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.
Users are strictly forbidden from carrying out the following actions, whether directly or indirectly, in any way whatsoever:
Any discussions or interactions carried out via the Digital Platforms must be respectful with regard to Hydro-Québec’s employees 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:
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:
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.
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:
Hydro-Québec may modify, add or delete the hyperlinks appearing on its Digital Platforms at any time.
The information provided in the power outage tracker is approximate, and is based on the 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, including 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 estimated 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 must take the necessary steps to mitigate damage that may be caused by a planned service interruption or power outage.
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 a Hydro-Québec customer services representative
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.
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.
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.
On the Digital Platforms, Hydro-Québec offers 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 are doing so voluntarily. 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.
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. 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 in the Consumption tab 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.
To ensure that all browsing functions on all Hydro-Québec websites 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:
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:
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).
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.
Our digital platforms use Google Maps and Google Street View via a Google API. These tools are made available to optimize the use of the Outage Tracker by helping to locate specified 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 are signed into your Google account when you use Google Maps and Google Street View, 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.
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:
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.
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 from respondents, 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.
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 protocol 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.
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.