Making a complaint

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. If you are dissatisfied with your electricity bill or services provided by Hydro-Québec, we recommended that you follow the simple steps described here to find a solution.

Step 1
Call our Services à la clientèle [customer services].

When you have a problem, the first thing to do is talk to Services à la clientèle. A Hydro-Québec representative will help find a solution. Most problems are resolved at this stage.

• Telephone number for residential customers
• Telephone number for business customers - Small power
• Telephone number for business customer - Medium power

If you're not satisfied with the suggested solution, go to Step 2.

Step 2
Write to the Service des plaintes [complaints department].

Mailing address Hydro-Québec C.P. 11731 Succ. Centre-ville Montréal, Québec H3C 6R2

Fax number Montréal: 514 858-7879 Toll free: 1 888 558-7879

• 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, indicated on your bill.

The Service des plaintes will review the situation and reply in writing within 60 days of receiving your complaint. The written reply will set out Hydro-Québec's point of view on the proposed solution.

If your complaint concerns the application of an electricity distribution or transmission rate or condition of service, and you are not satisfied with the solution suggested by the Customer Services Manager, go on to Step 3.

Special case: Service cut off
If your electricity has been cut off for nonpayment or if you have been notified that it will be cut off in eight days, you can make a complaint in writing (see above) or verbally. To make an verbal complaint about a service interruption, call our Service des plaintes at 1-877-571-3155.

In such a case, the Service des plaintes has 48 hours (two days) to respond in writing.

Important: If your complaint concerns a payment arrangement, the Service des plaintes has 60 days to respond.

Step 3
Submit your complaint to the Régie de l'énergie [Québec energy board].

If you disagree with the decision of the Service des plaintes (Step 2) and the reply you received mentions your right to a remedy, you can ask the Régie de l'énergie to review your case. After receiving Hydro-Québec's response, you have 30 days to write a letter explaining why you disagree and send it with the following documents:

• A photocopy of the complaint 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

Send your request to the following address:

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

For more information on the Régie de l'énergie, contact one of its offices.

Montréal
Tel.: 514 873-5050
Toll-free: 1 888 873-2452
Fax: 514 873-2070

Québec
Tel.: 418 646-0970
Toll-free: 1 888 527-3443
Fax: 418 646-1021

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