PG&E Privacy Policy

Effective Date: July 1, 2022

Last Reviewed: June 22, 2022


Your privacy is a priority for PG&E and we take reasonable efforts to protect the information we hold about you. This Privacy Policy addresses information obtained from California consumers, PG&E customers, website visitors, and mobile application users and is intended to inform you about how PG&E treats personal information that we collect and use about you. This Privacy Policy covers Pacific Gas and Electric Company and its parent company, PG&E Corporation, and any other site or service that links to this Privacy Policy. As used herein, "PG&E" refers to Pacific Gas and Electric Company and/or PG&E Corporation.


PG&E provides our deaf, hard of hearing, and visually impaired customers, customers who have a speech disability and customers who seek support in other languages, with various accessibility services for those with disabilities. Customers with disabilities can access PG&E's Privacy Policy by contacting our Assistive Resources or calling our toll-free number at 1-800-743-5000.


For additional information specific to the privacy of your energy usage data, please see PG&E's Notice of Accessing, Collecting, Storing, Using and Disclosing Energy Usage Information, which supplements this policy.


Definitions


"Personal information" means any information that identifies, relates to, describes, is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular consumer or household. Personal information does not include publicly available information, de-identified or aggregated information, or information covered by certain federal and state laws governing health or financial information.


"You" means any California consumer, PG&E customer, website visitor, or mobile application user.


How we collect your personal information


We may have collected personal information about you from a variety of sources in the past 12 months:


  • From you: When you set up your account or interact with us regarding your account, for billing and payment, for when you start, receive, or discontinue energy services or products, to determine eligibility and your participation in utility programs, and when you otherwise interact with PG&E and/or its representatives. This may be collected by phone with a customer service representative, by mail, by text, by email, through our website at pge.com, or through vendors who provide or deliver services on our behalf.
  • From our utility meters and other equipment: When you use electricity and gas, Energy Usage Data is collected by our metering systems. For some applications, such as rate analysis, we link usage information with your personal information.
  • From third parties: We work with and receive personal information from third parties such as service providers, vendors, contractors, credit agencies, or market researchers who provide utility products and services on our behalf.
  • From your use of our website or mobile apps: We collect information about your visits and use of our website and mobile apps, including information through cookies and other logging technologies. See "Website and App Usage Data" below for more information.
  • From other sources: We may supplement the information described above with information we obtain from other sources, including from both online and offline data providers.

What personal information we collect


We have collected the following categories of personal information in the past 12 months:


  • Identifiers, such as your name, postal address, email address, account username, IP address, phone number, signature, or other similar unique identifiers. We use this information to provide you with our services and to otherwise communicate with you.
  • Sensitive Personal Information, such as your social security number, driver's license or government issued identification number, racial or ethnic origin. Some of this information may be considered protected classifications under California law. We use this information primarily for identity verification purposes and to provide you with our services. PG&E only uses your Sensitive Personal Information to deliver you services, perform certain, internal business functions, and as otherwise permitted under applicable law.
  • Payment information. We use this information to process payments for our services. We do not, however, collect or store payment card information.  Payment card purchases are processed through one of our service providers.
  • Commercial information, such as record of personal property, products or services obtained or considered, or other information related to purchasing or consumer histories. We use this information to better understand your use of our services and for our internal business purposes.
  • Geolocation information. We collect this information to provide you with our services and to better tailor our services to you depending on your geographical region.
  • Business contact information, including information relating to your role as a representative or agent of a company or business, such as your work title and contact information. We use this to conduct business with you and provide you with services and otherwise communicate with you.
  • Internet and other similar network activity information, such as your browsing history, search history, information about your interactions with our Website, App, or advertisements. Please see the section entitled "Website and App Usage Data" for more information, including how we use this information.

Website, Cookies and App Usage Data


When you visit and use our website or mobile app, we collect the following personal information and data:


  • Your visits to PG&E's website or mobile apps: we collect information about visits to our website and mobile applications, such as the number of visitors and the number of users that click on certain links or use certain services. For some applications, such as rate analysis, we link usage information with the customer visiting the website.
  • Log Data: we receive information that is automatically recorded by our servers when you visit our website or mobile applications, including your Internet Protocol ("IP") Address.
    • Cookies: A cookie is a small text file that a website can send to your internet browser and may be stored in your browser or elsewhere on your computer. We use cookies and other, similar, automated technologies to allow us to recognize and remember you.

Our sites may use the following types of cookies:


  • Strictly Necessary Cookies: These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.
  • Functional Cookies: These cookies enable the website to provide enhanced functionality and personalization. They may be set by us or by third party providers whose services we have added to our pages.
  • Advertisements Cookies: These are cookies used to extract advertisements that are relevant to specific users and adapted to their interest. These cookies register whether you have visited a website or not, and this information can be shared with third parties. For example, LinkedIn sets a cookie to display advertisements when on LinkedIn or a digital platform powered by LinkedIn advertising, after visiting the website.
  • Analytics Cookies: These cookies are used to understand how visitors use and interact with the website. These cookies help provide information on metrics such as the number of visitors, bounce rate, traffic source, etc. These cookies are also used to improve the performance of a website and the user's experience. The cookie stores information anonymously and assigns a randomly generated number to recognize unique visitors.
  • Social Media Cookies: These cookies are set by a range of social media services that we have added to the site to enable you to share our content with your friends and networks. They are capable of tracking your browser across other sites and building up a profile of your interests. This may impact the content and messages you see on other websites you visit.

Every time you visit our sites, you will be prompted to accept cookies. The purpose is to enable our website to remember your preferences (e.g., your username) for a certain period of time.


You can withdraw your consent at any time, for example by deleting the cookies. You may still browse our website if you do not accept all cookies or if you withdraw your consent. However, in this case you may not be able to use the full functionalities of our website.


To manage your cookie preferences, please use our cookie manage tool available here to update your cookie settings. Additionally, you may disable our usage of cookies through your browser settings. Please note that if you disable your browser's ability to accept cookies, you will be able to navigate PG&E's website, but you will not be able to take advantage of certain features, such as "Remember My Username," and will not receive targeted advertisements related to our programs or services.


How we use personal information


We may use your personal information for the following purposes:


  • Provide energy services or products to you.
  • Communicate with you regarding our services and other products or services that may be of interest to you.
  • Operate and maintain safe, secure and reliable public utility services and equipment under PG&E's legal obligation to serve you as a regulated public utility in California.
  • Comply with a valid warrant, subpoena, or court order, or exercise or defend legal claims or otherwise comply with our legal obligations.
  • Comply with a California Public Utilities Commission (CPUC) request or order, or comply with a request or order from other local, state or federal governmental agencies with legal authority to obtain the personal information from PG&E.
  • Develop and implement marketing, education and outreach plans to improve the services and products we provide to you and other consumers.
  • Protect the safety and security of PG&'s customers, visitors, employees and contractors by collecting and reviewing personal information to protect against fraud, other crimes and threats to safety.
  • Enable service providers, vendors and contractors to provide energy-related services, products or equipment on behalf of PG&E, as required in order to provide products and services to you, or for other business purposes consistent with PG&E's commercial relationship with you, or to comply with PG&E's legal obligations as a regulated California public utility, subject to appropriate confidentiality and security requirements;
  • Notify credit reporting agencies and collection agencies to evaluate your credit or if your account is assigned for collection.
  • Assist emergency responders in situations of threat to life or property.
  • For any other business or lawful purpose reasonably anticipated within the context of PG&E's relationship with you.
  • For any purpose for which we obtained your consent.

How we disclose and share your personal information


We may share your personal information in the following ways:


  • At your choice: You may authorize other companies or persons to receive your personal information from PG&E, including your Energy Usage Data.
  • To our service providers and contractors: We may share your personal information to service providers and contractors that provide services and support to us. We require service providers acting on PG&E's behalf to follow similar privacy and security practices as PG&E and to not use your personal information for any purpose other than that for which it was given to the service provider or contractor.
  • To regulatory authorities: We may share your personal information to regulatory authorities such as the California Public Utilities Commission, California Energy Commission, and other federal, state, or local agencies.
  • To financial services entities: We may share your personal information to financial institutions, credit agencies, and other financial services entities that provide financial and auditing support services for our public utility programs and services.
  • To third parties to fulfill legal obligations: From time to time, we may share your personal information with third parties as required pursuant to a valid legal warrant, subpoena, court order, or other legal or regulatory mandate, or as necessary for PG&E to defend to assert legal claims.
  • To Third-party analytics companies. We use selected third parties to collect data about how you interact with our website and apps. This information may be used to, among other things, improve the functionality of our website and services.
  • To Potential Business Partners. We may share or transfer your information in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.
  • To other third parties: From time to time, we may share your personal information to third parties such as law enforcement or other government agencies when we, in good faith, believe you or others are acting unlawfully, when we believe it is necessary or appropriate to satisfy any law, regulation or other governmental request, to operate our business properly, to protect or defend our rights or the rights or well-being of our users, and when we believe disclosure is necessary or appropriate to protect the health and safety of our employees, other consumers, and the general public.

Selling Personal Information


PG&E has not sold consumers' personal information in the preceding 12 months for any monetary value and does not intend to sell in the future for any monetary value.


Disclosing Aggregated Data


PG&E may share aggregated, non-customer specific data and information derived from personal information with other entities for the purpose of performing activities that may help PG&E provide and improve its utility products and services, including such programs as Energy Efficiency and Demand Response, or to inform California energy policy as directed by the California Public Utilities Commission and other California government agencies which regulate PG&E.


Web browser "Do Not Track" signals and other similar mechanisms


"Do Not Track" signals are used by some web browsers to attempt to limit tracking related to your visits to a website. Not all browsers offer a "Do Not Track" option and "Do Not Track" signals are not yet uniform. For this reason, many digital service and website operators, including PG&E, do not respond to "Do Not Track" signals.


Links to third party websites


While browsing PG&E's website or online services not sponsored by PG&E, you may encounter and choose to access websites or online services operated by PG&E business partners, companies or agencies that may not be associated with PG&E by clicking on hypertext links or icons. These websites may collect data or personal information about you and your online activities. PG&E does not control and is not responsible for what these third parties do in connection with their websites or online services, or how they handle your personal information.


Retention


We retain your personal information based on legal requirements or business needs. Generally, we only retain personal information for as long as is reasonably necessary for our business purpose or as required by law. Secure disposal methods are used when information is no longer needed.


Establishing Service and Setting Up an Account


Establishing Service: In order to establish or re-establish service, you may be asked to provide your Social Security Number for us to validate your identity. You have the right to not provide your Social Security Number, however, a deposit may be charged, and we will request an alternate form of identification (e.g., driver's license, passport, State identification, etc.). The establishment deposit can be waived if the account is enrolled in paperless billing and recurring payment via pge.com or secured with a bill guarantor. The re-establishment deposit can be waived if secured with a bill guarantor.


Setting Up Your Account: As a customer, you may sign up for an account online at pge.com to get instant access to your bill, make payments, and receive important alerts (your "Account"). You can update your profile, personal information, and account preferences through your Account. If you choose to sign up for an Account, you will be asked to provide your email address. You have the right to decline to provide your email address; however, you will not be able to take advantage of our online services such as electronic billing and payments.


Email Communications: If you have opted-in to receive email communications from us, you can opt out of receiving these emails at any time by following the unsubscribe link in the footer of the email or by contacting us in the manner described in the "Contact Us" section of this Policy. If you are a customer who has registered to use Your Account to access your account on our website, you can opt out of future mailings by updating the preferences section on the Profile & Alerts page within the Your Account portal at pge.com.


Voice Calls, Texts and SMS messages:  You may have the opportunity to receive occasional voice, text and SMS messages from PG&E to receive updates on our products and services, or about products and services that we think may be of interest to you. Message frequency will vary. You agree that by providing your phone number and opting in to receive text messages, you expressly consent to receive these communications, including automated text messages to the phone number that you provide. Consent to receiving text messages is not required in order to receive products or services from PG&E. Message and data rates may apply, and your carrier's rates will apply.  You can opt out of receiving text messages by texting STOP in response to any text message.  You can also text HELP and we will respond with instructions on how to opt-out of or sign up for text messages from PG&E.  As we are located in the United States, international rates may apply depending on your location. We may share your mobile phone number with service providers with whom we contract in order to send you automated text messages, but we will not share your mobile phone number with third parties for their own marketing purposes without your express consent.


Additional information for California residents


California Civil Code Section 1798.83, also known as the "Shine The Light" law, permits our users who are California residents to request and obtain from us, once a year and free of charge, information about categories of personal information (if any) we disclosed to third parties for direct marketing purposes and the names and addresses of all third parties with which we shared personal information in the immediately preceding calendar year. If you are a California resident and would like to make such a request, please submit your request in writing to us using the contact information provided below.


If you are a California Resident, you are entitled to certain privacy rights relating to your personal information. This section describes those rights and how you can exercise those rights.


Right to Know and Access Personal Information


You have the right to access and know what personal information PG&E collects about you, and how it uses, discloses, sells such personal information, and how it shares your personal information for targeted advertising purposes.


Right to Request Deletion of your Personal Information


You have the right to request that PG&E delete the personal information it has about you subject to certain limitations. If we do not delete your personal information for reasons permitted under applicable law, we will let you know the reason why.


Right to Correct Inaccurate Personal Information


You have the right to request PG&E to correct inaccurate personal information that we maintain about you.


Right to Limit the Use and Disclosure of Sensitive Personal Information


At this time, PG&E only uses your Sensitive Personal Information in ways that are expressly permitted by applicable law.  If that were to change in the future, we will update this policy and provide consumers, if applicable, a right to limit the use and disclosure of their Sensitive Personal Information.


Right to Opt Out of Sale or Sharing of your Personal Information for Targeted Advertising


If you are 16 years of age or older, you have the right to direct us to not sell your personal information at any time (the "right to opt-out"). We do not sell the personal information of consumers we actually know are less than 16 years of age, unless we receive affirmative authorization (the "right to opt-in") from either the consumer who is at least 13 but not yet 16 years of age, or the parent or guardian of a consumer less than 13 years of age. Consumers who opt-in to personal information sales may opt-out of future sales at any time. Except possibly for personal information collected through "cookies" placed by third parties when you visit PG&E's website or online services, PG&E has not sold consumers' personal information in the preceding 12 months for any monetary value and does not intend to sell in the future for any monetary value.


Exercising Your Privacy Rights


If you are a California Consumer, to exercise your rights, please submit a request using one of the following methods:



PG&E cannot respond to your request or provide you with personal information if we cannot verify your identity or authority to make the request and confirm the personal information relates to you. When you submit a request, we will take steps to verify your identity using third party identity verification services. If you have an account with us, we may use existing account authentication methods to verify your identity. You are not required to create an account with us to submit a request though. If you do have an account with us, we may ask you to provide us with information about yourself in order to verify your identity.


We will only use personal information you provide in connection with identity verification to verify the requestor's identity or authority to make the request and whenever feasible, we will attempt to match the information you provide with information we may already have about you.


If you wish to authorize a third party to make a request on your behalf through an authorized agent, you must contact the PG&E Privacy Team directly and must provide a valid California power of attorney or comparable documentation of written permission from you and verification of your identity with PG&E. Such power of attorney must meet the requirements of Probate Code sections 4000 to 4465.


You may also make a privacy request on behalf of your minor child.

Consumer Request Metrics for Calendar Year 2021

Consumer RightReceivedCompliedDenied in Whole or PartMedian Number of days to Fulfill

Right to Know

982

723

259

18

Right to Delete

1,113

801

312

15

Right to Opt-Out*

4,004,992

4,004,992

0

1

* This chart will be updated annually each July


** PG&E tracks opt out requests through individuals' requests to opt of marketing and social media cookies. These data represent the total number of customers who have submitted opt-out requests, although individual customers may have submitted multiple requests during 2021.

Non-Discrimination


We will not discriminate or retaliate against you for exercising any of your Privacy Rights identified in this privacy policy.


Security


We take reasonable and appropriate measures designed to ensure the integrity of our systems and protect your personal information. We continuously implement and update administrative, technical, and physical security measures to help protect personal information about you from unauthorized access, destruction, or alteration. However, please understand that no method of transmission over the Internet or method of storing data is 100% secure. Therefore, we cannot guarantee absolute security.


Children's privacy online


We have areas of our website intended for use by children that contain information about energy and safety. We also provide free classroom materials for both students and teachers about energy awareness and safety. These pages and sites do not intentionally collect information from children under the age of 16. If you are a parent or legal guardian who discovers your child provided us with personal information, please email us at pgeprivacy@pge.com. If we obtain action knowledge that we have collected information from someone under the age of 16, we will delete that information.


Changes to this Privacy Policy


We will review this Privacy Policy regularly. If we make material changes to this privacy policy, we will attempt to notify you and/or obtain your consent, as required by law.  We recommend that you regularly review this privacy policy.


Contact us


If you have questions, concerns, or complaints about this Privacy Policy, would like to request a current or previous version, or would like more information regarding our process for updating this Privacy Policy, you can contact us using the following options:

  • Deny goods or services to you.
  • Charge you different prices or rates for goods or services, including through the use of discounts or other benefits, or imposing penalties.
  • Provide a different level or quality of goods or services to you, if you exercise your rights.
  • Suggest that you will receive a different price or rate for goods or services or a different level or quality of goods or services.

Security


Protecting personal information is a top priority for PG&E. We take extensive measures to ensure the integrity of our systems and protect your personal information. We continuously implement and update administrative, technical, and physical security measures to help protect personal information about you from unauthorized access, destruction, or alteration. In addition, any account information you enter while logged in to your online account, or that is displayed on our website in your browser window, is secured using an industry standard security technology known as Secure Sockets Layer ("SSL"). By using SSL, we attempt to protect the confidentiality of your personal and financial information. Your browser must be capable of supporting SSL. Please check with your browser manufacturer for details.


Children's Privacy Online


PG&E is committed to the protection of children's online privacy. There are Federal and California privacy laws that govern information gathered online from or about children under the age of 13. Verifiable consent from a child's parent or guardian is required before collecting, using, or disclosing personal information from a child under age 13. If a PG&E website intends to collect information about children under 13, the specific web page that collects information from the child will provide direct notice and instructions for obtaining parental consent. The web page will specify exactly what the information will be used for, who will see it, and how long it will be kept.


We have areas of our website intended for use by children that contain information about energy and safety. We also provide free classroom materials for both students and teachers about energy awareness and safety. These sites do not intentionally collect information from children under the age of 13. If you are a parent or legal guardian who discovers your child provided us with personal information without your consent, please email us at pgeprivacy@pge.com with a brief description of your concern. Please do not email us with any sensitive personal information. We will separately contact you and securely obtain any information necessary to facilitate the review of our records. We will immediately investigate the matter and promptly remove any personal information from a child under the age of 13 upon discovery.


Changes to this Privacy Policy


We will review this Privacy Policy when significant changes occur and at least every 12 months. We will notify you of material changes through updates on PG&E's website, pge.com, including how to obtain prior versions of this Privacy Policy upon request. We will also notify you annually in a bill insert to revisit the most updated version of this Privacy Policy on our website.


Contact Us


If you have questions, concerns, or complaints about this Privacy Policy, would like to request a current or previous version, or would like more information regarding our process for updating this Privacy Policy, you can contact us using the following options:


PG&E Residential and Business Customer Service
Correspondence Management Center
Attention: Privacy Management
P.O. Box 997310
Sacramento, CA 95899-7310


PG&E Residential Customers: Call 1-800-743-5000
PG&E Business Customers: Visit the Business Customer Service Center


Email: pgeprivacy@pge.com