Under the Act respecting access to documents held by public bodies and the Protection of personal information (the “Access Act”), and subject to its restrictions, you have the right to access administrative documents held by Hydro‑Québec, the right to access personal information about you that Hydro‑Québec has in its possession, and the right to correct this information.
Before submitting an access request
If you wish to submit a request for general information concerning services offered by our customer service department, go to the “Contact us” section.
Hydro Québec also publishes information about the organization on its Documents and data Web page on a regular basis.
Where to submit a request for general information
For general questions or requests regarding Customer services
- Request information about your electricity bill and consumption or advise us of a change of address
- Request information about planned outages or interruptions
- Make or follow up on a request for work
- Obtain information about fraud prevention
- File a complaint or a claim
- Ask Hydro‑Québec a question
- Name an authorized person to access or manage your account (proxy and consent)
Requests concerning account balances as part of a real estate transaction or due diligence review (reserved for lawyers and notaries)
- If you are a notary, please send your request by email to RCR_HQ_Immeuble_Mfirstname.lastname@example.org, or by fax to 514 858‑7830 or 1 888 222‑1529.
- If you are a lawyer, please send your request by email to HDIDemandesInformationsAvocats@hydroquebec.com, or by fax to 514 858‑7786 or 1 877 493‑2997.
You must provide a duly signed consent form from the account holder in support of your request.
Requests as part of an investigation by representatives of a police department, government department or other public body
If you represent a police department, government department or other public body and are submitting a request under an investigative power granted by law applicable in Québec, please send your request by email to DPSCBureaudeliaisonEnquetes@hydro.qc.ca.
Submitting an access request
If the document or information you require is not accessible through the above services, you can submit an access to request administrative documents, subject to the restrictions set out in the Access Act. You can also request access to your personal information or request that it be corrected.
Conditions and restrictions
Click on the “Privacy protection” link to learn more about your rights concerning your personal information.
Your right to access administrative documents applies only to existing documents. In other words, Hydro‑Québec will not have to create new documents to answer your access request.
Your request must include enough detail so that the document can be identified. Hydro‑Québec can help you with this if necessary. You can submit your request over the phone; however, you may only contest our decision before the Commission d’accès à l’information du Québec if your request was made in writing.
Hydro‑Québec has the right to limit access to certain content. This means it may refuse access to all or part of a document if a restriction or provision of the Access Act applies. In this situation, Hydro‑Québec must specify the grounds for the refusal or deletions in its response to you. Hydro‑Québec may also refuse access to a document if the information to be deleted represents the substance of the document. In all cases, Hydro‑Québec must not share any non-public personal information, unless such information is about the applicant.
The website of the Commission d’accès à l’information du Québec provides a summary of your rights and responsibilities concerning access requests and the protection of personal information.
Procedure, costs and review
Processing the request
When Hydro‑Québec receives your request, it will send you a written notice stating the date on which the request was received and the time limit for responding to it.
Hydro‑Québec must respond to your request within 20 days of receiving it. If this is not possible, this time limit may be extended by a maximum of 10 days, in which case you will receive a notice of the extension.
There is generally no charge for access to documents. However, a fee not exceeding the cost of their transcription, reproduction or transmission may be required in accordance with the Regulation respecting fees for the transcription, reproduction or transmission of documents or personal information. Hydro‑Québec will inform you in advance if you are required to pay any fees.
Application for review
If you have made an access to information request in writing and it has been denied, or if you have not received a reply by the deadline, you may ask the Commission d’accès à l’information to review your request within 30 days following Hydro‑Québec’s decision.
Form and contact information for the access to information officer
You must send your request for access to documents or personal information, or your request to correct personal information, to one of Hydro‑Québec’s access to information officers by mail, email or using the online access request form:
Executive Vice President – Corporate, Legal and Regulatory Affairs and Chief Governance Officer
Director – Corporate Affairs and Governance
75, boul. René-Lévesque Ouest
Montréal (Québec) H2Z 1A4
Use of the form ensures the secure collection of your personal information and is the recommended method for submitting a request.
The access to information officers, their teams and employees who must be consulted to locate the information you have requested may have access to the personal information contained in your access request.