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Tips For Property Managers

Using PG&E’s Customer Service

First point of contact:PG&E’s Business Customer Service Line:1-800 468-4743

About Multiple Requests:

  • If you have multiple requests (any number), you can call our 24-hour Customer Service line to handle those requests. There is no limit on the number of requests we can handle. Our customer service representatives can handle up to nine transactions with you during your initial phone call. Ten or more transactions will require that we call you back (within twobusiness days) to take all the information and complete your requests.
  • If you prefer, you can submit multiple requests to start, stop, transfer service, or change mailing address online at (see below).

Multiple-Order Requests Online (for fumigators, property managers, and developers only)
  • Please do not use these online forms for immediate service needs! The service date requested must be at least two business days from submission date (excluding weekends and holidays). If immediate service is required (within 48 hours), please call our 24-hour Customer Service line.
  • If service has been disconnected due to non-payment, please DO NOT use the online form to reconnect service. Please call our 24-hour Customer Service line.
  • Email requests will be processed within one business day of being received (Monday through Friday, excluding holidays). A confirmation response will be mailed back to your email address. Please verify that your email address and daytime phone number are correct in the event that we must contact you regarding your request.

  • Start Service (for which you will be the customer of record)
  • StopService (for which you are authorized)
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  • Transfer Service (for which you will be the customer of record)
  • Change Mailing Address (for which you are authorized)

About Our Forms:

Interim Service Agreement /

Request forService

  • This agreement permits service to remain active between tenancies: ( Service will generally stay on when the tenant proves notice of its intent to move, and service will be transferred into the name of the landlord. This will occur continuously between tenancies until the agreement has been terminated.
  • If you need service to stay on between tenants for clean and show purposes, having an executed form on file means you don’t have to call us. This will be handled automatically.
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  • Request for Service fax form for use with an active and valid ISA (

Property Manager Authorization to Receive Owner Information or Act on an Owner’s Behalf
  • This formwas developed to permit property owners to specifically delegate certain rights to property managers:
  • The form specifies authorization for nine items:

1. Billing records, billing history and all meter usage data used for bill calculation for account(s).
2. Copies of correspondence concerning (as applicable): Verification of rate, date of rate change, and related information; Contracts and Service Agreements; Previous or proposed issuance of adjustments/credits; or other previously issued or unresolved/disputed billing adjustments.
3. Investigation of utility bill(s). / 4. Special metering, and the right to access interval usage and other metering data on account(s).
5. Rate analysis.
6. Rate changes.

  • 7.Verification of balances on account(s) and discontinuance notices.
8. Request to change mailing address.
9. Request Service Requests-start/stop/transfer service.

Property Managers Who Are:

Listed as the Customer of Record: / Listed as the “in care of” Entity: / Authorized on the PMA Form:
CAN: /
  • Change mailing address
  • Discuss bill
  • Obtain billing/usage information
  • Make a payment plan
  • Request a pilot relight
  • Request a rate analysis
  • Request a rate change
  • Start service
  • Stop service
  • Transfer service
/ CAN:
CANNOT: /
  • Change mailing address
  • Discuss bill
  • Obtain billing/usage information
  • Make a payment plan
  • Request a pilot relight
  • Request a rate analysis
  • Stop service
  • Request a rate change
  • Start service
  • Transfer service
/ CAN: /
  • Change mailing address
  • Discuss bill
  • Obtain billing/usage information
  • Make a payment plan
  • Request a rate analysis
  • Request a rate change
  • Request a pilot relight
  • Start service
  • Stop service
  • Transfer service

Frequently Requested – Routine Transactions 1-800 468-4743
  • Start, Stop, or Transfer Service–requests for new service, turn service off, or transfer from one address to another.
  • Confirmation of Stop and/or Start–requests to verify these transactions were requested and/or processed.
  • Service Requests –requests including emergency service, safety inspections and appliance adjustments.
  • Seasonal Pilot Relights–requests to light the pilot on heaters/furnaces
  • Electric Power Outages
  • Emergency Response–requests such as gas leaks, a wire down, arcing wire, etc
  • Change of Mailing Address
  • Multiple address changes will result in a help ticket request
  • Account Balance & Payment Inquiry–including verification of payments, general questions about deposits
  • Misapplied Payments–inquires regarding payments that are applied to the incorrect account or for the incorrect amount.
  • Misapplied payment inquiries will result in a help ticket request
  • Billing Inquiries–how bill was calculated
  • After research, billing inquiries may result in a help ticket request
  • Deposit Inquiry – inquiries regarding why a deposit was charged
  • Pay Plans–requests to make a payment arrangement on an account
  • Inquiry about a high bill
  • High bill inquiry will result in a help ticket
  • Delayed Billing–routine requests to inquire about not receiving a bill for 2 (up to 6) months
  • In some cases, this request will result in a help ticket
  • Rates – routine requests to change a rate
  • This will result in a help ticket

PropMgrTips10/07