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The actions PG&E has taken.
PG&E has taken actions to support customers who lost their home or business because of the 2019 Kincade wildfire. Images: www.pge.com/en_US/residential/save-energy-money

PG&E Supports Customers
Impacted by 2019 Kincade Wildfire

Jan 8, 2020

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By Deanna Contreras - Pacific Gas & Electric - Marketing & Communications 

As part of its commitment to helping communities impacted by the 2019 Kincade wildfire, Pacific Gas and Electric Company (PG&E) outlined today a series of billing and service modifications as well as disaster relief available to support recovering customers.  

“Our hearts go out to our customers who are impacted by the recent Kincade fire. PG&E is committed to supporting customers in need by further enhancing our standing disaster billing and credit policies to allow our customers to focus on getting back on their feet. As customers concentrate on the future, we are with them every step of the way,” said Deb Affonsa, PG&E’s Vice President of Customer Service.

The actions PG&E has taken to support customers who lost their home or business because of the 2019 Kincade wildfire include:

  • Bill Forgiveness:  PG&E has suspended bills for customers who lost their home or business. For these customers, PG&E will bring their balance to zero for the PG&E energy charges associated with their lost locations. In partnership with PG&E customers who lost their home or business, those served by the local Community Choice Aggregation will also have energy charges brought to a zero balance.

  • Flexible Payment Plans:Once you start receiving gas and electric service again, we are offering flexible payment plans.

  • No Reconnection Fees: Waiving reconnection fees & return check fees.

  • No Security Deposits: Waiving new security deposits for up to one year.

  • Expediting Service Requests: Expediting move-in and move-out service requests. We are also offering the ability to re-establish service under a prior rate schedule.

  • No Temporary Service FeesWaiving fees for temporary service.

  • No Collections: Protecting customers from PG&E collections action through 2020, if the customer has a loss of property.

  • In-Person and Online Support: PG&E has dedicated service support for customers to initiate and track new and temporary electric service installation requests through pge.com/cco.  Through the portal, you will be assigned a dedicated member of the PG&E Community Rebuild Team.

One of the ways PG&E helps fire victime is by providing Temporary Power during repairs or rebuilding. Image: Screenshot from video: www3.pge.com/ccoweb/

Temporary Power - Remember to apply before you’re ready to start rebuilding.   PLAY VIDEO > 

In addition, we are extending additional support for low-income customers. For customers that qualify, PG&E offers additional support designed to help save money on bills:

  • California Alternate Rates for Energy (CARE) Program - Qualified households can save 20 percent or more each month on their energy bill.

  • Relief for Energy Assistance through Community Help  (REACH)  - Provides income qualified customers with financial assistance during times of hardship. Customers impacted by the 2019 Kincade wildfire are eligible for financial assistance. Certain limitations may apply.

  • Medical Baseline -Residential customers requiring electricity-powered medical equipment may qualify for an extra baseline allotment of electricity and gas. There are no income qualifications and certification by a doctor is required. Visit   www.pge.com/medicalbaseline  for more information.

  • Family Electric Rate Assistance (FERA)  Program  - Separate from CARE, income-qualified households with three or more persons can apply for a monthly discount on their electric bill.

For more information, please visit  pge.com/consumer-protections.  PG&E is continuing to work across the company to review policies and procedures to ensure we are supporting and providing relief to our customers who were impacted by wildfires.

Customers can reach us any time of day through PG&E’s dedicated Building and Renovation line    (877-743-7782)   with a special prompt for Kincade Fire victims.

PG&EAbout PG&E

Pacific Gas and Electric Company, a subsidiary of PG&E Corporation (NYSE:PCG), is one of the largest combined natural gas and electric energy companies in the United States. Based in San Francisco, with more than 24,000 employees, the company delivers some of the nation’s cleanest energy to nearly 16 million people in Northern and Central California. For more information, visit pge.com  and pge.com/news.


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