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The Régie has approved a specific consumer complaint examination procedure for each electricity or natural gas distributor or electricity carrier. It provides that:

• complaints about the application of the rates or conditions of service must first be filed with the company's customer service department, which can be contacted at the number or address that appears on the bill;
  
  
• if the consumer is dissatisfied with the response, he or she can file a written complaint with the company. The company then has 60 days to provide a written decision on the complaint. In the case of Hydro-Québec, the delay is 30 days;
  
  
• if the consumer is still dissatisfied with the company's decision, he or she can ask the Régie to review the complaint by filing a written complaint outlining the reasons for his or her dissatisfaction within 30 days of the company's decision. The complaint should be addressed to the Régie's Secretariat and accompanied by the company's decision and a cheque or money order for $30 made out to the Régie de l'énergie;
  
  
• failing an agreement between the parties, the Régie examines the complaint on the basis of the evidence in the file. It may also decide to hold a hearing, either at its own initiative or at the request of one of the parties.
  

For more information on the complaints procedure for a specific distributor, consumers can call the Régie’s complaints information line:

Montréal 514 873-5050

or 1 888 873-2452

• Brochure - Your Complaint to the Régie de l’énergie
  A step by step guide
  for energy consumers
  (october 2015)
  
  
• Brochure - Your Complaint to the Régie de l’énergie
  A step by step guide
  for energy consumers (condensed)
  (october 2015)
  
  
• FORM for presenting a complaint

	For more information about specific procedure governing the examination of complaints, visit: