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PG&E Continues Response and Restoration Efforts in Butte County; Provides Bill Relief, 24-Hour Help for Customers Impacted by Camp Fire

Release Date: November 26, 2018
Contact: PG&E External Communications (415) 973-5930

SAN FRANCISCO, Calif. — As its gas and electric crews continue with restoration work in areas impacted by the Camp Fire in Butte County, Pacific Gas and Electric Company (PG&E) also has been directly assisting impacted customers and communities.

That support includes numerous programs for those who lost their homes or businesses such as 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.

The company will continue to restore services where and when it can in the fire-impacted areas and is looking ahead toward supporting the community with its rebuilding effort. More than 2,000 PG&E employees and contractors are working onsite to facilitate emergency response, restoration and customer service.

"Our hearts continue to be with all of our customers who have been impacted by this devasting wildfire. Our primary focus 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 we want to provide solutions and programs to help our customers through these difficult times," said Laurie Giammona, PG&E's Senior Vice President and Chief Customer Officer.

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

  • Zero Balances: Making the necessary account adjustments to ensure the final balance for any destroyed premise (home or business) is zero. This includes any previous and current charges. Any customer payments made after Nov. 8 related to a red-tagged premise will be refunded.
  • No Deposits: 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.
  • No Reconnection Fees: Waiving reconnection fees & return check fees.
  • No Security Deposits: Waiving security deposits.
  • Expediting Service Requests: Expediting move-in and move out service requests.
  • Offering the ability to re-establish service under a prior rate schedule.
  • No Temporary Service Fees: Waiving fees for temporary service.
  • 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 low-income customers.
  • 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

Customers with questions are welcome to call PG&E at 1-800-743-5000, 24 hours a day, 7 days a week. They can also find answers online at

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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