Breakage on the gaz distribution system in Candiac - Status as of April 13

A breakage caused by a contractor occurred on April 8 in Candiac resulting in an interruption of natural gas service to nearly 4,900 customers in the area and some nearby sectors. Our teams have responded quickly to ensure the safety of citizens.

As of noon on April 13, our crews had visited all 4,900 customers affected by the natural gas service interruption.

If you were not home when we visited or have not yet been reconnected, please contact our customer service. We will send a technician to your address. Remember that you must be present at your home to give our colleagues access to your interior equipment.

We would like to thank our customers once again for their understanding and patience.

A message to customers affected by the service interruption

Watch the video of our Executive Vice President - Quebec, Stéphanie Trudeau, who wanted to thank you for your collaboration and patience. (video in french only)

Your natural gas service has been interrupted?

Please be assured that we are doing everything possible to restore the situation and minimize the impact on our customers. As of noon on April 13, our crews had visited all 4,900 customers affected by the natural gas service interruption.

If you were not home when we visited or have not yet been reconnected, please contact our customer service. We will send a technician to your address. Remember that you must be present at your home to give our colleagues access to your interior equipment.

The delays in restarting are due to the fact that each interrupted address must be manually resupplied by our technicians in order to perform the operation safely. Here are the necessary steps for reconnecting clients, which are underway since Thursday afternoon:

  • Within hours of the April 8 event, our crews visited each of the 4,900 customers to shut down the outdoor facilities before they could safely turn on the gas system.  This first portion of the operation ended on April 9 in the late evening.
  • In a second phase, our colleagues returned to each customer's premises to relight their interior equipment. 

We strive to keep the public and our customers informed as soon as we obtain new information and the situation evolves.

Rest assured that the rules and sanitary measures related to the COVID-19 pandemic will be respected at all times to preserve the health and safety of our customers and employees.

Customer Service

Our team is available to answer your questions by email or by phone. The customer service department is open Monday to Friday from 8:00 a.m. to 6:00 p.m.

We understand that this can be a difficult situation while waiting for natural gas to be restored, which is why we have put new measures in place to support you. We invite our affected customers to call customer service to discuss your situation.

If you have unplanned expenses due to the situation, we encourage you to keep your receipts. There is an ongoing investigation to determine the exact cause of the service interruption. If you wish to make a claim, you may contact Energir's claims department and an agent will acknowledge and respond as soon as possible.