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Power Outages

To measure PG&E's performance, we need to log all power outages--even short ones. Please make a Power Outage Report.

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PG&E Customer Service

At a city meeting on May 28 that the city manager and I requested with Pacific Gas & Electric, a number of residents raised concerns about PG&E Customer Service Department. They complained about not getting accurate information from PG&E when they call to report outages or when they ask what time power will be restored.

In a subsequent phone conference, PG&E officials described in detail how its customer service system works. Here are a few tips to remember:

• Always report an outage, even if you think your neighbors have done so, by calling 1-800-743-5002. The system doesn’t give an outage report priority until at least two people in the same circuit have reported it.
• Call from your primary home number, if possible - the number listed on your PG&E account. The system will find you more easily if that number is a lan line.
• When you report a problem to PG&E and listen to outage information, be aware that the information is repeated twice, then prompts you to request a call back. If you don’t request a call back, you won’t be notified.

Click here to read the complete list of Helpful Hints for Customers Reporting Outages, which we suggest you print out and keep by your phone.