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Frequently asked questions

Online Billing

If you cannot see your bill, please contact our technical support team.

Residential customers (Rate D) cannot continue to receive their bills by regular mail. To assist in their accounting operations, business customers (Rate G, G9, M or DM) can continue to receive printed bills along with their online bills by simply selecting the Receive bills by mail option.

You have a choice of four ways to pay:

  • Pre-authorized Debit—The amount to be paid is automatically debited from your bank account on the due date
  • Your financial institution’s Internet banking service
  • At an ATM or by telephone, if you have added Hydro-Québec a biller at your financial institution
  • Hydro-Québec’s Online Payment service—Make payments from your Customer Space

In fact, the only methods of payment that don’t work with Online Billing are those that require a printed payment stub.

Yes, provided that your financial institution offers biller registration. Simply add Hydro-Québec as a biller, with your account number, and you’ll be able to make payments without a stub.

Yes. You can sign up for EPP from your Customer Space or by calling the toll-free customer services number, 1 888 385-7252.

Yes. Signing up for Online Billing will not affect the services you already have, like the EPP or Pre-authorized Debit.

Nothing. Hydro-Québec provides this service free of charge.

Yes. Your bills are automatically archived for two years and you can view them from your Customer Space. You can also save them on your computer or print them out and file them, just like any other PDF document.

Your bills will be available in your Customer Space for two years. If you wish to keep them longer, you can save them on your computer or print them out and file them, just like any other PDF document.

Just notify us of your change of address, and your Customer Space will automatically be updated. You’ll receive, as usual, an e-mail message informing you that your bill is ready and waiting. The final invoice for your old address will also be available there.

As soon as a bill is issued, Hydro-Québec will send you an e-mail notification, telling you the amount due, the balance and the due date. The e-mail will include a link to your Customer Space, where you can view your bill.

Yes. If you do, you’ll receive your future bills by regular mail.

Yes, if you are a business customer. Simply ask us to make the change in one of the following ways:

  • Send us an e-mail
  • Contact your representative
  • Call customer services
    • Small Power (Rate G and billing under $100,000 a year)—1 877 956-5696
    • Medium Power (Rate G9, M or DM or Rate G and billing over $100,000 a year)—1 800 463-9900

Note, however, that you cannot change the list of accounts for which you hold a proxy. Only accounts listed on your proxy form can be displayed in your Customer Space.

Online Payment

You can start submitting payment orders as soon as you sign up. You can even pay your most recent bill this way, if you like.

Yes. You can schedule payments up to six months in advance.

Yes. You can decide how much to pay on each account. But please note that each payment will be applied against the account in this order:

  1. Deposit
  2. Service reconnection charges
  3. Other charges (administration fees, for example) and electricity consumption, in the order in which they were incurred.

This priority applies, no matter what your method of payment.

Yes. You will receive a confirmation number for each payment order. You can display a detailed list of your payment orders from your Customer Space, which indicates whether each order is pending, completed or refused. You can also modify a payment order that has not yet been processed.

Yes, but there are many advantages to signing up for Online Billing.

Nothing. Hydro-Québec provides this service free of charge. However, some financial institutions charge a service fee for debits.

The word “Refused” will appear in red on your list of payments, and your account balance will be adjusted accordingly. Note, however, that it takes a few days for your financial institution to process your payment order and accept or refuse it.

Pre-authorized Debit

Yes. The amount to be paid is still automatically debited from your bank account on the due date.

Yes, you can do it in your secure Customer Space.

No. With Pre-authorized Debit, all bill payments are debited from your bank account on the due date.

Yes, but you must call us to cancel your Pre-authorized Debit service before signing up for Online Payment in your Customer Space.

Nothing. Hydro-Québec provides this service free of charge. However, some financial institutions charge a service fee for debits.

Reading your own meter

NB: If you have a next-generation meter, you don’t need to read it, because the electricity-use data is automatically transmitted every day.

Because the meter reader was unable to access your meter. With this card, you can take the reading yourself and submit it to us either online or by phone (call 514 385-8464 in the Montréal area or 1 877-385-8464 elsewhere in Québec). Then we can prepare your next bill based on your actual consumption.

You can submit your reading as soon as you receive the card. It’s important to do so promptly, to make sure your next bill reflects your actual consumption.

If we don’t receive your meter reading, your next bill will be based on your estimated consumption. Your bill won’t be adjusted until the meter reader is able to access your meter, so that will be at least two months.

By submitting your meter reading online at hydroquebec.com/autoreleve, you’ll prevent any delays in processing. Then your next bill will reflect the amount of electricity you’ve actually used.

No. You can give us your meter reading by calling 514 385-8464 in the Montréal area or 1 877-385-8464 elsewhere in Québec.

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