Comments and complaints

Énergir pays close attention to the interests and expectations of its customers. We want to give you the best possible service, so hearing what you have to say is one of our priorities.

We appreciate your comments since they help us continue to improve. Please be assured that they are studied carefully.

To submit a comment, please fill the form.

A simple, clear, three-step procedure

01. Our Customer Service is listening

Your comments on our activities should first be reported to the Énergir Customer Service Department. Our representatives solve most problems at this step; have in hand all available information (supporting documents, account number, dates, names, etc.) and express your request clearly.

Choose the communication method you prefer:

By phone: 1 800 361-4568
Email
Complaint form
Mail
Énergir
1717 rue du Havre
Montréal, Québec H2K 2X3

Clearly word your request and, when you communicate with us by telephone or in writing, please make sure you have all the information needed:

supporting documents
account number
dates
names
etc.

02. Office of the Complaints Coordinator

If you feel that you have not obtained a satisfactory response from Customer Service (Step 1), you can send a complaint to the Office of the Complaints Coordinator.

Complaint form

The communication methods are the same as those listed under Step 1. If you would like to communicate by telephone, one of our Customer Service representatives will help you word your complaint.

Whether you opt to communicate by telephone or in writing, you need to give:

the reason for the complaint
the information needed to understand the complaint
the solution sought

Decision and applicable time limits

The Office of the Complaints Coordinator will give you its decision and the reason behind that decision verbally. However, the decision will also be sent in writing in the following cases and time limits:

A) 48 hours for complaints concerning a prior notice of a service interruption or a service interruption for failure to pay an account;

B) 60 days for complaints concerning the application of the Conditions of Service and Tariff, e.g., transportation, supply, or natural gas storage conditions.

If the Office of the Complaints Coordinator does not respond to your complaint within the time limit set, Énergir is deemed to have sent you a negative decision the day the time limit expired.

03. Régie de l'énergie

If you do not agree with the decision of the Office of the Complaints Coordinator regarding the situations described in 2A or 2B, you may ask the Régie de l’énergie (regulatory agency) to examine that decision.

Simply fill out the complaint form that you will find online at https://www.regie-energie.qc.ca/fr/formulaire-de-plainte/details-de-la-plainte

Please note that the complaint form is only available in French.

You will have to submit your complaint to the Régie within 30 days following receipt of Énergir decision (or the date it is deemed to have been sent) along with the decision from the Office of the Complaints Coordinator (if applicable).

The Régie charges $30 to open a file.

Please note

Under the Act respecting the Régie de l’énergie*, Énergir has a period of 60 days, or in the case of an interruption of service, 48 hours, to respond to your complaint. If it does not respond to your complaint within the time limit, Énergir is deemed to have forwarded you a negative decision on the day of expiry of that time limit. If you disagree with the decision, you may file your complaint with the Régie de l’énergie within 30 days from the date of transmission of the decision (or, if applicable, as of the date on which this decision is deemed to have been forwarded).
The Régie de l’énergie may accept to examine your complaint if it is submitted after the 30-day time limit:
– due to serious and valid reasons;
– and if the delay in filing the complaint does not result in grave injury to Énergir.
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 unfounded, vexatious, or in bad faith, or if it judges that its intervention would serve no useful purpose or, still, if more than one year has elapsed since you became aware of the facts on which the complaint is based 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 Énergir 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 this decision on the Régie de l’énergie website at: regie-energie.qc.ca. Énergir will send you a copy of the decision on request.

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