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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.
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.