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Effective Date: January 1, 2023
Your privacy is a priority for PG&E, and we take 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.
If you are a current or former job applicant, employee or contractor, this policy does not apply to you in those capacities. Your rights as a job applicant, employee or contractor are described in a separate policy. Review the Employee, Job Applicant, and Contractor Notice.
"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.
"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 may have collected the following categories of personal information about you in the past 12 months:
We may use your personal information for the following purposes:
We may disclose your personal information in the following ways:
PG&E has not sold consumers' personal information in the preceding 12 months for any monetary value. However, our use of certain website cookies may be considered a "sale" of information under California law. In the past twelve months, we may have disclosed your internet activity or geolocation with third parties whose cookies are on our websites. These cookies are used to analyze usage of our website, provide you with relevant PG&E advertising and products, and provide additional, dynamic functionality to our websites. You can opt-out of the use of these cookies by using the "Do Not Sell My Personal Information" link in the footer of the web page. We also recognize opt-out preference signals contained in HTTP header fields.
PG&E does not "share" personal information as that term is used in the California Consumer Privacy Act.
PG&E may share aggregated or deidentified, 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.
From time to time, we may offer financial incentives to consumers in exchange for the consumer sharing certain personal information with us. The specific instructions for how to participate and the rewards offered as incentives may vary and are set out within each program. Our good-faith estimate of the value of your information is the value of the benefit we offer to you. We have calculated that value by using the expense to us of operating the program related to the benefit obtained by our running of the program. To participate in any incentive-based programs you can opt-in by signing up for the incentive when it is offered to you. Participation in our promotional programs is always optional, and you can terminate program participation at any time as explained in the applicable program terms. You can also contact us at 1-800-743-5000 to unsubscribe or cancel your participation in any program.
"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. To the extent that your browser broadcasts a "Do Not Track" signal, our website is configured to recognize "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 other 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. Customer data is typically retained for the duration of the relationship with PG&E and for an additional 5 years from end of customer relationship, subject to legal or business needs for a longer retention period. Similarly, business contact data is typically retained for the duration of the contract/agreement with PG&E and for an additional 11 years from the contract termination and/or expiration of the underlying contractual obligations, but subject to a longer retention period for legal or business needs.
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: You can opt-out of receiving certain email communications from us 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. Opting out of email communications does not mean PG&E will not contact you about your account or your electric and gas service. For example, current customers will continue to receive emergency notifications from PG&E as required by law, and you cannot opt out of these communications.
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. 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 future text messages or receive help by following the directions in the text message you receive. As we are located in the United States, international rates may apply depending on your location. We may disclose your mobile phone number to service providers with whom we contract in order to send you automated text messages, but we will not disclose your mobile phone number to third parties for their own marketing purposes without your express consent. Opting out of calls, texts and SMS messages does not mean PG&E will not contact you about your account or your electric and gas service. For example, current customers will continue to receive emergency notifications from PG&E as required by law, and you cannot opt out of these communications.
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. You also have the right to request, to the extent technically feasible, a portable set of your personal information.
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.
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 Opt Out of Sale of your Personal Information
You may have the right to opt out of the sale or sharing of your Personal Data.
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 identity verification services. You are not required to create an account with us to submit a request. If you don't 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. You may also make a privacy request on behalf of your minor child.
PG&E recognizes opt-out preference signals contained in HTTP header fields. When we receive an opt-out preference signal, we will process that signal as required by applicable law.
Consumer Right | Received | Complied | Denied in Whole or Part | Median Number of days to Fulfill | |
---|---|---|---|---|---|
Right to Know |
1,053 |
716 |
337 |
23 |
|
Right to Delete |
1,001 |
695 |
306 |
19 |
|
Right to Opt-Out* |
1,558,064 |
1,558,064 |
0 |
1 |
* 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 2022.
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 regularly 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.
Our services are not directed to children under 16 years of age, and PG&E does not knowingly collect any personal information of children under 16 years of age unless required by applicable law. If you believe a child under 16 years of age has provided us with personal information, please contact us at pgeprivacy@pge.com with a brief description of your concern.
We 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:
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