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.
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.