Pacific Gas and Electric serves roughly 16 million people across Northern and Central California. If you are behind on your PG&E bill, you have more options than the first representative might offer. California has some of the strongest utility consumer protections in the country, and PG&E is required to offer payment plans, discount programs, and assistance before disconnecting your service.
This guide covers every PG&E payment option, discount program, and complaint path available in 2026.
PG&E payment plan options
Standard installment plan
PG&E offers installment plans that let you spread a past-due balance over several months. You can set one up by calling 800-743-5000 or through your online account at pge.com.
- Typical plans run 6 to 12 months depending on the balance
- A down payment may be required
- You must continue paying current bills on time while on the plan
Extended payment plan for income-eligible customers
If your household income qualifies, you may be eligible for longer repayment terms with reduced or no down payment. Ask specifically for hardship or income-based arrangements.
Budget billing (Average Payment Plan)
PG&E's Average Payment Plan spreads your annual energy costs evenly across 12 months. This does not reduce your total cost but eliminates seasonal spikes. You need at least 12 months of billing history to qualify.
Discount programs
CARE (California Alternate Rates for Energy)
CARE provides a discount of 20 percent or more on monthly PG&E electric bills and a 20 percent discount on gas bills for income-eligible customers.
- Income limits: Based on household size and total income (updated annually)
- How to apply: Online at pge.com, by phone, or by mail
- Enrollment period: Once approved, you are enrolled for two years with automatic re-certification
FERA (Family Electric Rate Assistance)
FERA provides an 18 percent discount on PG&E electric bills for households of three or more that slightly exceed CARE income limits.
- Key difference from CARE: FERA has higher income thresholds but only applies to electricity, not gas
- How to apply: Same process as CARE — online, by phone, or by mail
Medical Baseline
If someone in your household depends on life-support equipment or has a qualifying medical condition, Medical Baseline provides additional electricity at the lowest baseline rate.
- A physician must certify the medical need
- The additional allocation helps offset the cost of running medical equipment
- This is separate from and can be combined with CARE or FERA
California disconnection rules
California has strict requirements that PG&E must follow before shutting off your service:
- 15-day written notice must be sent before disconnection
- Separate 48-hour notice is required after the 15-day notice
- No weekend or holiday shutoffs without ability to reconnect same day
- Payment plan offer required: PG&E must proactively offer at least 3 to 12 months to pay off past-due amounts before disconnecting
- Medical protections: A medical certificate from a doctor can prevent disconnection for 30 to 60 days
- Disputed charges: PG&E cannot disconnect for charges you are actively disputing if you pay the undisputed portion
REACH and other assistance programs
REACH (Relief for Energy Assistance through Community Help)
REACH provides one-time financial assistance to income-eligible PG&E customers who have experienced a recent hardship such as job loss, illness, or unexpected expense.
- Grants can help cover past-due balances
- You may qualify even if you are already on CARE or FERA
- Apply through local community agencies that partner with PG&E
LIHEAP (Low Income Home Energy Assistance Program)
California LIHEAP provides grants to help low-income households pay energy bills. Contact your local Community Services Department or call 866-675-6623.
Arrearage Management Program (AMP)
PG&E participates in California's AMP, which forgives portions of past-due balances for income-eligible customers who make on-time payments over 12 months.
How to file a CPUC complaint against PG&E
If PG&E refuses to work with you on a payment plan, disconnects your service improperly, or violates any of the rules above, file a complaint with the California Public Utilities Commission:
- Phone: 800-649-7570
- Online: cpuc.ca.gov/consumer-support/file-a-complaint
- What to include: Your PG&E account number, dates and details of what happened, names of representatives you spoke with, and what resolution you are requesting
The CPUC's Consumer Affairs Branch will contact PG&E on your behalf. PG&E cannot disconnect your service for disputed charges while a CPUC complaint is pending.
Quick action checklist
- Call PG&E at 800-743-5000 and request an installment plan
- Ask about CARE, FERA, and Medical Baseline discounts
- Apply for REACH if you have had a recent financial hardship
- Apply for LIHEAP through your local community agency
- If PG&E refuses, file a CPUC complaint at 800-649-7570
- Keep records of every call, notice, and payment
Bottom line
PG&E must offer payment plans and discount programs before disconnecting your service, and California's two-step notice requirement gives you time to act. If PG&E is not cooperating, the CPUC complaint is your strongest tool. It is free, it is fast, and it shifts the conversation from customer service to regulatory compliance.
