Our commitment to serve and customer support
To help protect the health and safety of our customers and employees in our communities and to mitigate potential disruption to our business operations during the COVID-19 pandemic, PG&E has taken a number of precautions:
- We have implemented a series of billing and service modifications to support customers who have been impacted by the pandemic:
- Suspending service disconnections for non-payment and waiving security deposits;
- Implementing flexible payment plan options; and
- Providing additional support for low-income and medical baseline customers.
- Go to pge.com/covid19consumerprotections to learn more about our support for customers during these difficult times.
- Customers are advised to be aware of scammers taking advantage of the current situation with calls and emails threatening to shut off power if a payment is not made. Anyone who has received such a call can report it immediately by calling PG&E at 1-800-743-5000 or visit pge.com/scams.
- As of Tuesday, March 17, PG&E decided to temporarily close all customer service offices across our service territory to protect the health and safety of our employees and customers. We understand that customers will need support during these challenging times and will continue to provide alternate means to conduct the transactions that occur at the customer service offices through PG&E’s 565 neighborhood payment centers, by phone, online, or through the mail. Signage has been posted with PG&E’s 800 number and the location of the closest neighborhood payment centers at these local offices.
- PG&E appreciates our customers understanding this temporary situation. Customers can make payments in many other ways, including:
- Calling 1-877-704-8470
- Paying online at pge.com
- Mailing payments to PG&E, P.O. Box 997300, Sacramento, CA 95899
- Cash payments can be made at another PG&E office in your area or our Neighborhood Payment Centers.
- Go to pge.com/waystopay to learn more about payment options or to see the locations of Neighborhood Payment Centers.
- With more people remaining at home for extended periods of time, households may see an increase in energy use. We have provided some energy-saving tips and resources to help customers conserve energy.
- As the entire state of California is now under a shelter-at-home order, 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. 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.
PG&E's additional actions
- 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.
- On Friday, March 20, PG&E announced it is donating 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 will contribute $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.
According to the CDC, some of the best ways to prevent the spread of COVID-19 and other communicable illnesses are to practice everyday preventive behaviors such as staying home when sick, covering coughs and sneezes, consistently washing hands with soap and water and thoroughly cleaning frequently touched surfaces.
For more information and ongoing updates on the situation, please visit: