PGE promises better communication before/after power shutoffs

PG&E has tweaked its Public Safety Power Shutoff (PSPS) communications for this fire season to provide more detail about when power is expected to go out, and when it may likely be restored.

In advance of a potential PSPS event, which is usually triggered by high winds, PG&E will announce two levels of alert — Watch, or Warning. Watch and Warning alerts will be issued via automated calls, texts and emails.

PG&E officials admit that last year’s roll-out of the PSPS program had its problems. The enhanced warning system for 2020 s the result of customer feedback and testing — “in response to direct customer feedback requesting more information as soon as possible,” the company said.

As a result, whenever possible an initial Watch notification will be sent two days in advance of a potential PSPS event, followed by an additional Watch notification one day before the potential event, notifying customers of the possibility of a PSPS event in their area based on forecasted weather conditions.

A PSPS Watch will be upgraded to a Warning when forecasted conditions show that a safety shutoff will be needed and that it is going to happen soon. Whenever possible, Warning notifications will be sent approximately four to 12 hours in advance of any power cut-off.

When power is turned off, PG&E will provide updates to customers at least once a day until power is restored. Power will remain off until the weather has passed, and equipment has been inspected. PG&E is seeking to cut restoration times in half compared to 2019, so that power is restored to the majority of customers within 12 daylight hours after severe weather has passed. PG&E will send a final notification once power has been restored. 

The system also promises that affected customers will see an estimated time of restore power two days before it goes out. Last year, that estimated time of restoration wasn’t provided until the power had been turned off. 

Watch and Warning alerts will be issued via automated calls, texts and emails. That info will include: customer address for accurate, specific information; date and time when power is estimated to be shut off; and estimated date and time when we expect power will be restored. 

“Regardless of reason, we understand how disruptive it is for our customers to be without power. This year will be even more challenging as many of us will need to shelter-at-home in response to COVID-19,” said Laurie Giammona, chief customer officer for PG&E. “Our goal is to improve our PSPS notifications to help customers plan for an outage when we need to turn off power to reduce the risk of a major wildfire.”        

 PG&E’s emergency website (www.pge.com/pspsupdates) is accessible in 13 languages.