Residential Customer Service: Assistance for Your Home
For residential customers, PG&E provides dedicated support to manage your home energy needs. Whether you have questions about your bill, need to start or stop service, or are experiencing an outage, reaching the right team is crucial.
PG&E’s residential customer service is available during the following hours:
- Monday to Friday: 7 a.m. – 7 p.m.
- Saturday: 8 a.m. – 5 p.m.
- Sunday and After Hours: 24/7 for emergencies and automated customer service.
For immediate assistance, you can contact PG&E via phone:
- English: 1-800-743-5000
- Chinese (中文): 1-800-893-9555
- Vietnamese (Tiếng Việt): 1-800-298-8438
- TTD/TTY (California Relay Service): 7-1-1
Even outside of regular business hours, PG&E’s automated voice response system is available 24/7 to help you:
- Access your account information
- Make payments
- Manage billing transactions
- Connect, disconnect, or change your service
- Report power outages
Safety First: Always remember to call 8-1-1 before you dig to prevent damage to underground utilities.
Business Customer Service: Support for Your Enterprise
PG&E understands the unique energy needs of businesses. Their business customer service is designed to provide tailored support for business rate plan options, energy efficiency assessments, and various business programs.
Business customer service is available Monday to Friday, from 7 a.m. to 6 p.m. Contact details for business inquiries can be found on the PG&E website, ensuring businesses can access specialized support during operational hours.
Building and Renovation Service Center: Streamlining Your Projects
Navigating the energy aspects of building and renovation projects requires specific expertise. PG&E’s Building and Renovation Service Center is dedicated to assisting with these complex needs.
Payment Options: PG&E offers multiple convenient payment methods for building and renovation services:
- Check or cashier’s check
- Money order
- Online payment via ACH transfer (e-check)
For payments related to temporary power, meter charges, or Engineering Advance payments, PG&E provides an online portal:
- Log in to “Your Projects” account.
- Select “Pay Invoice”.
- Enter your bank routing and account details.
- Submit your payment.
- If applicable, after signing a contract, click “Finish” and complete the payment pop-up information.
For those without a “Your Projects” account, you can still make online payments by visiting the payment submission page.
Important Note: PG&E prioritizes your financial security and does not store any financial information after transaction completion.
Installment Payments: Please note that PG&E requires full payment before commencing any construction services or installing a meter. Installment payments are not accepted for these services.
Understanding ITCC Tax: The Income Tax Component of Contribution (ITCC) is a tax on advance payments collected by PG&E for facility installations. This is mandated by the California Public Utilities Commission (CPUC) and originates from the 1986 Federal Tax Reform Act. PG&E is required to collect this tax as per CPUC guidelines.
Accessibility Services: Ensuring Equal Access for All Customers
PG&E is committed to ensuring equal access for all customers, including those with disabilities. A range of accessibility services are available to support customers with vision, hearing, or speech disabilities.
For comprehensive information, visit PG&E’s Accessibility page.
Vision Disability Support: Customers with vision disabilities can request:
- Large print bills
- Braille bills
- Household appliance braille marking services.
For these services, please visit the language and assistive services page or call 1-877-660-6789.
Deaf/Hard of Hearing/Speech Disability Support: PG&E offers various services for customers who are deaf, hard of hearing, or have speech disabilities.
For TTY, Video Relay Service (VRS), and other calling services for the deaf and hard of hearing, contact the California Relay Service by dialing 7-1-1. Further details are available on the language and assistive services page.
Language Services: Bridging Communication Gaps
PG&E aims to serve its diverse customer base by offering language services to ensure effective communication for everyone.
Translated Bills: To receive your PG&E bill in Chinese (Cantonese or Mandarin) or Spanish:
- Log in to your online account.
- Scroll to the “Language” section.
- Select your preferred language.
- Click “Save Changes.”
General Information in Multiple Languages: General information about PG&E services is available in English, Chinese (中文), Spanish (español), and Vietnamese (Việt). When calling PG&E, you can request translation services to communicate in your preferred language.
PG&E Customer Service is dedicated to providing accessible, efficient, and comprehensive support for all your energy needs. By understanding the different departments and contact methods, you can ensure your queries are handled effectively, and you receive the help you need.
