CARE frequently asked questions

Are you currently enrolled?

Find the programs you're enrolled in and your total CARE savings on your PG&E bill:

How to keep saving with CARE

• Turn on alerts to keep your monthly energy usage below 400 percent of your Baseline Allowance. 
  • What is Baseline Allowance?
• Renew your enrollment every two years. Renew every four years if you are on a fixed income. 
  • We'll remind you when it's time to re-enroll.
• Take a Home Energy Checkup

 Note: We may ask for proof of your eligibility in the future. This is to maximize the discounts available through CARE. Learn more about post-enrollment verification.

The discount is applied for two years. If you are on a fixed income, the discount is applied for four years.

• About three months before the discount expires, PG&E sends a letter and an application. If you still qualify under the current program guidelines at that time, you can reapply.

Proof of income is not required during the application process. However, we may select you to provide income proof later.

The discount will appear on the next bill you receive.

Single-family households:

The phrase: "CARE Discount" appears on the first page of your bill. Find it under the heading, "Your Enrolled Programs." Access a  sample bill (PDF).

Sub-metered tenants:

1. We send letters to both tenants and landlords welcoming them to the CARE program.
2. The landlord is then responsible for passing the CARE discount through to the tenant.

 Note: The discount should appear on the energy statements that tenants receive from their landlords.

No. Each family must have a separate meter to receive the CARE discount.

We encourage you to reapply whenever your income situation changes. Proof of income is required if you reapply within 24 months of being denied CARE benefits.

 Note: The income guidelines change each year in June. 

No. You must be enrolled in the CARE program to receive the discount. Retroactive discounts do not apply if you are not enrolled in the CARE program.

1. Sign into your account.
2. Go to the My Account dashboard. 
3. Under "Payments," select "All payment tasks."
4. Select "Assistance programs."
5. Under "CARE/FERA," select "Enroll/Renew."

Still unable to complete the process?

It's possible you're attempting to recertify:

• Too early—more than 60 days before your CARE enrollment expires or
• Too late—after your enrollment expiration date

If you're within 60 days of your enrollment expiration, and still can't recertify online, call 1-800-660-6789 to resolve the issue.

Find more information on how to renew CARE online. 

It’s possible you’re attempting to recertify: 

• Too early—more than 60 days before your CARE enrollment expires or
• Too late—after your enrollment expiration date

If you’re within 60 days of your enrollment expiration, and still can’t recertify online, call 1-800-660-6789 to resolve the issue.

Find more information on how to renew CARE online. 

The CARE and FERA programs provide a monthly discount for income-qualified households. However, each program offers a different type of energy discount and has different eligibility guidelines:

CARE provides a monthly discount of 20% or more on gas and 35% or more on electricity (compared to non-CARE bundled customers). To qualify for the CARE discount, someone in your household must:

• Already participate in certain public assistance programs, or
• Meet the guidelines for total annual household income

FERA offers an 18 percent discount on electric rates. FERA does not offer a discount on gas rates. To qualify for the FERA discount, your household must meet the guidelines for total annual household income.

 Note: CARE and FERA share one application. If you do not qualify for CARE, we will check to see if you qualify for FERA.

Yes. CARE, FERA and Medical Baseline are state programs which provide a discounted rate for electricity to qualifying low-income households.

• These programs are administered to all customers by PG&E, including those who choose to receive service from a CCA.
• If you're enrolled in CARE/FERA/Medical Baseline and start service with a CCA, your account will remain enrolled in these programs. You'll continue to receive your full discount under your new provider.
• New enrollments and re-enrollments for CARE/FERA/Medical Baseline must be done through PG&E.
  

Your income eligibility is based on current earnings of all persons living in your household.

1. Add the total annual income for all people in your household.
2. Check the income range on the income guidelines table to see if you are eligible for CARE.

Only use current and expected income for the next 12 months.

• Your annual income calculation should not include income earned from prior employment.
  • If you and/or other members of your household have experienced job loss or decreased wages, you may now qualify.

UI or PUA payments

Are you receiving Unemployment Insurance (UI) benefits or Pandemic Unemployment Assistance (PUA) payments under the Federal CARES act at the time of application?

• Use your EDD award letter to calculate income based on how many weeks you are scheduled to receive payment.

Refer to the "Maximum Benefit Amount." At enrollment, this should be the maximum amount you would be scheduled to receive.

Customers enrolled in the CARE or FERA program will automatically receive a discount, reducing their effective Base Services Charge. The standard Base Services Charge is discounted to $6.00 per month for CARE customers and is discounted to $12.00 per month for FERA households.

CARE and FERA customers will continue to receive their electricity usage discount. This will be in addition to the already reduced kWh pricing.

View a list of PG&E's CARE Community Outreach Contactors (PDF).

If you are interested in becoming a contractor to help residential customers enroll in the CARE program, please follow these steps: 

1. Complete the CARE Community Outreach Contractor Intake form (PDF)
2. Email the completed form to PG&E at CAREandFERA@pge.com