{"id":"pge","page":"https://escalate.alexgaoth.com/#/c/pge","html":"https://escalate.alexgaoth.com/c/pge/","generated":"2026-10-15","company":{"id":"pge","name":"Pacific Gas and Electric Company","aliases":["PG&E","PGE","Pacific Gas & Electric"],"sector":"utility","parent":"PG&E Corporation","website":"https://www.pge.com","account_url":"https://myaccount.pge.com/myaccount/s/login","notes":"Electric and gas utility for northern and central California. Regulated by the California Public Utilities Commission (CPUC); billing complaints that PG&E does not resolve go to the CPUC Consumer Affairs Branch. PG&E publishes two general customer service numbers: 1-877-660-6789 (contact page, billing pages) and 1-800-743-5000 (claims page, help center). Residential nonpayment rules in Electric Rule 11 were revised effective December 17, 2025.","channels":[{"id":"customer-service-phone","type":"phone","label":"Residential customer service (English)","value":"+1-877-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.; 24-hour automated and emergency service at other times","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"customer-service-spanish-phone","type":"phone","label":"Residential customer service (Spanish)","value":"+1-800-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.","source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"customer-service-alt-phone","type":"phone","label":"PG&E customer service (number used on the claims page and help center; also for downed powerlines after 911)","value":"+1-800-743-5000","purposes":["billing_error","poor_service"],"notes":"The claims page says billing and solar issues are not handled as claims and directs them to this number.","source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Business customer service","value":"+1-800-468-4743","hours":"Mon-Fri 7 a.m.-6 p.m.","source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"outage-phone","type":"phone","label":"24-hour Power Outage Information Line (1-800-PGE-5002)","value":"+1-800-743-5002","hours":"24/7","purposes":["service_outage"],"source":"https://www.pge.com/en/contact-us/report-an-emergency.html","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Gas leak or downed powerline (call 911 first, then PG&E)","value":"+1-877-660-6789","hours":"24/7","notes":"The emergency page says: if you smell gas, leave the area and call 911; for downed powerlines, stay away and call 911. Then call PG&E. The page lists 1-877-660-6789 (24-hour Customer Service Line) and 1-800-743-5000.","source":"https://www.pge.com/en/contact-us/report-an-emergency.html","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"View or report an outage online","value":"https://www.pge.com/outages","purposes":["service_outage"],"access":"open","source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"Online claim form (property damage, food spoilage, business loss, injury)","value":"https://claims.ss.pge.com/","purposes":["service_outage"],"access":"open","notes":"Do not file both an online and a paper claim. Email supporting documents to ClaimDocs@pge.com with the claim number in the subject line.","source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"Law Claims Department (paper or emailed claim form 62-1444)","value":"lawclaims@pge.com","purposes":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Law Claims Department by mail","value":"Pacific Gas and Electric Company, Attn: Law Claims Department, 300 Lakeside Drive, Oakland, CA 94612","purposes":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Claims phone","value":"+1-415-973-4548","purposes":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Correspondence Management Center (written complaints)","value":"PG&E Correspondence Management Center, P.O. Box 997310, Sacramento, CA 95899-7310","purposes":["billing_error","poor_service"],"notes":"The help center article \"How can I submit a complaint?\" lists this address for complaints about employees and says other complaints go to 1-800-743-5000. The article page renders only with JavaScript.","source":"https://help.pge.com/s/article/How-can-I-submit-a-complaint?language=en_US","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Payment plan or due date extension (My Account > Payment Arrangements)","value":"https://www.pge.com/en/account/billing-and-assistance/pay-my-bill/payment-plan-and-due-date-extension.html","purposes":["disconnection"],"access":"login","notes":"Also by phone at 1-877-660-6789. Online setup is not available with an active payment plan, recurring payment plan, AMP or Budget Billing.","source":"https://www.pge.com/en/account/billing-and-assistance/pay-my-bill/payment-plan-and-due-date-extension.html","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Financial assistance programs (CARE, FERA, REACH, LIHEAP, AMP, Match My Payment)","value":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance.html","purposes":["disconnection"],"access":"open","source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance.html","last_verified":"2026-10-12"},{"id":"medical-baseline","type":"web_form","label":"Medical Baseline Program online application","value":"https://www.pge.com/mblapp","purposes":["disconnection"],"access":"open","notes":"Paper form: Part A by the customer, Part B by the medical practitioner; mail to PG&E Billing Center Medical Baseline, P.O. Box 8329, Stockton, CA 95208, or email MBLApplications@pge.com within 90 days of the practitioner's signature.","source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance/medical-baseline-program.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","channel":"complaint-mail"},{"rung":"state_agency","agency_kind":"utility_commission","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch. PG&E's help center says billing disputes that PG&E staff cannot resolve go to the CPUC."},{"rung":"state_agency","agency_kind":"attorney_general","note":"California Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Ask PG&E to investigate the bill within five days so service stays on; ask for a meter test if usage looks wrong; take an unresolved dispute to the CPUC.","evidence":["the disputed bill","previous bills for comparison","meter photos with dates","notes of calls with reference numbers"],"steps":[{"do":"Call PG&E, say you dispute the bill and ask for a bill investigation. Do this within five days of receiving the bill to keep the disconnection hold. Keep paying bills that are not in dispute.","channel":"customer-service-phone"},{"do":"If the bill is based on an estimated read or usage looks too high, ask PG&E to test the meter (five working days' notice).","channel":"customer-service-phone"},{"do":"If PG&E says the bill is correct and you disagree, file a complaint with the CPUC Consumer Affairs Branch. You may deposit the disputed amount with the CPUC instead of paying PG&E; a residential customer who cannot pay the full amount does not have to deposit it."}],"facts":[{"kind":"policy","claim":"PG&E will not terminate residential service when the customer has started a complaint or asked for an investigation within five days of receiving a disputed bill, until the customer has had a review by PG&E or the CPUC. The customer must keep paying undisputed bills.","issues":["billing_error","disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"In place of paying a disputed bill, the customer may deposit the amount PG&E claims with the California Public Utilities Commission, with the bill and a statement of the basis for the dispute. A residential customer unable to pay the full disputed amount is not required to deposit it during Commission review.","issues":["billing_error"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_10.pdf","last_verified":"2026-10-12"},{"kind":"fee","claim":"A customer may require PG&E to test the electric meter on not less than five working days' notice. There is no charge, except a deposit of $1.00 to $5.00 per meter when a customer whose average monthly bill is under $150 asks within six months of installation or more often than once every six months; the deposit is returned if the meter is more than two percent fast or slow.","issues":["billing_error"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_17.pdf","last_verified":"2026-10-12"},{"kind":"compensation","claim":"If a residential meter registers more than two percent fast, PG&E refunds the overcharge for up to three years (or only the months of the error if shorter). If it is more than 25 percent slow, PG&E may back-bill up to three months.","issues":["billing_error"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_17.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Estimated bills are treated as a \"billing error\" under Rule 17.1 unless the estimate was caused by access problems, the customer, or a natural or man-made disaster.","issues":["billing_error"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_17.pdf","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Ask for the 24-month payment plan and enroll in assistance programs; PG&E cannot disconnect in forecast extreme heat or cold, on weekends or holidays, or while a LIHEAP pledge is pending.","evidence":["15-day or 48-hour notice","account balance","Medical Baseline or LIHEAP documents"],"steps":[{"do":"Call PG&E before the date on the notice. Say you cannot pay and ask for a 24-month payment arrangement, or set up a plan or extension online.","channel":"payment-arrangement"},{"do":"Ask PG&E to enroll you in every benefit program you qualify for (CARE, FERA, AMP) and apply for REACH or LIHEAP help.","channel":"payment-assistance"},{"do":"If someone in the home has a qualifying medical condition or device, apply for Medical Baseline.","channel":"medical-baseline"},{"do":"If you and PG&E cannot agree on payment arrangements, write to the CPUC Consumer Affairs Branch before the shutoff date."}],"facts":[{"kind":"deadline","claim":"A residential bill is past due if not paid within 19 days after it is mailed. PG&E then mails a 15-day notice, then a 48-hour notice, and makes a reasonable attempt to contact an adult by phone or in person at least 24 hours before shutoff.","issues":["disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_8.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E must offer a 24-month payment arrangement to a residential customer who says they cannot pay, and will not disconnect a customer who is current on the 24-month plan and on monthly bills.","issues":["disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Residential service is not disconnected when PG&E forecasts temperatures above 100 degrees or below 32 degrees in a 72-hour look-ahead period, or on Saturdays, Sundays, legal holidays or when PG&E offices are closed.","issues":["disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E does not disconnect a customer with a pending LIHEAP pledge, and must first offer to enroll eligible customers in all applicable PG&E benefit programs.","issues":["disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E must visit Medical Baseline, Life Support or self-certified seriously ill customers in person within the 48 hours before, or at the time of, disconnection, and offer pay-by-phone or a 48-hour courtesy extension.","issues":["disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Residential customers disconnected for the first time on or after December 17, 2025 have service restored when they agree to a payment plan for the balance. Restoration is within 24 hours of payment for remote reconnections or one business day for field reconnections.","issues":["disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf","last_verified":"2026-10-12"},{"kind":"compensation","claim":"REACH gives up to $800 toward a past-due bill after a disconnection notice; LIHEAP up to $1,000; the Arrearage Management Plan forgives up to $8,000 of debt for customers enrolled in CARE or FERA.","issues":["disconnection"],"source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance.html","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage; PG&E pays an automatic Safety Net payment after 48+ hours in a severe storm, and otherwise pays claims only where it was at fault.","evidence":["outage dates and times","itemized list of spoiled food with costs","receipts","photos","repair invoices"],"steps":[{"do":"Report the outage online or by phone and note the outage times.","channel":"outage-report-online"},{"do":"For a loss you believe PG&E caused, file one claim per incident online, with itemized receipts and photos. Do not also file a paper claim.","channel":"claims-form"},{"do":"For a storm outage of 48 or more hours, do not file a claim; the Safety Net payment is automatic."}],"facts":[{"kind":"compensation","claim":"Residential customers without power for 48 consecutive hours or more because of severe storm conditions may get an automatic Safety Net payment of $25-100, paid about 60 days after the storm outage. Do not submit a claim form for it.","issues":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E evaluates claims based on negligence and says it is not responsible for outages, food loss or damage from forces outside its control, including weather and grid-operator curtailments.","issues":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Food spoilage claims are paid only if submitted and resolved within one year of the incident. Tangible property damage claims have a three-year limit; personal injury and business interruption claims two years.","issues":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"kind":"process","claim":"PG&E's goal is to decide a claim within 30 days of receipt; complex claims or requests for more information can take longer.","issues":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"PG&E may not charge residential credit deposits for new service; nonresidential deposits are refunded at closing or after 12 months of good payment.","evidence":["deposit receipt","final bill","account closure date"],"steps":[{"do":"Ask PG&E to refund the deposit, or the part above unpaid bills, after service ends or after 12 months of on-time payment.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"Under CPUC Decision 20-06-003, PG&E is prohibited from requiring residential customers to pay establishment-of-credit deposits for new service.","issues":["deposit_refund"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_7.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"When service ends, PG&E refunds the deposit or the part above unpaid bills. PG&E reviews accounts after 12 months and refunds the deposit if the customer had no more than two past-due bills and no disconnection for nonpayment in that period. Interest is paid at the 3-month prime commercial paper rate.","issues":["deposit_refund"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_7.pdf","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"A payment plan splits an existing balance into monthly payments and cannot be changed once set up; a due date extension moves the due date up to 30 days. Both can be set up online or at 1-877-660-6789.","issues":["disconnection"],"source":"https://www.pge.com/en/account/billing-and-assistance/pay-my-bill/payment-plan-and-due-date-extension.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Medical Baseline eligibility is based on a qualifying medical condition or device, not income. It gives about 500 kWh of electricity and/or 25 therms of gas per month at the lowest price and extra alerts before a Public Safety Power Shutoff.","issues":["disconnection"],"source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance/medical-baseline-program.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Medical Baseline customers with non-permanent conditions must recertify every two years with a medical practitioner's signature; permanent conditions self-certify every four years.","issues":["disconnection"],"source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance/medical-baseline-program.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Customers who do not qualify for Medical Baseline but whose health or safety would be at risk can set Self-Identified Vulnerable status in My Account. It gives extra notice before a nonpayment shutoff and lasts one year.","issues":["disconnection"],"source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance/vulnerable-customer-status.html","last_verified":"2026-10-12"}],"known_blockers":["help.pge.com articles render only with JavaScript.","Online payment arrangements, Self-Identified Vulnerable status and outage claims tracking need a My Account sign-in.","The Medical Baseline application needs a medical practitioner to complete Part B."],"official_domains":["pge.com"],"security":{"never_asks":[{"kind":"policy","claim":"PG&E says it will never ask for your financial information over the phone.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will never request payment by gift card, MoneyPak card or payment apps such as Venmo or Zelle.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will never threaten to shut off power within the hour unless you make an immediate payment, and never asks business customers for an immediate payment with a prepaid cash card over the phone or in person.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will not call to ask for personal information when a power shutoff is about to happen, and its representatives will never call to sell a product or service.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof caller ID so the call shows a real PG&E number, such as 1-800-743-5000, then ask for sensitive information or access to the home.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers say a refund, discount or federal tax refund is owed, or that a past-due balance must be paid now.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers pose as vendors that offer energy-usage insights and ask for the PG&E account number, login or Social Security number. PG&E says vendors do not need this information to get usage data.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake emails, some that look like PG&E bills, carry links or come from spoofed senders. PG&E says most of its emails come from addresses that end in pge.com (for example em.pge.com, myacct.pge.com, notifications.pge.com).","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"People come to the door claiming to be from PG&E, often offering a gas inspection. PG&E employees always carry ID and will show it.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"scam-line","type":"phone","label":"Report an in-person scam or verify a PG&E caller or visitor (1-833-500-SCAM)","value":"+1-833-500-7226","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"id":"scam-email","type":"email","label":"Report a scam email to PG&E","value":"ScamReporting@pge.com","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"id":"scam-call-form","type":"web_form","label":"Report a scam call to PG&E","value":"https://forms.office.com/r/KiUQWWUH8P","notes":"A Microsoft Forms page linked from PG&E's scams page, so the domain is not pge.com.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"pge","name":"Pacific Gas and Electric Company","sector":"utility","website":"https://www.pge.com","account_url":"https://myaccount.pge.com/myaccount/s/login"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Ask PG&E to investigate the bill within five days so service stays on; ask for a meter test if usage looks wrong; take an unresolved dispute to the CPUC.","evidence":["the disputed bill","previous bills for comparison","meter photos with dates","notes of calls with reference numbers"],"steps":[{"do":"Call PG&E, say you dispute the bill and ask for a bill investigation. Do this within five days of receiving the bill to keep the disconnection hold. Keep paying bills that are not in dispute.","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service (English)","value":"+1-877-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.; 24-hour automated and emergency service at other times","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"}},{"do":"If the bill is based on an estimated read or usage looks too high, ask PG&E to test the meter (five working days' notice).","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service (English)","value":"+1-877-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.; 24-hour automated and emergency service at other times","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"}},{"do":"If PG&E says the bill is correct and you disagree, file a complaint with the CPUC Consumer Affairs Branch. You may deposit the disputed amount with the CPUC instead of paying PG&E; a residential customer who cannot pay the full amount does not have to deposit it."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Residential customer service (English)","value":"+1-877-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.; 24-hour automated and emergency service at other times","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"customer-service-spanish-phone","type":"phone","label":"Residential customer service (Spanish)","value":"+1-800-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.","source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"customer-service-alt-phone","type":"phone","label":"PG&E customer service (number used on the claims page and help center; also for downed powerlines after 911)","value":"+1-800-743-5000","purposes":["billing_error","poor_service"],"notes":"The claims page says billing and solar issues are not handled as claims and directs them to this number.","source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Business customer service","value":"+1-800-468-4743","hours":"Mon-Fri 7 a.m.-6 p.m.","source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Gas leak or downed powerline (call 911 first, then PG&E)","value":"+1-877-660-6789","hours":"24/7","notes":"The emergency page says: if you smell gas, leave the area and call 911; for downed powerlines, stay away and call 911. Then call PG&E. The page lists 1-877-660-6789 (24-hour Customer Service Line) and 1-800-743-5000.","source":"https://www.pge.com/en/contact-us/report-an-emergency.html","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Correspondence Management Center (written complaints)","value":"PG&E Correspondence Management Center, P.O. Box 997310, Sacramento, CA 95899-7310","purposes":["billing_error","poor_service"],"notes":"The help center article \"How can I submit a complaint?\" lists this address for complaints about employees and says other complaints go to 1-800-743-5000. The article page renders only with JavaScript.","source":"https://help.pge.com/s/article/How-can-I-submit-a-complaint?language=en_US","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"PG&E will not terminate residential service when the customer has started a complaint or asked for an investigation within five days of receiving a disputed bill, until the customer has had a review by PG&E or the CPUC. The customer must keep paying undisputed bills.","issues":["billing_error","disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"In place of paying a disputed bill, the customer may deposit the amount PG&E claims with the California Public Utilities Commission, with the bill and a statement of the basis for the dispute. A residential customer unable to pay the full disputed amount is not required to deposit it during Commission review.","issues":["billing_error"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_10.pdf","last_verified":"2026-10-12"},{"kind":"fee","claim":"A customer may require PG&E to test the electric meter on not less than five working days' notice. There is no charge, except a deposit of $1.00 to $5.00 per meter when a customer whose average monthly bill is under $150 asks within six months of installation or more often than once every six months; the deposit is returned if the meter is more than two percent fast or slow.","issues":["billing_error"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_17.pdf","last_verified":"2026-10-12"},{"kind":"compensation","claim":"If a residential meter registers more than two percent fast, PG&E refunds the overcharge for up to three years (or only the months of the error if shorter). If it is more than 25 percent slow, PG&E may back-bill up to three months.","issues":["billing_error"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_17.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Estimated bills are treated as a \"billing error\" under Rule 17.1 unless the estimate was caused by access problems, the customer, or a natural or man-made disaster.","issues":["billing_error"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_17.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service (English)","value":"+1-877-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.; 24-hour automated and emergency service at other times","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"complaint-mail","type":"mail","label":"Correspondence Management Center (written complaints)","value":"PG&E Correspondence Management Center, P.O. Box 997310, Sacramento, CA 95899-7310","purposes":["billing_error","poor_service"],"notes":"The help center article \"How can I submit a complaint?\" lists this address for complaints about employees and says other complaints go to 1-800-743-5000. The article page renders only with JavaScript.","source":"https://help.pge.com/s/article/How-can-I-submit-a-complaint?language=en_US","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch. PG&E's help center says billing disputes that PG&E staff cannot resolve go to the CPUC.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"California Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["help.pge.com articles render only with JavaScript.","Online payment arrangements, Self-Identified Vulnerable status and outage claims tracking need a My Account sign-in.","The Medical Baseline application needs a medical practitioner to complete Part B."],"security":{"official_domains":["pge.com"],"never_asks":[{"kind":"policy","claim":"PG&E says it will never ask for your financial information over the phone.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will never request payment by gift card, MoneyPak card or payment apps such as Venmo or Zelle.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will never threaten to shut off power within the hour unless you make an immediate payment, and never asks business customers for an immediate payment with a prepaid cash card over the phone or in person.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will not call to ask for personal information when a power shutoff is about to happen, and its representatives will never call to sell a product or service.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof caller ID so the call shows a real PG&E number, such as 1-800-743-5000, then ask for sensitive information or access to the home.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers say a refund, discount or federal tax refund is owed, or that a past-due balance must be paid now.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers pose as vendors that offer energy-usage insights and ask for the PG&E account number, login or Social Security number. PG&E says vendors do not need this information to get usage data.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake emails, some that look like PG&E bills, carry links or come from spoofed senders. PG&E says most of its emails come from addresses that end in pge.com (for example em.pge.com, myacct.pge.com, notifications.pge.com).","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"People come to the door claiming to be from PG&E, often offering a gas inspection. PG&E employees always carry ID and will show it.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"scam-line","type":"phone","label":"Report an in-person scam or verify a PG&E caller or visitor (1-833-500-SCAM)","value":"+1-833-500-7226","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"id":"scam-email","type":"email","label":"Report a scam email to PG&E","value":"ScamReporting@pge.com","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"id":"scam-call-form","type":"web_form","label":"Report a scam call to PG&E","value":"https://forms.office.com/r/KiUQWWUH8P","notes":"A Microsoft Forms page linked from PG&E's scams page, so the domain is not pge.com.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":67},"verified_from":{"page":49},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 67 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and gas utility for northern and central California. Regulated by the California Public Utilities Commission (CPUC); billing complaints that PG&E does not resolve go to the CPUC Consumer Affairs Branch. PG&E publishes two general customer service numbers: 1-877-660-6789 (contact page, billing pages) and 1-800-743-5000 (claims page, help center). Residential nonpayment rules in Electric Rule 11 were revised effective December 17, 2025.","warnings":[]},"disconnection":{"company":{"id":"pge","name":"Pacific Gas and Electric Company","sector":"utility","website":"https://www.pge.com","account_url":"https://myaccount.pge.com/myaccount/s/login"},"issue":{"id":"disconnection","name":"Disconnection notice"},"playbook_source":"company","summary":"Ask for the 24-month payment plan and enroll in assistance programs; PG&E cannot disconnect in forecast extreme heat or cold, on weekends or holidays, or while a LIHEAP pledge is pending.","evidence":["15-day or 48-hour notice","account balance","Medical Baseline or LIHEAP documents"],"steps":[{"do":"Call PG&E before the date on the notice. Say you cannot pay and ask for a 24-month payment arrangement, or set up a plan or extension online.","channel":{"id":"payment-arrangement","type":"portal","label":"Payment plan or due date extension (My Account > Payment Arrangements)","value":"https://www.pge.com/en/account/billing-and-assistance/pay-my-bill/payment-plan-and-due-date-extension.html","purposes":["disconnection"],"access":"login","notes":"Also by phone at 1-877-660-6789. Online setup is not available with an active payment plan, recurring payment plan, AMP or Budget Billing.","source":"https://www.pge.com/en/account/billing-and-assistance/pay-my-bill/payment-plan-and-due-date-extension.html","last_verified":"2026-10-12"}},{"do":"Ask PG&E to enroll you in every benefit program you qualify for (CARE, FERA, AMP) and apply for REACH or LIHEAP help.","channel":{"id":"payment-assistance","type":"web_form","label":"Financial assistance programs (CARE, FERA, REACH, LIHEAP, AMP, Match My Payment)","value":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance.html","purposes":["disconnection"],"access":"open","source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance.html","last_verified":"2026-10-12"}},{"do":"If someone in the home has a qualifying medical condition or device, apply for Medical Baseline.","channel":{"id":"medical-baseline","type":"web_form","label":"Medical Baseline Program online application","value":"https://www.pge.com/mblapp","purposes":["disconnection"],"access":"open","notes":"Paper form: Part A by the customer, Part B by the medical practitioner; mail to PG&E Billing Center Medical Baseline, P.O. Box 8329, Stockton, CA 95208, or email MBLApplications@pge.com within 90 days of the practitioner's signature.","source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance/medical-baseline-program.html","last_verified":"2026-10-12"}},{"do":"If you and PG&E cannot agree on payment arrangements, write to the CPUC Consumer Affairs Branch before the shutoff date."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Residential customer service (English)","value":"+1-877-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.; 24-hour automated and emergency service at other times","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"customer-service-spanish-phone","type":"phone","label":"Residential customer service (Spanish)","value":"+1-800-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.","source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Business customer service","value":"+1-800-468-4743","hours":"Mon-Fri 7 a.m.-6 p.m.","source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Gas leak or downed powerline (call 911 first, then PG&E)","value":"+1-877-660-6789","hours":"24/7","notes":"The emergency page says: if you smell gas, leave the area and call 911; for downed powerlines, stay away and call 911. Then call PG&E. The page lists 1-877-660-6789 (24-hour Customer Service Line) and 1-800-743-5000.","source":"https://www.pge.com/en/contact-us/report-an-emergency.html","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Payment plan or due date extension (My Account > Payment Arrangements)","value":"https://www.pge.com/en/account/billing-and-assistance/pay-my-bill/payment-plan-and-due-date-extension.html","purposes":["disconnection"],"access":"login","notes":"Also by phone at 1-877-660-6789. Online setup is not available with an active payment plan, recurring payment plan, AMP or Budget Billing.","source":"https://www.pge.com/en/account/billing-and-assistance/pay-my-bill/payment-plan-and-due-date-extension.html","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Financial assistance programs (CARE, FERA, REACH, LIHEAP, AMP, Match My Payment)","value":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance.html","purposes":["disconnection"],"access":"open","source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance.html","last_verified":"2026-10-12"},{"id":"medical-baseline","type":"web_form","label":"Medical Baseline Program online application","value":"https://www.pge.com/mblapp","purposes":["disconnection"],"access":"open","notes":"Paper form: Part A by the customer, Part B by the medical practitioner; mail to PG&E Billing Center Medical Baseline, P.O. Box 8329, Stockton, CA 95208, or email MBLApplications@pge.com within 90 days of the practitioner's signature.","source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance/medical-baseline-program.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"A residential bill is past due if not paid within 19 days after it is mailed. PG&E then mails a 15-day notice, then a 48-hour notice, and makes a reasonable attempt to contact an adult by phone or in person at least 24 hours before shutoff.","issues":["disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_8.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E must offer a 24-month payment arrangement to a residential customer who says they cannot pay, and will not disconnect a customer who is current on the 24-month plan and on monthly bills.","issues":["disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Residential service is not disconnected when PG&E forecasts temperatures above 100 degrees or below 32 degrees in a 72-hour look-ahead period, or on Saturdays, Sundays, legal holidays or when PG&E offices are closed.","issues":["disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E does not disconnect a customer with a pending LIHEAP pledge, and must first offer to enroll eligible customers in all applicable PG&E benefit programs.","issues":["disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E must visit Medical Baseline, Life Support or self-certified seriously ill customers in person within the 48 hours before, or at the time of, disconnection, and offer pay-by-phone or a 48-hour courtesy extension.","issues":["disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Residential customers disconnected for the first time on or after December 17, 2025 have service restored when they agree to a payment plan for the balance. Restoration is within 24 hours of payment for remote reconnections or one business day for field reconnections.","issues":["disconnection"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf","last_verified":"2026-10-12"},{"kind":"compensation","claim":"REACH gives up to $800 toward a past-due bill after a disconnection notice; LIHEAP up to $1,000; the Arrearage Management Plan forgives up to $8,000 of debt for customers enrolled in CARE or FERA.","issues":["disconnection"],"source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance.html","last_verified":"2026-10-12"},{"kind":"process","claim":"A payment plan splits an existing balance into monthly payments and cannot be changed once set up; a due date extension moves the due date up to 30 days. Both can be set up online or at 1-877-660-6789.","issues":["disconnection"],"source":"https://www.pge.com/en/account/billing-and-assistance/pay-my-bill/payment-plan-and-due-date-extension.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Medical Baseline eligibility is based on a qualifying medical condition or device, not income. It gives about 500 kWh of electricity and/or 25 therms of gas per month at the lowest price and extra alerts before a Public Safety Power Shutoff.","issues":["disconnection"],"source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance/medical-baseline-program.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Medical Baseline customers with non-permanent conditions must recertify every two years with a medical practitioner's signature; permanent conditions self-certify every four years.","issues":["disconnection"],"source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance/medical-baseline-program.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Customers who do not qualify for Medical Baseline but whose health or safety would be at risk can set Self-Identified Vulnerable status in My Account. It gives extra notice before a nonpayment shutoff and lasts one year.","issues":["disconnection"],"source":"https://www.pge.com/en/account/billing-and-assistance/financial-assistance/vulnerable-customer-status.html","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service (English)","value":"+1-877-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.; 24-hour automated and emergency service at other times","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"complaint-mail","type":"mail","label":"Correspondence Management Center (written complaints)","value":"PG&E Correspondence Management Center, P.O. Box 997310, Sacramento, CA 95899-7310","purposes":["billing_error","poor_service"],"notes":"The help center article \"How can I submit a complaint?\" lists this address for complaints about employees and says other complaints go to 1-800-743-5000. The article page renders only with JavaScript.","source":"https://help.pge.com/s/article/How-can-I-submit-a-complaint?language=en_US","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch. PG&E's help center says billing disputes that PG&E staff cannot resolve go to the CPUC.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"California Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["help.pge.com articles render only with JavaScript.","Online payment arrangements, Self-Identified Vulnerable status and outage claims tracking need a My Account sign-in.","The Medical Baseline application needs a medical practitioner to complete Part B."],"security":{"official_domains":["pge.com"],"never_asks":[{"kind":"policy","claim":"PG&E says it will never ask for your financial information over the phone.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will never request payment by gift card, MoneyPak card or payment apps such as Venmo or Zelle.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will never threaten to shut off power within the hour unless you make an immediate payment, and never asks business customers for an immediate payment with a prepaid cash card over the phone or in person.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will not call to ask for personal information when a power shutoff is about to happen, and its representatives will never call to sell a product or service.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof caller ID so the call shows a real PG&E number, such as 1-800-743-5000, then ask for sensitive information or access to the home.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers say a refund, discount or federal tax refund is owed, or that a past-due balance must be paid now.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers pose as vendors that offer energy-usage insights and ask for the PG&E account number, login or Social Security number. PG&E says vendors do not need this information to get usage data.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake emails, some that look like PG&E bills, carry links or come from spoofed senders. PG&E says most of its emails come from addresses that end in pge.com (for example em.pge.com, myacct.pge.com, notifications.pge.com).","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"People come to the door claiming to be from PG&E, often offering a gas inspection. PG&E employees always carry ID and will show it.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"scam-line","type":"phone","label":"Report an in-person scam or verify a PG&E caller or visitor (1-833-500-SCAM)","value":"+1-833-500-7226","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"id":"scam-email","type":"email","label":"Report a scam email to PG&E","value":"ScamReporting@pge.com","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"id":"scam-call-form","type":"web_form","label":"Report a scam call to PG&E","value":"https://forms.office.com/r/KiUQWWUH8P","notes":"A Microsoft Forms page linked from PG&E's scams page, so the domain is not pge.com.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":67},"verified_from":{"page":49},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 67 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and gas utility for northern and central California. Regulated by the California Public Utilities Commission (CPUC); billing complaints that PG&E does not resolve go to the CPUC Consumer Affairs Branch. PG&E publishes two general customer service numbers: 1-877-660-6789 (contact page, billing pages) and 1-800-743-5000 (claims page, help center). Residential nonpayment rules in Electric Rule 11 were revised effective December 17, 2025.","warnings":[]},"service_outage":{"company":{"id":"pge","name":"Pacific Gas and Electric Company","sector":"utility","website":"https://www.pge.com","account_url":"https://myaccount.pge.com/myaccount/s/login"},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Report the outage; PG&E pays an automatic Safety Net payment after 48+ hours in a severe storm, and otherwise pays claims only where it was at fault.","evidence":["outage dates and times","itemized list of spoiled food with costs","receipts","photos","repair invoices"],"steps":[{"do":"Report the outage online or by phone and note the outage times.","channel":{"id":"outage-report-online","type":"web_form","label":"View or report an outage online","value":"https://www.pge.com/outages","purposes":["service_outage"],"access":"open","source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"}},{"do":"For a loss you believe PG&E caused, file one claim per incident online, with itemized receipts and photos. Do not also file a paper claim.","channel":{"id":"claims-form","type":"web_form","label":"Online claim form (property damage, food spoilage, business loss, injury)","value":"https://claims.ss.pge.com/","purposes":["service_outage"],"access":"open","notes":"Do not file both an online and a paper claim. Email supporting documents to ClaimDocs@pge.com with the claim number in the subject line.","source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"}},{"do":"For a storm outage of 48 or more hours, do not file a claim; the Safety Net payment is automatic."}],"channels":[{"id":"customer-service-spanish-phone","type":"phone","label":"Residential customer service (Spanish)","value":"+1-800-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.","source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Business customer service","value":"+1-800-468-4743","hours":"Mon-Fri 7 a.m.-6 p.m.","source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"outage-phone","type":"phone","label":"24-hour Power Outage Information Line (1-800-PGE-5002)","value":"+1-800-743-5002","hours":"24/7","purposes":["service_outage"],"source":"https://www.pge.com/en/contact-us/report-an-emergency.html","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Gas leak or downed powerline (call 911 first, then PG&E)","value":"+1-877-660-6789","hours":"24/7","notes":"The emergency page says: if you smell gas, leave the area and call 911; for downed powerlines, stay away and call 911. Then call PG&E. The page lists 1-877-660-6789 (24-hour Customer Service Line) and 1-800-743-5000.","source":"https://www.pge.com/en/contact-us/report-an-emergency.html","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"View or report an outage online","value":"https://www.pge.com/outages","purposes":["service_outage"],"access":"open","source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"Online claim form (property damage, food spoilage, business loss, injury)","value":"https://claims.ss.pge.com/","purposes":["service_outage"],"access":"open","notes":"Do not file both an online and a paper claim. Email supporting documents to ClaimDocs@pge.com with the claim number in the subject line.","source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"Law Claims Department (paper or emailed claim form 62-1444)","value":"lawclaims@pge.com","purposes":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Law Claims Department by mail","value":"Pacific Gas and Electric Company, Attn: Law Claims Department, 300 Lakeside Drive, Oakland, CA 94612","purposes":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Claims phone","value":"+1-415-973-4548","purposes":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"Residential customers without power for 48 consecutive hours or more because of severe storm conditions may get an automatic Safety Net payment of $25-100, paid about 60 days after the storm outage. Do not submit a claim form for it.","issues":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E evaluates claims based on negligence and says it is not responsible for outages, food loss or damage from forces outside its control, including weather and grid-operator curtailments.","issues":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Food spoilage claims are paid only if submitted and resolved within one year of the incident. Tangible property damage claims have a three-year limit; personal injury and business interruption claims two years.","issues":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"},{"kind":"process","claim":"PG&E's goal is to decide a claim within 30 days of receipt; complex claims or requests for more information can take longer.","issues":["service_outage"],"source":"https://www.pge.com/en/account/customer-service/claims.html","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service (English)","value":"+1-877-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.; 24-hour automated and emergency service at other times","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"complaint-mail","type":"mail","label":"Correspondence Management Center (written complaints)","value":"PG&E Correspondence Management Center, P.O. Box 997310, Sacramento, CA 95899-7310","purposes":["billing_error","poor_service"],"notes":"The help center article \"How can I submit a complaint?\" lists this address for complaints about employees and says other complaints go to 1-800-743-5000. The article page renders only with JavaScript.","source":"https://help.pge.com/s/article/How-can-I-submit-a-complaint?language=en_US","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch. PG&E's help center says billing disputes that PG&E staff cannot resolve go to the CPUC.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"California Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["help.pge.com articles render only with JavaScript.","Online payment arrangements, Self-Identified Vulnerable status and outage claims tracking need a My Account sign-in.","The Medical Baseline application needs a medical practitioner to complete Part B."],"security":{"official_domains":["pge.com"],"never_asks":[{"kind":"policy","claim":"PG&E says it will never ask for your financial information over the phone.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will never request payment by gift card, MoneyPak card or payment apps such as Venmo or Zelle.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will never threaten to shut off power within the hour unless you make an immediate payment, and never asks business customers for an immediate payment with a prepaid cash card over the phone or in person.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will not call to ask for personal information when a power shutoff is about to happen, and its representatives will never call to sell a product or service.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof caller ID so the call shows a real PG&E number, such as 1-800-743-5000, then ask for sensitive information or access to the home.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers say a refund, discount or federal tax refund is owed, or that a past-due balance must be paid now.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers pose as vendors that offer energy-usage insights and ask for the PG&E account number, login or Social Security number. PG&E says vendors do not need this information to get usage data.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake emails, some that look like PG&E bills, carry links or come from spoofed senders. PG&E says most of its emails come from addresses that end in pge.com (for example em.pge.com, myacct.pge.com, notifications.pge.com).","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"People come to the door claiming to be from PG&E, often offering a gas inspection. PG&E employees always carry ID and will show it.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"scam-line","type":"phone","label":"Report an in-person scam or verify a PG&E caller or visitor (1-833-500-SCAM)","value":"+1-833-500-7226","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"id":"scam-email","type":"email","label":"Report a scam email to PG&E","value":"ScamReporting@pge.com","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"id":"scam-call-form","type":"web_form","label":"Report a scam call to PG&E","value":"https://forms.office.com/r/KiUQWWUH8P","notes":"A Microsoft Forms page linked from PG&E's scams page, so the domain is not pge.com.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":67},"verified_from":{"page":49},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 67 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and gas utility for northern and central California. Regulated by the California Public Utilities Commission (CPUC); billing complaints that PG&E does not resolve go to the CPUC Consumer Affairs Branch. PG&E publishes two general customer service numbers: 1-877-660-6789 (contact page, billing pages) and 1-800-743-5000 (claims page, help center). Residential nonpayment rules in Electric Rule 11 were revised effective December 17, 2025.","warnings":[]},"deposit_refund":{"company":{"id":"pge","name":"Pacific Gas and Electric Company","sector":"utility","website":"https://www.pge.com","account_url":"https://myaccount.pge.com/myaccount/s/login"},"issue":{"id":"deposit_refund","name":"Deposit not returned"},"playbook_source":"company","summary":"PG&E may not charge residential credit deposits for new service; nonresidential deposits are refunded at closing or after 12 months of good payment.","evidence":["deposit receipt","final bill","account closure date"],"steps":[{"do":"Ask PG&E to refund the deposit, or the part above unpaid bills, after service ends or after 12 months of on-time payment.","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service (English)","value":"+1-877-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.; 24-hour automated and emergency service at other times","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Residential customer service (English)","value":"+1-877-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.; 24-hour automated and emergency service at other times","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"customer-service-spanish-phone","type":"phone","label":"Residential customer service (Spanish)","value":"+1-800-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.","source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Business customer service","value":"+1-800-468-4743","hours":"Mon-Fri 7 a.m.-6 p.m.","source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Gas leak or downed powerline (call 911 first, then PG&E)","value":"+1-877-660-6789","hours":"24/7","notes":"The emergency page says: if you smell gas, leave the area and call 911; for downed powerlines, stay away and call 911. Then call PG&E. The page lists 1-877-660-6789 (24-hour Customer Service Line) and 1-800-743-5000.","source":"https://www.pge.com/en/contact-us/report-an-emergency.html","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Under CPUC Decision 20-06-003, PG&E is prohibited from requiring residential customers to pay establishment-of-credit deposits for new service.","issues":["deposit_refund"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_7.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"When service ends, PG&E refunds the deposit or the part above unpaid bills. PG&E reviews accounts after 12 months and refunds the deposit if the customer had no more than two past-due bills and no disconnection for nonpayment in that period. Interest is paid at the 3-month prime commercial paper rate.","issues":["deposit_refund"],"source":"https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_7.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service (English)","value":"+1-877-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.; 24-hour automated and emergency service at other times","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"complaint-mail","type":"mail","label":"Correspondence Management Center (written complaints)","value":"PG&E Correspondence Management Center, P.O. Box 997310, Sacramento, CA 95899-7310","purposes":["billing_error","poor_service"],"notes":"The help center article \"How can I submit a complaint?\" lists this address for complaints about employees and says other complaints go to 1-800-743-5000. The article page renders only with JavaScript.","source":"https://help.pge.com/s/article/How-can-I-submit-a-complaint?language=en_US","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch. PG&E's help center says billing disputes that PG&E staff cannot resolve go to the CPUC.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"California Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["help.pge.com articles render only with JavaScript.","Online payment arrangements, Self-Identified Vulnerable status and outage claims tracking need a My Account sign-in.","The Medical Baseline application needs a medical practitioner to complete Part B."],"security":{"official_domains":["pge.com"],"never_asks":[{"kind":"policy","claim":"PG&E says it will never ask for your financial information over the phone.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will never request payment by gift card, MoneyPak card or payment apps such as Venmo or Zelle.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will never threaten to shut off power within the hour unless you make an immediate payment, and never asks business customers for an immediate payment with a prepaid cash card over the phone or in person.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will not call to ask for personal information when a power shutoff is about to happen, and its representatives will never call to sell a product or service.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof caller ID so the call shows a real PG&E number, such as 1-800-743-5000, then ask for sensitive information or access to the home.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers say a refund, discount or federal tax refund is owed, or that a past-due balance must be paid now.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers pose as vendors that offer energy-usage insights and ask for the PG&E account number, login or Social Security number. PG&E says vendors do not need this information to get usage data.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake emails, some that look like PG&E bills, carry links or come from spoofed senders. PG&E says most of its emails come from addresses that end in pge.com (for example em.pge.com, myacct.pge.com, notifications.pge.com).","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"People come to the door claiming to be from PG&E, often offering a gas inspection. PG&E employees always carry ID and will show it.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"scam-line","type":"phone","label":"Report an in-person scam or verify a PG&E caller or visitor (1-833-500-SCAM)","value":"+1-833-500-7226","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"id":"scam-email","type":"email","label":"Report a scam email to PG&E","value":"ScamReporting@pge.com","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"id":"scam-call-form","type":"web_form","label":"Report a scam call to PG&E","value":"https://forms.office.com/r/KiUQWWUH8P","notes":"A Microsoft Forms page linked from PG&E's scams page, so the domain is not pge.com.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":67},"verified_from":{"page":49},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 67 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and gas utility for northern and central California. Regulated by the California Public Utilities Commission (CPUC); billing complaints that PG&E does not resolve go to the CPUC Consumer Affairs Branch. PG&E publishes two general customer service numbers: 1-877-660-6789 (contact page, billing pages) and 1-800-743-5000 (claims page, help center). Residential nonpayment rules in Electric Rule 11 were revised effective December 17, 2025.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service (English)","value":"+1-877-660-6789","hours":"Mon-Fri 7 a.m.-7 p.m., Sat 8 a.m.-5 p.m.; 24-hour automated and emergency service at other times","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.pge.com/en/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"complaint-mail","type":"mail","label":"Correspondence Management Center (written complaints)","value":"PG&E Correspondence Management Center, P.O. Box 997310, Sacramento, CA 95899-7310","purposes":["billing_error","poor_service"],"notes":"The help center article \"How can I submit a complaint?\" lists this address for complaints about employees and says other complaints go to 1-800-743-5000. The article page renders only with JavaScript.","source":"https://help.pge.com/s/article/How-can-I-submit-a-complaint?language=en_US","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch. PG&E's help center says billing disputes that PG&E staff cannot resolve go to the CPUC.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"California Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["pge.com"],"never_asks":[{"kind":"policy","claim":"PG&E says it will never ask for your financial information over the phone.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will never request payment by gift card, MoneyPak card or payment apps such as Venmo or Zelle.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will never threaten to shut off power within the hour unless you make an immediate payment, and never asks business customers for an immediate payment with a prepaid cash card over the phone or in person.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PG&E says it will not call to ask for personal information when a power shutoff is about to happen, and its representatives will never call to sell a product or service.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof caller ID so the call shows a real PG&E number, such as 1-800-743-5000, then ask for sensitive information or access to the home.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers say a refund, discount or federal tax refund is owed, or that a past-due balance must be paid now.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers pose as vendors that offer energy-usage insights and ask for the PG&E account number, login or Social Security number. PG&E says vendors do not need this information to get usage data.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake emails, some that look like PG&E bills, carry links or come from spoofed senders. PG&E says most of its emails come from addresses that end in pge.com (for example em.pge.com, myacct.pge.com, notifications.pge.com).","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"People come to the door claiming to be from PG&E, often offering a gas inspection. PG&E employees always carry ID and will show it.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"scam-line","type":"phone","label":"Report an in-person scam or verify a PG&E caller or visitor (1-833-500-SCAM)","value":"+1-833-500-7226","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"id":"scam-email","type":"email","label":"Report a scam email to PG&E","value":"ScamReporting@pge.com","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"},{"id":"scam-call-form","type":"web_form","label":"Report a scam call to PG&E","value":"https://forms.office.com/r/KiUQWWUH8P","notes":"A Microsoft Forms page linked from PG&E's scams page, so the domain is not pge.com.","source":"https://www.pge.com/en/account/customer-service/scams.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":67},"verified_from":{"page":49},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 67 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"PG&E — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/pge.md","markdown":"## In short\n\nDispute a bill with PG&E within five days of receiving it: that keeps residential service on until PG&E or the CPUC has reviewed it, as long as you keep paying undisputed bills. If you cannot pay, ask for the 24-month payment plan and apply for REACH, LIHEAP and the Arrearage Management Plan before the shutoff date. If PG&E does not fix it, file an informal complaint with the CPUC online. PG&E never asks for gift cards or payment apps; check any call at 1-833-500-SCAM.\n\n## How complaints actually go\n\n- Frontline help is PG&E customer service at 1-877-660-6789. [PG&E scams page](https://www.pge.com/en/account/customer-service/scams.html)\n- A billing dispute started within five days of receiving the bill stops a residential shutoff until the customer has had a review by PG&E or the CPUC under Rule 10; the customer must keep paying later undisputed bills. [PG&E Electric Rule 11](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf)\n- If PG&E does not resolve it, file an informal complaint with the CPUC Consumer Affairs Branch; the online portal is the fastest route, and a formal complaint is possible if the informal one fails. [CPUC: utility complaint](https://www.cpuc.ca.gov/consumer-support/file-a-complaint/utility-complaint)\n- Damage and loss claims go to a separate claims team (online form, lawclaims@pge.com, or 415-973-4548). PG&E pays for losses caused by its negligence and aims to decide within 30 days of receipt. Billing and solar issues are not handled as claims. [PG&E claims](https://www.pge.com/en/account/customer-service/claims.html)\n\n## What tends to work\n\n- Ask for the 24-month plan: PG&E must offer a 24-month payment plan and will not disconnect a customer who is current on it and on monthly bills. [PG&E Electric Rule 11](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf)\n- Apply for every program: REACH gives up to $800 toward a past-due bill after a disconnection notice, LIHEAP up to $1,000, and the Arrearage Management Plan up to $8,000 of debt forgiveness for CARE or FERA customers. CARE gives 20 percent or more off gas and 35 percent or more off electricity for income-qualified homes; FERA gives 18 percent. [PG&E financial assistance](https://www.pge.com/en/account/billing-and-assistance/financial-assistance.html)\n- A pending LIHEAP pledge stops a shutoff. [PG&E Electric Rule 11](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf)\n- For a high bill, ask for a meter test (PG&E must do it on not less than five working days' notice). If a meter runs more than 2 percent fast, PG&E refunds up to three years of overcharges. [PG&E Electric Rule 17](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_17.pdf)\n- Medical Baseline, Life Support and self-certified seriously ill customers must get an in-person visit within the 48 hours before a shutoff, with a pay-by-phone option or a 48-hour extension. [PG&E Electric Rule 11](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf)\n- After a storm outage of 48 consecutive hours or more, residential customers may get an automatic Safety Net payment of $25-100 about 60 days later, with no claim needed. [PG&E claims](https://www.pge.com/en/account/customer-service/claims.html)\n\n## Traps and fine print\n\n- A payment plan cannot be changed once set up; missing payments can mean no plan next time and a shutoff. [PG&E payment plans](https://www.pge.com/en/account/billing-and-assistance/pay-my-bill/payment-plan-and-due-date-extension.html)\n- If you break the payment plan, the whole balance becomes due at once and service can be cut after at least 48 hours' notice. [PG&E Electric Rule 11](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf)\n- Claims for outages caused by weather, earthquakes or grid-operator curtailments are generally not paid. Food spoilage claims must be submitted and resolved within one year; property damage claims have three years and injury claims generally two. [PG&E claims](https://www.pge.com/en/account/customer-service/claims.html)\n- Weather and calendar protections are specific: PG&E does not disconnect residential service on Saturdays, Sundays, legal holidays or when its offices are closed, or when it forecasts temperatures above 100 or below 32 degrees in a 72-hour look-ahead. [PG&E Electric Rule 11](https://www.pge.com/tariffs/assets/pdf/tariffbook/ELEC_RULES_11.pdf)\n\n## Scams that target customers\n\n- PG&E will never ask for financial information over the phone, never takes gift cards, MoneyPak or payment apps such as Venmo or Zelle, and will never threaten to shut off power within the hour. [PG&E scams page](https://www.pge.com/en/account/customer-service/scams.html)\n- Scammers spoof real PG&E numbers such as 1-800-743-5000 on caller ID, and may know your balance or due date. [PG&E scams page](https://www.pge.com/en/account/customer-service/scams.html)\n- Fake vendors offering usage insights ask for your account number, login or Social Security number; PG&E says vendors do not need this. [PG&E scams page](https://www.pge.com/en/account/customer-service/scams.html)\n- Real PG&E emails come from addresses ending in pge.com. Report scam emails to ScamReporting@pge.com and scam visits or calls to 1-833-500-SCAM (1-833-500-7226). [PG&E scams page](https://www.pge.com/en/account/customer-service/scams.html)\n"},"guide":{"key":"utility","title":"Electric and gas utilities — how complaints work","last_verified":"2026-10-12","file":"guides/utility.md","page":"https://escalate.alexgaoth.com/#/guides/utility"}}