Frequently asked questions

Does Hydro-Québec automatically know when one of its customers has an outage?

No, especially not when the outage is very localized. Customer reports (to 1 800 790-2424) are what allow us to locate outages. If the outage has already been reported, our automated system will tell you how long it will take to restore power.

Your assistance is essential to help us know the extent of an outage.

Can I speed up service restoration by asking a technician or an electrician to repair Hydro-Québec equipment close to my house?

No, under no circumstances. No one—with the exception of people accredited by Hydro-Québec—is authorized to carry out work on the Hydro-Québec system or on your meter.

Why are there Hydro-Québec trucks just sitting there on the street when there is an outage?

Crews prioritize their work in a predetermined order; some of the equipment they have to work on might be close to or in your neighborhood.

They sometimes have to wait for instructions from the operating centre before it is safe for them to proceed to work. Furthermore, sometimes a crew's work has to be coordinated with that of other crews.

Why did the Hydro-Québec crew leave my street when the power is not yet restored?

The crew may have had to check or repair equipment farther up or down the line, or it may have been called to an emergency, such as downed lines.

What should I do if a power line has fallen into my street or into my yard?

Never touch or try to move an electrical line, even with a stick or other object. Keep at least three metres from the power line and call 911.

How can I tell whether a power line is energized?

Always assume that the lines are energized and always stay at least three metres away.

What should I do if power has been restored to my neighbors but not to me?

See the Here's what to do section and follow the instructions.

Do I have to speak to an agent to report an outage?

No, it is more effective to use the automated system at 1 800 790-2424. If the outage has already been reported, the system will tell you when service is expected to return. You will be given the option to speak to an agent if you want to report an equipment failure on the Hydro-Québec power system or a situation that is out of the ordinary. However, during a major outage, we can receive a large volume of calls, and your patience is greatly appreciated. If a situation poses a threat to personal safety or public security (such as a fire or lines broken or hanging down), please call 911.

Why does the time for service restoration given by the automated system at 1 800 790-2424 sometimes change?

The automated system calculates service restoration time based on an average time for the type of equipment and geographical area. In the case of a major weather event, service restoration estimates change as more information becomes available.

Why is service sometimes restored just for a few seconds?

The system may have been overloaded because many appliances were left on after the outage started. Even if repairs have been completed, it is possible that an equipment failure somewhere else has led to a loss of power on your line. It is also possible that a repaired line segment needed to be de-energized in order to safely repair another section of the line.

However, if service is restored and you then experience another extended outage, follow the instructions in the Here's what to do section.

Can Hydro-Québec supply generators during extended outages?

No. Hydro-Québec uses generators exclusively for the needs of the power system, not at customer premises. Contact a private supplier or, in an emergency, your municipality.

Will Hydro-Québec credit my bill if I experience an outage?

No, but since you do not use any electricity during an outage, no consumption will be charged for the period of the outage.

Will Hydro-Québec reimburse production losses caused by a power failure?

No. Since power failures are accidental occurrences, Hydro-Québec does not reimburse production losses.