Privacy policy

Privacy Notice

Your privacy is a priority for PG&E, and we take efforts to protect the information we hold about you. This Privacy Policy addresses information obtained from California consumers, PG&E customers, website visitors and mobile application users and explains how we treat personal information that we collect and use about you.

• This policy applies by default to our interactions with California residents.  However, if you are presented with a different PG&E privacy notice while interacting with us, it will apply.
• This Privacy Policy covers Pacific Gas and Electric Company and its parent company, PG&E Corporation, and also covers any other site or service that links to this Privacy Policy. 

Customers with disabilities can access this Privacy Policy through Assistive Resources or by calling 1-877-660-6789.

Get additional information about:

• The privacy of your PG&E energy usage data
• Your privacy rights as a PG&E employee, job applicant or contractor

Definitions

Personal information: Identifies, relates to, describes, is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular consumer or household. It does not include:

• Publicly available information
• De-identified or aggregated information
• Information covered by certain federal and state laws.

You: Any California consumer, PG&E customer, website visitor or mobile application user.

How we collect your personal information

We may have collected personal information about you from a variety of sources in the past 12 months:

• From you:
  • When you set up your account.  
  • For billing and payment, or when you start, receive or discontinue services or products. 
  • When determining eligibility and your participation in utility programs.
  • When you interact with PG&E or its representatives, including when you visit our facilities.
  • By phone with a customer service representative or by mail, text or email. Also, through pge.com or our mobile apps.
    
    
• From our utility meters and other equipment: When you use electricity and gas, energy usage data is collected by our metering systems. For some applications, such as rate analysis, we link usage data with your personal information.
  
  
• From providers: We work with and receive personal information from third parties such as:
  • Service providers, vendors, contractors and credit agencies
  • Market researchers who provide utility products and services on our behalf
    
    
• From your use of our website or mobile apps: We collect information about your visits and use of our website and mobile apps, including information through cookies and other logging technologies.
  
  
• From other sources: We may supplement the information above with information we obtain from other sources. Those include Community Choice Aggregators and state and local government agencies.

Cookies and other tracking technologies

• Cookies. when you visit or use our website or online services, our server may create cookies, which are small text files that a website can send to your internet browser and may be stored in your browser or elsewhere on your computer. PG&E uses cookies and other similar technologies on our website and online services. We use cookies to evaluate website usage, provide energy services to you, and to offer programs and/or services that you may be interested in. 
  • PG&E Cookies: We use cookies on our website to provide basic functionality to the website for purposes such as logging into the system, maintaining session information, and enhancing access to the features of this website.
  • Google Analytics: Our website uses Google Analytics to help us analyze how users use the website and target users with appropriate advertisements. The information generated by the cookie about your use of the website (including your IP address) will be transmitted to and stored by Google. Read about Google's privacy practices.
  • To manage your cookie preferences, please use the "Do Not Sell My Personal Information" link in the footer of the web page. Additionally, you may disable our usage of cookies through your browser settings. Please note that if you disable your browser's ability to accept cookies, you will be able to navigate PG&E's website, but you will not be able to take advantage of certain features, such as "Remember My Username," and will not receive advertisements related to our programs or services that may be of interest to you.
• Third-Party Cookies: Third-party cookies may also be used on our website where a third party provides functionality to our website.

How we use your personal information

• Provide energy services or products to you.
• Communicate with you regarding our services and other products or services that may be of interest to you.
• Operate and maintain safe, secure and reliable public utility services and equipment under our legal obligation to serve you as a regulated public utility in California.
• Comply with a valid warrant, subpoena, or court order. Or, to exercise or defend legal claims or otherwise comply with our legal obligations.
• Comply with a California Public Utilities Commission request or order. Or, to comply with a request or order from other local, state or federal governmental agencies with legal authority to obtain the personal information from PG&E.
• Develop and implement marketing, education and outreach plans. to improve the services and products we provide to you and other consumers.
• Protect the safety and security of PG&E's customers, visitors, employees and contractors. Collecting and reviewing personal information helps protect against fraud, other crimes and threats to safety.
• Enable service providers and contractors to provide energy-related services, products or equipment on behalf of PG&E, as required to:
  • provide products and services to you
  • carry out business consistent with PG&E's commercial relationship with you
  • comply with PG&E's legal obligations as a regulated public utility, subject to appropriate confidentiality and security requirements.
• Notify credit reporting agencies and collection agencies to evaluate your credit. Or, if your account is assigned for collection.
• Assist emergency responders in situations of threats to life or property.
• For any other business or lawful purpose reasonably anticipated within the context of PG&E's relationship with you.
• For any purpose for which we obtained your consent.

How we disclose your personal information

• At your choice. You may authorize other companies or persons to receive your personal information from PG&E, including your energy usage data.

We may also disclose or transfer your personal information to:

• Service providers and contractors that provide services and support to us. They are contractually required to take reasonable steps to protect your personal information. They must also not use your personal information for any purpose other than that for which it was given.
• Regulatory authorities such as the California Public Utilities Commission, California Energy Commission, and other federal, state, or local agencies as required by applicable law.
• Financial services entities, including financial institutions, credit agencies, and other financial services entities that provide financial and auditing support services for our public utility programs and services.
• Third parties to fulfill legal obligations as required pursuant to a valid legal warrant, subpoena, court order, or other legal or regulatory mandate. Or, as necessary for PG&E to defend to assert legal claims.
• Third-party analytics companies to collect data about how you interact with our website and apps. This information may be used, for example, to improve the functionality of our website and services.
• Potential business partners in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.
• Other parties such as law enforcement or other government agencies when we, in good faith, believe: 
  • You or others are acting unlawfully
  • It is necessary or appropriate to satisfy any law, regulation or other governmental request
  • It is necessary or appropriate to protect the health and safety of our employees, other consumers, and the general public.
• Also:
  • To operate our business properly
  • To protect or defend our rights or the rights or well-being of our users  

Selling and sharing of personal information

PG&E has not sold consumers' personal information in the preceding 12 months for any monetary value. However, our use of certain website cookies may be considered a "sale" of information under California law. In the past 12 months, we may have disclosed your internet activity or geolocation with third parties whose cookies are on our websites. These cookies are used to:

• Analyze usage of our website
• Provide you with relevant PG&E advertising and products
• Provide additional, dynamic functionality to our websites 

You can opt-out of the use of these cookies by using the "Do Not Sell My Personal Information" link in the footer of this web page. We also recognize opt-out preference signals contained in HTTP header fields.

PG&E does not "share" personal information as that term is used in the California Consumer Privacy Act.

Disclosing aggregated and deidentified data

PG&E may share aggregated or deidentified, non-customer specific data and information derived from personal information with other entities to:

• Provide and improve programs as Energy Efficiency and Demand Response
• Inform California energy policy as directed by the California Public Utilities Commission and other government agencies that regulate PG&E

Financial incentives

We may offer financial incentives to consumers in exchange for sharing certain personal information with us. Participation and the rewards offered as incentives are set out within each program. Our good-faith estimate of the value of your information is the value of the benefit we offer to you. We calculate that value by using the expense to us of operating the program related to the benefit obtained by our running of the program. You can opt-in by signing up for the incentive when it is offered to you. Participation is always optional, and you can opt out of participating at any time as explained in the applicable program terms. You can also contact us at 1-877-660-6789 to unsubscribe or cancel your participation in any program.

Web browser "Do Not Track" signals

"Do Not Track" signals are used to attempt to limit tracking related to your visits to a website. Not all browsers offer a "Do Not Track" option and "Do Not Track" signals are not yet uniform. To the extent that your browser broadcasts a "Do Not Track" signal, our website is configured to recognize "Do Not Track" signals.

Links to non-PG&E websites

While browsing PG&E's website or online services not sponsored by PG&E, you may encounter and choose to access websites or online services operated by PG&E business partners, companies or agencies that may not be associated with PG&E by clicking on links or icons. These websites may collect data or personal information about you and your online activities. PG&E does not control and is not responsible for what these other parties do in connection with their websites or online services, or how they handle your personal information.

Retention

We retain your personal information based on legal requirements or business needs. Generally, we only retain personal information for as long as is reasonably necessary for our business purpose or as required by law. Customer data is typically retained for the duration of the relationship with PG&E and for an additional 5 years from end of customer relationship. Or, subject to legal or business needs, for a longer retention period. Business contact data is typically retained for the duration of the contract/agreement with PG&E and for an additional 11 years from the contract termination and/or expiration of the underlying contractual obligations. This data is also subject to a longer retention period for legal or business needs.

Establishing service and setting up an account

Establishing service: To start or re-start service, you may be asked to provide your Social Security number for us to validate your identity. You have the right to not provide your Social Security number. However, a deposit may be charged, and we will request alternate identification (e.g., driver's license, passport, state identification, etc.). The new-service deposit can be waived if the account is enrolled in paperless billing and recurring payment via pge.com or secured with a bill guarantor. The re-start deposit can be waived if secured with a bill guarantor.

Setting up your account: As a customer, you may sign up for an account online at pge.com. This will allow you instant access to your bill, to make online payments and receive important alerts. You can update your profile, personal information, and account preferences. If you sign up for an account, you will be asked to provide your email address. You have the right to decline to provide your email address. However, you will not be able to take advantage of our online services such as electronic billing and payments.

Email communications: You can opt-out of receiving certain email communications from us at any time. To do so, follow the unsubscribe link in the footer of the email. Or use the “Contact us” section below. If you have an online account with us, you can opt out of future mailings by updating the preferences section on the Profile & Alerts page within Your Account. Opting out of email communications does not mean PG&E will not contact you about your account or your electric and gas service. For example, current customers will continue to receive emergency notifications from PG&E as required by law. You cannot opt out of these communications.

Voice calls, texts and SMS messages: You may have the opportunity to receive occasional voice, text and SMS messages from PG&E. These are updates on our products and services, or about products and services that we think may be of interest to you. Frequency will vary. By providing your phone number and opting in to receive text messages, you expressly consent to receive these communications. This includes automated text messages to the phone number that you provide. Consent to receiving text messages is not required to receive products or services from PG&E. Message and data rates may apply, and your carrier's rates will apply. You can opt out of receiving future text messages or receive help by following the directions in the text message you receive. As we are in the United States, international rates may apply depending on your location. We may disclose your mobile phone number to service providers with whom we contract to send you automated text messages. However, we will not disclose your mobile phone number to third parties for their own marketing purposes without your express consent. Opting out of calls, texts and SMS messages does not mean PG&E will not contact you about your account or your electric and gas service. For example, current customers will continue to receive emergency notifications from PG&E as required by law. You cannot opt out of these communications.

Additional information for California residents

California Civil Code Section 1798.83 is also known as the "Shine the Light" law. It permits our users who are California residents to:

• Request and obtain from us, once a year and free of charge, information about categories of personal information (if any) we disclosed to third parties for direct marketing purposes  
• The names and addresses of all third parties with which we shared personal information in the immediately preceding calendar year 

If you are a California resident and would like to make such a request, submit your request in writing using information below under “Contact us.”

If you are a California resident, you are entitled to certain privacy rights relating to your personal information. This section describes those rights and how you can exercise those rights:

Right to know and access personal information
You have the right to access and know what personal information PG&E collects about you, including:

• The categories of personal information
• The categories of sources from which your information is collected
• The business or commercial purpose for collecting, selling or sharing your information
• The categories of third parties to whom we may disclose personal information  
• The specific pieces of information that we have collected about you 

You also have the right to request, to the extent technically feasible, a portable set of your personal information.

Right to request deletion of your personal information
You have the right to request that PG&E delete the personal information it has about you subject to certain limitations. If we do not delete your personal information for reasons permitted under applicable law, we will let you know.

Right to correct inaccurate personal information
You have the right to request PG&E to correct inaccurate personal information that we maintain about you.

Right to opt out of sale of your personal information
You may have the right to opt out of the sale or sharing of your Personal Data. PG&E recognizes opt-out preference signals contained in HTTP header fields. You can also use the “Do Not Sell My Personal Information” link at the bottom of our webpage.

Exercising your privacy rights

If you are a California consumer, to exercise your rights, please submit a request using one of the following:

Submit your customer privacy rights request under California Consumer Privacy Act.

Call us at 1-877-660-6789.

PG&E cannot respond to your request or provide you with personal information if we cannot verify your identity or authority to make the request and confirm the personal information relates to you. We will take steps to verify your identity using identity verification services. You are not required to create an account with us to submit a request. If you don't have an account with us, we may ask you to provide us with information about yourself to verify your identity.

We will only use personal information you provide in connection with identity verification to verify the requestor's identity or authority to make the request. When feasible, we will attempt to match the information you provide with information we may already have about you.

If you wish to authorize a third party to make a request on your behalf through an authorized agent, you must contact the PG&E Privacy Team directly and must provide a valid California power of attorney or comparable documentation of written permission from you and verification of your identity with PG&E. You may also make a privacy request on behalf of your minor child.

PG&E recognizes opt-out preference signals contained in HTTP header fields. When we receive an opt-out preference signal, we will process that signal as required by applicable law.

* PG&E tracks opt-out requests through individuals’ requests to opt of marketing and social media cookies. These data represent the total number of customers who have submitted opt-out requests, although individual customers may have submitted multiple requests during 2023.

Non-discrimination

We will not discriminate or retaliate against you for exercising any of your privacy rights identified in this privacy policy.

Security

We take reasonable and appropriate measures designed to ensure the integrity of our systems and protect your personal information. We regularly implement and update administrative, technical, and physical security measures to help protect personal information about you from unauthorized access, destruction or alteration. However, please understand that no method of transmission over the Internet or method of storing data is 100% secure. Therefore, we cannot guarantee absolute security.

Children's privacy online

Our services are not directed to children under 16 years of age. PG&E does not knowingly collect any personal information of children under 16 years of age unless required by applicable law. If you believe a child under 16 years of age has provided us with personal information, contact us at pgeprivacy@pge.com with a brief description of your concern.

Changes to this privacy policy

We review this Privacy Policy regularly. If we make material changes, we will attempt to notify you and/or obtain your consent, as required by law. We recommend that you regularly review this privacy policy.

Contact us

If you have questions, concerns, or complaints about this Privacy Policy, would like to request a current or previous version, or would like more information regarding our process for updating this Privacy Policy, you can contact us using the following options:

PG&E Residential and Business Customer Service
Correspondence Management Center
Attention: Privacy Management
P.O. Box 997310
Sacramento, CA 95899-7310

PG&E Residential Customers: Call 1-877-660-6789
PG&E Business Customers: Visit the Business Customer Service Center

Email: pgeprivacy@pge.com