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.
-
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
-
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.
-
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
-
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
If both parties consent, they may
take part in the Régie de
l’énergie’s mediation service to
work out a negotiated settlement.
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.
You can submit your appeal to the
Régie online, by email, by mail or
by fax.
How to file a written appeal
without using the online
form
You have 30 days to submit your
appeal following the date on which
you received Hydro‑Québec’s
response.
By email: greffe@regie-energie.qc.ca
By hand or by mail:
Régie de l’énergie
500, boulevard René-Lévesque Ouest
5e étage, bureau 5.100
Case postale 43
Montréal (Québec) H2Z 1W7
By fax: 514
873-2070
