Do you want to make a complaint?
Do you have a problem with your bill or services provided by Hydro-Québec?
Call customer services. The telephone number is listed in the lower left-hand corner of your electricity bill. A Hydro-Québec representative will help you solve your problem.
If you’re not satisfied with the suggested solution, write to the complaints office to inform a representative of the situation. The address is listed in the lower left-hand corner of your electricity 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.
We will review the situation and reply in writing within 60 days. The written reply will set out Hydro-Québec’s point of view on the proposed solution.
If you disagree with the decision of the complaints office and the reply you received mentions your right to a remedy and your complaint concerns the application of an electricity rate or condition of service, 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 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.
Send your letter to the following address:
Régie de l'énergie
Tour de la Bourse
800, place Victoria, 2e étage, 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
Special case: Service interruption
To make a verbal complaint about a service interruption, call our complaints office at 1 877 571-3155. A representative will contact you in the next 48 hours (2 days). You will also receive a written confirmation.
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.
If your complaint concerns a payment arrangement, we have 60 days to respond.
