CARE post-enrollment verification FAQs

While no proof of income is required to sign up for the CARE Program, you may be selected at any time to provide verification of your household income in order to continue receiving the CARE discount or participation in a public assistance program.

Follow the instructions on the letter you received, and submit your completed documentation using any of the following methods: email to careprogram@pge.com, or mail to PG&E, CARE Program, P.O. Box 7979, San Francisco, CA 94120-7979 using the enclosed postage-paid envelope or fax to 1-877-302-7563. For a copy of the letter, please download the CARE Required Income Document Guide.

Please review our Required Income Document Guide for examples of acceptable documents. All household members who receive income are required to submit proof of income documents.

Your CARE discount will remain active 45 days from the date of the letter you received requesting your income verification. If we determine that you are ineligible, your discount will then be suspended. Your CARE discount may also be suspended if you submit incomplete verification documentation, request to cancel or unenroll from the CARE Program or if we receive your documents after the due date.

Unfortunately, there is no extension or exception to the 45-day response time. Completed required documents should be returned as soon as possible.

As a courtesy, we call you 15 days after the verification letter is mailed as a reminder that you are required to provide income verification documents to remain enrolled in the CARE Program. This call is helpful in case you did not receive the letter or it was misplaced. For a copy of the letter, please download the CARE Post-Enrollment Verification Request Form and Required Income Document Guide.

Review the letter for the specific type of documentation needed and send in submit your documentation using any of the following methods: Upload to YourAccount at pge.com, email to careprogram@pge.com, or mail to PG&E, CARE Program, P.O. Box 7979, San Francisco, CA 94120-7979 using the enclosed postage-paid envelope or fax to 1-877-302-7563. If you have questions, please email us at careprogram@pge.com or call 1-866-743-2273.

If your documents are not received by the date specified in the verification letter, your CARE discount will be removed following your next billing cycle and your energy charges may increase as a result.

Yes. To re-enroll in the CARE Program, please send in submit your verification documentation using any of the following methods: Upload to YourAccount at pge.com, email to careprogram@pge.com, or mail to PG&E, CARE Program, P.O. Box 7979, San Francisco, CA 94120-7979 using the enclosed postage-paid envelope or fax to 1-877-302-7563.

Simply download another CARE Program High Usage Form and instructions.

Forms are available in English, large print English, español, Tagalog, 中文, Việt, 한국어, Hmong and Pоссии.

Yes. To reschedule your home assessment appointment, contact the Energy Savings Assistance Program at 1-800-933-9555.

All adults in the household (and anyone under 18 who works and files taxes) should be accounted for with either the Internal Revenue Service Form 4506-T (PDF, 98 KB) or verification of non-filing. For a sample in English or español, please go to our CARE Program Additional Resources webpage.

If you are an adult who is claimed on someone else's taxes other than a spouse, you need to provide verification of non-filing. If you are under 18, claimed as a dependent, but work and have gross earnings over $10,000, you must provide separate documentation.

Customers can be removed from the CARE Program for the following reasons:

1. Your household income exceeded the income guidelines.
2. You were asked to provide proof of income and either didn’t respond in time or responded with incomplete paperwork.
3. Your monthly energy usage exceeded 600 percent of your monthly baseline allowance.
4. You didn’t participate in the Energy Savings Assistance Program—a requirement of continuing in the CARE Program if you have been a High Usage participant.