1. Terms of Use governing Digital Platforms

Welcome to Hydro‑Québec’s main website (www.hydroquebec.com), as well as its specialized sites (www.hydroquebec.com/our-sites/) and its mobile application (hereinafter referred to collectively as the “Digital Platforms”), which Hydro‑Québec owns and administers.

  • The main site contains information regarding services for residential and business customers, electrical safety, and Hydro‑Québec as a company.
  • Specialized sites are designed for specific groups (job seekers, master electricians, teachers, etc.) and provide more detailed information on subjects such as transportation electrification or Hydro‑Québec’s construction projects.
  • The mobile application contains several services and features related to planned service interruptions, account management, the Power outage information service, the Energy Performance Indicator and Online Billing.

It should be noted that the section of Hydro‑Québec’s main site entitled Netiquette is an integral part of the conditions herein (the “Terms of Use”).

Please read these Terms of Use carefully prior to navigating on Hydro‑Québec’s Digital Platforms or using them in any way. By continuing to navigate these sites or use these platforms, you explicitly accept the Terms of Use, which constitute an agreement between you and Hydro‑Québec regarding access to the Digital Platforms and their use. These platforms may be modified at any time without notice. We therefore advise you to consult the Terms of Use regularly.

If you disagree with the Terms of Use governing Hydro‑Québec’s Digital Platforms, you must immediately stop using the platforms.

1.1 Use of Digital Platforms

The Digital Platforms are used to present and share information free of charge. They are designed for personal use and must be used in accordance with all applicable laws and the Terms of Use.

Users are strictly forbidden from carrying out the following actions, whether directly or indirectly, in any way whatsoever:

  • Using the Digital Platforms or the content found therein for commercial purposes without Hydro‑Québec’s prior written consent.
  • Using the Digital Platforms for illegal purposes.
  • Causing IT disruptions or decoding the Digital Platforms.
  • Jeopardizing the security of the Digital Platforms.

Any discussions or interactions carried out via the Digital Platforms must be respectful with regard to Hydro‑Québec’s personnel and to other users. Hydro‑Québec cannot be held responsible for the offences committed by users of its Digital Platforms. In addition to the rules outlined on the Netiquette page, the restrictions listed below shall apply to all users. It is strictly prohibited for users to:

  • harass Hydro‑Québec personnel or other users.
  • impersonate someone (username and password) in order to use the Digital Platforms.
  • send messages or documents that are abusive, defamatory, threatening or obscene.
  • infringe on someone’s privacy or tarnish their reputation.

Hydro‑Québec reserves the right to modify the Terms of Use governing its Digital Platforms and to limit or deny access to the platforms at any time, without notice.

1.2 Applicable laws

The Terms of Use are governed by applicable Québec laws. All disputes and conflicts relating hereto shall be subject to the exclusive jurisdiction of the courts in that province, in the judicial district of Montréal.

1.3 Limitation of liability

1.3.1 Liability regarding content and features

The Digital Platforms, including content and features, are provided “as is.” Hydro‑Québec shall take reasonable measures to keep them up to date. However, errors, omissions or inaccuracies may occur. Hydro‑Québec assumes no responsibility in this regard.

Without limiting the generality of the foregoing, it is understood that Hydro‑Québec cannot guarantee that:

  • content is accurate, current or complete
  • Digital Platforms are compatible with users’ IT devices or systems
  • use of the Digital Platforms is safe and free of interruption, delays or omissions, or that users’ computer systems are protected from data loss, malfunction, viruses or other damage
  • Digital Platforms comply with users’ needs and expectations

To use the Digital Platforms, you may be asked to equip your IT devices and systems with security devices or software, at your expense.

Hydro‑Québec shall not be held liable for any damage or inconvenience resulting from the use of the Digital Platforms or in the event they are unavailable or inaccessible for any reason whatsoever.

1.3.2 Liability regarding hyperlinks

The Digital Platforms contain hyperlinks to websites administered by third parties. The content of those sites, the links contained therein, the modifications made to those sites and the products and services offered on the sites are in no way approved, monitored or authorized by Hydro‑Québec. Hydro‑Québec cannot be held liable for:

  • the content, products or services that appear on third-party sites
  • the presence of unauthorized hyperlinks on its Digital Platforms
  • compatibility issues between third-party sites and your IT devices and systems
  • contamination by computer viruses caused by using third-party sites or inadequate data protection on those sites
  • the collection, use and communication of your personal information on these site

Hydro‑Québec may modify, add or delete the hyperlinks appearing on its Digital Platforms at any time.

1.3.3 Liability regarding the Power outages web page

The information provided in the power outage tracker is approximate, and is based on local time at the service address.

Under no circumstances shall Hydro‑Québec be held liable for any use of or inability to use the information on the maps or in the Service status by region report. It is the users’ responsibility to protect their property.

While Hydro‑Québec updates the information on outages and planned service interruptions on the maps and in the Service status by region report, it cannot guarantee the accuracy or content of this information and it cannot guarantee when service is expected to be restored.

Certain outage areas may not be listed on the maps. The areas identified on the maps and the time when service is expected to be restored are approximate, as is the rest of the information (cause, number of customers without power, etc.).

The service status by region report indicates an estimate of the number of customers without power in each region of the province. It includes the power outages and scheduled interruptions that are currently underway. Unlike a power outage, which is unplanned, a planned service interruption is an intentional interruption of service for a set period of time for system maintenance purposes.

All persons and all occupants of a service address must take the necessary steps to mitigate damage that may be caused by a planned service interruption or power outage.

1.3.4 Liability regarding the Customer Space

The information presented in the Customer Space is intended for general information purposes only and does not constitute your billing information. If there are differences between the information in your Customer Space and that shown on your bill, the information on your bill shall prevail. Should you have any questions, please contact Hydro‑Québec’s customer services.

2. Intellectual property

Hydro‑Québec’s name and logo are Hydro‑Québec trademarks. Unless otherwise specifically indicated, all Digital Platform content is also Hydro‑Québec property, including all texts, RSS feeds, drawings, graphs, images, illustrations, photos and videos, and is protected by copyright law. If you wish to use, copy, translate, publish or distribute such content, you must obtain Hydro‑Québec’s prior written authorization.

When you publish content on the Digital Platforms or fill in a Hydro‑Québec form, you are authorizing the company to use and distribute the content in question, at no cost and for any purpose, with the exclusion of any personal information.

3. Registration and password

For certain features of the Digital Platforms, such as access to information and personal transactions, users will be required to create an account with a username and password. If you wish to create an account in order to use such features, you will need to provide accurate information and ensure that it remains current at all times given that, as a user, you are legally bound by the information you provide.

You must ensure that your username, your password and any other personal information used to identify you and required when using Hydro‑Québec’s Digital Platforms be kept confidential. If you share this information with another person, you will be held responsible for any transactions that person carries out in your account or in connection with your account. If you fail to fulfill your responsibilities outlined herein, Hydro‑Québec cannot be held responsible for any damage resulting from said violations.

4. Confidentiality Policy

This section outlines our practices concerning the personal information we collect when you use the Digital Platforms and their features.

Should you wish to learn more about our privacy protection practices, for example, on the retention and destruction of your personal information, please refer to Our Commitment to your Privacy.

In the event of a discrepancy between our Commitment and these Terms of Use concerning our privacy protection practices, the Commitment shall prevail.

4.1 Communications with Hydro‑Québec, chat service and email

On the Digital Platforms, Hydro‑Québec provides several ways for you to contact us in a secure way, for example, through a customer relations center or online services.

If you contact Hydro‑Québec by email, you must provide your name and email address and write your message in the electronic form available on the Contact us page. You can also contact Hydro‑Québec through Facebook Messenger.

Since communication by email or Messenger is not fully secure, we recommend that you not provide additional personal information in your messages when contacting Hydro‑Québec using either of these methods.

Correspondence transmitted through your Customer Space, the information it contains, as well as information exchanged during a chat session are secure.

4.2 Personal information collected

To use Hydro‑Québec’s personalized services accessible on the Digital Platforms, such as your Customer Space, you must provide certain information that will be used to identify you and confirm your identity. Without this information, we cannot offer these services. We also collect personal information in order to provide you with certain services.

For example, Hydro‑Québec collects your detailed consumption data, specifically your electricity consumption reading at 15 minute intervals for residential customers, and 5 minute intervals for business customers, in order to provide you with your hourly consumption in the Consumption Profile in your Customer Space, and under Consumption/Power use in your mobile app.

Hydro‑Québec also collects your daily consumption data, specifically your electric consumption reading at 24 hour intervals, to suggest the Energy Performance Indicator, subject to the obtention of your prior written consent. This tool collects and uses answers provided voluntarily in your home’s profile questionnaire, and uses your consumption data to allow you to compare your consumption with that of similar households.

When you access Hydro‑Québec’s digital platforms, Hydro‑Québec collects your IP address to ensure the security of its technological infrastructure.

4.3 Automatic data exchange

To ensure that all browsing functions on all Hydro‑Québec websites (under the domaine name hydroquebec.com) are fully functional, your computer and the sites’ servers exchange certain technical data. This data is fragmented and cannot be used to identify you.

Cookies are small text files that are downloaded and saved in the memory of the device you are using to view certain pages on a website.

Cookies are used for:

  • Updating and optimizing our websites to adapt to your browsing habits and needs
  • Preventing ads from being shown to you more than once

Hydro‑Québec and its service providers use Google Analytics to analyze how Hydro‑Québec digital platforms are used, in order to compile statistics and to improve the websites. Cookies are used to collect the following data:

  • Your IP address
  • Your Internet service provider
  • Your browsing session date and start and end times
  • Your browser language
  • Your region or municipality, determined through Your IP address
  • Your browser type and version
  • Your operating system type and version
  • Your device type and model (phone, tablet or computer)
  • The domain of the previous site you visited
  • The address of the pages you visited on Hydro‑Québec websites
  • Your activity (e.g., clicking, scrolling) on Hydro‑Québec websites
  • The point of entry (banner, email, social network, print publication, advertiser’s website) to Your visit
  • Your customer type (e.g., individual, group, organization)
  • Your customer category (e.g., residential, commercial)
  • The Web services to which you subscribe (e.g., Online Billing, Equalized Payments Plan)
  • Your account type (single or multiple contracts)
  • The screen resolution on your device

Hydro‑Québec and its service providers may also use this data to develop, improve or commercialize its products and services. This data is collected and stored by Google on servers that may be located outside of Canada. However, this information is not shared with external parties, except in limited circumstances outlined in Our Commitment to Your Privacy or to allow a third party to perform tasks on behalf of Google (e.g., billing or data storage). You can manage your cookies.

If you wish, you can prevent Google from collecting data on your use of Hydro‑Québec websites by downloading the browser add-on to disable Google Analytics.

4.4 Mapping and visualization services

4.4.1 Google Maps and Google Street View

Our digital platforms use Google Maps and Google Street View via a Google API. These tools are made available to optimize the use of maps by helping to locate sites.

When you use Google Maps and Google Street View, Google collects your IP address, some data related to the location of your device, as well as information such as the date, time and referrer URL of the request. This information is collected and kept by Google on servers that may be located outside of Canada. Hydro‑Québec has no control over the transmission of this data.

If you use Google Maps and Google Street View when the connection to your Google account is active, the information collected by Google will be tied to your Google account. If you do not wish for this to occur, you must first sign out of your Google account before using Google Maps and Google Street View.

The use of Google Maps, Google Street View and their features is subject to the following Google policies: Google Maps Additional Terms of Service and Google’s Privacy Policy.

4.4.2 ArcGIS Online

Our Digital Platforms, including the Outages page, which is accessible on our website and in our mobile app, use ArcGIS Online mapping tools, address search and visualization through an Esri Leaflet API. Hydro‑Québec uses the open-source mapping of the Ministère de la Sécurité publique du Québec and OpenStreetMap. These tools are made available to optimize the Outages page by facilitating the location of sites.

When you use the ArcGIS Online tools, Esri Inc. collects your IP address, some data related to the location of your device (subject to your consent), as well as information like the date, time and referrer URL of the request. This information is collected and kept by Esri Inc. on servers that may be located outside of Canada. Hydro‑Québec has no control over the transmission of this data.

The use of ArcGIS Online and its features is subject to the following Esri Inc. policies: Esri Privacy Statement and ArcGIS Online Privacy Assurance. Use of the MSP’s open-source mapping is subject to the Gouvernement du Québec’s use policy.

4.5 Use of personal information

In accordance with Our Commitment to Your Privacy, Hydro‑Québec will collect only the personal information it needs for specific purposes. In the specific case of the Digital Platforms, your personal information may be used to:

  • offer you our products and services
  • manage your Customer Space and your accounts on our websites
  • convey information that is of interest to you
  • carry out marketing studies, analyses and activities
  • run contests or conduct surveys
  • reply to your questions and comments, including those provided through our chat service

4.6 E-newsletters and email offers

The personal information that we collect for an e-newsletter subscription, in particular your email address, first name, last name, language, postal code and fields of interest, are only used to send you the e-newsletter that you subscribe to. If you no longer wish to receive an e-newsletter, you can click on the Unsubscribe link at the bottom of the e-newsletter.

4.7 Surveys

Surveys are a form of communication between a business and its customers. We use them to better understand the user experience related to our Digital Platforms and customer services. Participation in a survey is entirely voluntary.

Analysis of survey data excludes any personal information, making participation completely anonymous. However, for certain surveys, we may ask for your permission to call you (for example, a survey further to interaction with our customer services). You are entitled to refuse.

4.8 Secure Web communications and navigation

When navigating the Web, your browser detects secure connections and displays a PADLOCK on your Web page to indicate a secure session.

We use the most secure encryption protocols on the market. All data usage when browsing is protected by effective cryptographic mechanisms that guarantee the confidentiality of your information.

We have also adopted other technological, physical and organizational security measures, as outlined in Our Commitment to Your Privacy.

4.9 Access, retention and exercising your rights

For more information about who can access your personal information, the retention period and how to exercise your rights regarding your personal information, please refer to Our Commitment to Your Privacy.

See Also

Fraud prevention