Hydro-Québec has introduced programs to meet the special needs of cultural communities. In partnership with organizations that provide orientation services to newcomers, the company has developed better ways of communicating, particularly with unilingual customers who speak neither French nor English.
 
Low-income households represent approximately 18% of Québec's population. According to 2006 statistics, households with annual incomes under $20,000 spend 7.5% of their income on electricity (including heating), compared with an average of 3.7% for all households.
 
Hydro-Québec has set up various services to help low-income customers and others with payment difficulties:

• In winter (December 1 to March 31), the company maintains or restores service to residential customers who heat with electricity and are experiencing payment difficulties.
• The company offers flexible payment arrangements to low-income customers.
• All Collection employees are trained to increase their awareness of these issues.
• The "Before You Rent" info line lets customers know the cost of electricity at an apartment before signing the lease (1 888 385-7252).

Customers from Cultural Communities

	We negotiate service agreements in cooperation with organizations that provide orientation services to newcomers in their own languages and help them understand their electricity bills.
	We provide our Customer Service employees with training on cultural diversity.

Economically Disadvantaged Customers and Customers with Payment Difficulties

	Every year, thousands of our economically disadvantaged customers and others with payment difficulties are offered special, very flexible payment arrangements. In 2007, we negotiated nearly 22,670 arrangements for a total of approximately $156 million, compared to 22,475 for a total of about $147 million in 2006.
	A new personalized payment arrangement was created in 2006 for low-income customers whose problem is not solved by the existing arrangement. In 2007, 391 such arrangements were reached.
	For residential customers as a group, we offer special payment terms and services to facilitate the settlement of arrears. In 2007, 542,833 arrangements representing $638 million were reached.