File a Complaint

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.

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:

In writing:

• Fill and submit the online complaint form
• Send an email to westmounthydro@westmount.org
• Send your complaint by mail to the following address:
  Directeur Service Hydro Westmount
  995 chemin Glen
  Westmount, Quebec H3Z 2L8

Verbally:

• Contact our Hydro Westmount Customer Service team. In this case, the employee will record your verbal complaint and will forward it to the Director of Hydro Westmount.
• Call the Office of the Director at 514 925-1414.

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 they have 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 business days after the acknowledgement of receipt was sent to communicate his decision. Within these 30 business days, and following the examination of the complaint, the Director of Hydro Westmount will send their decision to you in writing which will present their point of view and the proposed solution. They 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 Hydro Westmount when the 30-business-day 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 Hydro Westmount is deemed to have denied your request and issued a negative decision.

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 their 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 in the Régie de l’énergie complaint form which can be obtained by one of the following means:

• On the website of the Régie de l’énergie (in French)
• By phone:
  Montreal: 514 873-2452
  Toll free: 1 888 873-2452
• By mail sent to:
  Régie de l’énergie
  500, boul. René-Lévesque Ouest
  5e étage, bureau 5.100
  Montréal (Québec) H2Z 1W7

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.

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 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 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:

• Fill and submit the online complaint form,
• Send an email to westmounthydro@westmount.org,
• Send your complaint by mail to the following address:
  Directeur Service Hydro Westmount
  995 chemin Glen
  Westmount, Quebec 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 their decision within the initial 2 business days. 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:

• On the web site of the Régie de l’énergie (in French)
• By phone:
  Montréal: 514 873-2452
  Toll free: 1 888 873-2452
• By mail at:
  Régie de l’énergie
  500, boul. René-Lévesque Ouest
  5e étage, bureau 5.100
  Montréal (Québec)  H2Z 1W7

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.