Digital Communications Policy

PG&E uses customer-provided contact information to communicate with you about your utility services and programs, opportunities to save energy, and other aspects of your overall PG&E service. The Digital Communications Policy provides you with detailed information on how we plan to interact with you through voice, text messages, emails, and other forms of digital communications (e.g., materials regarding PG&E programs, services and regulatory proceedings).

For more information on how we protect and do not sell your personal information, please reference our Privacy Policy.

Text Alerts – Terms of Use

PG&E Text Alerts and Notifications, number varies per user.

By entering your mobile device number(s) and activating text alerts on your online account, through a PG&E customer service representative, or through any other PG&E program that provides for text alerts or notifications, (i) you acknowledge and represent to PG&E that you are the authorized user of the mobile device(s) that you link to the text alert service or have been granted permission by the authorized user of the mobile phone(s) to enroll the mobile device(s) in the service; (ii) you grant PG&E express permission to send text messages to that (those) mobile device(s) through your wireless carrier unless and until such permission is revoked in accordance with these terms and conditions; and (iii) by granting such permission you are requesting to receive such messages even if your number may be on the federal, or a state's, Do Not Call list and you agree that such text messages shall not be in violation of such do not call list(s). Mobile devices are defined as small, handheld computing or communications devices, typically having a display screen with touch input and/or a miniature keyboard. Mobile devices include but are not limited to mobile cell phones, smart phones, tablets, and/or other such devices.

Activate Text Alerts: To activate text alerts, log into your online account or the relevant PG&E program account or website, then go to Profile & Alerts. Enter your mobile device number under the “Edit Contact Information” section, or when you select your “Alert Method” under your Alerts section. Follow the instructions to verify your mobile device within 24 hours to enable text alerts. The first time you enroll your mobile device, PG&E will send you a verification text message to your mobile device with instructions.

Stop Text Alerts: Cancel text alerts at any time by either (i) disabling the alerts from the Profile & Alerts page in your online account or the relevant PG&E program account or website, or (ii) by replying "STOP" to the alert from your mobile phone. Replying "STOP" to an alert will disable the alert for that particular program only. If you wish to stop other texting communications from PG&E under other programs, you must comply with the cancellation procedures applicable to that particular program. You agree that your prior express consent to receive text alerts continues indefinitely unless you cancel your prior express consent using one of the methods described in the prior sentences. Using other methods (e.g., a letter sent to a PG&E facility address, an email sent to a PG&E email address, a conversation with or a voicemail message left with a PG&E employee, etc.) to withdraw your prior express consent shall be ineffective and you hereby release PG&E from any liability. PG&E reserves the right to send you certain free-to-end-user text messages including but not limited to, emergency and safety notifications, important disclosures about your account, credit collections messages, service interruption notifications, CPUC and/or regulatory mandated notices, and/or other required communications that you will not have the option to opt-out from.

Get Help or Support: For help, reply "HELP" to the text alert at any time.

Pricing: PG&E does not charge a fee for text alerts. Check with your wireless carrier for your plan details. Should you change carriers, it is your responsibility to check with your new wireless carrier for plan details. Message and data rates may apply.

Carriers Supported List: Alltel AWCC, AT&T, Boost Mobile, Cellular One, MetroPCS, Sprint, T-Mobile®, U.S. Cellular®, Verizon Wireless, and Virgin Mobile USA.

Email Communications – Terms of Use

Implied Consent: By providing your email address(es) when you sign-up for an online account, with a PG&E customer service representative, or any other PG&E program or service that provides for email communications, you are authorizing PG&E to contact you via email as a primary form of contact method when available, unless you select an alternative preference as indicated in your Profile & Alerts page in your online account, to the PG&E customer service representative, or in the relevant PG&E program account or website. PG&E may send service-related e-mail messages and other information regarding new and/or existing PG&E programs and services, including messages and information pertinent to your service such as new rate schedules or options, billing information, ways to save energy, safety tips, and/or other informational emails to you. For example, PG&E may send an email to facilitate, complete, or confirm a transaction that you previously have requested, such as a service appointment, or to provide information on the rate plans or energy programs for which you may be eligible. Similarly, if you provide your email address(es) to PG&E through a PG&E program account or website, such as by signing-up for an energy efficiency rebate program or energy audit, PG&E may send service-related messages and other relevant information regarding existing programs to you, unless you select an alternative preference when you sign-up or otherwise "unsubscribe" from the email as described below.

PG&E Email Messages and number of communications varies per user.

By entering your email address(es), (i) you acknowledge and represent to PG&E that you are the authorized user of the email address(es) that you link to the email service; (ii) you grant PG&E express permission to send emails to that (those) email address(es) until such permission is revoked in accordance with these terms and conditions; and (iii) by granting such permission you are hereby requesting to receive such messages in spite of the fact that your email address(es) may be on the federal, or a state's, Do Not Contact list and you agree that such email messages shall not be in violation of such Do Not Contact list(s). PG&E provides the following three components in non-transactional emails that communicate information on PG&E services or programs other than the services or programs you are currently receiving:

  • Message Identification: Email will be clearly marked as from PG&E and/or Pacific Gas & Electric Company
  • Opt-Out Mechanism: Email will have opt-out unsubscribe link at the bottom of each email
  • Sender Identification: Email will include a valid physical address

All other emails, such as those that inform you about a service request or transaction you have authorized, or respond to a question you have about your account or bill or rate plan, will be clearly marked as from PG&E and/or Pacific Gas and Electric Company, and will identify the sender.

Activate Email Communications: To activate most email communications in your online account or the relevant PG&E program account or website, log into the online account or relevant PG&E program account or website, then go to Profile & Alerts. Follow the instructions to verify your email address(es) to enable email messages.

Opt-out of Email Communications: You can cancel most email communications in your online account or the relevant PG&E program account or website at any time by either (i) disabling the communication from the Profile & Alerts page in your online account or the relevant PG&E program account or website, or (ii) by clicking the Unsubscribe Opt-Out Link at the bottom of your email message. Please note that it may take up to 10 days for your Unsubscribe request to take effect, and we appreciate your patience during this time period should you receive one or two additional emails. Changing your Profile or unsubscribing to an email message will disable the email message(s) for that particular program or promotion only. If you wish to terminate other email communications under other programs or services, you must follow the procedures for that particular program or service. You can also cancel email communications by speaking directly with a PG&E customer service representative. You agree that your prior express consent to receive email messages continues indefinitely unless you cancel your prior express consent using one of the methods described above. Using other methods (e.g., a letter sent to a PG&E facility address, an email sent to a PG&E email address, a conversation with or a voicemail message left with a PG&E employee, etc.) to withdraw your prior express consent shall be ineffective and you hereby release PG&E from any liability. To cancel other email communications from PG&E, such as for an energy efficiency or renewable energy program, or an optional rate schedule or service, follow the directions in the relevant PG&E program form or application, or contact a PG&E Customer Service Representative.

PG&E reserves the right to send you required emails, including but not limited to, emergency and safety notifications, important disclosures about your account, credit collections emails, service interruption notifications, CPUC and/or regulatory mandated notices, and/or other required communications that you will not have the option to opt-out from.

Get Help or Support: To get help or answers to your questions, visit pge.com/alertfaqs, or email us at myalerts@pge.com.

Pricing: PG&E does not charge a fee for email alerts or communications. Check with your wireless carrier for your plan details if you receive emails onto your mobile device. Should you change carriers, it is your responsibility to check with your new wireless carrier for plan details. Message and data rates may apply.

Message Frequency: Message frequency depends on the type of text or email alerts or notifications or other email or digital communications you choose to receive and conditions related to your utility service.

Changes in Terms: PG&E reserves the right to change these terms or cancel text or email alerts or notifications or other email or digital communications at any time. Changes in terms may include, but are not limited to, mobile verification procedures, methods of updating alert preferences, frequency of communications, and/or carrier supported lists. Please check these Terms and Conditions on a regular basis for changes. Your continued use and acceptance of text or email alerts or notifications or other email or digital communications after Terms and Conditions changes are posted will mean that you accept the terms as modified.

No Warranties: PG&E makes no representations or warranties whatsoever regarding text or email alerts or notifications or other email or digital communications. PG&E hereby disclaims all warranties, including any implied representations or warranties of merchantability or fitness for a particular purpose.

Limitation of Liability: To the maximum extent permitted by applicable law you agree that PG&E shall not be liable for any direct, indirect, consequential, special, incidental, punitive, or any other damages, even if PG&E has been advised of the possibility of such damage or loss, arising or resulting from or in any way relating to your use of text or email alerts or notifications or other email or digital communications. PG&E 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 circumstances out of PG&E’s control.

Governing Law: These terms shall be construed in accordance with the laws of the State of California, and any arbitration or judicial proceedings to enforce or interpret the terms hereof may be brought only in the State of California.

Online Terms and Conditions Incorporated Herein: You agree that for all matters not explicitly addressed herein, including general terms applicable to both text and email alerts and notifications and other email and digital communications, PG&E’s Online Terms and Conditions shall apply and are hereby incorporated by reference. In addition, you reaffirm your agreement to those Online Terms and Conditions.

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