Branch Offices are Closed

To keep our customers and employees safe, we have temporarily closed all our branch office payment locations. We offer many ways you can pay your bill. Click here for other payment options. Additional payment locations in stores may also be closed. If you’re having trouble paying your bill, please call our Customer Contact Center at 1-800-411-7343. We apologize for any inconvenience this may cause.

SDG&E’s Coronavirus Response:
Supporting Customers Through these Tough Times

In recent days, as our country, state and region work to contain the spread of the coronavirus, SDG&E has taken many actions to protect our customers and employees. We are here to help our customers and support their energy needs.

 

Providing Reliable Service

Safety is our highest priority at SDG&E. To us, safety first means that we take seriously our responsibility to prepare for crises, just like the current coronavirus outbreak. Our goal is to maintain safe and reliable electric and natural gas services 24 hours a day, 7 days a week, 365 days a year.

Please know that we have strong plans in place to keep power flowing. As a company that provides a critical service to the community, we have decades of experience preparing and responding to crises.

Payment Help

Shutting Off Power: SDG&E knows that our customers’ lives and income have been affected by this public health crisis. For that reason, SDG&E will not shut off service to residential customers with unpaid bills until further notice. Nothing means more to us than the health and safety of you and your loved ones and the last thing we want you to worry about is whether you can afford to keep your lights on.

SDG&E had voluntarily suspended service disconnections for residential customers due to nonpayment when shelter-in-place orders were issued. However, as the economy reopens,  normal business procedures will resume. 

Flexible Payment Plans: If you’re a residential customer and having trouble paying your energy bill, please call us at 1-800-411-7343 to work out a payment plan.

For our business customers, please contact our Business Contact Center at 1-800-336-7343 to request a payment plan. You can also visit sdge.com/recovery for more resources and information to help your business. 

Debt Relief:  Qualified residential CARE or FERA customers may be eligible for financial assistance to help reduce outstanding account balances. Learn more.

Assistance Programs:  If you have recently lost your job, even if you are receiving unemployment benefits, our CARE program can save you 30% or more on your energy bill. If you don't qualify for CARE, we automatically check to see if you qualify for FERA, which offers an 18% monthly bill discount to families of three or more. Simply complete the online application and we’ll let your know if you qualify based on your current participation in certain public assistance programs or your annual household income as of today. No additional documents are required to apply. Learn more.

The Low-Income Home Energy Assistance Program (LIHEAP), is federally funded and helps low-income households with their energy bills. The program is overseen by the California Department of Community Services and Development (CSD) and administered by nonprofit agencies that have funding available right now to help residents with up to $1,000 on their energy bills. Additional funding is also expected with the recent passage of the federal economic stimulus package. To learn more about income eligibility guidelines and participating agencies, visit 211sandiego.org. 

Rent and Utility Bill Relief: If you’re a renter who has experienced financial hardship as a result of COVID-19, and meet income guidelines, you may be eligible for rent and utility bill assistance.  Depending on where you live, you may apply to the program administered in your community.

For more information, visit https://sandiegocounty.gov/sdhcd/

Branch Offices/Payment Locations: At this time, our branch offices are closed. Some payment locations in retail stores may be open, but that can change as the days go on. We encourage our customers to follow the order from authorities to remain at home. You can always pay your bill online via My Account or through our mobile app.

Planned Outages

Delaying Planned Outages: We are postponing all planned outages that are not related to the safety of our customers. We will only continue with planned outages that are needed to support public safety, emergencies and wildfire safety. We will continue to do everything we can to decrease disruptions for our customers.

We are working as quickly as we can to update our Outage Map to show the latest cancelled planned outages. Please note there may be a lag between when a planned outage is cancelled and when it is noted on the map.

Community Support

COVID-19 Community Response Fund

To date, we have donated $3 million in shareholder funds to the San Diego COVID-19 Community Respond Fund. This fund helps support local nonprofit groups that provide food, rent and utility payment assistance, as well as resources to overcome the digital divide.

Scam Alert

During scary times, scams aimed at utility customers increase. We urge you to call us at 1-800-411-7343 if you are worried about any coronavirus-related emails or calls you receive from people claiming to be with SDG&E. We will never call you or email you to demand payment and threaten to disconnect your service if payment isn’t received immediately. Click here for tips on how to spot a scam.

Safety Measures

In order to protect our customers, employees and our community, we are following safety measures suggested by the Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO).

These safety measures include the following:

  • Adding more safety measures for employees performing work in customer homes and businesses. We are practicing social distancing, and are using personal protective equipment, such as disposable nitrile gloves. Please note, employees in the field may be wearing out of the ordinary protective clothing as a safety measure.
  • Using email, phone and video conference to speak with and serve customers, whenever possible.
  • Providing additional hand sanitizers throughout our facilities, including branch offices/payment locations.
  • Cleaning facilities more frequently with hospital-grade cleaning products.
  • Restricting access to facilities that are critical to operations.
  • Employees working from home where possible.

To ensure stability within our operations, SDG&E has also added employee travel restrictions and rules to limit in-person meetings for onsite employees.

Changes to Facilities and Operations

The Energy Innovation Center is closed to the public until further notice. All classes have been moved online or cancelled.

All branch offices are closed as of March 20 until further notice. You may see employees at branch offices. They are doing essential work.

Some programs that require onsite visits to business or homes have been suspended. Where possible, we ask that our customers reach out to us via phone, email or video conference.

Energy Saving Tips

With many in our community working and caring for their children at home, households may see an increase in energy use. Please visit our Energy Savings page for tips to reduce energy use at home.