Comments and complaints

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) the advance notice of service interruption or the interruption of service due to failure of payment of an account, you may submit 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.

Make a complaint

If your complaint is about one of these two situations (A or B) and you are not satisfied with the decision of the Office of the Complaints Coordinator, you may proceed to step 3.

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

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).

• 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. Énergir will send you a copy of the decision.