Urgent Alert

Customer protections

Financial support from PG&E

PG&E’s priority is the safety and well-being of the customers and communities we serve. This is why we offer financial assistance that includes billing, credit and income-qualified support.

Billing support


PG&E’s disaster billing policy will:

  • Stop estimated energy usage for billing when the home/unit becomes unoccupied due to an emergency
  • Discontinue billing for destroyed homes or businesses
  • Pro-rate any monthly access charge or minimum charges

Credit support


PG&E also provides a flexible credit policy to support you during disasters. It allows you to:

  • Create a flexible payment plan.
  • Suspend disconnection for non-payment and associated fees.
  • Waive deposit and late fee requirements for residential customers.

Income-qualified support


During a major disaster, we offer more support for those that qualify. The following programs are designed to help save money on customers’ bills.


California Alternate Rates for Energy (CARE)


We freeze all standard and high-usage reviews for the California Alternate Rates for Energy (CARE) program eligibility in impacted counties. CARE-qualified households can save 20% or more each month on their energy bill. During this time, PG&E:

  • Contacts all community outreach contractors in impacted counties.
    • This helps inform customers of eligibility changes.
  • Partners with emergency assistance programs for low-income customers.
    • This increases the assistance limit amount for the next 12 months for impacted customers.
  • Demonstrates how the energy-savings assistance program can assist impacted customers.


Energy Savings Assistance (ESA) program


PG&E proposes to modify the ESA program qualifications by allowing certain residential customers to self-certify. To qualify, you must:

  • Meet the income qualification requirements and live in the designated affected county
  • Meet one of the following:
    • Due to the disaster, you lost the documents you need to verify your income.
    • You have individuals displaced by the disaster who live in the household.


Relief for Energy Assistance through Community Help (REACH)


Qualified customers impacted by a natural disaster who enroll in REACH are eligible for up to $1,100 in financial assistance. Certain limitations may apply.


Medical Baseline Program


The Medical Baseline Program is an assistance program for residential customers who depend on power for certain medical needs. Learn more at pge.com/medicalbaseline.

More help during disasters


Expedited gas and electric service


If your temporary or new home doesn’t have gas and electric service, we will turn it on the next business day. Call 1-800-743-5000.


Interconnections with Net Energy Metering (NEM, NEM 2)


For impacted customers who are ready to reconnect under their previous rate plan, we will:

  • Waive the application fee for generators less than 1,000 kW.
  • Allow customers to stay on their previous NEM rate plan if their systems are no larger than the customer's electricity needs and their systems are no larger than 1,000 kW for NEM customers.

Submit your application in the PG&E Interconnection Portal.


Flexible payment plan options 


Once you start receiving gas and electric service again, we will set up flexible payment plan options. To set up your payment plan, call 1-800-743-5000.

Contact Us


To enroll in these programs, make payment arrangements or ask questions, call 1-800-743-5000.