How to Get Help Paying Your PG&E Bill

If your Pacific Gas and Electric Company (PG&E) bill is more than you can handle this month, there are several official programs that can lower your bill, give you a one-time credit, or stop a shutoff while you get caught up. This guide focuses on how PG&E bill assistance typically works for California residential customers and what you can do today to start the process.

PG&E has its own assistance programs and also partners with Community-Based Organizations (CBOs) and county social service agencies that handle federal energy assistance. You usually have to apply separately for each program.

Quick summary: main ways to get PG&E bill help

• Call PG&E customer service and ask about: CARE, FERA, Medical Baseline, and payment arrangements.
• Apply for CARE or FERA for a monthly discount if your household income is within limits.
• Ask a local Community-Based Organization about the Relief for Energy Assistance through Community Help (REACH) program for a one-time credit.
• Contact your county social services office and ask about LIHEAP for help with energy bills.
• Request a payment arrangement or extension directly from PG&E to stop or delay a shutoff while applications process.

1. The main PG&E bill assistance options

PG&E bill assistance is handled through a mix of PG&E-administered programs and government-funded or nonprofit programs that pay part of your bill directly to the utility. The main ones most households actually use are:

• CARE (California Alternate Rates for Energy) – a monthly discount (often around 20%+ off) on your PG&E bill if your household income is under set limits or you are enrolled in certain public benefit programs.
• FERA (Family Electric Rate Assistance) – a smaller electric-only discount for households that are slightly over CARE limits but still low income, with at least three people in the home.
• REACH (Relief for Energy Assistance through Community Help) – a one-time bill credit (subject to funding and eligibility) usually processed through nonprofit partners.
• LIHEAP (Low-Income Home Energy Assistance Program) – a federal program run by county or local community action agencies, often offering a one-time payment toward your PG&E bill.
• Medical Baseline – gives extra energy at a lower rate if someone in the home has qualifying medical needs that require additional heating, cooling, or certain medical devices.
• Payment arrangements and extensions – agreements with PG&E to spread a past-due balance over several months or push the due date out, sometimes used together with the above programs.

Rules, income limits, and available funding can change and may vary by county and by your specific situation, so always confirm details with the official office or program before relying on any one option.

Key terms to know:

• CARE — PG&E discount program that lowers monthly bills for eligible low-income households.
• FERA — PG&E discount program for slightly higher-income, larger households using more electricity.
• LIHEAP — Government energy assistance that sends a payment directly to your utility on your behalf.
• Medical Baseline — Special lower-rate energy allowance for households with qualifying medical needs.

2. Where to go officially for PG&E bill assistance

There are four main “system” touchpoints most people need to use:

1. PG&E customer service and online account portal – This is where you:

   • Enroll in CARE, FERA, Medical Baseline.
   • Set up payment arrangements or ask about extending a due date.
   • Check if you’re already enrolled in a discount program.

2. PG&E-approved Community-Based Organizations (CBOs) – These are nonprofit agencies, often community action agencies, churches, or social service nonprofits that:

   • Take applications for REACH one-time bill assistance.
   • Sometimes help you complete CARE/FERA applications or refer you to LIHEAP.

3. County social services or community action agency office – This is usually the official office that:

   • Administers LIHEAP for your area.
   • May also help with other emergency assistance that can be used for utility bills.
   • Often requires an in-person or phone intake plus documentation.

4. Local legal aid or consumer counseling nonprofits – Not for paying the bill directly, but:

   • Help if you’re facing disconnection or have a dispute about charges.
   • Explain your rights around shutoff, notices, and payment plans.

To avoid scams, look for offices and portals ending in “.gov” for LIHEAP and county services, and use the official PG&E customer service number printed on your bill for any PG&E program. Third-party sites that charge “sign-up fees” for discount programs are a red flag.

3. What to gather before you apply

Most PG&E assistance programs require proof of who you are, where you live, and what you earn. Having these ready can speed things up and reduce back-and-forth.

Documents you’ll typically need:

• Recent PG&E bill with your account number and service address.
• Photo ID (such as a driver’s license, state ID, or other government-issued ID) for the primary account holder.
• Proof of income for all adults in the household, such as recent pay stubs, unemployment benefit letter, Social Security award letter, or benefit approval notices (like CalFresh or SSI).

Other documentation that is often required or helpful includes:

• Proof of residence, such as a lease, mortgage statement, or another utility bill showing the same address as the PG&E account.
• Social Security numbers or ITINs for household members (some programs ask but do not require everyone to have one).
• For Medical Baseline, a doctor’s certification form or letter confirming qualifying medical conditions or devices.
• For REACH or LIHEAP, any disconnection or past-due notice from PG&E and information on other household bills may be requested.

If you are missing proof of income (for example, paid in cash), ask the agency if they accept self-declaration of income or a letter from your employer; policies differ by county and program.

4. Step-by-step: what to do today and what happens next

Step 1: Contact PG&E about your immediate situation

Today’s concrete action:
Call the PG&E customer service number listed on your bill and say something like, “I’m struggling to pay my bill. Can you check if I’m eligible for CARE or FERA and help me set up a payment arrangement?”

Ask about:

• CARE/FERA enrollment – Some customers are auto-enrolled using data from other programs, but many are not.
• Payment arrangement or extension – Request this especially if you have a disconnection notice.

What to expect next:
Typically, the representative will review your account, tell you your current balance and due dates, and may set up a multi-month payment plan or a short extension while you apply for assistance. They may also direct you to apply online for CARE/FERA or mail you a paper form if you cannot apply online.

Step 2: Apply for CARE or FERA directly with PG&E

Once you’ve spoken with customer service or logged into your online account:

1. Fill out the CARE or FERA application through PG&E’s official portal or by paper form.
2. Provide total household income and household size; some applications may require you to upload or later submit proof of income.
3. Sign or certify that the information is accurate.

What to expect next:
PG&E generally reviews applications and, if approved, applies the discount to future bills, sometimes retroactively to your last month or so, but this is not guaranteed. If they need more information, they may send a verification request, often asking for copies of income documents by a specific deadline; missing this can result in denial or removal from the program.

Step 3: Reach out for one-time assistance (REACH or LIHEAP)

If you have a large past-due balance or a shutoff notice, you’ll likely need more than just a discount.

1. Search for your county’s “LIHEAP” or “community action agency” portal and call the number listed for energy assistance intake.
2. Ask directly: “Are you currently taking LIHEAP applications for PG&E customers, and what documents do I need?”
3. In the same call or separately, ask PG&E customer service for a list of local Community-Based Organizations that offer REACH assistance, then call one and ask how to apply.

What to expect next:
For LIHEAP, many counties place you on a waitlist or schedule an appointment (phone or in-person). After intake, they decide whether to issue a one-time payment to PG&E on your behalf; this is not immediate and can take weeks or longer depending on funding and workload. For REACH, the CBO staff will review your documents, confirm your PG&E account, and, if approved and funds are available, submit a pledge to PG&E for a specific amount; PG&E then applies this as a credit to your account, often within a short time after the pledge is processed.

Step 4: Consider Medical Baseline if there is a qualifying condition

If someone in your home uses life-support equipment, requires controlled temperatures, or has a serious condition affecting energy use:

1. Ask PG&E customer service for Medical Baseline information or forms.
2. Take the form to a licensed medical provider (doctor, nurse practitioner, or other allowed provider) to complete.
3. Return the completed form to PG&E by the method they specify (mail, upload, or fax).

What to expect next:
If approved, PG&E typically increases the amount of energy billed at the lowest rate on your account and may flag the account for additional protections against shutoff, though those protections are not absolute. You may need to re-certify periodically, especially if the condition is not classified as permanent.

Step 5: Track your status and follow up

Because multiple programs may be involved:

1. Keep a written list of every application you submit, including dates, agency names, and case or confirmation numbers.
2. If you have not heard back within the time frame the office gave you, call again and say, “I applied for energy assistance on [date]. Can you check the status of my application?”

What to expect next:
PG&E may show pending or posted credits on your account when LIHEAP or REACH payments are pledged, but the timing varies. You may receive letters by mail or phone calls requesting additional documents; if you do not respond by the stated deadline, applications are commonly closed or delayed.

5. Real-world friction to watch for

Real-world friction to watch for
A very common snag is that people start a LIHEAP or REACH application but do not complete it because they cannot quickly locate all required documents (especially proof of income for everyone in the home), and the agency then closes the case. To avoid this, gather income documents, your PG&E bill, and ID before your intake appointment, and if you truly cannot find something, tell the worker during the appointment and ask what alternative proofs they accept so your application is not left incomplete.

6. Safe, legitimate help if you’re still stuck

If you’re hitting roadblocks, there are additional, legitimate help options:

• County social services office: Ask for “emergency utility assistance” in addition to LIHEAP; some counties have separate crisis funds that can be used for PG&E bills.
• Local legal aid office: If PG&E has scheduled a shutoff, or you believe you received incorrect charges, legal aid can often explain your rights and contact the utility on your behalf in urgent cases.
• Nonprofit financial counseling agencies: Some licensed nonprofit credit counselors can help you build a budget, prioritize which bills to pay first, and plan around future PG&E bills.
• City or county 2-1-1 information line (where available): You can call and say, “I need help paying my PG&E bill; can you give me contacts for LIHEAP, REACH, and any other local utility assistance programs?”

Be cautious of anyone who charges a fee to “get you a PG&E discount” or requests your online PG&E login or full Social Security number without being part of an official .gov agency, PG&E itself, or a well-known nonprofit. Assistance is typically free, and you should always confirm you are dealing with an official utility, government agency, or recognized nonprofit before sharing personal information.

Once you have your documents ready and know which official office you’re working with—PG&E directly, a county LIHEAP office, or a CBO for REACH—you can make the next phone call or submit the next application with a clear idea of what will happen and what to watch for.