Bill Calculation Service FAQ
Learn about the Bill Calculation Service for mobile home park owners
This page provides answers to frequently asked questions (FAQ) about our Bill Calculation Service for mobile home park owners.
View FAQ about the service
When can I submit my tenant billing information and have PG&E calculate my tenant bills?
You can submit the starting and ending meter reads for your tenants at any time, as long as your tenant billing period does not exceed 33 days.
What fees does PG&E charge me for this service, and how am I invoiced?
The cost is $0.27 per tenant, whether we calculate a gas bill, an electric bill or both for the tenant. If you discover a mistake after you submit a request to calculate a bill, then you can correct the mistake and resubmit a new request at a cost of $0.27 for each tenant bill that we must recalculate. We’ll send you an invoice by mail for our services.
How do you determine how much to bill my tenants?
During your enrollment in the service, you must provide specific data about the location of your mobile home park, including the property address, baseline territory and elevation. Then, you input your tenants’ specific information, including whether they are all-electric customers, any medical baseline or low-income discounts and their meter readings. From this information, we calculate their bills using our E-1 or G-1 rate schedule.
You request the elevation of my mobile home park during my account setup. Why do you need this value, and how can I obtain it?
The heat content of gas depends on the pressure at which we deliver it. The absolute pressure at which we deliver the gas depends on the altitude at which we supply it to your property. We need the altitude of your property to calculate your tenants' gas bills correctly. You can determine your elevation from topographic maps, county records or property deeds.
What is the procedure for answering a tenant’s question or resolving a dispute about the bill?
The mobile home park owner is responsible for ensuring the accuracy of the data provided to us. This information includes, but is not limited to, meter reads, tenant end-use designations, property elevation, baseline territory code and tenant medical or low-income discounts. The mobile home park owner is also responsible for confirming that the tenant metering is accurate. After those items are verified, we’re responsible for answering tenant questions about rate schedules and how the bill is calculated. If no resolution follows this procedure, we inform the tenant that a complaint can be submitted to the Consumer Affairs Branch of the California Public Utilities Commission (CPUC).
Who can help me with questions about the forms I need to complete during enrollment or tenant setup?
After I submit a request to bill a tenant, how long does PG&E take to produce the tenant's bill and send it to me?
We typically take two business days to return a tenant's bill to the owner.
Does the account number/meter number apply to the master meters?
Yes, the account number/meter number applies to the master meters at the mobile home park. If you have a master electric meter and a master gas meter on your premises, enter either the electric account/meter number pair or the gas account/meter number pair. You can enroll for gas and electric billing at the same time.
What if I need to bill tenants for periods more than 33 days?
You must request two bills: one bill for zero to 33 days and one bill for 34 days to the end-read date.
If the California Public Utilities Commission orders refunds to customers, how is this amount determined and communicated to mobile home park owners?
PG&E provides the mobile home park owners with instructions on how to allocate refunds or credits to their sub-metered tenants. Mobile home park owners subscribing to PG&E Bill Calculation Service shall request and pay for PG&E to calculate applicable tenant refunds or credits resulting from California Public Utilities Commission (CPUC) orders. Tenant refund or credit calculations must be performed manually outside of the PG&E billing system. The cost of providing manual refund and credit calculations is tracked separately and billed directly to the mobile home park owner selecting this additional service.
Am I required to use the Bill Calculation Service for a specified amount of time?
Yes, you are required to use this service for a minimum of 12 months.
How can I update my login information?
Click the My Profile link. You can update your name, password, security question and the email address to which tenant bills are sent. Your updated information is effective on your next login to the Mobile Home Park Bill Calculation Service.
PLEASE NOTE: Updating your information as described previously does not change your customer service online (CSOL) login information. If you must change other information, such as the billing address where our service charges are sent, you must completely re-enroll in the service.
Is there a limit to how long I can work online with enrollment, such as entering tenants and tenant usage information, before my session times out?
You have a maximum total of two hours to complete your session after you log in. If you work on a large billing request after you complete your enrollment, you can continue to add tenants up to the two-hour limit. If you approach the two-hour limit and aren’t finished with adding tenants, then log out, log back in and then resume your work.
You have 60 minutes to input meter reads before you submit them. After 60 minutes, your session times out, and you could lose all the meter reads that you’ve entered. You can submit a partial list and continue with entries. If you submit duplicate reads, you receive two sets of bill calculations, but you don’t lose any data.
If you submit meter reads as you approach the two-hour limit, submit what you’ve entered thus far, log out, log back in and then continue entering meter reads.