Were you invited to participate in our mobile app study?
Thank you for your interest in our study. PG&E is conducting research to better understand our customers’ experience with the Report It mobile app. The mobile app and its pilot are being evaluated by a third-party firm, Opinion Dynamics. This evaluation includes customer interviews and surveys. You’ve been invited to participate based on unique answers you gave in the online survey about the app, or a safety report you submitted using the app. We’re looking for input from customers like you and encourage you to take part. Your experience will help us improve what we offer, and we appreciate your assistance.
Our teams work every day to help keep communities safe from wildfire. We use drones, helicopters, weather stations, cameras and more to enhance our efforts. And now, PG&E Report It is part of our safety toolkit.
Our mobile app, PG&E Report It, makes it easy to report non-emergency safety concerns related to PG&E electrical equipment. The app is being launched as part of a pilot. During our pilot, usage of the app will be focused on reports from customers in high fire threat areas.
During our pilot period, anyone can download the app, but only registered users can submit concerns. Download the app now.
Audio description and transcript are available for this video:
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IMPORTANT: This app is not meant for emergencies. If you see a downed or sparking power line, or smell natural gas, leave the area immediately and call 911.
NOTE: The photos below are samples of common concerns.
If you see a pole with three sets of wires, the top two are power lines and the lowest one is a communications line. Communications lines are owned by vendors like AT&T and Comcast. Issues with communications lines should be reported to the communications vendor.
As part of our Vegetation Management Program, we maintain required safety clearances around transmission and distribution power lines that serve cities and neighborhoods. However, you are responsible for maintenance of the service wire that runs from PG&E’s electric pole to your home. You can call us at 1-800-743-5000 to request a free temporary service disconnect so you or a contractor can safely work around the service wire that connects to your home.
Telecommunication lines often share PG&E power poles but are not PG&E equipment. If a concern regarding a telecommunication line or other third-party equipment is mistakenly reported through the app, we’ll forward the concern to the company responsible. Learn how to tell the difference between a communications line and a power line.
IMPORTANT: Before you start, review examples of safety issues, and see the difference between a power line and a communications line.
From the Home screen, select the REPORT button.
Provide the location of the safety concern by entering an address or by sharing your location and moving the target on the map.
Select which type of concern you’re reporting and then the type of damage. Note that the photos representing each category serve as samples only.
Add up to four photos or a 10-second video of the safety concern. You can select photos and videos you’ve already taken or use your phone’s camera.
Add a brief description of your concern. If the site does not have an address, please describe how or where it can be found.
Review your information and hit “Submit.”
We’ll send push notifications (on iPhone only) and emails to keep you updated until your submission is closed.
You can track the status of your concern after it’s been reviewed by our safety team by selecting “My Reports” in the app:
A searchable list of all concerns reported through the app will also be available online. Visit PG&E Report It – All Submissions.
After we have reviewed your concern, we will send you a confirmation email. You’ll also receive an update each time the status of your concern changes. A final update will be sent to let you know the issue is closed and what actions were taken.
You can view reports submitted by others to see if the concern you’ve encountered has already been reported. Or, you may want to see the types of concerns that have been reported in your area.
View all reported concerns through the app:
View all reported concerns online:
A searchable list of all concerns reported through the app is available online. Visit PG&E Report It – All Submissions.
Upon receipt, we’ll assign a case number to your concern and our Safety Team will review the information. Once it’s validated, you can track the progress of your concern in the app under My Reports. We’ll assign the issue to a work team to be repaired or addressed, and when the work is complete, the concern will be closed.
We’ll also notify you each time the status of your concern is updated. Our goal is to resolve the concern or let you know when the work is scheduled to be complete, within 30 days.
Each submission we receive is reviewed by our Safety Team and evaluated on a case-by-case basis, so the time to complete each submission will vary. Our goal is to resolve the concern or let you know when the work is scheduled to be complete, within 30 days.
PG&E Report It is compatible with iPhones with iOS 13.0 or later and Android phones with Android 9 or later. It is not compatible with tablets at this time. If you are using a compatible device and are having issues with the app, please contact us at: 1-877-743-4782.
Since the app is currently in the preview stage, the number of invitations we can send is limited. However, anyone who is interested should get on the waitlist and we’ll send them an invitation when there is an opening. The waitlist sign-up is at the bottom of this page.
Safety is our highest priority. With help from customers like you, we can learn about a hazardous power pole, power line or other PG&E equipment earlier than a scheduled inspection and make the necessary repairs as soon as possible.