Filing a complaint

If you are not satisfied with the solution proposed by our customer services at step 1, you may file a written or verbal complaint with our complaints office.

• Describe your situation and explain why you don’t agree with the suggested solution.
• Remember to include your name (or company name), phone number, address and account number, as indicated on your bill.

Online

Fill in the complaint form

By mail

Hydro-Québec
C. P. 11731, succ. Centre-ville
Montréal (Québec) H3C 6R2

By fax

• Montréal
  514 858-7879
• Toll-free
  1 888 558-7879

By phone

Contact Hydro-Québec’s customer services. The representative will document your verbal complaint and send a written summary to Hydro-Québec’s complaints office.

Hydro-Québec’s reply

Upon receipt of your complaint, Hydro-Québec has 30 days in which to reply. The written reply you receive will set out Hydro-Québec’s point of view and the proposed solution. It will also inform you of your right to appeal the decision to the Régie de l’énergie.

If Hydro-Québec’s complaints office does not send you its written decision within the 30-day time limit, it will be deemed to have rejected your complaint. Follow the instructions in step 3 to ask the Régie de l’énergie to review your case.