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• PG&E will provide payments to residential customers we determine were without power <br />for more than 48 hours due to a severe storm. <br />• The payments will range from $25 up to $100, depending on the length of the outage. <br />Eligibility <br />The Storm Inconvenience Payment provision of the Safety Net Program applies to <br />residential customers only (rate schedules E-1, E-6, E-7, E-8, E-9, EM, ES, ESR, ET, and <br />EV); customers also may be enrolled in programs such as CARE and medical baseline. <br />* Businesses, agricultural accounts, multi -family building common areas, streetlights, and <br />all other customers other than residential customers are ineligible for Storm <br />Inconvenience Payments. <br />• Storm Inconvenience Payments will not be issued to customers in areas where access to <br />PG&E's electric facilities was blocked (mud slides, road closures or other access issues). <br />Also, if customer equipment prevented restoral or extended customer outage (ex. <br />weatherhead, service drop, etc.). <br />• The outage must have occurred during a major weather-related event that caused <br />significant damage to PG&E's electric distribution system. <br />• The outage must have lasted more than 48 hours. <br />• Storm Inconvenience Payments are in increments of $25 ($100 maximum per event). <br />Payment levels are based on the length of the customer's outage: <br />0 48 to 72 hours $25 <br />0 72 to 96 hours $50 <br />0 96 to 120 hours $75 <br />0 120 hours or more $100 <br />• Both bundled -service and direct -access residential customers qualify for Storm <br />Inconvenience Payments. <br />• Storm Inconvenience Payments will be issued to the customer of record. <br />• A customer with multiple residential services such as a primary residence and a vacation <br />home is eligible for Storm Inconvenience Payments at each location where there was a <br />storm -related outage of more than 48 hours. <br />Customers must have an open account (service agreement) in good standing at the time of <br />the outage and at the time payment is issued (generally 45 to 60 days after the event). <br />• For master -metered accounts such as mobile home parks, the customer of record will <br />receive the Storm Inconvenience Payment for the master meter only. <br />Service Guarantee Program <br />Gas and electricity are essential to keep your life running smoothly, safely and efficiently. When <br />your service is interrupted or in need of repair, you expect a reasonable and timely response. To <br />ensure that we provide this to you, PG&E has implemented service guarantees, which spell out <br />our commitment to prompt customer service for our customers: <br />• Guarantee 1: Missed Appointments: PG&E will meet the agreed upon appointment <br />time set with our customer during contact with our Call Center or automatically credit <br />your account $30. <br />i Guarantee 2: Non -Emergency Investigations: PG&E will investigate non -emergency <br />situations (check meter) and communicate results to a customer within seven days of a <br />customer's request. Check -meter appointments between October 15 and December 15 of <br />each year will be scheduled within 10 workdays. If an off-site meter test is required, <br />PG&E will communicate the results to the customer within 30 days. If access is required <br />to the customer's premises, then an appointment is necessary. Failure to meet the service <br />guarantee will result in a $30 credit to the customer's account. An automatic credit to the <br />customer's account would apply only if PG&E misses a scheduled appointment date. If <br />21 <br />