About the wildfires in Northern California


Latest Updates

Safety Tips When Returning Home

Support for Affected Customers

Gas Quick Links


Gas Restoration and Relight Process

Gas Restoration updates for your neighborhood

Electric Quick Links


Report & View Electric Outages

Electric Restoration Process


PGECommitment.com

  • We launched www.pgecommitment.com, a dedicated website about PG&E's response and recovery work for the Northern California wildfires.


Since the start of the devastating Northern California wildfires on Oct. 8, our primary focus has been—and continues to be—the life safety and well-being of the customers and communities that have been affected. We have worked safely and diligently to restore power and gas to nearly every customer able to receive it.


At the outset of the wildfires, PG&E activated emergency centers with base camps for our crews in Napa, Sonoma, Mendocino and Lake counties. Our crews worked around the clock at the camps to return power and gas service—and a sense of normalcy—to our communities. We deployed more than 4,300 workers, including PG&E employees and mutual-add crews to support the response.


Customers and the general public will continue to see an enhanced PG&E presence in these areas for some time as we work to help these communities start to rebuild.



Electric Restoration Process


Steps for Safely Restoring Service to a Damaged Structure (PDF, 200 KB)

Once crews have been given safe access to enter an area by CAL FIRE, PG&E crews begin the electric assess, repair and restoration process. Once safe, the first step is damage assessment, which typically takes 12 to 24 hours to complete. PG&E workers will be on site to make the area safe by isolating electrical hazards. The next steps are equipment repairs and coordinated restoration. Based on needed repairs and time to complete work, an estimated time for restoration is established and communicated to customers. Before safely re-energizing homes and businesses, PG&E will inspect adjacent facilities and ensure locations are safe to receive power. Where it is safe to do so, and access is permitted and approved by relevant agencies, restoring service will typically take 24-48 hours depending on the extent of damage and complexity of the work. Repopulation decisions to areas or neighborhoods are made by local law enforcement.





Gas Restoration and Relight Process


In order to restore gas service, gas crews must conduct a thorough assessment of damaged infrastructure and on-site inspections at each customer home and business. Having access to customers’ meters is critical to the gas restoration process. In order to restore service safely and as quickly as possible, PG&E crews will need access to homes and businesses and may need to work with customers to enter properties. Every gas meter must be inspected and gas crews must ensure that no gas is flowing on the customer's property. Turning gas off at every meter is a necessary first step. Following that process, all active gas lines must be cleared of residual gas. Once gas has been cleared and it is safe to do so, gas service will be returned to the lines. After that, Gas Service Representatives will visit customer homes and businesses to restore service and relight pilot lights.


  • Customers who are able to return home and do not have gas service should call PG&E at 1-800-743-5000 to schedule a relight.
  • As reminder, PG&E employees always carry their identification and are always willing to show it to you. Customers should always ask to see valid identification before allowing anyone claiming to be a PG&E representative inside their home. If a person claiming to be a PG&E employee has identification and you still feel uncomfortable, call PG&E’s customer service line at 1-800-743-5000 to verify PG&E's presence in the community.

Gas Restoration

Gas restoration is complete for customers who were available to provide access for PG&E's technicians. If you return to your property and do not have gas service, please call PG&E at 1-800-743-5000. We will work to relight your service as quickly as possible.

Learn more about gas safety



Support for Customers Affected by the October 2017 Northern California Wildfires

PG&E will work with customers affected by the wildfires by providing payment and credit arrangements as necessary, supporting rebuilding with a dedicated Service Planning & Design team, managing wood debris and more.


PG&E Billing and Credit Support for Wildfire-Impacted Customers


At PG&E our first commitment is to our customers and communities that have been impacted by these extraordinary wildfires.

  • As part of that commitment, we are offering billing and credit relief for customers who lost their home or business in the October 2017 wildfires.
  • PG&E has suspended bills since the start of the wildfires for customers who lost their homes or businesses.
  • For these customers, PG&E will bring their balance to zero for the PG&E energy charges associated with their lost locations.
  • For customers who receive their energy from a third-party, we are working closely with their provider to address their energy charges and will continue to communicate with customers as more information becomes available.
  • For customers who lost their home or business and have established service at a temporary residence, their energy bills may be held for their temporary home because PG&E energy bills are tied to the customer, not the address. This helps to ensure no customer who has lost a home or business receives a bill for the property that was destroyed.
  • PG&E is attempting to reach customers as it prepares to send bills for their temporary residence and will offer flexible payment plans to these customers who may receive a bill with several-months charges.
  • We will take no credit action on customers who have lost their home through the end of 2018.
  • PG&E is supporting customers directly impacted by the fires through the end of 2018 by providing gas and electric service, regardless of ability to pay.


In order to support low-income customers affected by the October 2017 Northern California Wildfires, PG&E has taken the following actions:

  • Extended eligibility for our low-income discount program – California Alternative Rates for Energy (CARE) – in impacted counties by freezing post or high usage enrollment verification requests. CARE eligibility will be extended until December 31, 2018.
  • Contacted nine Community Outreach Contractors, the community-based organizations who assist in enrolling hard-to-reach low-income customers onto CARE, in impacted counties to help better inform customers of these eligibility changes.
  • Partnered with The Salvation Army, the administrator of the PG&E- and customer-funded emergency assistance program for low-income customers – Relief for Energy Assistance through Community Help (REACH) – to increase the assistance limit amount from $300 to $600 for customers whose homes were destroyed in the wildfires. REACH funds will be made available for customers whose homes were destroyed at this new cap amount until funds are depleted.


Service Planning & Design


PG&E has set up a dedicated team within our Service Planning & Design department to work directly with customers impacted by the wildfires.

  • Each customer within the fire-damage zones designated by CAL FIRE who needs new or changed service from PG&E will be assigned a designated PG&E representative to have a single point of contact.
  • This will provide a consistent, streamlined rebuilding process in Napa, Lake, Sonoma and Mendocino counties.
  • Customers can visit PG&E’s dedicated Customer Connections website, at pge.com/cco, where new service installations, temporary construction power or other services can be initiated and tracked.
  • Modified qualification requirements for the Energy Savings Assistance Program through December 31, 2018 by allowing customers to self-certify they meet income qualifications if the customer lives in the impacted counties and they meet one of the following scenarios:
    • The customer states that they lost documentation necessary for income verification as a result of the wildfires.
    • The customer states that individuals displaced by the wildfires reside in the household.


Wildfire Wood Management Program


To support communities recovering from the wildfires, PG&E is offering its customers assistance in cutting down and hauling away larger wood from their property at no cost.

  • Customers can now request wood removal for qualifying hazard trees PG&E cuts down near its power lines to help ensure public safety and protect its electric and gas infrastructure.
  • The Wildfire Wood Management Program is designed to assist customers in recovery by removing large wood.
  • In order to qualify:
    • Wood must be easily accessible by equipment or machinery
    • Be larger than four inches in diameter and six feet long
    • And, wood must be within 50 feet of a permanent structure or have the ability to impede traffic, roll into roads, road drainage structures or watercourses
  • Customers who would like to opt-in can call 1-800-743-5000 to schedule an inspection.
  • The opt-in program ends February 28.


No-Cost Installation and Removal of Temporary Electric Service

  • PG&E has made available no-cost installation and removal of temporary electric service to eligible customers rebuilding after the devastating October 2017 wildfires.
  • Adding to PG&E's existing support for affected customers, this effort aims to assist customers who have lost their homes and businesses.
  • Through December 31, 2018, PG&E will provide no-cost installation and removal of temporary electric service for customers' rebuilding efforts across Butte, Lake, Mendocino, Napa, Nevada, Solano, Sonoma and Yuba counties.
  • Customers should call PG&E's Building Renovation Service Center at 1-877-743-7782 as they create their rebuilding plans to confirm eligibility and initiate the process with PG&E.


If you have questions

We understand that billing is the last thing on our customers’ minds when they’re dealing with disasters. We are here to answer your questions. We are committed to work closely with our customers to help file claims and recover losses during this time.


To stop service, make payment arrangements, file claims or if you have questions about your bill please call us at 1-800-743-5000.