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 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.
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.
Business
Professionals
Customer Space
Log in Create an account
Choosing RNG is quick and simple
Choosing RNG is quick and simpleSwitch to sustainable energy without swapping out your appliances by choosing renewable natural gas —a type of energy that’s produced entirely from organic matter and plays a direct role in reducing greenhouse gas emissions.
I'm in
Support for low-income households
You are behind in your payments or unable to pay your account balance by the due date? You may be eligible for our support program for low-income households.
Learn more
Tips and advice
Reduce your energy consumption and you will lower your costs and your greenhouse gas emissions.
Learn more
Energy efficiency grants
Énergir can provide you with several grants to help you choose energy efficient solutions for your home.
Learn more
Helping you reduce your consumption
Énergir customers who install a smart thermostat are eligible for a rebate of up to $100.
Learn more
Tips and advice
Reduce your energy consumption and you will lower your costs and your greenhouse gas emissions
Learn more
Énergir Partner at your service
As with every other energy sources, an annual maintenance of natural gas appliances by professionals is essential.
Learn more
Carbon monoxide: what you need to know
Natural gas is non-toxic. Carbon monoxide emanations, however, can result from poor combustion in poorly maintained appliances. Make sure your appliances are properly maintained.
Your are moving out?
Update your address in advance on your Customer Space.
Log in
New customer?
Have you just moved into a natural gas powered house?
Open your account
95% of our clients agree
The Énergir team is committed to meeting your needs and we have a 95.1% customer satisfaction rating to prove it!
Fraudulent calls
Please note that we never contact our customers to ask for their credit card number. If you receive such a call, hang up and inform your local police force.
Learn about dual energy
Choosing dual energy means taking concrete action that has a positive impact on our planet and your energy bills.
Learn more
How to switch to dual energy?
Easy. See the steps involved to getting the most out of your new appliances..
See the step
Certified Partners you can trust
These are the experts who take care of installing your natural gas appliances. Not only do they meet the highest quality standards, they also make sure that you get every grant you are eligible for.
Find a partner
Learn about RNG
Reduce your greenhouse-gas emissions by using recognized form of renewable energy without changing your system, thanks to renewable natural gas (RNG).
Learn more
Switch to RNG
Putting renewable natural gas into your purchase profile is quick and easy to do. You can even personalize your RNG ratio depending on your needs.
See the steps
A safe energy source
Natural gas is among the safest energy sources out there, wich explains why nearly 200,000 Quebecers use it every day.
Learn more
Prevention basics
Safety first: prevention is as easy as following your appliances' installation, usage and maintenance guidelines.
Learn more
Carbon monoxide: what you need to know
Natural gas is non-toxic. Carbon monoxide emanations, however, can result from poor combustion in poorly maintained appliances. Make sure your appliances are properly maintained.
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 procedure as simple as 1-2-3
Your comments on our activities should first be sent to Énergir’s Customer Service. Our representatives have been trained to respond to your requests and they can resolve most of your issues.
Choose the communication method you prefer:
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:
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 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.
Whether you opt to communicate by telephone or in writing, you need to give:
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
– due to serious and valid reasons;
– and if the delay in filing the complaint does not result in grave injury to Énergir.
* 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.
Choosing renewable natural gas is
quick and easy
Switch to renewable energy without swapping out your appliances by choosing renewable natural gas—a type of energy that's produced entirely from organic waste and plays a direct role in reducing greenhouse gas emissions.
I'm in
Your space
About Énergir
Other Sites / Quick links
Need more information?
Contact-usFollow us
© 2004-2024, Énergir. All rights reserved.