Hydro-Québec - Residential Customers

Do you have a question or problem with your hydro bill or services provided by Hydro-Québec? Here's the procedure to follow:

Call Customer Services: the phone number is on the lower left-hand side of your hydro bill under "Services à la clientèle."

Ask your question or explain your problem to the Hydro-Québec representative who takes your call. He or she can help you find a solution. Most problems are solved at this step.

If you are not satisfied with the answer or suggested solution, go to Step 2.
Send your complaint, in writing, to the Customer Services Manager. The address is on the lower left-hand side of your bill under "Services à la clientèle."
- Outline your situation and explain why you do not agree with the suggested solution.
- Remember to include your name (or company name), phone number and address. Also include your account number as shown on your bill.
- The Customer Services Manager will study your complaint. Within 60 days of receiving your letter, the Customer Services Manager will send you a written response explaining Hydro-Québec's point of view and suggesting a solution.
If you wish, a Hydro-Québec representative can help you write out your complaint.

If your complaint concerns the application of an electricity distribution or transmission rate or condition of service, and you are not satisfied with the solution suggested by the Customer Services Manager, go on to Step 3.
If your complaint involves a disconnection or if you have received a written notice that your service will be cut off in eight days and your problem concerns the application of an electricity distribution or transmission rate or condition of service, you have two options:
- You may telephone the Customer Services Manager, explain your situation and give your point of view. The Customer Services Manager will then have 48 hours (two days) to give you a written response.
- OR
- You may write to the Customer Services Manager to explain your situation.
  - Describe your situation and explain why you do not agree with the suggested solution.
  - Remember to include your name (or company name), phone number and address. Also include your account number as shown on your bill.
  - The Customer Services Manager will have 48 hours (two days) after receiving your letter to give you a written response.
After receiving Hydro-Québec's response, you have 30 days to ask the Régie de l'énergie to review your complaint. Submit your complaint to the Régie in writing, along with the following documents:
- A photocopy of the complaint you sent to Hydro-Québec
- A photocopy of the letter you received from Hydro-Québec in reply
- A letter explaining why you disagree
- A cheque or postal money order for $30 made out to the Régie de l'énergie
Send your request to the following address:

Régie de l'énergie
Tour de la Bourse
2^e étage, bureau 2.55
800, place Victoria
Montréal (Québec) H4Z 1A2

			Do you have a question or problem with your hydro bill or services provided by Hydro-Québec? Here's the procedure to follow: Call Customer Services: the phone number is on the lower left-hand side of your hydro bill under "Services à la clientèle." Ask your question or explain your problem to the Hydro-Québec representative who takes your call. He or she can help you find a solution. Most problems are solved at this step. If you are not satisfied with the answer or suggested solution, go to Step 2. Send your complaint, in writing, to the Customer Services Manager. The address is on the lower left-hand side of your bill under "Services à la clientèle." Outline your situation and explain why you do not agree with the suggested solution. Remember to include your name (or company name), phone number and address. Also include your account number as shown on your bill. The Customer Services Manager will study your complaint. Within 60 days of receiving your letter, the Customer Services Manager will send you a written response explaining Hydro-Québec's point of view and suggesting a solution. If you wish, a Hydro-Québec representative can help you write out your complaint. If your complaint concerns the application of an electricity distribution or transmission rate or condition of service, and you are not satisfied with the solution suggested by the Customer Services Manager, go on to Step 3. If your complaint involves a disconnection or if you have received a written notice that your service will be cut off in eight days and your problem concerns the application of an electricity distribution or transmission rate or condition of service, you have two options: You may telephone the Customer Services Manager, explain your situation and give your point of view. The Customer Services Manager will then have 48 hours (two days) to give you a written response. OR You may write to the Customer Services Manager to explain your situation. Describe your situation and explain why you do not agree with the suggested solution. Remember to include your name (or company name), phone number and address. Also include your account number as shown on your bill. The Customer Services Manager will have 48 hours (two days) after receiving your letter to give you a written response. After receiving Hydro-Québec's response, you have 30 days to ask the Régie de l'énergie to review your complaint. Submit your complaint to the Régie in writing, along with the following documents: A photocopy of the complaint you sent to Hydro-Québec A photocopy of the letter you received from Hydro-Québec in reply A letter explaining why you disagree A cheque or postal money order for $30 made out to the Régie de l'énergie Send your request to the following address: Régie de l'énergie Tour de la Bourse 2^e étage, bureau 2.55 800, place Victoria Montréal (Québec) H4Z 1A2