Customer satisfaction—a top priority for Hydro-Québec—has been assessed since 1992 through surveys that inform the company of customers’ expectations and degree of satisfaction. In compliance with the Act respecting the Régie de l’énergie, a complaints mechanism is in place to enable customers who feel they have been wronged to express their dissatisfaction.

Call wait time is a key indicator of residential and business service quality. In 2017, the average call wait time at our customer relations centers was 84 seconds (99 in 2016).

2017 HIGHLIGHTS

  • The number of complaints dropped 24% compared to 2016. The reduction can be attributed to milder temperatures than in the previous year, the availability of online energy-use tracking for all customers, greater stability in billing dates and tighter control of connection times.
  • The residential Customer Space website was revamped.
  • The residential customer bill was simplified to highlight key information: a table compares electricity use and average temperatures in the current and previous years, and another shows consumption history. For customers who have signed up for the Equalized Payment Plan, the new bill also now projects costs for the 12-month period compared to total payments so they can adjust their monthly instalements as needed.
  • At the end of the year, 1,200,080 customers were signed up to receive bills online instead of by paper. This represents 33% of all bills.

Customer complaints and claims

This table illustrates how the number of complaints fell from 6,038 in 2014 to 2,914 in 2017. During the same period, the number of claims fell from 3,759 to 3,297. Claims appeals to the Régie de l’énergie likewise decreased, going from 135 in 2016 to 85 in 2017.

The 37% difference relative to 2016 is primarily due to the one-third reduction in appeals to the Régie de l'énergie (1,820 in 2016 and 1,284 in 2017).