Comments and Complaints

Gaz Métro wants to be the best energy distributor in Québec, offering you top-quality goods and services. Listening to what you have to say is one of the ways to achieve that goal, and it helps us offer you a service that meets your expectations. Your comments and complaints will be studied carefully, so please do not hesitate to tell us what you think about our services.

A simple, clear, three-step procedure

1

Your gateway: our Customer Service Department

Your comments on our activities should first be reported to the Gaz Métro Customer Service Department.

You can reach us in several ways:

  • By phone at 1 800 875-9354
  • By email
  • By writing at the following address:

Gaz Métro
Customer Service
1717 rue du Havre
Montréal, Québec H2K 2X3


Our representatives solve most problems at this step; have in hand all available information (supporting documents, dates, names, etc.) and a clearly idea of your expectations.

2

Office of the Complaints Coordinator

If you are not satisfied with the answer you received from our Customer Service Department, you may send a written complaint to Gaz Métro Complaints Coordinator. 

If your complaint concerns:

a) the application of Conditions of service and Tariff or a condition for the transmission, supply or storage of natural gas , the Office of the Complaints Coordinator will advise you in writing of its decision and the justification for that decision within 60 days following the date your complaint was received.  

b) advance notice of service interruption or if service has already been interrupted because of failure to pay an account, you may present your complaint verbally or in writing to the Office of the Complaints Coordinator, which will inform you of its decision in writing writing within 48 hours following the receipt of your complaint.

If your complaint concerns one of these two specific situations (A or B) and you are not satisfied with the decision of the Office of the Complaints Coordinator, go on to step 3.

3

Recourse to regulatory agency: Régie de l’énergie

If you do not agree with the decision of the Office of the Complaints Coordinator regarding (situation 2A or 2B) above, you may ask the Régie de l'énergie to examine that decision. Simply submit your complaint to the Régie, along with the decision from the Office of the Complaints Coordinator, within 30 days following the date its decision was conveyed to you. The Régie charges a $30 fee for opening a file.

The coordinates are the following:

Régie de l'énergie
800, Place Victoria, Bureau 2.55
Montréal, Québec H4Z 1A2
secretariat@regie-energie.qc.ca
www.regie-energie.qc.ca

PLEASE NOTE

  • Under the Act the Régie de l'énergie* , Gaz Métro has a period of 60 days, or in the case of an interruption of service, 48 hours, to respond to your complaint.  If Gaz Métro does not respond to your complaint within the time limit, you must consider that its decision is negative (assumed decision).  If you do not agree with the decision, you have a period of 30 days from the date of transmission of the decision (or, if applicable, as of the date on which this decision is assumed to have been made), to file your complaint with the Régie de l'énergie.

  • The Régie de l'énergie may refuse to examine your complaint if it is submitted after the 30-day time limit.

    • without a serious or legitimate reasons;
    • if the delay in filing the complaint resuslts in severe harm to Gaz Métro.
     
  • The Régie de l'énergie may also refuse to examine, or cease its examination of your complaint if it has good reason to believe that it is ill-founded, vexatious, or not in good faith, or if it judges that its intervention is obviously not helpful or, still, if a year has elapsed since you learned the facts behind the complaint, unless the delay is justified by exceptional circumstances.

*This leaflet has been prepared for the convenience of our customers and is not the official version of Decision D-98-25 from the Régie de l'énergie, Appendix M, on the Procédure d'examen des plaintes adressées par les consommateurs à Société en commandite Gaz Métro concernant l'application d'un tarif ou d'une condition de transport, de fourniture ou d'emmagasinage du gaz naturel. For an interpretation and the application of the law and its decision, you can read the decision of the Régie de l'énergie on its Web site. Gaz Métro will send you a copy of the decision on request.