Montréal, March 26, 2020
Hydro-Québec makes adjustments to its customer services due to the COVID-19 situation
Due to the unprecedented situation we are currently experiencing and in order to ensure the safety of our call center employees, we have reduced our customer service teams. Although we are making every effort to enable our representatives to work from home, wait times could be longer than usual and we apologize.
We recommend that you use our many online services to simplify your life and help you manage your account at any time from your Customer Space.
Assistance measures offered to customers
We are aware that some of our customers may experience financial difficulties over the coming weeks. In order to assist them during this time:
- We are suspending administration charges for unpaid bills.
- We will not cut off power to any customers for non-payment and we will not carry out any planned service interruptions unless they are absolutely essential.
If you are having trouble paying your bill, you can make a payment arrangement online in your Customer Space.
Our business hours for communicating with a customer services representative by phone, chat or on social media are now from 8 a.m. to 6 p.m. from Monday to Friday.
Power outages and work
Hydro-Québec will continue to provide essential services and our crews will continue to respond:
- In case of an outage.
- In case of an incident that could jeopardize public safety.
- To provide service connection for residential customers with imminent move-in dates.
All non-essential work will be delayed for an undetermined period.
If you are a residential customer who must move into a home that requires immediate connection to the power system, please fill out the work request form.
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