To offer the best customer service possible, Hydro-Québec has established a complaints procedure, as required by the Act respecting the Régie de l’énergie. Your commercial officer and account manager have been put in charge of creating conditions that foster a good business relationship.
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 to the complaint procedure approved by the Régie de l’énergie. A written complaint can be filed for any issue concerning the application of a rate or a condition of electricity service that has not been resolved to your satisfaction. These complaints must be sent to the Director – Large-Power Customers, at the following address:
Director – Large-Power Customers
2, Complexe Desjardins, tour Est
C. P. 10000, succ. Desjardins
Please include all the details required to ensure your complaint is clear and comprehensive, as well as the solution you are proposing. You may ask your commercial officer to help you formulate your complaint and compile information.
Within 60 days of receiving your written complaint, the Director – Large-Power Customers will reply to you, in writing, stating Hydro-Québec’s position and the reasoning behind it. If you do not agree with this decision, you can appeal to the Régie de l’énergie.
If electricity service was interrupted or might be interrupted for one of the reasons stated in Section 12.3 of the Conditions of Electricity Service approved by the Régie de l’énergie*, you must contact your commercial officer to try to find a solution.
If, after speaking to your commercial officer, you are still not satisfied, you can file a complaint, verbally or in writing, to the Director – Large-Power Customers.
Within 48 hours of receiving your complaint, the Director will reply to you, in writing, stating Hydro-Québec’s position and the reasoning behind it. As with the regular procedure, you may then appeal to the Régie de l’énergie if you do not agree with the decision.
*The full legal text in effect is available on the Web site of the Régie de l’énergie.
If you do not agree with the credit rating that was assigned to you by Hydro-Québec in accordance with Section 11.10 or Section 11.13 of the Conditions of Electricity Service, you can file a complaint with the Director – Large-Power Customers. The complaint must be in writing and include detailed reasons to support your dispute.
Within five (5) business days of receiving your dispute, the Director will send you a written reply. It will state Hydro-Québec’s position, the reasoning behind it and indicate, if applicable, your right to appeal to the Régie de l’énergie within 30 days of the date Hydro-Québec’s position was transmitted.