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Tuesday, June 18, 2013
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Hydro Westmount
Fille a complaint with Hydro Westmount
- SCOPE
This procedure applies to any complaint concerning the application of a rate or condition for the supply of electricity within the meaning of sections 86 to 101 of An Act respecting the Régie de l’énergie (1996, S.Q., ch.61);
- CUSTOMERS’ COMPLAINTS (first level of claim) Customer service
Any complaint relating to the application of a rate or condition for the supply of electricity, shall be first addressed to the customer service which can be reached at the telephone number or at the address appearing below;
- CUSTOMERS’ COMPLAINTS (second level of claim) PROCEEDING BEFORE THE DIRECTOR OF HYDRO WESTMOUNT
The customer may address himself to the Director of Hydro Westmount if he or she considers that the answer received from the customer service is unsatisfactory. The complaint shall be formulated in writing and shall include a detailed description of the situation which is the object of the complaint, an indication of the results sought and the name, address, telephone number and the account number shown on your bill;
- ASSISTANCE FROM CUSTOMER SERVICE
Upon request, the customer service employees will assist complainants in formulating their complaints and give them the opportunity to present their observations;
- DECISION BY THE DIRECTOR OF HYDRO WESTMOUNT
The Director of Hydro Westmount shall communicate his or her written decision to the complainant within sixty days of receiving the complaint.
The Director shall indicate the reasons for the decision and the possibility of recourse to the Régie de l’énergie under sections 94 and following of An Act respecting the Régie de l’énergie;
- URGENT COMPLAINT
If a notice of interruption has been transmitted or if service has been interrupted, the customer may formulate a written or verbal complaint to the Director of Hydro Westmount who shall communicate the reasons of his or her decision, in writing within forty-eight hours of receiving the complaint;
- CUSTOMERS’ COMPLAINTS (third level of claim) PROCEEDING BEFORE THE RÉGIE
The customer may ask the Régie de l’énergie to study his or her complaint if he or she considers that the decision he or she has received from the Director of Hydro Westmount is unsatisfactory. The request shall be formulated in writing and shall indicate the reasons for such a request. The request shall be sent to the Secretariat of the Régie within thirty days of the date of transmission of the decision of the Director of Hydro Westmount to the customer. The request shall be subject to the procedure prescribed in sections 94 to 101 of An Act respecting the Régie de l’énergie.
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Address:
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HYDRO WESTMOUNT
City of Westmount
995 Glen Road
Westmount, Quebec H3Z 2L8
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RÉGIE DE L’ÉNERGIE
800 Place Victoria, Suite 255
P.O. Box 001
Montreal, Quebec H4Z 1A2
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Telephone:
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514 925-1414
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514 873-5050
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Fax:
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514 989-5254
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514 873-2070
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Last update:
Saturday, July 5, 2008
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