For any inquiries or assistance regarding your utility services, Pacific Gas and Electric Company (PG&E) offers comprehensive customer service support. Navigating your way to the right department ensures your concerns are addressed efficiently. Here’s a guide to contacting the appropriate PG&E customer service departments for your specific needs.
Residential Customer Service
For residential customers, PG&E provides dedicated support during convenient hours.
Hours of Operation:
- Monday to Friday: 7 a.m. to 7 p.m.
- Saturday: 8 a.m. to 5 p.m.
- Sunday and After Hours: 24/7 availability for emergencies and automated services.
Contact Numbers:
- Chinese (中文): 1-800-893-9555
- Vietnamese (Tiếng Việt): 1-800-298-8438
- TTD/TTY (California Relay Service): 7-1-1
If you require assistance outside of regular business hours, PG&E’s automated voice response system can help you with:
- Accessing account information
- Making payments
- Billing transaction inquiries
- Connecting, disconnecting, or changing service
- Reporting power outages
Safety Reminder: Always remember to call 8-1-1 before starting any digging projects to ensure safety and prevent damage to underground utility lines.
Business Customer Service
Business customers with inquiries about rate plan options, energy assessments, or programs can reach out to the dedicated business customer service team.
Hours of Operation:
- Monday to Friday: 7 a.m. to 6 p.m.
Contact information for business customer service is available upon request through the main PG&E contact channels.
Building and Renovation Service Center
The Building and Renovation Service Center is your point of contact for construction and renovation related services.
Accepted Payment Methods:
PG&E accepts multiple forms of payment for building and renovation services:
- Check or Cashier’s Check
- Money Order
- Online Payment: Secure ACH transfer (e-check)
For payments related to temporary power, per meter charges, or Engineering Advance payments:
- Log in to “Your Projects” on the PG&E website and select “Pay Invoice”.
- Enter your bank routing and account details and click “Submit”.
- After contract signing, finalize by clicking “Finish” and complete the payment pop-up information.
If you do not have a “Your Projects” account, you can make online payments via the payment submission page.
Note: PG&E prioritizes your financial security and does not store your financial details after transaction completion.
Installment Payments for Construction Services:
Please note that PG&E requires full payment before commencing any construction services or meter installations. Installment payments are not available for these services.
Income Tax Component of Contribution (ITCC) Tax:
The ITCC tax is a mandatory tax applied to advance payments collected by PG&E for facility installations.
- PG&E is obligated to collect this tax as per the guidelines established by the California Public Utilities Commission (CPUC).
- The ITCC was implemented under the 1986 Federal Tax Reform Act.
Accessibility Services
PG&E is committed to providing equal access to all customers, including those with disabilities.
Accessibility Support Page:
For comprehensive information and resources, visit PG&E’s dedicated accessibility page.
Services for Vision Disability:
Customers with vision disabilities can request services such as:
- Large print billing
- Braille bills
- Household appliance braille marking appointments
Contact the language and assistive services department for these requests via the language and assistive services page or call 1-877-660-6789.
Services for Deaf/Hard of Hearing/Speech Disability:
PG&E offers various services to support customers who are deaf, hard of hearing, or have speech disabilities.
Visit the language and assistive services page for more details.
For TTY, Video Relay Service (VRS), and other communication services, please contact the California Relay Service by dialing 7-1-1.
Language Services
PG&E aims to overcome language barriers by offering services in multiple languages.
Translated Billing Information:
You can request your energy bills to be translated into Chinese (Cantonese or Mandarin) or Spanish:
- Log in to your online PG&E account.
- Scroll to the “Language” section.
- Select your preferred language.
- Click “Save Changes” to update your preferences.
General Information in Multiple Languages:
General information regarding PG&E services is available in English, Chinese (中文), Spanish (español), and Vietnamese (Việt). When calling PG&E, request translation services to communicate in your preferred language.
By providing these diverse customer service options, Pacific Gas and Electric Company ensures that all customers can easily access the support and information they need.
