To offer the best customer service possible, Hydro-Québec has established a procedure that allows you to present your point of view, as per the Act respecting the Régie de l'énergie (the Québec energy board). If you are dissatisfied with your electricity bill or the services provided by Hydro-Québec, we recommend that you follow the steps described here to find a quick solution.

If your request involves damages (claim) or an electrician’s bill, please use the claim form.

For large-power customers (Rate L or LG)

At any time, you can discuss any issue or concerns with your commercial officer or account manager. They will be able to suggest the best solutions for your situation.

If, however, you are not completely satisfied with their solutions, you can file a complaint in accordance with the complaint procedure approved by the Régie de l’énergie. For any issue related to the application of a rate or a condition of electricity service that has not been resolved to your satisfaction, you can submit a written complaint to the Director—Sales and Services—Business Customers.

By mail

Director—Sales and Services—Business Customers
Hydro-Québec
Service des plaintes
C. P. 11731, succ. Centre-ville
Montréal (Québec) H3C 6R2

By fax

  • Montréal
    514 858-7879
  • Toll-free
    1 888 558-7879

Online

Fill in the complaint form

Upon receipt of your complaint, Hydro-Québec has 30 days to send you a written decision that explains its position and the solution it recommends. You will also be informed of your right to appeal the decision to the Régie de l’énergie.

If you disagree with the decision of the complaints office, if it has not given you its written decision within the 30-day time limit or if Hydro-Québec’s response mentions a right to appeal, follow the instructions in step 3 (below).

Step 1 – Call our customer services office

Get in touch with our customer services office. A Hydro-Québec representative will help you resolve your problem.

Online

Fill in the form

By phone

Residential customer services — Billing and service

Weekdays 8 a.m. to 8:30 p.m. and weekends from 9 a.m. to 5 p.m.

Business customer services

Rate G with billing under $100,000/year

Weekdays from 8 a.m. to 5 p.m.

Toll-free
1 877 956-5696

Rate G with billing over $100,000/year and Rates G-9, M and DM

Weekdays from 8:30 a.m. to 4:30 p.m.

Toll-free
1 800 463-9900

If you use a TDD, you can contact us through the Bell Relay service by dialing 711 or you can write to the address on your bill.

Most problems are resolved at this step.

Step 2 – Contact the complaints office

Has your electricity service been interrupted or have you received a notice of service interruption?

If your electricity has been cut off or if you have been notified that it will be cut off and you are not satisfied with the solution proposed by our customer services at step 1, you can make a complaint in writing or verbally to our complaints office.

  • Describe your situation and explain why you don’t agree with the suggested solution.
  • Remember to include your name (or company name), phone number, address and account number, as indicated on your bill.

Online

Fill in the complaint form

By mail

Hydro-Québec
Service des plaintes
C. P. 11731, succ. Centre-ville
Montréal (Québec) H3C 6R2

By fax

  • Montréal
    514 858-7879
  • Toll-free
    1 888 558-7879

By phone

1 877 571-3155

Hydro-Québec’s reply

A representative will contact you within the next two business days to inform you of the results of the analysis.

If you disagree with the decision of Hydro-Québec’s complaints office or if it has not given you its written decision by the end of the 48-hour time limit, follow the instructions in step 3 to ask the Régie de l’énergie to review your case.

If you are not satisfied with the solution proposed by our customer services at step 1, you may file a written or verbal complaint with our complaints office.

  • Describe your situation and explain why you don’t agree with the suggested solution.
  • Remember to include your name (or company name), phone number, address and account number, as indicated on your bill.

Online

Fill in the complaint form

By mail

Hydro-Québec
C. P. 11731, succ. Centre-ville
Montréal (Québec) H3C 6R2

By fax

  • Montréal
    514 858-7879
  • Toll-free
    1 888 558-7879

By phone

Contact Hydro-Québec’s customer services. The representative will document your verbal complaint and send a written summary to Hydro-Québec’s complaints office.

Hydro-Québec’s reply

Upon receipt of your complaint, Hydro-Québec has 30 days in which to reply. The written reply you receive will set out Hydro-Québec’s point of view and the proposed solution. It will also inform you of your right to appeal the decision to the Régie de l’énergie.

If Hydro-Québec’s complaints office does not send you its written decision within the 30-day time limit, it will be deemed to have rejected your complaint. Follow the instructions in step 3 to ask the Régie de l’énergie to review your case.

If you’re not satisfied with the solution suggested (in step 1).

Step 3 – Submit your appeal

If you disagree with the decision of Hydro-Québec’s complaints office (step 2) or if it has not given you its written decision by the deadline, you may write to ask the Régie de l’énergie to review your case. You can write a letter or fill in the Régie de l’énergie’s complaints form. You can obtain the form:

Online

Régie de l’énergie’s website

By mail

Régie de l’énergie
800, rue du Square-Victoria, bureau 2.55
Montréal (Québec) H4Z 1A2

By phone

  • Montréal
    514 873-5050
  • Toll-free
    1 888 873-2452

You have 30 days following the date the decision was given in which to submit an appeal. There are three ways to send the request for review to the Régie de l’énergie:

In person or by mail

Régie de l’énergie
800, rue du Square-Victoria, bureau 2.55
Montréal (Québec) H4Z 1A2

By fax

514 873-2070

By email

greffe@regie-energie.qc.ca

The Régie de l’énergie charges a $30 fee to review your complaint. The Régie de l’énergie offers a mediation service if both parties agree. The Régie de l’énergie’s decision is final and cannot be appealed.

If you disagree with the complaints office’s decision (in step 2).

Read the document Complaint examination procedures for Hydro-Québec customers.