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.

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.

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.

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.

Online

Fill in the form

Most problems are resolved at this step.

Step 2 – Contact the complaints office

Does your complaint concern a payment arrangement?

If your complaint concerns a payment arrangement, and you are not satisfied with the solution proposed by our customer services at step 1, you can make a complaint in writing 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.

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

Online

Fill in the complaint form

Hydro-Québec’s reply

Upon receipt of your complaint, Hydro-Québec has 60 days in which to reply. The written reply you receive will set out Hydro-Québec’s point of view and the proposed solution.

Does your complaint involve a service interruption?

If your electricity has been cut off for non-payment 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.

By mail

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

By phone

1 877 571-3155

Online

Fill in the complaint form

Hydro-Québec’s reply

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

Not satisfied with the solution proposed by our customer services in step 1? You can write to our complaints office.

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

Online

Fill in the complaint form

Hydro-Québec’s reply

Upon receipt of your complaint, Hydro-Québec has 60 days in which to reply. The written reply you receive will set out Hydro-Québec’s point of view and the proposed solution.

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

Step 3 – Submit your appeal

Does your complaint concern a payment arrangement?

If you disagree with the decision of the complaints office (step 2) and your complaint concerns a payment agreement, you can appeal the decision with the Manager – Complaints and Appeals, within 30 days of receipt of the answer from Hydro-Québec.

Chef – Plaintes et réclamations en appel

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

Please write a letter explaining why you disagree with our decision and how you think this claim should be settled, and submit it along with the following documents:

  • A photocopy of the letter you sent to Hydro-Québec
  • A photocopy of the reply you received from Hydro-Québec

If you disagree with the decision of the complaints office (step 2), and the reply you received mentions your right to a remedy and your complaint concerns the application of an electricity rate or a condition of electricity service or transmission, you can ask the Régie de l’énergie to review your case.

Régie de l’énergie

Tour de la Bourse
800, rue du Square-Victoria
Bureau 2.55
Montréal (Québec)
h3Z 1A2

After receiving Hydro-Québec’s response, you have 30 days in which to write a letter explaining why you disagree and submit it along with the following documents:

  • A photocopy of the complaint letter you sent to Hydro-Québec
  • A photocopy of the reply you received from Hydro-Québec
  • A cheque or postal money order for $30 made out to the Régie de l’énergie

If you would like more information about the Régie de l’énergie, you can contact its Montréal office at the following numbers:

Montréal

You can also visit its Web site: www.regie-energie.qc.ca

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