Comments and complaints

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

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.

• Complaint form

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 Complaints Coordination Office 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 Complaints Coordination Office 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.

If you do not agree with the decision of the Complaints Coordination Office 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 Complaints Coordination Office (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.