If your electricity service has been interrupted or if you have received a notice of service interruption and you are not satisfied with the solution proposed by our customer services, you can file a complaint.
Describe your situation and explain why you don’t agree with the suggested solution. Remember to include your full contact information: your name, customer number as indicated on your electricity bill, address and phone number.
A complaints office representative will contact you within two business days to inform you of the results of the analysis.
If you disagree with the decision of Hydro-Québec’s complaints office or if they have not given you their written decision by the end of the 48-hour time limit, you can ask the Régie de l’énergie to review your case.
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Online
Fill out the complaint form
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By mail
Hydro-Québec
Service des plaintes
C. P. 11731, succursale Centre-ville
Montréal (Québec) H3C 6R2
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By fax
Montréal: 514 858-7879
Toll-free: 1 888 558-7879
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By telephone: 1 877 571-3155
If you are not satisfied with the solution proposed by our customer services, you can file a written or verbal complaint with our complaints office.
Describe your situation and explain why you don’t agree with the suggested solution. Remember to include your full contact information: your name, customer number as indicated on your electricity bill, address and phone number.
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Online
Fill out the complaint form
-
By mail
Hydro-Québec
Service des plaintes
C. P. 11731, succursale Centre-ville
Montréal (Québec) H3C 6R2
-
By fax
Montréal: 514 858-7879
Toll-free: 1 888 558-7879
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By telephone :
If you are unable to fill out the form, you can contact Hydro-Québec Customer Services and a representative will document your verbal complaint and send it to the complaints office
Response time
Upon receipt of your complaint, Hydro-Québec has 2 days in which to reply. The written reply you receive will set out Hydro-Québec’s point of view and the proposed solution. You will also be informed of your right to submit your appeal to the Régie de l’énergie if you disagree with the decision.
If Hydro-Québec’s complaints office does not send you its written decision within the stipulated 2-day time limit or if they have not agreed upon a new time limit with you, your complaint is considered rejected. You can then submit your appeal to the Régie de l’énergie.
Response time
Upon receipt of your complaint, Hydro-Québec has 30 days in which to reply. The written reply you receive will set out Hydro-Québec’s point of view and the proposed solution. You will also be informed of your right to submit your appeal to the Régie de l’énergie if you disagree with the decision.
If Hydro-Québec’s complaints office does not send you its written decision within the stipulated 30-day time limit or if they have not agreed upon a new time limit with you, your complaint is considered rejected. You can then submit your appeal to the Régie de l’énergie.
Procedure to follow to submit an appeal to the Régie de l’énergie
The Régie de l’énergie offers a mediation service if both parties agree. The Régie de l’énergie’s decision is final and cannot be appealed. The Régie de l’énergie charges a $30 fee to examine your complaint.
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Write a letter or fill in the Régie de l’énergie’s complaints form.
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Submit a request to the Régie de l’énergie.
You have 30 days to submit your request following the date on which you received Hydro-Québec’s response.
- By email : greffe@regie-energie.qc.ca
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In person or by mail
Régie de l’énergie
800, rue du Square-Victoria, bureau 2.55
Montréal (Québec) H4Z 1A2
- By fax: 514 873-2070
