{"id":"socalgas","page":"https://escalate.alexgaoth.com/#/c/socalgas","html":"https://escalate.alexgaoth.com/c/socalgas/","generated":"2026-10-15","company":{"id":"socalgas","name":"Southern California Gas Company","aliases":["SoCalGas","SoCal Gas","The Gas Company"],"sector":"utility","parent":"Sempra","website":"https://www.socalgas.com","account_url":"https://myaccount.socalgas.com/ui/","notes":"Natural gas utility for central and southern California. Regulated by the California Public Utilities Commission (CPUC). Sister company of SDG&E (both owned by Sempra). SoCalGas publishes 1-877-238-0092 as general customer service and 1-800-427-2200 on its gas emergency and Medical Baseline pages.","channels":[{"id":"customer-service-phone","type":"phone","label":"General customer service","value":"+1-877-238-0092","hours":"Mon-Fri 7 a.m.-8 p.m., Sat 7 a.m.-6 p.m.; closed Sundays and holidays (gas odor and carbon monoxide questions 24/7)","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"The help center sends questions about deposits and shut-off for nonpayment to this number.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"},{"id":"customer-service-spanish-phone","type":"phone","label":"Customer service in Spanish","value":"+1-800-342-4545","hours":"Mon-Fri 7 a.m.-8 p.m.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Commercial, industrial and agricultural customers","value":"+1-800-427-2000","hours":"Mon-Fri 7 a.m.-6 p.m.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Gas leak (evacuate first, then call from a safe place; call 911 if life or property is at risk)","value":"+1-800-427-2200","source":"https://www.socalgas.com/safety/emergency-information","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Centralized correspondence","value":"SoCalGas, P.O. Box 1626, Monterey Park, CA 91754-8626","purposes":["billing_error","poor_service"],"notes":"Listed on the contact page as the centralized correspondence address; SoCalGas does not publish a separate complaint form.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"Online claim form (hosted by Sempra's claims vendor)","value":"https://webformprdsempra.dxc-ins.com/webform/Pagebuilder.aspx?SiteNum=1","purposes":["service_outage"],"access":"open","source":"https://www.socalgas.com/claims","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Claims Department by mail (PDF claim form)","value":"SoCalGas, Attention: Claims Department-(GCT 14A3), PO Box 30048, Los Angeles, CA 90030","purposes":["service_outage"],"notes":"Fax: 1-818-701-3923, Attention: Claims Department. Form: https://www.socalgas.com/sites/default/files/SoCalGas-Claims-Form.pdf","source":"https://www.socalgas.com/claims","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Claims Department Message Center (claim status, request a callback)","value":"+1-213-244-5800","purposes":["service_outage"],"source":"https://www.socalgas.com/claims","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Payment extension (My Account > My Bill > Payment Extension)","value":"https://myaccount.socalgas.com/ui/login","purposes":["disconnection"],"access":"login","source":"https://www.socalgas.com/help-center","last_verified":"2026-10-12"},{"id":"amp-application","type":"portal","label":"Past Due Bill Forgiveness (Arrearage Management Plan) enrollment","value":"https://myaccount.socalgas.com/ui/arrearage","purposes":["disconnection"],"access":"login","source":"https://www.socalgas.com/billing-payment/assistance-programs/forgiveness","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Assistance programs (CARE, AMP, Gas Assistance Fund, LIHEAP, Medical Baseline, Level Pay)","value":"https://www.socalgas.com/billing-payment/assistance-programs","purposes":["disconnection"],"access":"open","source":"https://www.socalgas.com/billing-payment/assistance-programs","last_verified":"2026-10-12"},{"id":"medical-baseline","type":"web_form","label":"Medical Baseline Allowance application (online, email, mail or fax)","value":"https://www.socalgas.com/billing-payment/assistance-programs/medical-baseline-allowance","purposes":["disconnection"],"access":"open","notes":"Email MedicalBaselineProgram@socalgas.com; mail SoCalGas Medical Baseline Allowance Program, M. L. GT19A1, P.O. Box 513249, Los Angeles, CA 90051-1249; fax 213-244-4665. Medical provider completes Part 2.","source":"https://www.socalgas.com/billing-payment/assistance-programs/medical-baseline-allowance","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."},{"rung":"state_agency","agency_kind":"attorney_general","note":"California Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with customer service and in writing; if SoCalGas does not fix it, complain to the CPUC.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call SoCalGas, say you dispute the bill, and ask for a bill review and a meter check if usage looks wrong. Get a reference number.","channel":"customer-service-phone"},{"do":"Put the dispute in writing with the account number, bill date and disputed amount.","channel":"complaint-mail"},{"do":"If SoCalGas does not resolve it, file a complaint with the CPUC Consumer Affairs Branch."}]},{"issue":"disconnection","summary":"Call customer service before the shut-off date, request a payment extension, and apply for CARE and Past Due Bill Forgiveness.","evidence":["shut-off notice","account balance","CARE enrollment","Medical Baseline approval"],"steps":[{"do":"Call customer service about the shut-off notice, or request a payment extension in My Account.","channel":"customer-service-phone"},{"do":"If you are on CARE with $250 or more past due (some over 90 days), enroll in Past Due Bill Forgiveness.","channel":"amp-application"},{"do":"Apply for CARE or LIHEAP through the assistance programs page.","channel":"payment-assistance"}],"facts":[{"kind":"compensation","claim":"Past Due Bill Forgiveness forgives 1/12 of the eligible debt each time a current bill is paid in full and on time, up to $8,000 per enrollment period. It requires CARE enrollment, $250 or more past due with some at least 90 days old, six months as a customer and one on-time payment in the prior 24 months.","issues":["disconnection"],"source":"https://www.socalgas.com/billing-payment/assistance-programs/forgiveness","last_verified":"2026-10-12"},{"kind":"limit","claim":"Missing two Past Due Bill Forgiveness payments in a row ends enrollment. Forgiven amounts stay forgiven; the remaining debt returns to the balance.","issues":["disconnection"],"source":"https://www.socalgas.com/billing-payment/assistance-programs/forgiveness","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Gas Assistance Fund gives a one-time grant up to $100.00 toward the gas bill through local non-profit agencies. The page currently says the fund is closed.","issues":["disconnection"],"source":"https://www.socalgas.com/billing-payment/assistance-programs/gas-assistance-fund","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"For damage or loss you believe SoCalGas caused, file a claim online or by mail or fax.","evidence":["dates","itemized losses with receipts","photos","repair estimates"],"steps":[{"do":"File a claim online, or mail or fax the PDF claim form with supporting documents.","channel":"claims-form"},{"do":"Call the Claims Department Message Center for status.","channel":"claims-phone"}],"facts":[{"kind":"process","claim":"A SoCalGas claims representative contacts the claimant within 3-5 business days. The goal is a final decision within 30-45 days; complex claims may take longer.","issues":["service_outage"],"source":"https://www.socalgas.com/claims","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"CARE gives 20% off the monthly gas bill for income-qualified households.","issues":["disconnection"],"source":"https://www.socalgas.com/billing-payment/assistance-programs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Medical Baseline eligibility is based on medical condition, not income. It gives a daily allowance of .822 therms (about 25 more therms per month) at the lowest baseline rate. Non-permanent conditions recertify every two years; permanent conditions every four years.","issues":["disconnection"],"source":"https://www.socalgas.com/billing-payment/assistance-programs/medical-baseline-allowance","last_verified":"2026-10-12"}],"known_blockers":["socalgas.com/contact-us returns 403 to automated fetches; use /about-us/contact-us.","Payment extensions and Past Due Bill Forgiveness enrollment need a My Account sign-in.","The Medical Baseline application needs a medical provider to complete Part 2."],"official_domains":["socalgas.com"],"security":{"never_asks":[{"kind":"policy","claim":"SoCalGas will never ask for credit card or banking information over the phone.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers spoof caller ID to appear to be SoCalGas or a partner, then try to sell products, collect personal information, or say a payment is due when it is not.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers or door-to-door impostors threaten to turn off service unless the customer pays immediately with prepaid cash cards, then send the customer to another phone number where the card's value is taken.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers say a \"special government program\" will pay utility bills and give a fake bank routing number for online payment. No such federal program exists.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unofficial websites or partners at the top of search results take \"payments\" or give a phone number where the customer is asked for billing and credit card information. The money goes to the scammer.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Suspicious emails look like bills from another utility company and can contain the customer's real name or address.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-phone","type":"phone","label":"Verify someone who claims to represent SoCalGas","value":"+1-800-427-2200","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"id":"verify-phone-spanish","type":"phone","label":"Verify someone who claims to represent SoCalGas (Spanish)","value":"+1-800-342-4545","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"socalgas","name":"Southern California Gas Company","sector":"utility","website":"https://www.socalgas.com","account_url":"https://myaccount.socalgas.com/ui/"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute the bill with customer service and in writing; if SoCalGas does not fix it, complain to the CPUC.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call SoCalGas, say you dispute the bill, and ask for a bill review and a meter check if usage looks wrong. Get a reference number.","channel":{"id":"customer-service-phone","type":"phone","label":"General customer service","value":"+1-877-238-0092","hours":"Mon-Fri 7 a.m.-8 p.m., Sat 7 a.m.-6 p.m.; closed Sundays and holidays (gas odor and carbon monoxide questions 24/7)","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"The help center sends questions about deposits and shut-off for nonpayment to this number.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"}},{"do":"Put the dispute in writing with the account number, bill date and disputed amount.","channel":{"id":"complaint-mail","type":"mail","label":"Centralized correspondence","value":"SoCalGas, P.O. Box 1626, Monterey Park, CA 91754-8626","purposes":["billing_error","poor_service"],"notes":"Listed on the contact page as the centralized correspondence address; SoCalGas does not publish a separate complaint form.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"}},{"do":"If SoCalGas does not resolve it, file a complaint with the CPUC Consumer Affairs Branch."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"General customer service","value":"+1-877-238-0092","hours":"Mon-Fri 7 a.m.-8 p.m., Sat 7 a.m.-6 p.m.; closed Sundays and holidays (gas odor and carbon monoxide questions 24/7)","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"The help center sends questions about deposits and shut-off for nonpayment to this number.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"},{"id":"customer-service-spanish-phone","type":"phone","label":"Customer service in Spanish","value":"+1-800-342-4545","hours":"Mon-Fri 7 a.m.-8 p.m.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Commercial, industrial and agricultural customers","value":"+1-800-427-2000","hours":"Mon-Fri 7 a.m.-6 p.m.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Gas leak (evacuate first, then call from a safe place; call 911 if life or property is at risk)","value":"+1-800-427-2200","source":"https://www.socalgas.com/safety/emergency-information","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Centralized correspondence","value":"SoCalGas, P.O. Box 1626, Monterey Park, CA 91754-8626","purposes":["billing_error","poor_service"],"notes":"Listed on the contact page as the centralized correspondence address; SoCalGas does not publish a separate complaint form.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"}],"facts":[],"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":"General customer service","value":"+1-877-238-0092","hours":"Mon-Fri 7 a.m.-8 p.m., Sat 7 a.m.-6 p.m.; closed Sundays and holidays (gas odor and carbon monoxide questions 24/7)","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"The help center sends questions about deposits and shut-off for nonpayment to this number.","source":"https://www.socalgas.com/about-us/contact-us","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":"Centralized correspondence","value":"SoCalGas, P.O. Box 1626, Monterey Park, CA 91754-8626","purposes":["billing_error","poor_service"],"notes":"Listed on the contact page as the centralized correspondence address; SoCalGas does not publish a separate complaint form.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch.","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":["socalgas.com/contact-us returns 403 to automated fetches; use /about-us/contact-us.","Payment extensions and Past Due Bill Forgiveness enrollment need a My Account sign-in.","The Medical Baseline application needs a medical provider to complete Part 2."],"security":{"official_domains":["socalgas.com"],"never_asks":[{"kind":"policy","claim":"SoCalGas will never ask for credit card or banking information over the phone.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers spoof caller ID to appear to be SoCalGas or a partner, then try to sell products, collect personal information, or say a payment is due when it is not.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers or door-to-door impostors threaten to turn off service unless the customer pays immediately with prepaid cash cards, then send the customer to another phone number where the card's value is taken.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers say a \"special government program\" will pay utility bills and give a fake bank routing number for online payment. No such federal program exists.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unofficial websites or partners at the top of search results take \"payments\" or give a phone number where the customer is asked for billing and credit card information. The money goes to the scammer.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Suspicious emails look like bills from another utility company and can contain the customer's real name or address.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-phone","type":"phone","label":"Verify someone who claims to represent SoCalGas","value":"+1-800-427-2200","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"id":"verify-phone-spanish","type":"phone","label":"Verify someone who claims to represent SoCalGas (Spanish)","value":"+1-800-342-4545","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":26},"verified_from":{"page":25,"search_snippet":1},"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 26 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Natural gas utility for central and southern California. Regulated by the California Public Utilities Commission (CPUC). Sister company of SDG&E (both owned by Sempra). SoCalGas publishes 1-877-238-0092 as general customer service and 1-800-427-2200 on its gas emergency and Medical Baseline pages.","warnings":[]},"disconnection":{"company":{"id":"socalgas","name":"Southern California Gas Company","sector":"utility","website":"https://www.socalgas.com","account_url":"https://myaccount.socalgas.com/ui/"},"issue":{"id":"disconnection","name":"Disconnection notice"},"playbook_source":"company","summary":"Call customer service before the shut-off date, request a payment extension, and apply for CARE and Past Due Bill Forgiveness.","evidence":["shut-off notice","account balance","CARE enrollment","Medical Baseline approval"],"steps":[{"do":"Call customer service about the shut-off notice, or request a payment extension in My Account.","channel":{"id":"customer-service-phone","type":"phone","label":"General customer service","value":"+1-877-238-0092","hours":"Mon-Fri 7 a.m.-8 p.m., Sat 7 a.m.-6 p.m.; closed Sundays and holidays (gas odor and carbon monoxide questions 24/7)","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"The help center sends questions about deposits and shut-off for nonpayment to this number.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"}},{"do":"If you are on CARE with $250 or more past due (some over 90 days), enroll in Past Due Bill Forgiveness.","channel":{"id":"amp-application","type":"portal","label":"Past Due Bill Forgiveness (Arrearage Management Plan) enrollment","value":"https://myaccount.socalgas.com/ui/arrearage","purposes":["disconnection"],"access":"login","source":"https://www.socalgas.com/billing-payment/assistance-programs/forgiveness","last_verified":"2026-10-12"}},{"do":"Apply for CARE or LIHEAP through the assistance programs page.","channel":{"id":"payment-assistance","type":"web_form","label":"Assistance programs (CARE, AMP, Gas Assistance Fund, LIHEAP, Medical Baseline, Level Pay)","value":"https://www.socalgas.com/billing-payment/assistance-programs","purposes":["disconnection"],"access":"open","source":"https://www.socalgas.com/billing-payment/assistance-programs","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"General customer service","value":"+1-877-238-0092","hours":"Mon-Fri 7 a.m.-8 p.m., Sat 7 a.m.-6 p.m.; closed Sundays and holidays (gas odor and carbon monoxide questions 24/7)","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"The help center sends questions about deposits and shut-off for nonpayment to this number.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"},{"id":"customer-service-spanish-phone","type":"phone","label":"Customer service in Spanish","value":"+1-800-342-4545","hours":"Mon-Fri 7 a.m.-8 p.m.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Commercial, industrial and agricultural customers","value":"+1-800-427-2000","hours":"Mon-Fri 7 a.m.-6 p.m.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Gas leak (evacuate first, then call from a safe place; call 911 if life or property is at risk)","value":"+1-800-427-2200","source":"https://www.socalgas.com/safety/emergency-information","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Payment extension (My Account > My Bill > Payment Extension)","value":"https://myaccount.socalgas.com/ui/login","purposes":["disconnection"],"access":"login","source":"https://www.socalgas.com/help-center","last_verified":"2026-10-12"},{"id":"amp-application","type":"portal","label":"Past Due Bill Forgiveness (Arrearage Management Plan) enrollment","value":"https://myaccount.socalgas.com/ui/arrearage","purposes":["disconnection"],"access":"login","source":"https://www.socalgas.com/billing-payment/assistance-programs/forgiveness","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Assistance programs (CARE, AMP, Gas Assistance Fund, LIHEAP, Medical Baseline, Level Pay)","value":"https://www.socalgas.com/billing-payment/assistance-programs","purposes":["disconnection"],"access":"open","source":"https://www.socalgas.com/billing-payment/assistance-programs","last_verified":"2026-10-12"},{"id":"medical-baseline","type":"web_form","label":"Medical Baseline Allowance application (online, email, mail or fax)","value":"https://www.socalgas.com/billing-payment/assistance-programs/medical-baseline-allowance","purposes":["disconnection"],"access":"open","notes":"Email MedicalBaselineProgram@socalgas.com; mail SoCalGas Medical Baseline Allowance Program, M. L. GT19A1, P.O. Box 513249, Los Angeles, CA 90051-1249; fax 213-244-4665. Medical provider completes Part 2.","source":"https://www.socalgas.com/billing-payment/assistance-programs/medical-baseline-allowance","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"Past Due Bill Forgiveness forgives 1/12 of the eligible debt each time a current bill is paid in full and on time, up to $8,000 per enrollment period. It requires CARE enrollment, $250 or more past due with some at least 90 days old, six months as a customer and one on-time payment in the prior 24 months.","issues":["disconnection"],"source":"https://www.socalgas.com/billing-payment/assistance-programs/forgiveness","last_verified":"2026-10-12"},{"kind":"limit","claim":"Missing two Past Due Bill Forgiveness payments in a row ends enrollment. Forgiven amounts stay forgiven; the remaining debt returns to the balance.","issues":["disconnection"],"source":"https://www.socalgas.com/billing-payment/assistance-programs/forgiveness","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Gas Assistance Fund gives a one-time grant up to $100.00 toward the gas bill through local non-profit agencies. The page currently says the fund is closed.","issues":["disconnection"],"source":"https://www.socalgas.com/billing-payment/assistance-programs/gas-assistance-fund","last_verified":"2026-10-12"},{"kind":"policy","claim":"CARE gives 20% off the monthly gas bill for income-qualified households.","issues":["disconnection"],"source":"https://www.socalgas.com/billing-payment/assistance-programs","last_verified":"2026-10-12"},{"kind":"policy","claim":"Medical Baseline eligibility is based on medical condition, not income. It gives a daily allowance of .822 therms (about 25 more therms per month) at the lowest baseline rate. Non-permanent conditions recertify every two years; permanent conditions every four years.","issues":["disconnection"],"source":"https://www.socalgas.com/billing-payment/assistance-programs/medical-baseline-allowance","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":"General customer service","value":"+1-877-238-0092","hours":"Mon-Fri 7 a.m.-8 p.m., Sat 7 a.m.-6 p.m.; closed Sundays and holidays (gas odor and carbon monoxide questions 24/7)","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"The help center sends questions about deposits and shut-off for nonpayment to this number.","source":"https://www.socalgas.com/about-us/contact-us","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":"Centralized correspondence","value":"SoCalGas, P.O. Box 1626, Monterey Park, CA 91754-8626","purposes":["billing_error","poor_service"],"notes":"Listed on the contact page as the centralized correspondence address; SoCalGas does not publish a separate complaint form.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch.","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":["socalgas.com/contact-us returns 403 to automated fetches; use /about-us/contact-us.","Payment extensions and Past Due Bill Forgiveness enrollment need a My Account sign-in.","The Medical Baseline application needs a medical provider to complete Part 2."],"security":{"official_domains":["socalgas.com"],"never_asks":[{"kind":"policy","claim":"SoCalGas will never ask for credit card or banking information over the phone.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers spoof caller ID to appear to be SoCalGas or a partner, then try to sell products, collect personal information, or say a payment is due when it is not.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers or door-to-door impostors threaten to turn off service unless the customer pays immediately with prepaid cash cards, then send the customer to another phone number where the card's value is taken.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers say a \"special government program\" will pay utility bills and give a fake bank routing number for online payment. No such federal program exists.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unofficial websites or partners at the top of search results take \"payments\" or give a phone number where the customer is asked for billing and credit card information. The money goes to the scammer.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Suspicious emails look like bills from another utility company and can contain the customer's real name or address.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-phone","type":"phone","label":"Verify someone who claims to represent SoCalGas","value":"+1-800-427-2200","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"id":"verify-phone-spanish","type":"phone","label":"Verify someone who claims to represent SoCalGas (Spanish)","value":"+1-800-342-4545","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":26},"verified_from":{"page":25,"search_snippet":1},"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 26 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Natural gas utility for central and southern California. Regulated by the California Public Utilities Commission (CPUC). Sister company of SDG&E (both owned by Sempra). SoCalGas publishes 1-877-238-0092 as general customer service and 1-800-427-2200 on its gas emergency and Medical Baseline pages.","warnings":[]},"service_outage":{"company":{"id":"socalgas","name":"Southern California Gas Company","sector":"utility","website":"https://www.socalgas.com","account_url":"https://myaccount.socalgas.com/ui/"},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"For damage or loss you believe SoCalGas caused, file a claim online or by mail or fax.","evidence":["dates","itemized losses with receipts","photos","repair estimates"],"steps":[{"do":"File a claim online, or mail or fax the PDF claim form with supporting documents.","channel":{"id":"claims-form","type":"web_form","label":"Online claim form (hosted by Sempra's claims vendor)","value":"https://webformprdsempra.dxc-ins.com/webform/Pagebuilder.aspx?SiteNum=1","purposes":["service_outage"],"access":"open","source":"https://www.socalgas.com/claims","last_verified":"2026-10-12"}},{"do":"Call the Claims Department Message Center for status.","channel":{"id":"claims-phone","type":"phone","label":"Claims Department Message Center (claim status, request a callback)","value":"+1-213-244-5800","purposes":["service_outage"],"source":"https://www.socalgas.com/claims","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-spanish-phone","type":"phone","label":"Customer service in Spanish","value":"+1-800-342-4545","hours":"Mon-Fri 7 a.m.-8 p.m.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Commercial, industrial and agricultural customers","value":"+1-800-427-2000","hours":"Mon-Fri 7 a.m.-6 p.m.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Gas leak (evacuate first, then call from a safe place; call 911 if life or property is at risk)","value":"+1-800-427-2200","source":"https://www.socalgas.com/safety/emergency-information","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"Online claim form (hosted by Sempra's claims vendor)","value":"https://webformprdsempra.dxc-ins.com/webform/Pagebuilder.aspx?SiteNum=1","purposes":["service_outage"],"access":"open","source":"https://www.socalgas.com/claims","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Claims Department by mail (PDF claim form)","value":"SoCalGas, Attention: Claims Department-(GCT 14A3), PO Box 30048, Los Angeles, CA 90030","purposes":["service_outage"],"notes":"Fax: 1-818-701-3923, Attention: Claims Department. Form: https://www.socalgas.com/sites/default/files/SoCalGas-Claims-Form.pdf","source":"https://www.socalgas.com/claims","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Claims Department Message Center (claim status, request a callback)","value":"+1-213-244-5800","purposes":["service_outage"],"source":"https://www.socalgas.com/claims","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"A SoCalGas claims representative contacts the claimant within 3-5 business days. The goal is a final decision within 30-45 days; complex claims may take longer.","issues":["service_outage"],"source":"https://www.socalgas.com/claims","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":"General customer service","value":"+1-877-238-0092","hours":"Mon-Fri 7 a.m.-8 p.m., Sat 7 a.m.-6 p.m.; closed Sundays and holidays (gas odor and carbon monoxide questions 24/7)","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"The help center sends questions about deposits and shut-off for nonpayment to this number.","source":"https://www.socalgas.com/about-us/contact-us","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":"Centralized correspondence","value":"SoCalGas, P.O. Box 1626, Monterey Park, CA 91754-8626","purposes":["billing_error","poor_service"],"notes":"Listed on the contact page as the centralized correspondence address; SoCalGas does not publish a separate complaint form.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch.","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":["socalgas.com/contact-us returns 403 to automated fetches; use /about-us/contact-us.","Payment extensions and Past Due Bill Forgiveness enrollment need a My Account sign-in.","The Medical Baseline application needs a medical provider to complete Part 2."],"security":{"official_domains":["socalgas.com"],"never_asks":[{"kind":"policy","claim":"SoCalGas will never ask for credit card or banking information over the phone.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers spoof caller ID to appear to be SoCalGas or a partner, then try to sell products, collect personal information, or say a payment is due when it is not.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers or door-to-door impostors threaten to turn off service unless the customer pays immediately with prepaid cash cards, then send the customer to another phone number where the card's value is taken.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers say a \"special government program\" will pay utility bills and give a fake bank routing number for online payment. No such federal program exists.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unofficial websites or partners at the top of search results take \"payments\" or give a phone number where the customer is asked for billing and credit card information. The money goes to the scammer.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Suspicious emails look like bills from another utility company and can contain the customer's real name or address.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-phone","type":"phone","label":"Verify someone who claims to represent SoCalGas","value":"+1-800-427-2200","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"id":"verify-phone-spanish","type":"phone","label":"Verify someone who claims to represent SoCalGas (Spanish)","value":"+1-800-342-4545","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":26},"verified_from":{"page":25,"search_snippet":1},"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 26 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Natural gas utility for central and southern California. Regulated by the California Public Utilities Commission (CPUC). Sister company of SDG&E (both owned by Sempra). SoCalGas publishes 1-877-238-0092 as general customer service and 1-800-427-2200 on its gas emergency and Medical Baseline pages.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"General customer service","value":"+1-877-238-0092","hours":"Mon-Fri 7 a.m.-8 p.m., Sat 7 a.m.-6 p.m.; closed Sundays and holidays (gas odor and carbon monoxide questions 24/7)","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"notes":"The help center sends questions about deposits and shut-off for nonpayment to this number.","source":"https://www.socalgas.com/about-us/contact-us","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":"Centralized correspondence","value":"SoCalGas, P.O. Box 1626, Monterey Park, CA 91754-8626","purposes":["billing_error","poor_service"],"notes":"Listed on the contact page as the centralized correspondence address; SoCalGas does not publish a separate complaint form.","source":"https://www.socalgas.com/about-us/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch.","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":["socalgas.com"],"never_asks":[{"kind":"policy","claim":"SoCalGas will never ask for credit card or banking information over the phone.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers spoof caller ID to appear to be SoCalGas or a partner, then try to sell products, collect personal information, or say a payment is due when it is not.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers or door-to-door impostors threaten to turn off service unless the customer pays immediately with prepaid cash cards, then send the customer to another phone number where the card's value is taken.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers say a \"special government program\" will pay utility bills and give a fake bank routing number for online payment. No such federal program exists.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unofficial websites or partners at the top of search results take \"payments\" or give a phone number where the customer is asked for billing and credit card information. The money goes to the scammer.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Suspicious emails look like bills from another utility company and can contain the customer's real name or address.","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"verify-phone","type":"phone","label":"Verify someone who claims to represent SoCalGas","value":"+1-800-427-2200","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"},{"id":"verify-phone-spanish","type":"phone","label":"Verify someone who claims to represent SoCalGas (Spanish)","value":"+1-800-342-4545","source":"https://www.socalgas.com/safety/safety-and-prevention/scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":26},"verified_from":{"page":25,"search_snippet":1},"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 26 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"dossier":null,"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"}}