Service Guarantees

Gas and electricity are essential to keep your life running smoothly, safely and efficiently. When your service is interrupted or in need of repair, you expect a reasonable and timely response. To ensure that we provide this to you, PG&E has implemented service guarantees, which spell out our commitment to prompt customer service for our customers

Guarantee 1: Missed Appointments

PG&E will meet the agreed upon appointment time set with our customer during contact with our Call Center or automatically credit your account $30. The following are circumstances when Guarantee 1 does not apply:

  • When a customer makes a "same day" appointment.
  • When a service person misses the appointment to respond to an immediate emergency.
  • Gas pilot light appointments between September 15 and December 15.
  • Where access to the customer's premise is not available or the customer is not ready for service.
  • During serious emergencies and/or storm conditions.

Guarantee 2: Non-Emergency Investigations

PG&E will investigate non-emergency situations (check meter) and communicate results to a customer within seven days of a customer's request. Check-meter appointments between October 15 and December 15 of each year will be scheduled within 10 workdays. If an off-site meter test is required, PG&E will communicate the results to the customer within 30 days. If access is required to the customer's premises, then an appointment is necessary. Failure to meet the service guarantee will result in a $30 credit to the customers account. An automatic credit to the customers account would apply only if PG&E misses a scheduled appointment date. If the appointment is scheduled beyond five workdays, the customer must notify PG&E to receive the credit. If PG&E's records show that such scheduling was at the customer's request, the credit does not apply. The following are circumstances when Guarantee 2 does not apply:

  • Company generated orders.
  • Where access issues exist.
  • When the service person is required to respond to an immediate emergency.
  • During serious emergencies and/or storm conditions.

Guarantee 3: Emergency

The Emergency Service Guarantee is not currently in effect.

Guarantee 4: Complaint Resolution

PG&E will decide on a course of action to resolve a complaint and communicate it to the customer within three working days. PG&E will communicate the complaints resolution to the customer within 10 working days, or 30 working days when an off-site meter test is required or an on-site home audit is requested. Failure to meet the service guarantee will result in a $30 credit to the customers account. The following are circumstances when Guarantee 4 does not apply:

  • Applicable only to complaints referred to PG&E from the Consumer Affairs Branch (CAB) of the California Public Utilities Commission
  • When resolution includes a pending outcome, which will appear beyond the guarantee period (e.g., a billing adjustment to be reflected on a future bill)
  • When the customer requests additional actions (e.g., re-reading or testing meters, scheduling customer appointments) to resolve the complaint
  • During serious emergencies and/or storm conditions

Guarantee 5: New Meter Installations

PG&E will meet the agreed upon date for new service meter installations and service turn-ons or automatically credit your account $50. The following are circumstances when Guarantee 5 does not apply:
  • Multiple (10 or more) gas and electric meter sets and service turn-ons for a contractor
  • Meter installations where a service turn-on had not been requested by the customer
  • When access to the premises is not provided by the customer or the customer's equipment is not ready (for example, work has not been inspected by the city) for the meter installation
  • When a service person misses the appointment due to the need to respond to an immediate emergency
  • During serious emergencies and/or storm conditions.

Guarantee 6: Electric Service Disruptions

PG&E will respond to customer calls reporting electric service interruptions within four hours by restoring service; or by informing the customer, upon request, when service restoration is expected; or automatically credit your account $30. The following are circumstances when Guarantee 6 does not apply:

  • When access to the area or customer premises is not available
  • When customers choose not to be notified of changes in the time service restoration is expected
  • During serious emergencies and/or storm conditions

Guarantee 7: Electric Service Restoration

PG&E will restore electric service within 24 hours, unless the cause is absolutely beyond our control, or we will automatically credit your account $30 for each 24-hour period you are without service. The following are circumstances when Guarantee 7 does not apply:

  • Planned service interruptions
  • When access to the area or customer premises is not available
  • During serious emergencies and/or storm conditions

Guarantee 8: Commencing Bills

PG&E will issue an accurate commencing bill to a new customer account within 60 days of service initiation, or we will automatically credit your account $30. The following are circumstances when Guarantee 8 does not apply:

  • Re-establishment of service following a shut-off for non-payment
  • When access to the area or customer premises is not available on the date requested
  • When the customer fails to request service in a timely fashion, but only after occupying a new residence, creating a retroactive bill
  • Cases of mail theft or a clear failure on the part of the U.S. Postal Service to deliver the first bill in a timely manner. PG&E must have documentation that notice was sent in a timely manner
  • When the customer provides inaccurate information at the time of requesting service initiation
  • Any major catastrophic event causing a disruption in transportation or communication within PG&E's service territory. For example, an event on the order of the 1989 Loma Prieta Earthquake or the 1991 Oakland Hills Firestorm, which prevents PG&E from either obtaining customer meter data in a timely fashion, or producing and/or delivering bills

Guarantee 9: Planned Interruptions

PG&E shall provide at least three days notice of a planned interruption in service. Failure to meet the service guarantee will result in a $30 credit to the customers account. This guarantee will require a customer call and PG&E investigation to determine if PG&E’s commitment to notify customers 72 hours in advance of planned interruptions was missed. Customers notified of planned service interruptions 72 hours in advance may have their service interrupted on multiple occasions on the date(s). The following are circumstances when Guarantee 9 does not apply:

  • If the planned interruption is canceled due to other commitments and emergencies
  • Customer supplies incorrect phone number, mailing address or if there is no access to the customer's premises
  • Service agreement is not established in PG&E's customer information system
  • If notification was made to customer of record but the customer failed to notify tenants
  • If customer agrees to a shutdown without three day's notice (PG&E will document the date and time of such discussion.)
  • The Unites States Postal Service failed to deliver notification in a timely manner, and PG&E has documentation that notice was sent timely (Sundays and holidays are excluded for the purposes of United States Postal Service mail notifications.)
  • Emergency interruptions (for example, equipment failure, imminent equipment failure, high/low voltage conditions, overload conditions, removing hazards from PG&E facilities, conditions that may affect public/employee safety, burned cross arms/poles, car-pole accidents, downed wire, etc.)
  • During serious emergencies and/or storm conditions

Guarantee 10: Service Termination in Error

Impacted customers will be eligible for a $100 credit adjustment if PG&E terminates service in error. The following scenarios are eligible for Guarantee 10 — Service Termination in Error:

  • Service interruptions due to an error in PG&E’s billing or meter reading processes when a customer has established service with PG&E or has taken all necessary steps to establish service with PG&E
  • Service interruptions due to non-payment of energy bills that occur after 8 a.m., where a customer made sufficient payment or a payment arrangement the previous day

The following are circumstances when Guarantee 10 does not apply:

  • Service interruptions to assure customer safety
  • Service interruptions due to catastrophic events
  • Service interruptions that last less than 1 hour
  • Service interruptions to repair or replace PG&E gas and/or electric facilities
  • Service interruptions to diagnose the possibility of switched gas and/or electric meters
  • Service interruptions due to a customer denying PG&E access to service PG&E facilities, including gas and/or electric meters
  • Service interruptions that occur after 8 a.m. on the same day as payment, when a customer is subject to a service disconnect due to non-payment of an energy bill
  • Service interruptions when PG&E has no record of a customer at the service address

PLEASE NOTE: These service guarantees have been adopted by the California Public Utilities Commission.

If you have more questions, view the FAQ page.

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