Frequently Asked Questions
- Why did Pacific Gas and Electric Company adopt eight service guarantees?
Service Guarantees were adopted as part of Pacific Gas and Electric Company's 1999 and 2003 General Rate Cases, which were approved by the California Public Utilities Commission. - Where does the money to pay customers for not meeting the service guarantees come from?
Pay outs for not meeting a service guarantee are funded by Pacific Gas and Electric Company's shareholders. - If I believe that I am owed a credit under the terms and conditions of the service guarantees, do I need to call Pacific Gas and Electric Company to receive the credit?
No, with very few exceptions, our system is set up to automatically identify circumstances where we did not meet any of the seven service guarantees and credit your account. Please see the terms and conditions of the service guarantees for more details. - How long will it take for a credit to appear on my bill?
Customer's who are due a credit should see the credit on their bill within approximately two months. - How will I be able to identify a service guarantee credit on my bill?
If you are due a service guarantee credit, we will first notify you with a letter. The credit will then appear as a credit "adjustment" on your future monthly bill. - What should I do if I do not receive my credit in two months?
Call our Customer Service Center at 1-800-743-5000 and we can look into why you did not receive the credit.
