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      "text": "Continue to Serve Customers during COVID – Ongoing incident command and business continuity planning to ensure customer & employee safety especially during winter heating season. NW Natural and NW Natural Water are considered essential and continue to operate and serve customers without interruption. Following CDC, OSHA, & state specific guidance. Office employees continue to work remotely\nRegulatory – All jurisdictions approved deferrals related to COVID costs. Term sheets have been approved in all jurisdictions and provide guidelines and timing related to resuming normal operations\nCustomers – In March 2020, we voluntarily and temporarily suspended disconnections and late fees and provided our annual bill credit in June 2020 totaling $17 million – a record amount. Term sheets outline timing of reinstating normal operating and collection processes as well as additional customer assistance. Continue to watch AR balances and commercial and industrial meter losses closely\nSupply Chain – No significant disruptions experienced or currently expected, contingency plans in place, continue to secure necessary PPE\nCapital Expenditures – Work continues without significant delays or meaningful impacts\nLiquidity – Repaid short-term financings issued during March 2020 that strengthened liquidity amid COVID crisis",
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