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Do you have a question or problem with your hydro bill or services provided by Hydro-Québec? Here’s how to get an answer or a solution from Hydro-Québec:
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Call Customer Services: the phone number is printed on your hydro bill.
Ask your question or explain your problem to the Hydro-Québec representative who takes your call. He or she can help you find a solution. Most problems are solved at this step.
If you are not satisfied with the answer or suggested solution, go to Step 2.
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Send your complaint, in writing, to the Customer Services Manager. The address is in the upper right corner of your hydro bill.
- Outline your situation and explain why you do not agree with the suggested solution.
- Remember to include your name (or company name), phone number and address. Also include your account number as shown on your bill.
- The Customer Services Manager will study your complaint. Within 60 days of receiving your letter, the Customer Services Manager will send you a written response explaining Hydro-Québec’s point of view and suggesting a solution.
If you wish, a Hydro-Québec representative can help you write out your complaint.
If you are not satisfied with the solution suggested by the Customer Services Manager, and if your complaint concerns the application of an electricity distribution or transmission rate or condition, go on to Step 3.
If your complaint involves a disconnection or if you have received 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, you have two options:
- You may telephone the Customer Services Manager, explain your situation, and give your point of view. The Customer Services Manager will then have 48 hours (two days) to give you a written response.
OR
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You may write to the Customer Services Manager to explain your situation.
- Describe your situation and explain why you do not agree with the suggested solution.
- Remember to include your name (or company name), phone number and address. Also include your account number as shown on your bill.
- The Customer Services Manager will have 48 hours (two days) after receiving your letter to give you a written response.
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After receiving Hydro-Québec’s response, you have 30 days to ask the Régie de l’énergie (Energy Board) to review your complaint. Submit your complaint to the Régie in writing, along with the following documents:
- A photocopy of the complaint you sent to Hydro-Québec
- A photocopy of the letter you received from Hydro-Québec in reply
- 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
The Secretary
800 Place Victoria, Suite 255
P.O. Box 001
Montréal, Québec H4Z 1A2
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