Hydro-Québec - Residential Customers

Do you have a question or problem with your bill or services provided by Hydro-Québec? Here’s how to get an answer or a solution.

Call the phone number on the lower left-hand side of your hydro bill under “Services à la clientèle” [customer services].

A Hydro-Québec representative will answer your questions or help solve your problem. Most complaints are settled at this step.

If you’re not satisfied with the answer or suggested solution, go to Step 2.
Send your complaint, in writing, to the Customer Services Manager. The address is on the lower left-hand side of your bill under “Services à la clientèle.”
- 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 Customer Services Manager will study your complaint and write back within 60 days of receiving your letter, explaining Hydro-Québec’s point of view and suggesting a solution.
Note : If you wish, a Hydro-Québec representative can help you write out your complaint.

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.
Service cut off

If your complaint involves a disconnection or if you have received a written notice that your service will be cut off in eight days and your problem concerns the application of an electricity distribution or transmission rate or condition of service, you have two options.
- You can telephone the number given under Service de Crédit et recouvrement [credit and collection department] on the cutoff notice and explain your situation and point of view. The manager will then write to you within 48 hours (two days).
- OR
- You can write to the Customer Services Manager:
  - Describe your situation and explain why you don’t agree with the solution suggested at Step 1
  - Remember to include your name (or company name), phone number, address and account number, indicated on your bill.
  - The Customer Services Manager will write back within 48 hours (two days) of receiving your letter.
After receiving Hydro-Québec’s response, you have 30 days to ask the Régie de l’énergie to review your complaint. Your written request should consist of the following documents:
- A photocopy of the complaint you sent to Hydro-Québec
- A photocopy of the reply you received from Hydro-Québec
- A letter explaining why you disagree
- 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
2^e étage, bureau 2.55
800, place Victoria
Montréal (Québec) H4Z 1A2

			Do you have a question or problem with your bill or services provided by Hydro-Québec? Here’s how to get an answer or a solution. Call the phone number on the lower left-hand side of your hydro bill under “Services à la clientèle” [customer services]. A Hydro-Québec representative will answer your questions or help solve your problem. Most complaints are settled at this step. If you’re not satisfied with the answer or suggested solution, go to Step 2. Send your complaint, in writing, to the Customer Services Manager. The address is on the lower left-hand side of your bill under “Services à la clientèle.” 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 Customer Services Manager will study your complaint and write back within 60 days of receiving your letter, explaining Hydro-Québec’s point of view and suggesting a solution. Note : If you wish, a Hydro-Québec representative can help you write out your complaint. 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. Service cut off If your complaint involves a disconnection or if you have received a written notice that your service will be cut off in eight days and your problem concerns the application of an electricity distribution or transmission rate or condition of service, you have two options. You can telephone the number given under Service de Crédit et recouvrement [credit and collection department] on the cutoff notice and explain your situation and point of view. The manager will then write to you within 48 hours (two days). OR You can write to the Customer Services Manager: Describe your situation and explain why you don’t agree with the solution suggested at Step 1 Remember to include your name (or company name), phone number, address and account number, indicated on your bill. The Customer Services Manager will write back within 48 hours (two days) of receiving your letter. After receiving Hydro-Québec’s response, you have 30 days to ask the Régie de l’énergie to review your complaint. Your written request should consist of the following documents: A photocopy of the complaint you sent to Hydro-Québec A photocopy of the reply you received from Hydro-Québec A letter explaining why you disagree 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 2^e étage, bureau 2.55 800, place Victoria Montréal (Québec) H4Z 1A2

Service cut off