Navigating utility services can sometimes feel overwhelming. At PG&E, we understand the importance of clear and accessible customer service. Whether you are a residential or business customer, have questions about building and renovation, need accessibility assistance, or require language services, we are here to help. This guide provides you with all the necessary contact information to reach the right PG&E department for your specific needs.
Residential Customer Service
For residential customers, we offer comprehensive support to manage your account and address any concerns you may have. Our dedicated team is available during convenient hours to assist you with various services.
Operating Hours:
- Monday – Friday: 7 a.m. to 7 p.m.
- Saturday: 8 a.m. to 5 p.m.
- Sunday & After Hours: 24/7 availability for emergencies and automated customer service.
Contact Numbers:
- General Inquiries:
- English: 1-800-743-5000
- 中文 (Chinese): 1-800-893-9555
- Tiếng Việt (Vietnamese): 1-800-298-8438
- Telecommunications Relay Services for the Deaf and Hard of Hearing (TRS): 7-1-1 (California Relay Service)
Even outside of our standard operating hours, our automated voice response system is available 24/7 to provide self-service options for common requests. You can easily manage your account and get things done at any time.
24/7 Automated Services:
- Access account information and check your balance.
- Make a payment quickly and securely.
- Inquire about billing transactions and understand your statements.
- Start, stop, or move your service to a new address.
- Report a power outage in your area.
Important Safety Reminder: Before you begin any digging project, remember to call 8-1-1. This free service will help you identify underground utility lines, ensuring your safety and preventing damage.
Business Customer Service
We understand that businesses have unique energy needs. Our business customer service team is ready to assist you with tailored solutions and expert advice.
Business Support Hours:
- Monday – Friday: 7 a.m. to 6 p.m.
How We Can Help Businesses:
- Explore business rate plan options to optimize your energy costs.
- Schedule energy assessments to identify efficiency opportunities.
- Learn about energy programs and incentives available for businesses.
- Get personalized support from our business service representatives.
Building and Renovation Service Center
Planning a building or renovation project? PG&E’s Building and Renovation Service Center is your dedicated resource for navigating the complexities of utility connections for construction.
Payment Options for Building and Renovation Services:
PG&E offers multiple convenient payment methods for building and renovation services:
- Check or Cashier’s Check: Traditional payment methods are accepted.
- Money Order: Another secure way to remit payment.
- Online Payment (ACH Transfer/E-check): Make secure online payments directly from your bank account using our simple and safe ACH transfer system.
Paying for Temporary Power, Meter Charges, or Engineering Advances:
For specific payments related to temporary power, per meter charges, or Engineering Advance payments, please follow these steps:
- Log in to “Your Projects”: Access your project management portal.
- Select “Pay Invoice”: Navigate to the payment section for your project.
- Enter Bank Information: Provide your bank routing and account details for secure payment processing.
- Submit Payment: Review your information and click “Submit” to complete the payment.
- Finish and Provide Payment Details: After signing your contract, click “Finish” and provide the necessary payment information in the pop-up window to finalize the process.
If you do not have a “Your Projects” account, you can still easily pay your invoice or contract online by visiting our dedicated payment submission page.
Note: Rest assured that PG&E prioritizes your financial security. We do not save or store any of your financial information after the transaction is completed.
Installment Payments for Construction Services:
Please note that we require full payment before commencing any construction services or installing a meter. Installment payments are not available for these services.
Understanding Income Tax Component of Contribution (ITCC) Tax:
The Income Tax Component of Contribution (ITCC) tax is a required tax on advance payments collected by PG&E for facility installations.
- PG&E is mandated to collect this tax according to the guidelines established by the California Public Utilities Commission (CPUC).
- The ITCC was implemented as part of the 1986 Federal Tax Reform Act.
Accessibility Services
PG&E is committed to ensuring equal access for all customers. We offer a range of accessibility services to meet the diverse needs of our customers.
Commitment to Equal Access:
All PG&E customers are entitled to equal access to our services. We strive to provide accommodations and support for customers with disabilities.
For more detailed information, please visit PG&E’s comprehensive Accessibility Page.
Services for Customers with Vision Disabilities:
- Request bills in large print format for easier readability.
- Receive your PG&E bill in Braille.
- Schedule an appointment for household appliance Braille marking services to make your appliances more accessible.
To request these vision accessibility services, please visit our Language and Assistive Services page or call 1-877-660-6789.
Services for Customers who are Deaf, Hard of Hearing, or Speech Disabled:
We offer various services to support customers who are deaf, hard of hearing, or have speech disabilities.
For detailed information and to access these services, please visit our Language and Assistive Services page.
For TTY, Video Relay Service (VRS), and other communication services for the deaf and hard of hearing, please contact the California Relay Service by dialing 7-1-1.
Language Services
PG&E is dedicated to serving our diverse customer base by providing language assistance in multiple languages.
Accessing Translated Information:
Translated Energy Bills:
You can conveniently request to receive your PG&E energy bills translated into Chinese or Spanish:
- Sign in to Your Online Account: Log in to your PG&E online account here.
- Scroll to “Language” Box: Locate the language preferences section in your account settings.
- Choose Your Preferred Language: Select either Chinese (Cantonese or Mandarin) or Spanish as your preferred language for billing.
- Save Changes: Click “Save Changes” to update your language preference.
General Information in Multiple Languages:
General information about PG&E services is available in English, Chinese (中文), Spanish (español), and Vietnamese (Việt). When you call our customer service numbers, please request translation services to communicate in your preferred language. We are here to assist you effectively, regardless of your language preference.
We hope this guide helps you easily connect with the PG&E customer service department you need. At PG&E, we are committed to providing excellent service and support to all our customers.
