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Posted on August 30, 2017

PG&E’s Customer Service Hours Changing to Provide Better Service

By Cory Jackson

PG&E’s contact center non-emergency hours of operation will change on Oct. 1 in order to provide better service to its customers, without compromising safety, the company announced today (Aug. 30)

“By reallocating existing call center resources to more concentrated hours, we will provide our customers with improved service and shorter hold times during the periods of highest call volume,” said Laurie Giammona, PG&E senior vice president and Chief Customer Officer. “PG&E will continue to provide 24/7 availability for emergencies and our self-service channels are always available.”

In 2016, 93 percent of PG&E's non-emergency calls occurred within the new business hours (pictured: Amanda Marquez, who works at the company's contact center in San Jose). (Photo by David Kligman.)

In 2016, 93 percent of PG&E’s non-emergency calls occurred within the new business hours. In addition, 74 percent of all customer inquiries were self-service transactions completed through PG&E’s interactive voice response services and online via PG&E’s website. With the increased resources during the busiest hours, PG&E expects to see a significant improvement in calls answered within 60 seconds.

Effective Oct. 1, the non-emergency hours of operation will be:

  • Monday-Friday from 7 a.m. to 9 p.m.
  • Saturday from 8 a.m. to 6 p.m.
  • Sunday and after hours available 24/7 for emergencies
  • Automated customer service and emergency calls available 24/7

The new hours of operation will align more closely with the times customers call PG&E.  Customers will receive at least 30 days’ notice of the change in business hours.

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"PG&E" refers to Pacific Gas and Electric Company, a subsidiary of PG&E Corporation.
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