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Customer programs and support

As the COVID-19 pandemic continues to impact our communities, we understand the increasing struggles facing our customers. We are committed to helping our customers throughout this crisis by providing financial assistance programs, tools and tips to save energy. If you have recently lost your job, even if you are receiving unemployment benefits, you may qualify for a reduced energy rate through our CARE or FERA programs.

Residential customers: Learn more about programs and tools that can help

Business customers: Learn more about resources that can help

PG&E’s ongoing safety work during the COVID-19 pandemic

Financial assistance support for our residential customers

We recognize the hardships you may currently be facing. During this time of uncertainty, we want to provide you relief by offering the following support.

For customers that qualify, we offer additional support designed to help you save money on bills:

California Alternate Rates for Energy (CARE) Program

Qualified households can save 20 percent or more each month on their energy bill. Applying is easy and only takes a few minutes. Your income eligibility is based on current earnings going forward and not your past income, so if you have had a change in circumstances you may now qualify.

Family Electric Rate Assistance (FERA) Program

Separate from CARE, income-qualified households with three or more persons can apply for a monthly discount on their electric bill. As with the CARE program, your current income going forward will be considered, so if your circumstances have changed you may now qualify.

Relief for Energy Assistance through Community Help (REACH)

Provides income qualified customers with financial assistance during times of hardship. Customers impacted by the COVID-19 will be provided with up to an additional $100 in bill payment assistance through March 4, 2021.

Medical Baseline

Residential customers who have special energy needs due to certain qualifying medical conditions can receive a lower rate on monthly energy bills. Your income is not a factor in qualifying for this program. Due to COVID-19 shelter-at-home requirements and changing medical practitioner priorities, PG&E customers can self-certify their eligibility to enroll in the medical baseline program. Signature by a qualified medical practitioner is not required to apply but may be required to remain on the program beyond 1 year.

Low-Income Home Energy Assistance Program

People that are struggling financially may qualify for up to $1,000 in financial assistance toward their energy bill under the Low-Income Home Energy Assistance Program (LIHEAP).

If you need help paying your gas or electric bill, LIHEAP may be able to help you with a one-time payment. Program eligibility is based on federal income guidelines and assistance may be available to eligible low-income families and individuals that qualify.

Billing and service modifications 

We understand that many of our customers are facing severe economic challenges because of this crisis. In consideration of this, we are:

Offering Flexible Payment Plans. You can schedule payment of your current balance over several months to help address temporary financial strains.

Suspending service disconnections for non-payment and waiving deposit requirements. PG&E will be suspending disconnections for nonpayment for all residential and small business customers and will remain in effect until further notice.

Suspending Medical Baseline Removals. Customers on the Medical Baseline program will not be asked to re-certify through a doctor or other eligible medical professionals for up to one year.

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Be aware of scams

Scammers may take advantage of the situation with threat to shut of power if payment is not made.

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Save energy while at home

You may be using more energy during the shelter-at home order. Learn how to save energy and money.

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Ongoing safety and maintenance work

Emergency response, critical maintenance and wildfire mitigation work must continue. Learn how we are prioritizing work and how that may affect you.

Financial assistance support for our business customers

We understand the increasing struggles businesses are facing during the COVID-19 pandemic. PG&E remains committed to providing ways for our business customers to save energy and money during this difficult time. Here are assistance programs, operational tips, energy efficiency program updates and easy-to-use resources to help manage your energy usage and bills both on-site and remotely.

Resources and assistance programs

Suspending service disconnections

PG&E has suspended service disconnections for non-payments and is waiving security deposits. This suspension applies to small business customers and remains in effect until further notice.

Read more about these updates

Financial and technical assistance for small businesses

The California Governor's Office of Business and Economic Development (GO-Biz) has compiled guidance for use by employers and employees as it relates to the coronavirus (COVID-19).

Read the update

Federal Small Business Assistance (SBA) Loans

The SBA is offering relief programs including low-interest federal disaster loans to California small businesses.

Learn about the loan programs

Free online courses at PG&E's Energy Centers

Gain new skills and fuel your future with online courses and a robust learning library, all at no cost.

Enroll today

Discounted phone service

You may also qualify for discounted phone service based on your income level or program participation. The California LifeLine program provides a discount on either home phone or cell phone service for eligible households. Additionally, participants in PG&E's CARE program can save $15 each month on their Boost Mobile prepaid cell phone plans through the CARE and Boost Mobile pilot program.

Get a custom money-savings plan, tools to stay informed about energy use, and tips for energy management all in your Online Account. You can access your account anywhere, even outside your building facility.

  • Alert Notifications: Set up notifications to receive important alerts about your business’ energy use and outages via email, text or phone. Set up alerts today.
  • Online Payments: Pay your energy bill online, set up recurring payments and sign up for paperless statements. Review these options now.
  • Cost and Usage Trends tool: Analyze your usage, compare and anticipate future costs. Find ways to reduce unnecessary energy use at your facility. Learn more.
  • Ways to Save Report: Get personalized recommendations for your business to save money and energy. Complete your online account facility profile to get your custom report. Start today.

During the unprecedented impacts of COVID-19, PG&E remains committed to providing ways for your business to save money with our energy efficiency programs like rebates, financing and custom retrofits. Considering the safety of our customers and employees, we made the following updates:

Leveraging virtual communication. PG&E is leveraging virtual meetings and verifications using digital technologies to finalize projects.

Rescheduling site visits. Site visits will get rescheduled once in-person program components resume.

Processing applications. Rebate and financing applications, and custom incentives will continue to be processed as submitted.

Completing incentive payments. Completed projects will be processed for incentive payments if the documentation is submitted electronically.

Pausing in-person interactions. All in-person interactions with PG&E's Energy Advisors and program partners are paused. Our trade professional contractors are also encouraged to cease all in-person activities.

Bill Schedule

Loan Deferral Available for Active On-Bill Financing Loans

Under PG&E's Energy Efficiency Financing program, payments on 0% interest, On-Bill Financing loans can now be deferred for up to six months. Eligible customers will see a reduction in their monthly repayment and pay only $0.01 per month during the six-month deferral period. The loan repayment schedule will be extended by six months, so the loan is repaid in full.

Bill Rebates

Economic Development Rate

PG&E's offers eligible businesses the opportunity to lower costs through one of three reduced electric rate options. Rates are discounted at 12%, 18% or 25% on most electric costs for five years.

With unprecedented changes to daily operations, businesses may need to take quick actions. Here are some quick tips to consider for facility and equipment adjustments.

Download the Money and Energy Saving Checklist (PDF, 181 KB)

General Facility

  • Shut down systems that serve unoccupied zones.
  • Close window blinds to limit temperature fluctuations.
  • Turn off exterior signage if the business is closed.
  • Make sure all security systems are powered.

HVAC and Lighting

  • Shut down HVAC systems at vacated facilities without critical equipment.
  • Program HVAC economizers to close when air systems are off.
  • Turn off non-emergency lighting in unoccupied zones with manual switches.
  • Dim or shut down portions of lights if no manual controls exist.

Refrigeration and other equipment

  • Consolidate and turn off empty refrigeration systems.
  • Reduce refrigeration runtime to nighttime only if concerned about completely turning off.
  • Turn off lights in empty refrigeration cases.
  • Turn off all equipment from the plug strip or wall outlet.

Scam Alerts

We take your personal and online security very seriously. If you ever doubt the validity of an email, call, text or visit from PG&E, call us immediately at 1-800-743-5000.

PG&E’s ongoing safety work during the COVID-19 pandemic

Our commitment to provide our customers with safe, reliable gas and electric service.

As the entire state of California is now under a shelter-at-home order to curb the progress of the COVID-19 pandemic, PG&E is focused on prioritizing critical and essential safety and maintenance work. The safety of the communities we serve is our most important responsibility. These projects are crucial for the short- and long-term safety of Northern and Central California.

This critical and essential work includes key workstreams within our Wildfire Mitigation Plan that are part of the company’s effort to reduce wildfire risk ahead of the upcoming wildfire season. PG&E will also continue to perform other essential electric, gas, and generation projects that are crucial to system safety and maintenance as well as any restoration or emergency work.

PG&E will evaluate and proceed with new electric and gas customer-requested work that cannot be reasonably postponed and that supports essential infrastructure and businesses. This work includes projects immediately necessary to the construction of, maintenance, reliable operation or repair of essential infrastructure, affordable housing, homeless shelters, healthcare operations provided that such construction is directly related to COVID-19 response, and qualifying agriculture and food services. Essential infrastructure also includes facilities such as critical telecommunications and water sanitation. PG&E will comply with all known local county construction restrictions, will seek local jurisdiction input on essential infrastructure evaluation, and will balance planned outage requirements related to new business construction.

As PG&E continues with critical and essential safety and maintenance projects, we will work to minimize customer impacts to the extent possible. Where service interruptions are required to safely complete critical and essential work, PG&E pledges to limit the number and duration of planned outages, to the extent possible. We understand the impacts of a service interruption given the current shelter-at-home orders for our communities, and we apologize for any disruption or hardship these outages may cause.

As always, the safety of our customers and employees is PG&E’s primary responsibility. As our field crews are performing this critical safety and maintenance work, we ask that customers respect social distancing guidelines and maintain a six-foot distance at all times. Keeping our workforce healthy and safe is vital to continuing to maintain and safely operate gas and electric services for our customers. In accordance with the shelter-at-home order, we are preparing our workforce to adapt to conditions and stay safe as they perform critical work.

It may be necessary to postpone new business customer work scheduled for construction in the next few weeks. Jobs that include planned outages associated with them are especially likely to be postponed in order to alleviate the heightened impact on customers.

We appreciate your patience and support of our crews as we conduct our critical and essential safety and maintenance work.

We have activated an enterprise-wide incident response team and are vigilantly monitoring the Centers for Disease Control and Prevention (CDC) and World Health Organization for updates related to the virus. We are working closely with PG&E's Medical Director for guidance on the actions we are taking.

The health and safety of our employees is one of our most important responsibility both on and off the job. We’ve been closely monitoring this pandemic and have provided our employees with guidance on how to protect themselves from COVID-19. Prior to the statewide shelter-at-home order from the Governor in accordance with his earlier direction, we asked all employees who are over 65 years old and those with chronic health conditions to stay home and isolate themselves. PG&E’s Bay Area office-based workforce was instructed to work from home prior to the Bay Area shelter-at-home order.

  • PG&E donated 480,000 N95 masks and 470,000 surgical masks to the Governor’s Office of Emergency Services (Cal OES) for distribution to California hospitals and other first responders facing a critical shortage of Personal Protective Equipment (PPE) due to the COVID-19 pandemic.
  • PG&E and the PG&E Corporation Foundation is contributing $1 million to nonprofits focused on supporting individuals and families facing food insecurity, as well as small businesses to help with the uncertainty and economic impacts of the public health emergency. These donations come from shareholder funds, not customers.
  • We are taking advanced hygienic cleaning measures at our facilities and are issuing regular communications to our employees and contractors with personal and workplace best practices.
  • We have instructed our employees who have direct customer contact to take social distancing precautionary measures, such as avoiding handshakes and wearing disposable nitrile gloves while in customers' homes. We are committed to continue addressing customer service needs.