PG&E left you without service? Here’s what to do
Summary: PG&E has paid automatic credits after prolonged Public Safety Power Shutoffs; for other outages you request a credit and, for storm-related losses, submit a claim form on pge.com. After a prolonged PG&E outage you can request a bill credit — and, in some states, reimbursement for spoiled food or other losses.
Why PG&E left you without service
- A prolonged service interruption.
- Repeated outages over a short period.
- Spoiled food or other documented losses from a long outage.
Calling PG&E: what to expect
PG&E’s line is 1-800-743-5000; customer service is typically Mon–Fri, roughly 7am–7pm PT; the outage line is 24/7.
To reach a person: choose your language, then enter your account number or the phone number on the account, then select the billing option, then "question about my bill", then say "agent" if you are looped back to the automated system. Menus change — if yours does not match, say "representative" at any prompt.
Self-service runs through Your Account at pge.com (https://www.pge.com); and you may see these names on your paperwork: PG&E Your Account, CARE / FERA discounts, Budget Billing, Medical Baseline.
Step by step: what to do
- Document the outage dates, times, and any losses with photos and receipts.
- Call PG&E at 1-800-743-5000 (choose your language, then enter your account number or the phone number on the account, then select the billing option, then "question about my bill", then say "agent" if you are looped back to the automated system) and request a service credit for the outage.
- Ask whether your state requires reimbursement for spoiled food after long outages.
- If denied, file a complaint with your state Public Utility Commission (PUC).
Common mistakes to avoid
- Not documenting the outage length and losses.
- Assuming credits are automatic — you usually have to ask.
What to say when you call PG&E
- I had a prolonged outage and I’m requesting a service credit and reimbursement for my documented losses.
PG&E-specific things to know
- PG&E has paid automatic credits after prolonged Public Safety Power Shutoffs; for other outages you request a credit and, for storm-related losses, submit a claim form on pge.com.
- PG&E’s claims process covers documented losses when PG&E was at fault; it needs an itemized list and receipts.
- PG&E bills are tiered and time-of-use for many customers, so the same usage can cost more depending on the rate plan — ask for a rate-plan comparison.
- CARE and FERA discounts and the Medical Baseline allowance are underused; if you qualify, they change the whole bill and can be applied retroactively in some cases.
- PG&E credits customers automatically for extended Public Safety Power Shutoffs in some circumstances, but ordinary outage credits still have to be requested.
- PG&E delivers gas and electric on one bill; disputes need to say which service and which line item.
Know your rights
Utilities must bill you accurately, investigate disputed charges, and cannot disconnect service over a charge that is under formal dispute.
Regulator: your state Public Utility Commission (PUC). If the utility will not correct the bill, file a complaint with your state Public Utility Commission.
If PG&E will not move, the escalation paths that carry weight:
- Ask for a supervisor or a formal billing investigation if the first rep cannot open one.
- File a complaint with the California Public Utilities Commission Consumer Affairs Branch, online or at 1-800-649-7570.
- If PG&E’s response does not resolve it, the CPUC can open a formal complaint proceeding.
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Frequently asked questions
Will PG&E credit me for an outage?
Many utilities offer outage credits and, in some states, reimbursement for spoiled food after extended outages — but you generally have to request it.
How do I file a complaint against PG&E?
Call PG&E at 1-800-743-5000 and ask for a billing investigation. If that fails, file with the CPUC Consumer Affairs Branch online or at 1-800-649-7570.
Am I on the right PG&E rate plan?
Maybe not. PG&E offers tiered and time-of-use plans, and the same usage costs different amounts on each. Ask for a rate-plan comparison based on your last 12 months.
What are CARE and FERA?
PG&E’s income-based discount programs — CARE gives a larger discount, FERA a smaller one for slightly higher incomes. Medical Baseline adds allowance for medical equipment.