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PG&E

United States Energy

Pacific Gas & Electric customer service and complaints

Electric and gas service in northern and central California

Provisional entry Checked 2 Nov 2026 Pacific Gas and Electric Company
1-800-743-5000 Support site

Pacific Gas and Electric serves northern and central California. The main customer line handles billing and service; the outage line is separate and should be used for downed lines, outages and gas smells.

Step one

Ways to contact Pacific Gas & Electric

Customer service Primary

1-800-743-5000

Mon–Fri, 7am–7pm

Billing, accounts, payment arrangements and service requests.

Call

Outages & emergencies

1-800-743-5002

24/7

Downed power lines, outages and gas smells.

Call

Online account & chat

PG&E account centre

24/7

View usage, bills and payment options.

Open

Formal complaint form

Open complaint form

Use this after contacting support if the issue is not resolved.

Open

Check for an outage before you call: service status page.

Step two

How to complain about Pacific Gas & Electric

Work through the stages in order. Each one creates the paper trail the next stage needs.

  1. 1

    Stage 1

    Open a complaint with Pacific Gas & Electric

    Straight away, especially before a shutoff date

    Call or use the online form and ask for a formal complaint. Record the representative's name, the date and the complaint reference. Ask for the disputed amount to be held while it is investigated.

    Use the contact channels on this page.

    Ask whether the utility can place a hold on collections while the complaint is open.

  2. 2

    Stage 2

    Put the dispute in writing

    Allow 7–14 days

    Send a written summary with meter readings, bills and the remedy you want. Ask for a response within a set period and keep a copy.

    Email or use the utility's complaint form.

    Photograph your meter on the date you send the letter.

  3. 3

    Stage 3

    File with your state utility commission

    After the utility's first response, or urgently before a shutoff

    Your state PUC or consumer advocate can open an informal complaint, require the utility to respond and, in some cases, hold disconnection while the case is reviewed.

    Find your state commission's consumer complaint page and upload your evidence.

    Call the commission's consumer hotline if a disconnection is imminent; do not rely only on email.

  4. 4

    Stage 4

    Ask about hardship and shutoff protections

    Before any disconnection

    Many states have cold-weather rules, medical protections and low-income payment plans. Ask the utility and the state advocate which protections apply to you.

    Request the rules and any application forms in writing.

    Keep proof of any medical certificate or benefit award you submit.

Step three

Formal complaint letter template

Formal complaint letter template (US energy). Copy it, fill in the bracketed fields and keep a dated copy.

Template
[Your name]
[Your address]
[Your email]
[Your phone]

[Date]

Pacific Gas & Electric
Customer Complaints Team

Account number: [account number]
Service address: [service address]

Dear Complaints Team,

I am writing to make a formal complaint about my electricity / gas account.

What happened

[Explain the billing, meter, outage, shutoff or service issue and give dates. Include meter readings and the amounts in dispute.]

What I want

[State the remedy you want: corrected bill, refund, payment plan, restoration of service or compensation.]

Please respond in writing by [date]. If the issue is not resolved, I intend to file a complaint with [state public utility commission] and my state consumer advocate.

Sincerely,

[Your name]

Send it by a method you can prove — email with read receipt, or tracked post — and keep the reference number.

If it is not fixed

Escalate to the regulator

Use these routes only after the provider has had a fair chance to respond, or if they have breached a published deadline.

CPUC California Public Utilities Commission California — multi-sector The California Public Utilities Commission regulates privately owned electric, natural gas, water, telecommunications and passenger transportation co… Make a complaint Details
NY PSC New York State Public Service Commission New York — multi-sector The New York State Public Service Commission regulates electric, natural gas, steam, water and telecommunications utilities across New York. Its cons… Make a complaint Details
PUCT Public Utility Commission of Texas Texas — multi-sector The Public Utility Commission of Texas regulates electric, telecommunications, water and sewer utilities in Texas. It oversees the state's compe… Make a complaint Details
FPSC Florida Public Service Commission Florida — multi-sector The Florida Public Service Commission regulates investor-owned electric, natural gas, water and telecommunications utilities in Florida. Its consumer… Make a complaint Details

Questions

Pacific Gas & Electric FAQ

How do I dispute a PG&E bill?

Call 1-800-743-5000, ask for a billing review and a complaint reference, then follow up in writing with meter photos and bill copies. If it is not resolved, file a complaint with the California Public Utilities Commission.

What should I do if I smell gas?

Leave the area and call PG&E's emergency line at 1-800-743-5002 or 911 from a safe location. Do not use switches, phones or flames near the smell.

Who regulates my electricity or gas utility?

Investor-owned utilities are usually regulated by your state public utility commission. Municipal utilities and cooperatives often answer to a local board or city council. Check your bill or the utility's website for the regulator's name.

Can I complain about a disconnection notice?

Yes, and urgently. Contact the utility first, then your state PUC or consumer advocate. Many states require notice, offer payment plans and protect customers with medical needs or young children. Do not wait until the disconnection date.

Who regulates a city-owned utility?

Usually not the state public utility commission. City-owned utilities answer to the city council or a municipal utility board. Check your bill or the utility's website for the governing body before filing a complaint.

Sources

Where this information comes from

Provisional entry

Compiled from official provider and regulator pages, last checked 2 Nov 2026. Contact details change — confirm on the official page before relying on them.

How we verify pages

Keep going

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