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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.
"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.
We may have collected personal information about you from a variety of sources in the past 12 months:
We have collected the following categories of personal information in the past 12 months:
Website, Cookies and App Usage Data
When you visit and use our website or mobile app, we collect the following personal information and data:
Our sites may use the following types of cookies:
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.
We may use your personal information for the following purposes:
We may share your personal information in the following ways:
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.
"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.
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.
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: 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.
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 Right | Received | Complied | Denied in Whole or Part | Median 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.
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.
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.
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.
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:
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.
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.
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.
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