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Customer Care

At PG&E, we know that this is a difficult time for customers impacted by the 2017 Northern California wildfires. It is our goal to support you – on your schedule and through your preferred method.

For personalized assistance, customers can reach PG&E by emailing us at [email protected]  or through the customer service helpline at 1-800-743-5000.

New Gas & Electric Service

Moving and building a new home are both challenging, especially under these circumstances.

PG&E will expedite the establishment of new accounts and service and will waive all costs of starting or stopping gas or electric service for customers at temporary residences and future permanent homes, including required security deposits.

Get more information on the process to establish new service

Customer Solutions & Offerings

PG&E has undertaken many actions, and is offering new and enhanced solutions, to support customers affected by the 2017 Northern California wildfires. These include:

Helping customers rebuild sustainably

California’s Building Energy Efficiency Standards, called “Title 24, Part 6,” guide residential and non-residential building and construction across the state. The standards help to ensure energy efficiency in new construction to reduce greenhouse-gas emissions associated with buildings, as well as to lower energy costs for California customers. As a result, single family homes built to the latest 2016 standards will use approximately 28 percent less energy for lighting, heating, cooling, ventilation and water heating than homes built to the 2013 standards.

PG&E will increase incentives for the California Advanced Homes Program for new home construction and the Savings By Design program for new business construction for customers who lost their buildings during the October 2017 wildfires. Both programs offer incentives for building above energy efficiency code requirements based on standard energy design ratings.

Supporting savings for new homes

PG&E will increase the incentive for customers participating in the California Advanced Homes Program. For a new home that is built twenty percent above code, the incentive increases from $1,400 to $2,800. PG&E will work closely with both home builders and individual homeowners who are rebuilding to support participation. These changes will be available as they exist today through 2021.

Additionally, to support a shortage in local housing, PG&E expanded the California Advanced Homes Program to allow detached, in-law units with separate mechanical systems to receive full incentives for these areas. This means that multiple residential construction projects that share an electric meter and/or land parcel will be evaluated as separate projects and each of them will be individually eligible to participate and receive an incentive.

In addition to doubling incentives for existing programs, PG&E is partnering with Sonoma Clean Power and the Bay Area Air Quality Management District to support customers in Sonoma and Mendocino counties whose homes were destroyed by the October 2017 wildfires. The collaboration, called Advanced Energy Rebuild, allows homeowners and builders to access incentives from all three organizations with a single application.

Based on PG&E’s existing California Advanced Homes Program for new home construction, eligible customers can apply for the new Advanced Energy Rebuild program to receive up to $17,500 for rebuilding sustainably. Condominiums, apartments and in-law units will be eligible for a portion of the incentives. The program is available through December 31, 2019 or until funds run out.

Helping business owners save

For business owners, the Savings by Design program currently offers incentives up to $150,000 per building. PG&E will increase the incentives to up to $300,000 per building. Additionally, PG&E will increase its comprehensive design assistance, offer expedited application reviews and engineering and sales support for business customers who lost their property. These changes will be available as they exist today through 2023.

How to learn more

Customers can learn more about the California Advanced Homes Program at and Savings by Design at

Customers in Sonoma and Mendocino counties can contact Sonoma Clean Power or PG&E to learn more details about the new Advanced Energy Rebuild Program. Contact Sonoma Clean Power by visiting or emailing [email protected] and PG&E by calling 1-800-743-5000.