File a complaint with Hydro Westmount

If you wish to file a complaint regarding a Hydro Westmount rate or condition of service, please follow the procedures below to have your complaint reviewed.

First level of claim – CUSTOMER SERVICE

Contact our Hydro Westmount Customer Service team at 514-925-1414 or by email at serviceshydro@westmount.org. An employee will take the time to answer your questions and will work with you to find a solution to your problem.

Second level of claim – DIRECTOR OF HYDRO WESTMOUNT

You may address your complaint to the Director of Hydro Westmount if you consider that the answer received from our customer service is unsatisfactory. The complaint should be formulated in writing and include a detailed description of the situation and an indication of the desired outcome. If needed, a Hydro Westmount Customer Service employee could help you formulate your complaint.

There are many ways to submit your complaint:

  • Online form: fill and submit the complaint form available on our web site at westmount.org/hydro-westmount-complaint
  • Send an email to westmounthydro@westmount.org Mail:
  • By mail to the following address:
    Directeur Service Hydro Westmount
    995 chemin Glen
    Westmount H3Z 2L8
  • Phone: contact our Hydro Westmount Customer Service team at 514 925-1414. In this case, the employee will record your verbal complaint and will forward it to the Director of Hydro Westmount.
  • Or call the Office of the Director at 514-989-5400.

Decision by the Director of Hydro Westmount
Once your complaint has been received, the Director of Hydro Westmount will send you an acknowledgement of receipt mentioning the timeframe he has to render a decision on your complaint and the timeframes related to an appeal to the Régie de l’énergie. The Director of Hydro Westmount will have 30 days after the acknowledgement of receipt was sent to communicate his decision. Within these 30 days, following the examination of the complaint, the Director of Hydro Westmount will send you in writing his decision which will present his point of view and the proposed solution. He will also indicate the recourse you can take with the Régie de l’énergie

If you have not received a written decision from the Director of Westmount Hydro when 30 days period expires, and there has been no agreement with you for an extension (of up to 60 business days) of the initial 30 business day period, the Director of Westmount Hydro is deemed to have denied your request and issued a negative decision.

Third level of claim – RÉGIE DE L’ÉNERGIE

You can ask the Régie de l’énergie to study your complaint if you consider that the decision received from the Director of Hydro Westmount is unsatisfactory or if the Director didn’t transmit his or her decision within the initial 30 days or within the timeframe established with you. This request must be completed with 30 days following the date the decision was rendered by the Director of Hydro Westmount. To proceed, you can choose to write a letter or fill the Régie de l’énergie complaint form which can be obtained by one of the following means:

  • Web site of the Régie de l’énergie (www.regie-energie.qc.ca/consommateur/plaintes.html)
  • By phone:
    Montréal : 514 873-5050
    Toll free: 1 888 873-2452;
  • By mail at:
    Régie de l’énergie
    800, rue du Square-Victoria
    Bureau 2.55
    Montréal (Québec) H4Z 1A2.

Once your complaint has been written, you must send it to the Régie de l’énergie by one of the following means:

  • In person at the Régie de l’énergie office listed previously or by mail at the same address;
  • By fax at 514 873-2070;
  • By email at greffe@regie-energie.qc.ca

A fee of $30 applies for the examination of your complaint by the Régie de l’énergie. The Régie de l’énergie offers a mediation service if both parties agree. The decision of the Régie de l’énergie is final and with no appeal.

Time limits
Please note the provisions of the Act respecting the Régie de l’énergie regarding the time limits applicable to the exercise of rights with respect to complaints under Chapter VII of the Act.

  • Article 93: If the electric power carrier or the distributor fails to forward the decision within the allotted time, the electric power carrier or the distributor is deemed to have forwarded a negative decision to the complainant on the day of expiry of that time.
  • Article 94: Within 30 days of the date on which the decision of the electric power carrier or the distributor is forwarded or deemed to have been forwarded, the complainant, if he disagrees with the decision, may apply to the Régie for the examination of the complaint.
  • The Régie may, however, examine a complaint filed after the expiry of the time fixed under the first paragraph if the complainant was unable, for serious and valid reasons, to act sooner and if no grave injury to the electric power carrier or the distributor results therefrom.
  • Article 99: The Régie may refuse or cease to examine a complaint
    (1) if the Régie has reasonable grounds to believe that the complaint is unfounded, vexatious or in bad faith or that an intervention on its part would serve no useful purpose;
    (2) if more than one year has elapsed since the complainant became aware of the facts on which his complaint is based, unless the delay is justified by exceptional circumstances.

If the Régie refuses or ceases to examine a complaint, it shall inform the complainant and the electric power carrier or the distributor in writing of the reasons for such decision.

ACCELERATED REVIEW PROCEDURE FOR INTERRUPTION OR NOTICE OF INTERRUPTION

If a notice of interruption has been transmitted or if service has been interrupted, you may formulate a complaint in regards to a rate or service conditions by using the following process:

First level of claim – CUSTOMER SERVICE

Contact our Hydro Westmount Customer Service team at 514-925-1414. An employee will take the time to answer your questions and will work with you to find a solution to your problem.

Second level of claim – DIRECTOR OF HYDRO WESTMOUNT

You may address your complaint to the Director of Hydro Westmount if you consider that the answer received from our customer service is unsatisfactory. The complaint should be formulated in writing and include a detailed description of the situation and an indication of the desired outcome. If needed, a Hydro Westmount Customer Service employee could help you formulate your complaint.

There are many ways to submit your complaint:

  • Online form: fill and submit the complaint form available on our web site at westmount.org/hydro-westmount-complaint
  • Send an email to westmounthydro@westmount.org
  • Mail: By mail to the following address:
    Directeur Service Hydro Westmount
    995 chemin Glen
    Westmount H3Z 2L8

The Director of Hydro Westmount has 2 business days following receipt of your complaint to respond to you in writing, confirm his or her decision and advise you of your right to appeal to the Régie de l’énergie. If the Director of Hydro Westmount does not provide you with a written decision within 2 business days of receiving your complaint, he is deemed to have rejected your complaint and provided you with a negative decision on the day this period expires.

Third level of claim – RÉGIE DE L’ÉNERGIE

You can ask the Régie de l’énergie to study your complaint if you consider that the decision received from the Director of Hydro Westmount is unsatisfactory or if the director didn’t transmit his or her decision within the initial 30 days or within the timeframe established with you. This request must be completed with 30 days following the date the decision was rendered by the Director of Hydro Westmount. To proceed, you can choose to write a letter or fill the Régie de l’énergie complaint form which can be obtained by one of the following means:

  • Web site of the Régie de l’énergie (www.regie-energie.qc.ca/consommateur/plaintes.html)
  • By phone:
    Montréal : 514 873-5050
    Toll free: 1 888 873-2452; or
  • By mail at:
    Régie de l’énergie
    800, rue du Square-Victoria
    Bureau 2.55
    Montréal (Québec) H4Z 1A2.

Once your complaint has been written, you must send it to the Régie de l’énergie by one of the following means:

  • In person at the Régie de l’énergie office listed previously or by mail at the same address;
  • By fax at 514 873-2070;
  • By email at greffe@regie-energie.qc.ca

A fee of $30 applies for the examination of your complaint by the Régie de l’énergie. The decision of the Régie de l’énergie is final and with no appeal.

Time limits
Please note the provisions of the Act respecting the Régie de l’énergie regarding the time limits applicable to the exercise of rights with respect to complaints under Chapter VII of the Act.

  • Article 93: If the electric power carrier or the distributor fails to forward the decision within the allotted time, the electric power carrier or the distributor is deemed to have forwarded a negative decision to the complainant on the day of expiry of that time.
  • Article 94: Within 30 days of the date on which the decision of the electric power carrier or the distributor is forwarded or deemed to have been forwarded, the complainant, if he disagrees with the decision, may apply to the Régie for the examination of the complaint.
  • The Régie may, however, examine a complaint filed after the expiry of the time fixed under the first paragraph if the complainant was unable, for serious and valid reasons, to act sooner and if no grave injury to the electric power carrier or the distributor results therefrom.
  • Article 99: The Régie may refuse or cease to examine a complaint
    (1) if the Régie has reasonable grounds to believe that the complaint is unfounded, vexatious or in bad faith or that an intervention on its part would serve no useful purpose;
    (2) if more than one year has elapsed since the complainant became aware of the facts on which his complaint is based, unless the delay is justified by exceptional circumstances.

If the Régie refuses or ceases to examine a complaint, it shall inform the complainant and the electric power carrier or the distributor in writing of the reasons for such decision.