Hydro-Québec is taking concrete action to improve its customer service

To better meet the needs expressed by customers, Hydro-Québec is announcing a number of trangible measures to improve its customer service, including extended call centre hours and new Web and mobile services.

“These initiatives mark an important shift in our customer service delivery,” said Éric Martel, Hydro-Québec’s CEO. “When I was appointed, I assured our 4.2 million customers that they would be at the heart of our decisions, and we are doing everything we can to improve our services. My hope is that, in a few years from now, Hydro-Québec will be considered a reference in customer service.”

New Web services, including for mobile devices, available 24/7

“Improved access to our services will not be limited to extended hours for our customer relations centres. We are also implementing a series of Web services that will enable customers to be more self-sufficient,” explained Mr. Martel. “In line with our digital strategy, we want to promote quick and direct exchanges with customers, available to them wherever they may be.” For example, modifications to the Web site make it possible for customers to track the status of a request for work.

As of April 11

• Android version of Hydro-Québec’s mobile app that allows customers to keep track of the status of any outages affecting them. The iOS version, which is already available, has been downloaded over 68,000 times.
• Until September 30: Customers can change their address or become a customer online to save on administration and new file charges.
• Revamping of the home page for the Web site to make it more customer-focused. The whole informational section of the site dedicated to residential customers has been redesigned to make accessing online services easier.

Customer relations centres open weekday evenings and weekends as of June 25

Hydro-Québec’s customer relations centres will be extending their opening hours to include weekday evenings and weekends just in time for one of our busiest periods: moving season.

Customers will be able to contact a Hydro-Québec representative by phone from Monday to Friday, between 8:00 a.m. and 8:30 p.m., and on Saturday and Sunday, between 9:00 a.m. and 5:00 p.m. Hydro-Québec receives close to 4 million calls per year, making telephone services a key component of customer satisfaction.

Customers will soon be informed of the other services that we will be adding to our offering.

For more information about these services, visit our Customer Space.