Complaints review procedure
Do you have a problem with your bill or services provided by Hydro-Québec? Follow these steps to obtain a solution.
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1Call Services à la clientèle [customer services] at the number in the lower left-hand corner of your bill.
A Hydro-Québec representative will help you solve your problem. Most problems are resolved at this stage.
If you're not satisfied with the suggested solution, go on to Step 2.
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2Write to the Service des plaintes [complaints department] at the address in the lower lefthand corner of your bill.
- 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 Service des plaintes, go on to Step 3.
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3Submit 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 letter to the following address:
Régie de l'énergie
Tour de la Bourse
800, place Square-Victoria,
2e étage, bureau 2.55
Montréal (Québec) H4Z 1A2For 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: 514 873-2070Québec
Tel.: 418 646-0970
Toll-free: 1 888 527-3443
Fax: 418 646-1021
Special case: Service interruption
If your electricity has been cut off for non-payment 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 a verbal complaint about a service interruption, call our Service des plaintes [complaints department] 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.
