD 3 has a dedicated COVID-19 page on its website which includes information in English and Spanish.
  • The PUD has proactively reached out to customers via phone and email regarding available assistance and payment arrangements/plans.
  • The PUD has also Included the notification regarding the PUD’s “COVID-19 Customer Support Program” as a billing message and in a billing insert/newsletter.
  • Mason PUD 3 has used social media, newspaper advertising, and other communication methods to inform customers of available assistance.
  • The PUD’s contact information will be provided on all customer bills and notifications related to COVID-19 assistance.
  1. Mason PUD 3 is working with state and local agencies to help identify customers experiencing economic hardship as a direct result of the COVID-19 pandemic, and help those customers gain access to bill assistance.
  • Mason PUD 3 is working closely with community partners such United Way, Community Action Council, and others to help connect customers with bill assistance.
  • In addition to contacting customers on its past due listing, the PUD is also reaching out to all customers through billing messages, billing insert, social media, website, and other communication methods in an effort to reach all customers in need.
  • The PUD is attempting to include its marketing for assistance programs in English and Spanish to align with its customer demographics.
  1. All customers with arrearage balances are being notified of bill assistance funds available through the PUD.
  • The PUD is continuously monitoring its 30-60-90 day past due accounts and attempting to make personal contact with customers, informing them of available energy assistance.
  • The PUD is utilizing its marketing efforts through billing messages, billing inserts, social media, website, etc. to inform customers of available assistance.


As a community-owned utility, we have taken immediate steps to help customers during the COVID-19 emergency. We are working to connect customers to assistance. 
We are working closely with agencies like the Community Action Council, Economic Development Council and other local agencies, which have expressed their strong desire to be a source of assistance and information. There are many new and existing avenues of help available. 
PUD 3 Customer Service is available to make flexible payment arrangements, and discuss billing options such as Budget Billing, Prepay, or our Low Income Senior Citizen Discount. 
Call (360) 426-8255  or email hello@masonpud3.org to speak with a customer service representative who can help connect you with the assistance that is right for you.

Community Action Council

Help for residential customers with their electric bill. 
  • Project Share
  • Energy Assistance
  • Low Income Disability Discount
Call (360) 426-9726, or visit their website by clicking here

Economic Development Council

Information for commercial customers on loans/grants. 
Call (360) 426-2276, or visit their website by clicking here.

Other Assistance

See other types of assistance available on this page or contact our office for help. 

If you are concerned about keeping your account current, we can help you figure out how to move forward. The best thing you can do is call us at (360) 426-8255 or email us at hello@masonpud3. org and talk about your options. We can set up payment arrangements and get you in contact with agencies that can help you with your bills. PUD 3 partners with Community Action Council for the issuance of our project share fund and Energy Assistance, they can be reached at (360) 426-9726 or find more information on their website.

Below are a few other partners that may be able to help during these times:

  • Salvation Army - Belfair Community Church (360) 275-6031 Leave message for return call
  • Salvation Army - Matlock, Belfair, Hoodsport (360) 426-3091 Food and Gasoline Vouchers
  • Veterans Assistance – (360) 426-4546
  • Faith in Action – (360) 275-0535 providing services to seniors for food and medical
  • SPIPA – (360) 426-3990 ask for Debbie
  • Love Inc - (360) 426-3091 - Leave a message for return call
  • A Gift for Special Children - (360) 427-7058 - Leave message for return call
  • Turning Point – (877) 923-1212
  • Shelton Mason County Chamber for Business Customers (only) connecting to CARES funding. 
  • Economic Development Council of Mason County
  • Olympic National Forest – Firewood Permit Information (360) 956-2402

1. The fake cure scam. Scammers are peddling bogus cures and vaccines. If you’re offered a drug or vaccine to fight coronavirus — especially by a company you’ve never heard of — you’re looking at a scam.

2. Phishing emails from the “World Health Organization” (WHO) and Internal Revenue Services (IRS). Scammers are sending out emails, texts and calls which appear to be from the WHO or the IRS, but are really an attempt to get you to share personal information.

3. Fake charities. Everyone wants to help those stricken by the virus, but be sure to check out the authenticity of a charity before making your donation.

4. Malicious websites. Scammers have set up websites full of information on COVID-19 with the intention of gaining access to your device. Don’t download any links or open attachments from non-reputable sources.

5. Fake funding scams. Criminals invent a “research team” supposedly on the verge of discovering a cure for COVID-19 — they just need your donation. Of course, all funds donated to this alleged team will go directly into the scammers’ pockets. Only donate to verified causes.

Tips from the Treasury Inspector General for Tax Administration (TIGTA)

  • The IRS is not going to contact you by telephone to ask you for your personal identification or financial information in order to provide you with an economic impact payment.
  • The IRS will never contact you and ask you to make any kind of payment using an iTunes card, gift card, prepaid debit card, money order, or wire transfer.
  • The IRS will never request personal or financial information by e-mail, text messages, letters, or any social media.
  • If you receive a call from someone claiming to be from the IRS asking for your personal identification or financial information in exchange for an economic impact payment, take the following action:
    • Hang up.
    • If you owe Federal taxes, or think you might owe taxes, call the IRS at 1-800-829-1040. IRS employees can help you with your payment questions.
    • If you do not owe taxes, report suspicious communications on TIGTA’s website at www.TIGTA.gov, and follow the prompts to report IRS-related coronavirus scams.

Inspector General George encourages taxpayers to be alert to phone and e-mail scams that use the IRS name and logo. Forward suspected scam e-mails to phishing@irs.gov. Do not open any attachments or click on any links in those e-mails. Also, be aware of other unrelated scams (such as saying you are a lottery or sweepstakes winner) and solicitations (such as debt relief offers) that fraudulently claim to be from the IRS.


Yes. You will continue to receive a bill as normal for electricity consumption at your home or business. If you have questions about your bill or energy use, do not hesitate to call us. Good communication is important, especially during this time.

  • Use our SmartHub app or my.pud3.org
  • Use PUD's bill drop boxes at the Johns Prairie Operations Center, Shelton Payment Center, and Belfair Payment Center.
  • Use PUD's self-serve payment kiosks located at 310 W. Cota St. in downtown Shelton, and 21341 E. State Route 3 in Belfair. The kiosk accepts cash payments.
  • Use PUD's Automated Phone System by calling 1-844-255-3683

Visit one of our self-serve payment kiosks located at the downtown Shelton payment center at 310 West Cota Street, and at the Belfair Warehouse located at 21341 E State Route 3. Customers can pay their bill 24/7. The kiosks takes all forms of payments and are in English or Spanish. Customers can make payments with cash, check, credit, or credit/debit card. Payments are in real time and reflect on the account immediately.

Visit our energy conservation page for steps you can take to control your energy use.

Here are PUD 3’s Top Tips to conserve:

Heating and Cooling

Almost half of a home’s energy use goes to heating and air conditioning. With the “Stay Home – Stay Healthy” order, many of us are at home when we would typically be at work or elsewhere. That means several hours of additional heating or cooling. Here’s a tip to help: set your thermostat at 68 degrees. For every degree you turn down your thermostat (and leave it there), you save between 1 and 3 percent on your energy use.

Make sure your thermostat is accurate. Use an instant-read cooking thermometer to check. If possible, upgrade to a smart thermostat.  When combined with an electric heat pump or forced-air system, PUD 3 offers $100 rebates on smart thermostats.

Heat pumps are an efficient way to heat and cool your Pacific Northwest home. PUD 3 can help get you on your way with a new heat pump rebate, with amounts that range from $800 to $1,600. Contact PUD 3 to see if you qualify.

If you have a heat pump, check it regularly to make sure it is operating the way it should. For example, backup or emergency heating should only turn on when outside temperatures drop below 30 degrees. If the “Auxiliary” or “Emergency” heat comes on at any other time, call your trusted HVAC company as soon as possible to remedy the situation.

Regularly check and clean your filters!  Heating and cooling systems run more efficiently (meaning they use less energy) with clean filters. PUD 3 recommends cleaning them at least once a year. Clean filters can also help avoid a costly heat pump failure.

Water Heaters

Water heating is the second biggest user of electricity in your home. PUD 3 recommends a check of your water heater to make sure it is set at 120 degrees. It’s an easy task:


If you want to be even more of an energy hawk, you can turn off your water heater at the breaker when you are finished using hot water for the day. Just turn it back on one hour before you intend to use it again. The water in the tank will remain hot for 24 hours.

New, energy-efficient water heaters can help save even more. If you are in the market for a new water heater, call PUD 3 first. We offer rebates starting at $600 for electric heat pump water heaters!

Clothes and Dish Washing

Since clothes washing can really hog hot water, save energy by using the cold-water cycle. Cold water cycles and the right laundry soap usually do a great job removing stains, from grass on your kids’ jeans to makeup on your favorite sweater. Same for your silks and delicates, they love to take a bath in cold water.

Don’t waste energy by only running partial loads of laundry, or just a few dishes in the dishwasher. Washing full loads are much more efficient.

If you are spring cleaning and washing bulky items, hang them in the sun to dry. Your regular dryer uses much more energy and doesn’t add that fresh outdoor fragrance.

Save energy by upgrading to a qualifying EnergyStar washer with a $30 PUD 3 rebate, or $50 rebates for an eligible EnergyStar dryer. Before buying a washer or dryer, please contact PUD 3 to make sure your unit qualifies.


You may be doing a lot more home cooking these days, especially since many of our favorite restaurants are closed.

If this describes you, consider cooking without your oven.

First on the list is using the barbecue during nice weather. Charcoal or propane replaces electricity, and that’s a bonus.

Pressure cookers like Instant Pot are all the rage now and with good reason. For example, cooking a pot roast in the oven usually uses about six kilowatt-hours of energy. A pressure cooker does the job using only between one and two kilowatt-hours. That’s an energy savings of up to 70%!

Instead of the oven, also think about using small electric pans, toaster ovens, convection ovens, air fryers, or crockpots for typical meals. Those appliances all use less electricity.


Were you one of the lucky recipients of PUD 3’s FREE LED bulbs last year? Hopefully, they’re still not sitting in their box. If they are, break them out and convert as many of your old bulbs to LED as possible. The new bulbs use 85 percent less energy than the alternative, and that translates into a lot of saved kilowatt-hours! Even if you have lots of LED bulbs in your home, turn them off when they are not needed. Open the curtains and blinds. Let the natural light in!

Computing – Right Tool for the Job

Working and schooling from home mean more devices plugged in most of the day. There are some wise ways to control the energy used in your home classroom and office:

Don’t kill mosquitos with a sledgehammer. If you have a laptop, and it meets your computing needs, use it instead. A desktop computer with a monitor can use up to four times more energy than a laptop to operate.

  • EnergyStar certified computers, monitors, printers, modems, and routers operate more efficiently than standard models.
  • Set computers and monitors to “hibernate” after 15 minutes of inactivity.
  • Consider a smart power strip for your media center or computer area so you can turn off everything at once.

Monitor & Track Your Success!

When you add everything up, one of the most important things you can do is monitor your energy usage to see if your conservation efforts are working. And, if so, how much? Use Mason PUD 3’s SmartHub app to check hourly energy use for your individual account. You can also see how much electricity you are using by logging into your account at my.pud3.org. If you have any questions, our friendly customer service staff at 360-426-0777 is ready, willing, and able to help you better understand your usage.

Call us at 360-426-8255. We still have customer service reps available during normal business hours (Monday - Friday 8:00 a.m. – 5:00 p.m.) and emergency operators after hours if you need to report an outage. We apologize if our hold times are increased. Because we are committed to you and want to make sure we answer your questions - you can also contact us through the “Question? Power Outage?” button at the top of your SmartHub home screen or email us at web@masonpud3.org for general questions or hello@masonpud3.org for questions about your account.

Visit our Moving In/Moving Out page to get information on how to sign up for service online. You can contact our offices at (360) 426-8255, we still have customer service reps available during normal business hours (Monday - Friday 8:00 a.m. – 5:00 p.m.). Because we are committed to you and want to make sure we answer your questions - you can also contact us through the “Question?” button at the top of your SmartHub home screen or email us at hello@masonpud3.org.

Call us at 360-426-0888. We still have engineering staff available during normal business hours (Monday - Friday 8:00 a.m. – 5:00 p.m.). Because we are committed to you and want to make sure we answer your questions - you can also contact us through the “Question? Power Outage?” button at the top of your SmartHub home screen or email us at web@masonpud3.org.

You can either round up your bill or donate to Project Share. If you round up your bill to the nearest dollar each month through the PUD’s “Round-Up” program, your extra change can help a family in need keep the heat on during this pandemic or anytime they need help. Project Share is an assistance program started in 1983 to assist low-income customers, as certified by Community Action Council, with their electric bills. Find out more here.

Electrical utilities and telecommunications providers are critical infrastructure industries. We will continue to provide the crucial services our community needs during this pandemic.

We are focused on maintaining a healthy workforce and keeping key personnel - such as line workers and customer service representatives - available so we can continue to provide the reliable service our customers expect.

PUD 3 employees are, as always, on-call for outages and other power-related emergencies. 

PUD 3 linemen are, as always, on-call for outages and other power-related emergencies.

Report outages as usual by using PUD 3’s SmartHub App, going to my.pud3.org, or by calling (360) 426-8255. Don’t call 911 for power outages unless there is a fire, injury or immediate danger.

Remember, it is always good to be ready for possible power outages. Put together an emergency kit. Visit the Red Cross website to learn how to prepare for an emergency, stay safe and comfortable.

We are practicing social distancing at our offices and while working in the field. 

If you see our crews working in your neighborhood, smile and wave, but please stay away from the work zone. For other interactions with PUD 3 employees, observe the six-foot social distancing recommendation to keep everyone healthy.

Scientists agree that the main means by which the COVID-19 virus jumps from an infected person to its next host is by hitching a ride in the tiny droplets that are sprayed into the air with each cough or sneeze. However, we understand that people may have concerns about catching the coronavirus from the mail and parcels the mail carriers deliver. While the risk is low, you may still want to sign up for paperless billing and reduce the risk and help unburden the mail system.  

It's as easy as 1-2-3!

Here's how:

  1. Login to your PUD 3 SmartHub App.
  2. Select the 'Settings' icon.
  3. Choose 'Paperless Bill Settings' and switch your paperless setting to 'ON'...You’re all set and Paperless!

The situation evolves rapidly and may continue to require rapid decision making form PUD leadership. We are committed to keeping our customers informed on what we know and impacts that may affect you. Please check our website, Facebook and Instagram for more information. 

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