As part of its commitment to help communities recover from the August wildfires in Northern California, Pacific Gas and Electric Company (PG&E) has outlined a series of billing and service modifications available to support customers in impacted areas.
Billing Support: As part of its comprehensive disaster billing and credit policy, PG&E will:
• Stop estimated energy usage for billing attributed to the time period when the home/unit was unoccupied as a result of the emergency;
• Discontinue billing for destroyed homes or businesses; and
• Prorate any monthly access charge or minimum charges.
Suspend Disconnections: For residential and small-business customers, disconnections for non-payment have been suspended, as well as associated fees.
Credit Support: PG&E is committed to providing customers gas and electric service regardless of their ability to pay during this difficult time. PG&E already does not charge residential and small-business customers deposits or reconnection fees.
Flexible Payment Plans: Once wildfire-impacted customers start receiving gas and electric service again, flexible payment plans are available.
Bill Assistance Programs
In addition, PG&E offers additional programs for customers who qualify to help save money on their PG&E bill:
• California Alternate Rates for Energy (CARE) Program: Qualified households can save 20 percent or more each month on their energy bill.
• Family Electric Rate Assistance (FERA) Program: Separate from CARE, income-qualified households with three or more people can apply for a monthly discount on their electric bill.
• Relief for Energy Assistance through Community Help (REACH): Provides income-qualified customers with financial assistance during times of hardship. Customers impacted by the wildfires are eligible for financial assistance. Certain limitations may apply.
• Medical Baseline: Residential customers who have additional energy needs due to certain qualifying medical conditions can receive a lower rate on monthly energy bills. There are no income qualifications. Visit www.pge.com/medicalbaseline for more information.
Dedicated Support Contact
For customers who chose to rebuild, they will be assigned a dedicated member of the PG&E Community Rebuild Team through the “Customer Connections” portal, who will provide the following:
• In-Person and Online Support: PG&E has dedicated service support for customers to initiate and track new and temporary electric service installation requests through www.pge.com/cco.
• Expediting Service Requests: Expediting move-in and move-out service requests. PG&E is also offering the ability to re-establish service under a prior rate schedule.
• No Temporary Service Fees: PG&E will waive fees for establishing temporary service for rebuilding purposes.
For more information, please visit pge.com/consumer-protections. PG&E is continuing to work across the company to review policies and procedures to ensure it is supporting and providing relief to customers who were impacted by wildfires.
PG&E’s customer service personnel are available any time of day through PG&E’s dedicated Building and Renovation line. Call 877-743-7782 and push #4 for wildfire victim support.