In the context of the COVID-19 (coronavirus) pandemic, we would like to reassure you our employees are on the job and will continue to be here for you. Hydro-Québec management has put its emergency measures into action, which means that a special committee is holding daily meetings to track the evolution of risk levels associated with COVID-19.
We are also in touch with our partners and suppliers who provide goods and services or who work at our facilities.
With health and safety top of mind, we will continue to provide information during this uncertain period to address your concerns.
In accordance with the instructions issued by the Québec government, Hydro-Québec will continue to provide essential services. Our teams will continue to respond:
- In case of an outage.
- In case of an incident that could jeopardize public safety.
- To provide service connection for residential customers with imminent move-in dates.
All non-essential work will be delayed for an undetermined period.
If you are a residential customer who must move into a home that requires immediate connection to the power system, fill out the work request form.
Measures to help customers
We are sensitive to the fact that over the coming weeks, some customers could experience financial difficulties associated with the COVID 19 crisis.
We are putting the following measures in place to help those affected:
- We will not cut off power to anyone for non payment.
- There will be no planned service interruptions for system maintenance, with the exception of those that are absolutely necessary.
- Since March 23, we stopped applying administration charges for unpaid bills until further notice for all residential customers. Customers unable to pay their electricity bills over the coming months will thus not be penalized. They can enter into a payment arrangement with Hydro Québec to defer payment.
Change to our customer service hours
Hydro-Québec is doing everything it can to maintain essential services. To protect personnel during the COVID-19 pandemic, we have reduced the size of our customer service teams, and our business hours have temporarily changed. You can reach us from Monday to Friday, 8 a.m. to 6 p.m. Please note that though wait times and processing may be longer than usual, we are there for you.
Services are available 24 hours a day, 7 days a week
Remember that you can manage your account easily any time in your Customer Space.
Our prevention measures
Acting early to reduce risks and uncertainty
For weeks now, our health and safety teams have been working to put in place and rigorously enforce proven preventive measures among our employees:
- Implementation of all necessary measures to protect Hydro-Québec employees and contractors, and ensure that all applicable hygiene and social distancing measures are respected to prevent the spread of the virus.
- We have asked employees who are able to work remotely to work from home for an undetermined period.
- We have also asked all employees who have returned from travelling abroad to stay at home for a 14-day period after their return to Canada.
- We have banned foreign business travel for all employees. Trips outside of Québec must be authorized by a member of the company’s Management Committee.
- No visitors are allowed access to our buildings or facilities unless it is required for the company’s core mission to supply electricity (supervisor’s authorization required).
Protective measures for customers and employees in direct contact
The following measures are designed to protect our customers, employees and partners during required on-site work related to our activities.
Our customers and employees must:
- Avoid all unnecessary direct contact.
- Maintain a safe distance of two metres between each other.
- Follow the safety measures issued by public health authorities.
Our employees must:
- Withdraw if a customer shows any signs or symptoms associated with COVID-19 (flu-like symptoms, such as fever, cough or difficulty breathing).
- Immediately inform their manager of any potential contact with a customer who has symptoms or presents a contagion risk.
Our customers must:
- Ensure that areas where work is to be performed and access routes remain clear and accessible.
We are also implementing the following measures to limit the amount of work we carry out at our customers’ premises:
- No work will be conducted if it requires access to a private residence, health establishment or long-term care facility or any other site that a competent authority has forbidden people to visit, with the exception of emergency situations involving risks regarding the safety of the public or our employees.
For any work to be performed inside a building, our employees must ask the customer the following when the appointment is being made or once on site:
- Whether the customer is at risk of infection (flu-like symptoms, such as fever, cough or difficulty breathing), have any symptoms or have travelled outside Québec in the past 14 days)—if they are, the employee must communicate with their manager.
- Whether specific measures need to be taken and applied (for a workplace).
For any work to be performed outside a building:
- Call the customer in advance to confirm that we can do the work.
- Inform the customer of our arrival on site while maintaining a distance of two metres.
- Do not leave a door hanger notice once the work has been completed and call the customer if there is a problem.
You can count on us
We’re a keeping an eye on the situation at the local, national and international levels, every day.
At all times, Hydro-Québec will follow the instructions from government authorities and will continue to act responsibly to help limit the spread of the virus.
Though the current situation may last a while, rest assured that we will continue to fulfill our mission.
Stay informed about the most the recent COVID-19 news
Visit these official government websites: