“Next-generation meters quickly let us know about any power outages.”
Catherine LefebvreCustomer Services Representative
3.2 M residential customers can count on a reliable supply of electricity.
3.5 That’s how many times Québec’s 149,770 km of transmission lines could circle the globe!
40 % of power outages are caused by branches or trees that fall on power lines.
Whenever a power outage is reported, several teams of employees may be asked to spring into action, depending on the scale and cause of the outage. Hydro-Québec’s response follows a logical order of steps.
No two questions are alike! Every customer who calls us has a different situation. Sometimes an explanation is all that is required, while in other cases an entire team has to be mobilized for an emergency response. Whatever the case, the goal is always to find a solution to the caller’s problem. Our customer services department is now open on weekends and evenings. Customers can even reach us on Twitter and Facebook. To make things easier, Hydro-Québec’s online services are available 24 hours a day, seven days a week, to help you manage your account your way, with no waiting!
Q. I’m moving next week, and I completely forgot to let you know!
A. We can do your change of address right away over the phone, but if you prefer, you can handle it yourself online in your Customer Space.
Q. If I sign up for Online Billing, I’m afraid I’ll forget to pay.
A. To help you remember, we always send you two e-mails. The first one is sent when your bill is ready; it shows the amount owing and due date. The second one is sent five days before the due date.
Q. My neighbors vine seems to be wrapped around the transformer. Is that dangerous?
A. Yes, that could be dangerous. Don’t try to cut the vine yourself, a professional must assess the situation.
Q. My bills are much higher in the winter than in the summer. Is there some way to even them out?
A. Absolutely! With the Equalized Payments Plan, or EPP, we estimate your annual consumption and spread it out over 12 months. This way, you pay the same amount every month, winter and summer alike.We will review your monthly installment once a year.
Q. I am interested in an apartment, but I’d like to know how much it’s going to cost me for electricity before I sign the lease.
A. If you give me the address and postal code, I can check that for you right now. You can also get the information from our Web site.
Q. The power is out in my neighborhood. Can you tell me when it’s going to be restored?
A. You can track your outage via our mobile app, by checking the Power Outages map on our Web site, or by calling us at 1 800 790-2424 to find out when your power will be restored.
To make sure you’re prepared for a power outage, always keep an emergency kit on hand. If service gets interrupted, unplug all your electrical devices as soon as possible to protect sensitive electronics and components. Once the power is restored, you can gradually turn your electronic devices back on.