Urgent Alert

Wildfire recovery support

Helping our customers recover from wildfires

emergency alert icon  If you smell natural gas or suspect an emergency, leave the area now and call 9-1-1. 

emergency alert icon  If you see downed powerlines, stay away. Don’t exit your car or home. Call 9-1-1. Then call PG&E at 1-877-660-6789.

 

24-hour Customer Service Line: 1-877-660-6789

24-hour Power Outage Information Line: 1-800-PGE-5002 (1-800-743-5002)

Restore gas and electric service after a wildfire

 

 

Restoring electric power

Once PG&E crews have received permission from first responders to enter an area, they begin the assess, repair and restoration process.

 

  • When safe, the first step is damage assessment. Typically, this occurs in 12 to 24 hours.
  • PG&E workers will be onsite to make the area safe to receive electric service by working to repair PG&E facilities (poles, towers and conductor).
  • Based on the time required to make any needed repairs, an estimated time of restoration is established and communicated to the customer.
  • If a home or business has sustained too much damage to safely restore service, repairs will need to be completed by the customer before service is restored.

 

Restoring gas service

Once PG&E crews have received permission from first responders to enter an area, they begin assessments of gas infrastructure.

 

  • Assessments may begin immediately and are typically completed within 24 hours.
  • The pipeline system must be purged to remove any air before natural gas is resupplied to the line and then safely delivered to homes or businesses.
  • The purging process requires a site visit by a gas technician to access the gas meter.
  • PG&E workers must then visit every home or business a second time to turn the meter on, conduct safety checks and relight pilot lights for safe operation. Customers for each location must be present for this to occur.
  • Local law enforcement determines when areas may be repopulated.
  • If you return to your property and do not have gas service, call PG&E at 1-800-743-5000. We will work to relight your service as quickly as possible.

Learn about gas safety

 

Ask for PG&E identification

Our employees and contractors carry PG&E identification and are always willing to show it to you.

Ask to see valid identification before allowing anyone claiming to be a PG&E representative inside your home.

If a person claiming to be a PG&E employee has identification and you still feel uncomfortable, call PG&E's customer service line at 1-800-743-5000 to verify PG&E's presence in your community.

Financial relief

Get information on support options available to you.

Returning home safely

Find electricity and gas safety tips to protect your family and your home.

Heating homes without gas service

If your home uses gas heating but you're currently without service, review our safety tips about using alternative heating.

Do you need help rebuilding your home or business after a wildfire?

Our Building and Renovation Services Department works directly with customers impacted by wildfires. It’s important to contact PG&E as early as possible if you need help with repairing or rebuilding your home or business.

 

Temporary rebuilding power and subsequent permanent power

Call 1-877-743-7782 or submit an application through "Your Projects" to begin the process.

 

Applying for power is a multi-step process that takes time. The following documents outline the responsibilities of both PG&E and the customer.

 

Natural disaster rebuilding brochure (PDF)

Summary of the application process for temporary & permanent power (PDF)

Service guide (PDF)

Learn about PG&E's building and renovation services

Protect your family and your home

 

We encourage you to stay connected with your county Offices of Emergency Services and follow the directions of your local first responders. Once First Responders allow you to return home, take these steps to protect your family and your home.

 

Electric safety tips

  • Check for damaged household electrical wiring and turn off the power at the main electric switch if you suspect any damage. Consult with an electrician.
  • Unplug or turn off all electric appliances to avoid overloading circuits and fire hazards when power is restored. Simply leave a single lamp on to alert you when power returns. Turn your appliances back on one at a time when conditions return to normal.
  • If you see downed power lines near your home, treat them as if they are "live" or energized. Keep yourself and others away from them. Call 911, then notify PG&E at 1-800-743-5000.
  • Use only battery-operated flashlights to provide light during outages.
  • Standard wax candles are not recommended. LED candles are a safe alternative.
  • Customers with generators should make sure they are properly installed by a licensed electrician. Improperly installed generators pose a significant danger to our crews, and to you and your family.
  • If you are asked to evacuate, shut off your gas and electricity to prevent any further damage.

 

Gas safety tips

  • If you or someone else shut off the gas during the evacuation, DO NOT turn it back on. Contact PG&E or another qualified professional to perform a safety inspection before the gas service is restored and the gas appliance pilots are re-lit.
  • If you smell the distinctive "rotten egg" odor of natural gas in or around your home or business you should immediately call 911 and then PG&E at 1-800-743-5000.

 

Gas restoration

  • In order to restore gas service, gas crews must conduct a thorough assessment of damaged infrastructure and on-site inspections at each customer home and business. This process must occur before service can be restored and relights conducted. PG&E will be bringing in additional crews to restore gas service.
  • It is helpful if customers are available to allow PG&E crews access to their properties in order to inspect equipment and restore service.
  • If contact is not made during our initial door to door effort to relight pilot lights, we will leave a contact card so that customers may call us. Customers returning to their homes that wish to have service restored should call 1-800-743-5000.
  • PG&E employees always carry their identification and are always willing to show it to you. Customers should always ask to see valid identification before allowing anyone claiming to be a PG&E representative inside their home. If a person claiming to be a PG&E employee has identification and you still feel uncomfortable, call PG&E’s customer service line at 1-800-743-5000 to verify PG&E's presence in the community.

 

Heating homes without gas service

  • Place space heaters on level, hard, nonflammable surfaces. Do not place on rugs or carpets.
  • Don't put objects on space heaters or use them to dry clothes or shoes.
  • Turn off space heaters when leaving the room or going to sleep.
  • Keep all flammable materials at least three feet away from heating sources and supervise children when a space heater or fireplace is being used.
  • Never use cooking devices such as ovens or stoves for home heating purposes.
  • Install carbon monoxide detectors to warn you if concentration levels are high. As of 2011, all California single-family homes are required to have carbon monoxide detectors. Make sure they are installed near sleeping areas and replace the batteries at least twice a year.
  • When using the fireplace to stay warm, make sure the flue is open so that the byproducts of combustion can vent safely through the chimney.
  • Never use products inside the home that generate dangerous levels of carbon monoxide. Such products include generators, barbecues, propane heaters and charcoal.

After a wildfire, we work to restore power as quickly and safely as possible. As part of this process, we may need to cut down trees that pose a safety risk. Tree branches and limbs smaller than four inches in diameter are chipped and hauled away or cut into smaller pieces and spread on site. Wood that is larger than four inches in diameter remains in a safe position on site.

 

We understand that remaining wood can be difficult to manage. That’s why we offer to address the wood from our 2020 or 2021 wildfire response at no cost. This helps customers focus on recovering.

 

If requested and with the property owner’s permission, we will assess the wood on the property and may haul the wood off site. To receive this support, please submit a Wildfire Wood Management Permission Form.

Conducting this work takes time. Before addressing the wood onsite, we will notify the property owner. For an update on the status of your request, please call 1-800-687-5720 or email wildfirewoodmanagement@pge.com.

We are committed to completing this work as soon and safely as possible. Conducting this work takes time. Weather and other safety concerns may impact our schedule. We will coordinate directly with property owners about this work.

We are committed to reducing waste from these efforts. We legally dispose of the wood using methods that lower safety risks and reduce environmental impacts. We regularly use community-based facilities, which includes mills, firewood operations and local community chip/firewood donation sites.

We are offering to address the wood from the 2020 and 2021 wildfires. For questions about wood management for other vegetation programs, please call 1-800-743-5000.

Do you have wood on your property that was cut down by PG&E in response to a wildfire?

PG&E is assisting customers affected by the Carr or Camp Fire by waiving the fee for connecting temporary power. PG&E's Building and Renovation Services Department is the customers' point of contact for applying for power.

 

It is important to contact PG&E as early as possible if you plan to repair or rebuild. For temporary rebuilding power and for subsequent permanent power, call us at 1-877-743-7782 or submit an application to "Your Projects." Be sure to indicate on your application that your request for service is due to the Carr or Camp Fire.

 

Find information about building and renovations services. For assistance, please contact rebuild@pge.com.

 

Applying for power is a process that requires many steps taken by both the customer and PG&E. Review our Summary of Process to Apply for Temporary and Permanent Power.

Our hearts are with the communities impacted by the Camp Fire. The loss of life and property is staggering. We are supporting communities and local agencies as they work to recover.

 

On this page, find out about restoration efforts, credit and billing options, safety and other important information for those affected by the fire.

Camp Fire frequently asked questions

If I'm still living on my property after the fire, should I be receiving bills?
Yes. Homes or businesses that became unserviceable or destroyed in the Camp Fire had billing automatically discontinued, but all other homes and businesses should continue to receive bills. If you have questions about your account, call us at 1-800-743-5000.

Will I be charged late fees if I cannot pay my bill?
Financial stress is one of many concerns affecting Butte County residents impacted by the Camp Fire. We are here to help you and ease stress by taking care of financial concerns related to your utility service. Call us at 1-800-743-5000.

Will I lose my discounts (e.g., CARE, FERA discounts)?
If you are immediately moving your service to a new property you can have your CARE and FERA discounts transferred to the new address. If your account is stopped for more than 90 days, you may need to reapply at the new residence.

What is temporary power?
Temporary power is provided on a short-term basis where service will be for a limited duration. Customers must convert their temporary power to permanent power once their building project is complete.

How do I apply for temporary power?
Apply online at "Your Projects." You will be assigned a dedicated PG&E Service Planning Representative (SPR). Or, submit your application by calling us at 1-877-743-7782, Monday-Friday, 7 a.m. to 6 p.m. Make sure to mark your application as impacted by a major natural disaster so that it is routed to the Community Rebuild Team.

How do I apply for permanent power or gas?
A new application submission for permanent service will be required and is available online at "Your Projects" or by calling 1-877-743-7782. A dedicated Service Planning Representative (SRP) will contact you within 24 hours of receiving your application to assist with the temporary-to-permanent service request.

PG&E cannot restore permanent gas or electric services to damaged structures until they have been repaired or rebuilt, and the county or city building inspector or representative has approved PG&E to reestablish service.

What is the timing for establishing new service?
PG&E will offer expedited service to process your application and establish service. A dedicated Service Planning Representative (SPR) will contact you within 24 hours once your application is received if you mark your application as impacted by a major natural disaster. Apply online at "Your Projects" or by calling 1-877-743-7782.

How much does temporary power cost?
PG&E will waive the temporary service fees. However, you will be responsible for the cost to hire a contractor or licensed electrician to purchase and install, or self-install, your customer-owned temporary pole and panel. The County or Town may also charge permit fees.

Who is responsible for setting the pole for temporary power?
A licensed contractor, electrician or the PG&E customer. To learn more about our requirements and policies, visit the Greenbook Manual.

Can PG&E set a temporary service on a pole to serve my recreational vehicle or trailer and construction site while I rebuild?
Beyond the meter and main panel, your licensed electrician should be able to provide you with the necessary configuration to power both your recreation vehicle or trailer and construction site. Please note that a Town or County permit is required before PG&E is able to establish temporary power service, and the Town or County may have requirements for property owners before allowing a recreational vehicle or trailer to be located at the site.

What should I do before I begin rebuilding?
Before you begin the cleanup of your property and construction of a new building, keep in mind these important safety reminders:

  • Call before you dig: Be sure to call 811 at least two business days before you or a contractor start any digging project. This is a free service. PG&E and other utilities will come out and mark any underground utilities.
  • Be alert: Slow down in areas where roadway construction or tree work is taking place.

Also remember to apply for PG&E service as soon as you obtain a permit from the Town or County to avoid delays in service.

Is any financial support available for my new home?
PG&E is offering financial incentives to help customers build high-performance homes and businesses that use less energy. Customers participating in the Advanced Energy Rebuild initiative will receive incentives for adopting building practices now that will become required for all new construction in 2020. The intention of the initiative is to help customers build comfortable, efficient homes while reducing their future energy bills.

Advanced Energy Rebuild is available for customers who lost a building in a recent major wildfire, like the Carr or Camp fires. To be eligible for the program, a customer must pull a permit in 2019. Learn more at Advanced Energy Rebuild. You may also email rebuild@pge.com to ask questions or request to speak to an initiative staff member.

Why are energy efficiency incentives only available this year?
Customers participating in the Advanced Energy Rebuild initiative will receive incentives to adopt building practices now that will become required for all new construction in 2020. Funding for the program is from public service program surcharges on utility bills that are designed to increase conservation and energy efficiency in California. After the January 2020 change in California’s building code, the program no longer qualifies as an energy efficiency program eligible for public funds because the building improvements are no longer voluntary.

Are the AER incentives available for all-electric manufactured homes?
Funding for the Advanced Energy Rebuild (AER) program is from public service program surcharges on utility bills that are designed to increase conservation and energy efficiency in California. The incentives are based off energy modeling of homes that are regulated through the California Energy Commission under the Title 24 Building Code. Manufactured homes are regulated by the Federal government and are thus not eligible for this funding.

What do the P1, P2 and NC markings on trees mean?
PG&E crews are in the process or marking and cutting down trees that could potentially pose a hazard. A marking of "P1" indicates that the tree presents an immediate risk, either to nearby power lines or to the work area being used to repair lines. PG&E has cleared all P1 trees. A marking of "P2" indicates that the tree is damaged or diseased and could fall into nearby power lines, but does not pose an immediate risk. These trees will be addressed before the 2019 fire season. A marking of "NC" indicates that the tree will be removed to re-construct our facilities.

The markings on my tree aren’t green or yellow. Are you cutting these trees too?
PG&E is only using green or yellow markings on trees as part of this program. The marking may be from state and local government agencies that are also marking and cutting trees for safety reasons. To determine which agency marked your tree, please call CAL OES, Butte County or Town of Paradise.

When will my wood be removed?
We are committed to helping communities impacted by the Camp Fire by addressing potential safety hazards and assisting with rebuilding efforts. PG&E will clear all P2 trees by the beginning of fire season and clear all eligible wood debris by the end of May.

I believe you missed an eligible tree. Can you come and investigate?
If you have any questions related tree work or wood removal contact 1-800-743-5000 and a representative will contact you to discuss any questions you may have and will conduct a field visit if needed.

What about trees on my property that are not near PG&E facilities?
If you have any questions regarding the cleanup efforts, we suggest you call CAL OES at 1-530-399-0434, email them at debrisquestions@caloes.ca.gov, or visit a Town of Paradise Drop-In Open House. Visit Butte County Recovers for more information.

What should I do if I believe a PG&E contractor damaged my property while in the process of removing trees or wood debris?
If you feel you have sustained a loss for which you believe PG&E may be responsible, you may submit a claim. Learn about the claims policy and process.

PG&E's actions since the Camp Fire

  • The Town of Paradise and surrounding areas affected by the Camp Fire will be the largest rebuilding effort in our service area since the 1906 San Francisco earthquake.
  • We created a shareholder-funded $105 million Wildfire Assistance Fund intended to aid those displaced by the 2017 Northern California wildfires and the 2018 Camp Fire, specifically those who are either uninsured or need assistance with alternative living expenses or other urgent needs.
  • PG&E has also committed to undergrounding electric distribution lines in the Town of Paradise and some other areas in the Camp Fire footprint. 
  • To date, PG&E has invested more than $100M in the electric and gas rebuild in the Paradise region.
  • Within the Camp Fire footprint, PG&E's Butte County Rebuild has (all numbers are for 2019 and 2020):
    • Completed temporary overhead miles of power lines to date: 23
    • Completed underground miles of power lines to date: 7
    • Completed 30 miles of trenching to support the underground electric project
    • New underground gas and electric services for two mobile home parks complete for a total of: 59 spaces
    • Temporary power services complete: 1,018
    • Permanent power services complete to rebuilt homes and businesses: 350
    • Hazardous trees removed: 94,000
  • We have a dedicated Rebuild Team of more than 400 employees and an officer steering committee to help us navigate and adjust resources and needs to get the job done safely and efficiently, and we are actively assisting customers with their rebuild efforts by helping them through the service planning process as it is new for many customers.
  • We are offering enhanced incentives to customers who rebuild with energy efficiency measures, adopt solar or go all-electric. In January, PG&E's Advanced Energy Rebuild initiative program was extended into 2020 for customers who obtain building permits this year to replace a home lost in a recent major wildfire like the Carr or Camp fires. Customers can receive up to $12,500 in rebuild incentives by adopting energy-efficient construction practices in homes rebuilt after a wildfire – even if the home is built elsewhere in PG&E's service area.

PG&E has made significant safety improvements and is continuing to invest in infrastructure and technology to mitigate the risk of wildfire in its service territory:

Enhanced inspections

  • In 2019, completed enhanced and accelerated inspections of more than 700,000 transmission, distribution and substation assets of its electric infrastructure in high fire-threat areas
  • Repaired or made safe all of the highest-priority conditions found during inspections of its transmission, distribution and substation assets

Improving situational awareness

  • Weather stations – 630 deployed as of 3/5/2020, another 400 by 9/1/2020
  • Cameras – 146 high-definition cameras deployed, another 200 by the end of 2020
  • Satellite data –NOAA satellite data being added into PG&E’s detection and alert system
  • Wildfire Safety Operations Center – upgraded center operates 24/7 to monitor fire threats

Hardening electric system and improving readiness

  • 171 line miles hardened in 2019; targeting 241 line miles in 2020
  • Undergrounding – selected, strategic undergrounding of distribution where key lengths of line serving isolated communities pass through high fire risk areas   
  • Sectionalization – installed 298 sectionalizing devices in 2019; targeting 592 in 2020.
  • System automation – continue to enable Supervisory Control and Data Acquisition (SCADA) devices and reclosers to prevent reenergization after a fault; testing Rapid Earth Fault Current Limiter (REFCL) technology to automatically reclose electrical current in a downed wire

Conducting enhanced vegetation management (EVM)

  • 2,498 line miles cleared using enhanced procedures to meet important State standards on clearances; targeting 1,800 distribution line miles in 2020 (400 completed)
  • Transmission-level inspection and VM on 5,500 line-miles in high fire threat districts (HFTDs) every year, plus other areas as needed; Distribution-level VM every year for minimum 4’ radial clearance.
  • Right-of-way expansion, particularly for 60-70 kV transmission lines, should remove more lines from PSPS risk and improve aerial inspection ability for PSPS service restoration.
  • Distribution EVM occurring over next 10 year: removal of dead and diseased trees and more aggressive trimming (12’ radius at time of trim plus overhanging branches) as feasible.

Reducing impact of PSPS

  • Reducing scope / duration / frequency – targeting to have any 2020 PSPS events affect ~⅓ fewer customers than a comparable event would have in 2019
  • Improving restoration – additional helicopters; fixed-wing aircraft with infrared technology to allow for nighttime inspections; improving restoration goal by 50%, to 12 daylight hours
  • Community Resource Centers – activated 111 safe, energized locations for customers to receive basic resources and information in 2019; targeting 171 sites in 2020
  • Microgrids / Distributed Generation (DG) – at peak level, safely deployed approximately 41MW of backup power support to 26 critical sites across 12 counties, and safely sectionalized and energized over 4,800 customers using temporary distributed generation microgrids during 2019 PSPS events; for 2020 PSPS events, making ready dozens of substations to use temporary or existing local generation as needed during 2020 PSPS events to keep these areas energized even when the transmission sources to the substations have to be shut down. PG&E is also moving quickly to reserve additional mobile generators for use in the 2020 fire season for these substations, for other temporary microgrids, and as back-up generation for customers that are critical for societal continuity

  • PG&E has previously reached settlements with all wildfire victims' groups valued at approximately $25.5 billion, including:
    • A $1 billion settlement with cities, counties, and other public entities, of which over $500 million will go to Butte County entities;
    • An approximately $13.5 billion settlement resolving claims by individual victims relating to the 2015 Butte Fire, 2017 Northern California Wildfires (including the 2017 Tubbs Fire), and the 2018 Camp Fire; and
    • An $11 billion agreement with insurance companies and other entities that paid claims by individuals and businesses related to the wildfires.
  • PG&E has also reached agreements with the Federal Emergency Management Agency and California's Office of Emergency Services as well as other California State agencies to reduce those agencies' claims and maximize the amount of settlement funds for victims.
  • All settlements are subject to Bankruptcy Court approval and will be paid upon PG&E's emergence from Chapter 11.

  • PG&E's Plan of Reorganization does not raise customer rates and in fact returns over $900M in interest savings to customers. At the same time PG&E's Plan assumes all pension obligations, other employee obligations, and collective bargaining agreements with labor unions, and all power purchase agreements and community choice aggregation servicing agreements.
  • PG&E's Plan of Reorganization for emergence from Chapter 11 also includes significant commitments designed to enhance safety, reliability and accountability.
  • PG&E most recently revised its plan in January to add a number of significant changes, including:
    • New Boards of Directors of PG&E Corporation and Pacific Gas and Electric Company, with a number of current directors leaving after the company exits Chapter 11 and new directors joining so that the Boards will have the necessary expertise and skills to oversee the company post-emergence;
      • The Board will be selected with the assistance of independent search firms and use of a director skills matrix that focuses on the qualities the company will need as it emerges
    • Developing a plan to regionalize the company's operations and its infrastructure to enhance the company's focus on local communities and customers;
    • Further strengthening PG&E's corporate governance by appointing an independent safety advisor after the term of the court-appointed Federal Monitor expires;
    • Establishing a newly expanded role of Chief Risk Officer who will report directly to the PG&E Corporation CEO and have oversight of risks associated with PG&E's operations;
    • Establishing a newly expanded role of Chief Safety Officer who will report directly to the PG&E Corporation CEO and have oversight of PG&E's strategy to further improve public and workforce safety;
    • Forming an Independent Safety Oversight Committee (ISOC) with non-PG&E employees to provide independent review of the company's operations, including safety and regulatory compliance, safety leadership, and operational performance;
    • Committing to enhanced safety metrics and stricter regulatory oversight with escalating enforcement mechanisms; and
    • Reforming executive compensation to further tie it to safety performance.

  • PG&E's Plan is on track to be confirmed by the Bankruptcy Court in advance of the June 30, 2020 statutory deadline under AB 1054 for participation in California's go-forward wildfire fund.
  • The Plan remains subject to approval by the California Public Utilities Commission and the Bankruptcy Court.
  • The Commission recently held public hearings and is anticipated to issue its determination regarding the Plan's compliance with Assembly Bill 1054 in the coming months.
  • The Bankruptcy Court is scheduled to hold a confirmation hearing on PG&E's Plan on May 27, 2020, following a vote solicitation process for relevant parties that will take place in the coming weeks.
  • The Governor has indicated his support for the Plan.

Evidentiary hearing exhibits

Exhibits (Public) for Proceeding A.20-04-023 before the California Public Utilities Commission

important notice icon Note: Applicant has posted exhibits as provided without alteration.

More outages and safety resources

Community Resource Centers

Providing support to customers during a Public Safety Power Shutoff (PSPS).

Emergency planning

Keep yourself and your family safe by preparing for unexpected events.

Wildfire Wood Management

Contact us at 1-800-687-5720 or wildfirewoodmanagement@pge.com if you have any questions about this PG&E program.