About the wildfires in Northern California

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Safety Tips When Returning Home

Support for Affected Customers

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Gas Restoration and Relight Process

Gas Restoration updates for your neighborhood

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Electric Restoration Process


  • 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 Disaster Billing and Credit Policy

In activating this policy in response to the October 2017 Northern California Wildfires, PG&E has taken the following action to assist affected customers and communities:

  • PG&E has a comprehensive disaster billing and credit policy in place that temporarily creates a billing hold, stopping bills during and after a disaster. Under this policy, PG&E has suspended bills for those who have lost their homes or businesses in the fires.
  • PG&E will offer deposit relief for customers who lost their homes by returning deposits on accounts, if applicable, and will not charge a new deposit for up to one year.
  • PG&E will protect customers from collections action for one year, if the customer has a loss of property.
  • Continued working with customers to provide flexible, reasonable payment arrangements.

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) – by 12 months in impacted counties. Approximately 42,000 customers will have their CARE eligibility extended into 2019.
  • Frozen all standard and high-usage reviews for CARE program eligibility in impacted counties until at least the end of the year, and potentially longer as warranted.
  • 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 for the next 12 months for impacted customers.

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.

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.

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.