PG&E Time of Use | Customer Communication
Amid the TOU transition, PG&E’s priority is to put customers first and provide as many resources as possible. Please see below for info on Time of Use and the communications that will be shared with customers in the next few months leading up to the transition.
CUSTOMER CHOICE
How do customers change their rate plan?
Customers can choose a different rate plan at any time by visiting their account online at https://pge.com/touinfo or by calling 1-866-743-7945. (This number is available through April 2022.)
Will customers stay on the Time-of-Use (Peak Pricing 4–9 p.m. Every Day) rate plan after the first 12 months? Will the new Time-of-Use rate plan end?
Customers who transition to the new Time-of-Use rate plan will remain on the plan until they enroll in another plan.
Can customers who moved to the Time-of-Use rate plan change their mind later? How?
Yes. Customers can choose a different rate plan at any time by visiting their account online at https://pge.com/TOUchoice or by calling 1-866-743-7945. (This number is available through April 2022.)
Is the move to Time-of-Use mandatory for customers?
No. All residential electric customers always have the option to choose another rate plan.
Can customers not included in the transition choose this new rate plan?
Yes. Customers can choose the Time-of-Use (Peak Pricing 4–9 p.m. Every Day) rate plan at anytime.
Will PG&E still offer the Tiered (E-1) rate plan?
Yes. PG&E offers customers a range of rate plans, including Tiered rate plans, Time-of-Use rate plans and a Home Charging plan for customers with electric vehicles and/or battery storage.
CUSTOMER COMMUNICATION AND SUPPORT
What resources is PG&E offering customers as part of the Time-of-Use transition?
PG&E provides resources to help customers find ways to shift some energy usage.
Customers can try the Time-of-Use (Peak Pricing 4–9 p.m. Every Day) rate plan risk-free with automatic Bill Protection for up to 12 months.
Customers can perform a home energy check-up to see their home’s personalized energy saving recommendations at https://pge.com/homecheckup
Customers can view a customized rate plan comparison at https://pge.com/myrate , or log in to their account online for personalized recommendations of additional ways to save.
If the Tiered (E-1) rate plan is a more cost-effective rate plan for a customer, why is PG&E automatically transitioning them?
The State of California is taking steps to create a cleaner energy future by requiring all investor-owned utilities to automatically transition eligible customers to the Time-of-Use (Peak Pricing 4–9 p.m. Every Day) rate plan that encourages electricity usage when demand is lower and renewable energy is more readily available.
Customers have a choice to keep their existing standard Tiered (E-1) rate plan or select an alternative plan.
Customers can choose their preferred rate plan at any time by visiting their account online at https://pge.com/TOUchoice or by calling 1-866-743-7945.
CUSTOMER CHOICE AGGREGATOR (CCA)
Are Community Choice Aggregator (CCA) customers part of this transition?
Yes, CCA customers are included in the transition. Most CCAs will transition their customers to the Time-of-Use (Peak Pricing 4–9 p.m. Every Day) rate plan at the same time that PG&E is implementing the transition. Only one CCA (Pioneer Community Energy) will not transition customers to the new rate plan at the same time as PG&E
Will PG&E notify CCA customers about the Time-of-Use transition?
Yes. PG&E will notify all eligible customers prior to the transition. For the customers served by both PG&E and a participating CCA, the notification letters will include the CCA and PG&E logos.