FAQs • Menlo Park, CA • CivicEngage

Can I opt out of these alerts?: You cannot opt out of any of the advance notifications (48-hour, 24-hour or shutoff). You can, however, opt out of updates during the public safety power outage, including the final communication letting you know that power has been restored. This opt-out preference will only be in effect for the specific outage and will not carry over to any future outages. You will be able to opt out of updates during future outages.

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Public Safety Power Shutoff

1. How will PG&E determine the need to turn off power for safety?

No single factor drives a Public Safety Power Shutoff, as each situation is unique. PG&E carefully reviews a combination of many criteria when determining if power should be turned off for safety. These factors generally include, but are not limited to:

A Red Flag Warning declared by the National Weather Service
Low humidity levels, generally 20 percent and below
Forecasted sustained winds generally above 25 mph and wind gusts in excess of approximately 45 mph, depending on location and site-specific conditions such as temperature, terrain and local climate
Condition of dry fuel on the ground and live vegetation (moisture content)
On-the-ground, real-time observations from PG&E's Wildfire Safety Operations Center and field crews

Importantly, while PG&E monitors and takes into consideration Red Flag Warnings issued from the National Weather Service, the issuance of a Red Flag Warning does not automatically trigger a Public Safety Power Shutoff.

Visit PG&E's website for more information

2. Which customers are most likely to have their power turned off?: The most likely electric lines to be considered for a public safety power outage will be those that pass through areas that have been designated by the California Public Utilities Commission (CPUC) High Fire-Threat District map at elevated (Tier 2) or extreme risk (Tier 3) for wildfire. Customers outside of these areas could have their power shut off, though, if their community relies upon a line that passes through a high fire-threat area. PG&E wants all of its customers to be prepared for possible public safety power outages.
Visit PG&E's website for more information

3. How often will these public safety power shutoffs occur?

We anticipate that a Public Safety Power Shutoff could occur several times per year in PG&E’s service area although it is impossible to predict with certainty when, where and how often extreme weather conditions could occur given the rapidly changing environmental conditions.

While customers in high fire-threat areas are more likely to be affected, any customer could have their power shut off if their community relies upon a line that passes through a high fire-threat area. PG&E wants all of its customers to be prepared for this possibility no matter where they live or work.

Visit PG&E's website for more information

4. Why would power be shut off in a community not experiencing strong winds?

Predictions of strong winds are one of several criteria that PG&E considers when deciding to initiate a Public Safety Power Shutoff, along with other factors like predictions of very low humidity levels combined with critically dry vegetation and on-the-ground observations.

Although you may not live or work in a high fire-threat area, or an area experiencing high winds, your power may be shut off if your community relies upon a line that runs through an area experiencing gusty winds and dry conditions, combined with a heightened fire risk.

Visit PG&E's website for more information

5. I am a medical baseline customer and/or I have special medical needs. Will my power be shut off?

If PG&E needs to turn off an electric line for safety, all customers who receive power from that line would be affected. Emergency facilities such as hospitals and fire and police stations typically use generators to remain open.

A Public Safety Power Shutoff could last for several days. If you have special needs that require electricity, PG&E asks that you have an emergency plan in place. Be ready to act if you are notified by PG&E that a shutoff is imminent. Keep emergency phone numbers handy and plan for a backup location you can relocate to, if necessary. Check with local authorities via their website or social media regarding available resources.

If you are a Medical Baseline customer, please know that PG&E will make every effort to notify you of a shutoff before it occurs:

Outreach will be done through automated calls, texts and emails.
If PG&E doesn’t speak to you or a family member directly, or receive confirmation of the email or text it sends, PG&E will follow up with a phone call.
If a phone call is not successful, PG&E will attempt to notify you in person at your address.

For questions, call 1-800-743-5000.

Visit PG&E's website for more information

6. How and when will I be notified if a shutoff becomes necessary?

Help PG&E reach you quickly

PG&E uses the contact information associated with your PG&E account to reach you. So, as a first step to keep you and your family safe, please make sure PG&E has your correct email address, landline number and mobile number. If your landlord or property manager is the PG&E account holder for your address, they will receive notifications on your behalf. PG&E encourages you to contact your landlord or property manager to confirm they know how to reach you and that they will share power shutoff information with you as needed.

Update your contact information

How you'll be notified

PG&E will attempt to reach you through all contact methods you’ve provided to them. You could receive duplicate notifications by phone, email or text. PG&E’s goal is to leverage all available contact info to get you this important information and allow you time to prepare your home or business.

PG&E will also use social media channels and keep local news and radio outlets informed and updated.

Timing of notifications

If PG&E needs to turn off your power for safety, their state goal is to provide advance notifications in three phases:

1. Advance notification (when possible)

48 hours before electricity is turned off
24 hours before electricity is turned off
Shutoff notification just before electricity is turned off

NOTE: Due to the focus on safety, the shutoff notification will be sent at any time, day or night. PG&E will aim to send all other notifications between 8 a.m. and 9 p.m. However, extreme weather threats can change quickly, and there may be some instances when notifications may be sent outside of those hours in the interest of safety.

2. During the public safety outage

3. Once power has been restored

NOTE: If you need help to understand this important message in languages other than English, please call for Chinese 1-800-893-9555, Spanish 1-800-660-6789 or Vietnamese 1-800-298-8438.

Visit PG&E's website for more information

7. Do I have to opt in to these alerts?: No. PG&E will reach out to all impacted customers using all contact methods based on information associated with your account.
Visit PG&E's website for more information

8. Can I opt out of these alerts?: You cannot opt out of any of the advance notifications (48-hour, 24-hour or shutoff). You can, however, opt out of updates during the public safety power outage, including the final communication letting you know that power has been restored. This opt-out preference will only be in effect for the specific outage and will not carry over to any future outages. You will be able to opt out of updates during future outages.

9. During what hours of the day will these alerts be sent?: PG&E will aim to send notifications between 8 a.m. and 9 p.m. However, extreme weather threats can change quickly, and there may be some instances when notifications may be sent outside of those hours in the interest of safety.

10. Why are there so many alerts being sent?

PG&E wants to help all of its customers prepare with their own personal safety plans. In addition, customer contact information sometimes changes, and if customers haven’t updated their contact information, one or more of the methods PG&E has on file may be incorrect.

11. How long will my power be out if PG&E calls a public safety power shutoff?: Each situation will be different, just like each day's weather. PG&E expects to be able to visually inspect the system for damage and restore power to most of its customers within 24 to 48 hours after extreme weather has passed. Because extreme weather can last several hours or days, for planning purposes, PG&E suggests customers prepare for outages that could last longer than 48 hours.
Visit PG&E's website for more information

12. When will my power be restored?

Just like each day’s weather, circumstances for each Public Safety Power Shutoff will be unique. The length of the outage, which includes the weather event plus restoration time, could last several days. PG&E will only restore power when it is safe to do so.

Steps to restoration

Weather all clear – After the extreme weather has passed and it's safe to do so, PG&E crews can go into the field to begin patrols and inspections.
Patrol and inspect – PG&E crews work to visually inspect our power lines exposed to the extreme weather event to look for potential weather-related damage to the lines, poles and/or towers. This is done by vehicle, foot and air. There are several challenges during the inspection phase, including:
- Some locations require workers to travel on narrow access roads. In locations with no vehicle access, crews might need to hike into remote and/or mountainous areas to inspect equipment.
- Operations are limited at night due to limited visibility.
Isolate and repair damaged equipment – Where equipment damage is found, PG&E crews will work to isolate the damaged area from the rest of the system so other parts of the system can be restored and work as safely and as quickly as possible to make repairs.
Restoration – Once the poles, towers and lines are deemed safe to energize, a call is made to the PG&E Control Center to complete the re-energization process. Power is then restored to customers.
Customer notification – Customers are notified that power has been restored.

For planning purposes, PG&E suggests customers prepare for outages lasting longer than 48 hours.

Visit PG&E's website for more information

13. Will I be compensated for food spoilage or other losses?

PG&E does not reimburse customers for losses, as power will be shut off for safety when gusty winds and dry conditions, combined with a heightened fire risk, threaten a portion of the electric system. Customers will not be charged for electricity usage during the time power is off because no power is being consumed. All customers should have an emergency plan and be prepared for any extended outages. Since a public Safety Power Shutoff could last for several days, PG&E encourages you to plan accordingly. Be aware that:

Fully stocked freezers usually keep food frozen for two days after losing power (if not repeatedly opened).
Half-full freezers usually keep food frozen for about one day (if not repeatedly opened).
Refrigerators usually keep food cold for up to four hours if the door remains unopened.

For questions, call 1-800-743-5000.

Visit PG&E's website for more information

14. What do I need in my emergency preparedness plan?

Check out PG&E’s emergency preparedness guide for more details

Prepare for outages

Review generator safety tips

PG&E advises you to think in advance about your family’s needs and how you might be impacted in the event of a power shutoff – or for any emergency. Please consider:

Do you have a personal safety plan for all members of your family, including pets? Have you practiced it?
Do you have multiple evacuation routes planned?
If you own a generator, is it ready to operate safely?
Do you know how to open your garage door manually?
Do you have cash on hand and a full tank of gas, in the event ATMs and gas stations are unavailable?
Are your mobile phones fully charged and/or backup batteries available?

Visit PG&E's website for more information

15. Do I need to sign up to get public safety power shutoff alerts?

You do not need to sign up for a special "wildfire alert," but you should make sure PG&E has your current contact information.
Update your contact information now or call 1-866-743-6589 during normal PG&E business hours.
When possible in advance of an outage, PG&E will send notifications to the phone and email contacts it has on file, and PG&E will also send regular updates regarding power restoration. If you've provided multiple phone numbers, PG&E will send notifications to each number.

Visit PG&E's website for more information