The following is a statement from PG&E Corporation CEO and President Bill Johnson today (Oct. 29) on the company’s announcement of a one-time bill credit for customers impacted by the Oct. 9 Public Safety Power Shutoff event.
“We recognize the hardship caused by Public Safety Power Shutoffs in general and how those hardships were exacerbated by our website and call center communications issues related to the Oct. 9 PSPS event that impacted 738,000 customers. We are constantly working to execute these safety shutoffs more effectively while prioritizing public safety. It’s important to remember that the sole purpose of these power shutoffs is to reduce the risk of catastrophic wildfire in the communities that we serve.
We understand that power shutoffs are more than an inconvenience for our customers and we did not live up to their expectations when it came to communicating about this event. We have carefully considered the Governor’s request to provide reimbursement for our customers impacted by the Oct. 9 PSPS and we have agreed to move forward with a one-time bill credit for customers impacted by that event.
This is not an industry standard practice, nor approved as part of a tariff, but we believe it is the right thing to do for our customers in this case, given the challenges with our website and call center communications.”
Q&A
Q: How much will the reimbursements be for each residential and business customer?
As the Governor has requested, we will credit residential customers $100 and business customers $250. This will be in the form of a one-time on-bill credit (listed as a customer satisfaction adjustment) for customers who were impacted by the Oct. 9 PSPS.
Q: Why just the Oct. 9 PSPS?
The one-time bill credit is focused on the Oct. 9 Public Safety Power Shutoff event due to the hardship caused by the website and communications issues. We recognize our execution in these areas fell short of expectations, and we have taken steps to reduce those issues going forward.
Q: Why aren’t you providing bill credits for all PSPS events?
The Public Safety Power Shutoff program was approved by the CPUC. The sole purpose of the program is to reduce the risk of catastrophic wildfire in the communities we serve. We are providing one-time bill credits (customer satisfaction adjustment) for the October 9 event due to the fact that our website and call centers were not able to handle the volume of contacts, and because our customers did not have easy access to the information they needed. We have taken steps to reduce those issues going forward.
Q: What action do I need to take to ensure I get the bill credit?
Customers do not need to take any action. All customers impacted by the Oct. 9 PSPS will automatically receive a one-time on-bill credit (customer satisfaction adjustment) on their account.
Q: When will this credit occur?
In customers’ next billing cycle.
Q: What is the funding source for the reimbursements?
The funding will come from our shareholders. We will not seek cost recovery for the bill credits.
Q: How can you afford to do this when you are in bankruptcy?
PG&E has secured Debtor in Possession financing for its expenses during its Chapter 11 process.
Q: Are you doing this because of political pressure?
No. We recognize the hardship caused by the website and call center communications issues related to the October 9 Public Safety Power Shutoff that impacted approximately 738,000 customers. We are constantly working to execute these safety shutoffs more effectively while prioritizing public safety. It’s important to remember that the sole purpose of these power shutoffs is to reduce the risk of catastrophic wildfire in the communities that we serve
Q: Will you provide credits for future PSPS events?
This one-time bill credit is for the Oct. 9 event. After this wildfire season, we are open to having a policy discussion with our state regulators and others about how we can further help our customers manage through these types of safety shutoffs.
1 comment
Speaking as a customer of PG&E I feel the customers and PG&E are taking actions to assure a mutual self-destruction of our standard of living. We both need to do better.
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