- When can I submit my tenant billing information and have PG&E calculate my tenant bills?
You can enroll in this service starting November 1, 2007. Later, you will have to submit meter reads for your tenant billing periods that begin on or after November 1 and end no more than 33 days later. After this startup period, you can submit starting and ending meter reads at anytime as long as your tenant billing period does not exceed 33 days.
- What fees will PG&E charge me for this service, and how will I be invoiced?
The cost is $0.27 per tenant whether you need us to calculate a gas bill, an electric bill or both for the tenant. If you discover a mistake after you submit a request to calculate a bill, then you can correct the mistake and resubmit a new request at a cost of $0.27 for each tenant bill we need to recalculate. You will receive an invoice by mail for our services.
- How will you determine how much to bill my tenants?
The cost is $0.27 per tenant whether you need us to calculate a gas bill, an electric bill or both for the tenant. If you discover a mistake after you submit a request to calculate a bill, then you can correct the mistake and resubmit a new request at a cost of $0.27 for each tenant bill we need to recalculate. You will receive an invoice by mail for our services.
- How will you determine how much to bill my tenants?
During enrollment in the service, you will be required to provide specific data relating to the location of your mobile home park, such as your property's address, baseline territory and elevation. Then you will be required to input your tenant's specific information, such as if they are an all electric customers, any medical baseline or low-income discounts and their meter readings. From this information, we will calculate their bills using PG&E's E-1 or G-1 rate schedule.
- You request the elevation of my mobile home park during set up of my account. Why do you need this, and how can I obtain this value?
The heat content of gas depends on the pressure at which it is delivered. The absolute pressure at which the gas is delivered depends on the altitude at which it is supplied to your property. We will need the altitude of your property to correctly calculate your tenants' gas bill. You can determine your elevation from topographic maps, county records or deed to your property.
- What is the procedure for answering the question or resolving the dispute a tenant has concerning the bill?
First, the mobile home park owner is responsible for insuring that the data we were provided is accurate. This information includes, but is not limited to, meter reads, tenant end use designations, property elevation, baseline territory code and tenant medical or low-income discounts. The mobile home park owner is also responsible to confirm that their tenant metering is accurate. After those items are verified, PG&E is responsible for answering questions for the tenant concerning rates schedules and how the bill was calculated. If there is no resolution following this procedure, PG&E will inform the tenant that a complaint may be submitted to the Consumer Affairs Branch of the California Public Utilities Commission (CPUC).
- During enrollment or tenant set up, what if I have questions concerning entries into the form you have displayed?
Please call us at (916) 375-5094 between the hours of 7AM - 3PM, Monday through Friday, or send us an e-mail at
MHP@pge.com.
- After I submit a request to bill a tenant, how long will PG&E take to produce the tenant's bill and send it to me?
We are anticipating returning a tenant's bill to the owner in approximately 2 working days.
- On the enrollment form, you request an account number and a meter number. Is this for the mobile home park or is this for my home account?
The account number and meter number applies to the master meters at the mobile home park. If you have a master gas and a master electric meter on your premise, enter either the electric or gas account/meter number pair or the gas account/meter number pair. You can enroll for gas and electric billing at the same time.
- What if I need to bill tenants for periods more than 33 days?
You will have to request two bills (one for 0 to 33 days, one for 34 days to the end-read date).
- If the CPUC orders refunds to customers, how will this amount be determined and communicated to mobile home park owners?
PG&E will provide the mobile home park owners with instructions on how to allocate refunds or credits to their sub-metered tenants. Mobile home park owners subscribing to PG&E's Billing Services shall request and pay for PG&E to calculate applicable tenant refunds or credits resulting from CPUC orders. Tenant refund or credit calculations will need to be manually performed outside of PG&E's billing system. The cost of providing manual refund and credit calculations will be separately tracked and directly billed to the MHP owner selecting this additional service.
- Do I have to sign up for this service for a specified amount of time?
Yes, you are required to use this service for a minimum of 12 months.
- How can I update my login information?
Click on the "My Profile" link. You can update your name, password, security question and the Email address where tenant bills are sent. Updated information will be effective upon next login to the Mobile Home Park Bill Calculation Service. Note: This does not change your CSOL login information. If you need to change anything else, such as billing address where our service charges will be sent, you will need to completely re-enroll in the service.
- Is there a limit to how long I can work online with enrollment, entering tenants and tenant usage information before my session times out?
You have a total maximum of 2 hours to complete anything in your session after you login. If you are working on a large billing request after you complete your enrollment, you can continue to add tenants up to the 2-hour limit. If you are approaching the 2-hour limit and you are not finished with adding tenants, please log out, log back in and then resume your work.
You have 60 minutes to input meter reads before clicking "Submit Request". After 60 minutes, your session will time out, and could lose all the meter reads you have entered. You may submit a partial list and continue with entries. If you submit duplicate reads, you will receive two sets of bill calculations but will not have lost any data.
If you are submitting meter reads as you approach the 2-hour limit, please submit what you have entered so far, log out, log back in, and continue entering meter reads.
