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PG&E Reminds Customers in Wildfire-Affected Areas about Customer Protection Programs, Billing Options and Rebuilding Support

Release Date: January 25, 2018
Contact: PG&E External Communications (415) 973-5930

SAN FRANCISCO, Calif.—From contributions to community organizations helping to drive recovery efforts, to direct assistance to those who lost their homes or businesses in the October 2017 Northern California Wildfires, Pacific Gas and Electric Company (PG&E) reminds its customers and neighbors in the North Bay of the numerous programs available to them including bill relief, payment assistance and customer protections, as well as in-person and online services to assist with new or temporary construction of electric service.

"Since the start of the devastating wildfires, our primary focus is – and continues to be – the safety and well-being of customers and communities that have been affected. We recognize the hardships you are currently facing and that your PG&E bill is one of the last things on your mind. To help ease your burden, we have established a variety of ways to help as you recover and rebuild," said Laurie Giammona, PG&E's Senior Vice President and Chief Customer Officer at PG&E.

The many actions PG&E has taken to support customers affected by the wildfires include:

  • Temporarily suspending bills for impacted customers as part of its billing and credit policy that temporarily stops bills during and after a disaster.
  • Offering deposit relief for customers who lost their homes by returning deposits on accounts, if applicable, and not charging a new deposit for up to one year. This policy will be in effect for customers directly impacted by these wildfires.
  • Protecting customers from collections action for one year, if the customer has a loss of property.
  • Providing customers with flexible, reasonable payment arrangements.
  • Extending additional support for its low-income customers.
  • Providing no-cost installation and removal of service extensions for temporary power to its customers who have lost a home or business.
  • Cutting down and hauling wood debris from eligible customers' properties in wildfire-impacted areas at no-cost. Customers who would like to opt into this program can call 1-800-743-5000 to schedule an inspection. The program closes on Feb. 28.
  • Setting up in-person and online services for customers to initiate and track new service installations, temporary construction electric service and other PG&E support through

Billing and Credit Support for Wildfire-Impacted Customers

PG&E has suspended bills since the start of the wildfires for customers who lost their home or business. For these customers, PG&E will bring their balance to zero for the PG&E energy charges associated with their lost locations.For customers who receive their energy from a third-party, we are working closely with their provider to address their energy charges and will continue to communicate with customers as more information becomes available.

For customers who lost their home or business and have established service at a temporary residence, their energy bills may be held for their temporary home because PG&E energy bills are tied to the customer, not the address. This helps to ensure no customer who has lost a home or business receives a bill for the property that was destroyed. PG&E is attempting to reach customers as it prepares to send bills for their temporary residence and will offer flexible payment plans to these customers who may receive a bill with several months of charges. Customers with questions are welcome to call PG&E at 1-800-743-5000.

PG&E is supporting customers directly impacted by the fires through the end of 2018 by providing gas and electric service, regardless of ability to pay. PG&E will expedite setting up new accounts and service, waive all costs of starting or stopping gas or electric service for customers at temporary residences and future permanent homes, including required security deposits, and setting up flexible payment plans.

Billing and Credit Collections in Wildfire-Impacted Areas

For more information, please visit and click on Billing for Affected Customers. PG&E is continuing to work across the company to review policies and procedures to ensure it is supporting and providing relief to its customers who were impacted by the 2017 Northern California wildfires. Customers can reach PG&E any time of day through its customer service helpline at 1-800-743-5000.

About PG&E
Pacific Gas and Electric Company, a subsidiary of PG&E Corporation (NYSE:PCG), is one of the largest combined natural gas and electric energy companies in the United States. Based in San Francisco, with more than 20,000 employees, the company delivers some of the nation's cleanest energy to nearly 16 million people in Northern and Central California. For more information, visit and


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