Frequently Asked Questions

  • How do I turn on, maintain or repair my appliances?

    For turning on, maintaining, or repairing your natural gas appliances, you can contact a Gaz Métro Authorized Partner-- reliable experts in the field of natural gas. You can also contact Gaz Métro Plus for specialized assistance, and integrated products and services in the energy field.
  • Why opt for a central heating system?

    A central heating system is much more functional than electric baseboards, which produce very localized heat and provide no atmospheric mixing nor any control on the rate of humidity. The very versatile central heating system can be optimized by adding a filter, a humidifier and an air conditioner. The central heating system carefully controls the temperature and humidity of the home. The heat is spread uniformly throughout every room. Air is constantly being filtered, providing exceptional air quality and eliminating a good quantity of dust.

    Residential - Heating appliances
    Business - Heating equipment

  • Is a natural gas water heater more efficient than an electric water heater?

    Natural gas water heaters are much more functional than electric water heaters because they heat water two times faster than the electric variety.
  • Can natural gas be used for air conditioning?

    There are some air conditioners that do use natural gas. These air conditioners are used in commercial, industrial and institutional sectors. However, it is also possible to install a forced air central system plus an electric air condtioner for home use. This combination-- a natural gas forced air heating system and an electric air conditioner--is cheaper than buying a thermopump.
  • How much natural gas do appliances for my business consume?

    To learn more about the average annual consumption of certain natural gas appliances, visit the "Appliance" section. Take note that several factors play a role when analyzing consumption, such as the number of occupants, how often the appliance is used, the area in question and the building insulation.

  • What type of natural appliances exists?

    There is a wide range of natural gas appliances, whether for heating, hot water or processes. Check the list of the most popular appliances and discover the grants associated with it.

    Residential - appliances
    Business - equipment

  • Are natural gas appliances safe?

    New appliances all come with tested security systems. Annual preventive maintenance of your appliances or a simple check-up by a qualified professional ensures their good-working order, optimal efficiency and longer life. A qualified contractor who possesses a licence from the Régie du batiment and who is a member of the Corporation des maîtres mécaniciens en tuyauterie du Québec must take care of turning on, maintaining and repairing your natural gas appliances.
  • What are the advantages to switch to natural gas?

    A vast and secure distribution network, a clean and reliable energy, appliances that are both performant and efficient – these are just some of the advantages of adding a touch of Blue to your company. Natural gas is profitable. Through its commercial programs, Gaz Métro provides financial assistance so that you can purchase and install new natural gas equipment.

    Residential - grants
    Business - grants

  • What are the steps for connecting to the natural gas grid?

    Consult the steps to be taken to have your company or home connected to the natural gas network if it is found that the natural gas network is available to serve your home.

    Residential - Installation
    Business - Installation

  • How do I switch my current heating system to a natural gas one or install new natural gas appliances?

    To switch your central heating system to a natural gas one, please contact a Customer Service representative at 1 800 567-1313. The representative will make sure that natural gas is available in your region and will refer you to a commercial representative.

  • What are your financial programs for my business?

    In business, performance and profitability are closely related. This is why Gaz Métro offers you different commercial and financial programs--to make your switch to natural gas simpler. Whether it is to install, to modernize or to switch your equipment to natural gas ones, our programs will allow you to adopt the source of energy of business people, with peace of mind and no complications. Consult the section on commercial grants for details.

  • Who are the Gaz Métro Authorized Partners?

    You should only get your natural gas appliances installed by qualified contractors who hold a licence from the Régie du bâtiment and who are members of the Corporation des maîtres mécaniciens en tuyauterie du Québec. Gaz Métro Authorized Partners meet these requirements and are trained by Gaz Métro.

    Residential - Find an Authorized Partner
    Business - Find an Authorized Partner

  • Is natural gas less expensive than fuel oil or electricity?

    Natural gas is still less expensive than fuel oil. Compared to electricity, it is also less expensive for large volumes and is almost on an even footing in the rest of the business market.  For more information, consult the Price section.

  • What is going to happen to natural gas price?

    The financial markets (CMA Group) agree that its price will stay low for the next 10 years. However, Gaz Métro's professionals closely watch market conditions on a daily basis so they can purchase natural gas as cheaply as possible and store it for future use.

  • How can I reduce energy consumption?

    Reducing your energy consumption is much easier than you may think. Here are some simple tips to carry out.  

    Residentiel - Tips and advice
    Business - Tips and advice

  • What are the Gaz Métro's rates?

    A number of elements make up the Gaz Métro natural gas bill. The company does not make any profit from supplying natural gas, but rather from distributing it. To learn more, consult the section on Gaz Métro rates.

    Residential - Pricing
    Business - Pricing

  • Can I enroll for the fixed price supply service if I am already using a natural gas supplier other than Gaz Métro?

    Yes. However, enrolling in the supply service may involve suspending the contract you currently have with your supplier, which can result in a financial penalty. Make sure you take into consideration the full extent of any consequences before asking to enroll for the fixed price supply service.
  • If I have already signed, can I change my mind?

    Yes. Under the conditions of the fixed rate supply service, Gaz Métro will send you a written confirmation of the chosen supplier and the duration and price terms of the agreement. From the moment the written confirmation is mailed to you, you have a fifteen-day grace period to reconsider. Within that timeframe, you can therefore inform us in writing of your intention not to enroll in the service, and the agreement will then be cancelled at no charge. However, if you have signed a document other than the undertaking document, you may have contracted obligations towards the supplier which Gaz Métro cannot cancel. Please make sure to read and understand any documents before signing them. 
  • What are the eligibility criteria for this service?

    1. You must be a current Gaz Métro customer*.
    2. Have an annual consumption of natural gas that is higher than 7,500 m3 but less than 1,168,000 m3.
    3. If you now use the variable price supply service from Gaz Métro, you must have been a customer for at least 12 months. 

    * If you are not yet a Gaz Métro customer, but will be one shortly, you must respect the 60 days transmission delay before Gaz Métro supplies you with natural gas at your new address.

  • What happens if the supplier can not respect its commitment?

    It is important to point out that the fixed price can not be guaranteed by Gaz Métro. If your supplier is no longer in a position to respect its commitment, Gaz Métro will provide you with natural gas and bill you at the variable price.
  • What happens if I move?

    If you move, the agreement will be terminated without penalty from Gaz Métro, and you only have to pay for your last natural gas bill as you would have done normally. The agreement you entered into cannot be transferred to another address or to a new occupant that takes possession of your former dwelling. If you want to use natural gas at your new address, it will be up to you to decide to enroll in another fixed price supply agreement or not and to negotiate the terms with a natural gas supplier. You must inform your supplier of your decision to move. IMPORTANT: if your annual consumption is higher than 75,000 m3, your agreement with your supplier may include a minimum consumption to which you remain bound.
  • What steps do I take to receive this new fixed price service from Gaz Métro?

    1. First confirm that you are eligible for this service by verifying the eligibility criteria listed below.
    2. Choose a natural gas supplier other than Gaz Métro. The list of participating suppliers is available on our Web site or by mail upon request at the following address: 1717, rue du Havre, Montréal H2K 2X3.
    3. Sign an undertaking document with the supplier of your choice. This service offer is valid at anytime.
  • What is the purpose of the Gaz Métro undertaking document?

    The undertaking document is a standard form proposed to the Régie de l'énergie by Gaz Métro. It tells Gaz Métro which supplier you wish to purchase your natural gas from. The document also confirms the contracted price for natural gas and compressor fuel supply as well as the duration of the agreement you entered into with this supplier. Upon signing, the supplier will forward it to us. Once the undertaking document has been received, Gaz Métro purchases a quantity equivalent to your annual natural gas consumption from the supplier of your choice at the price you have agreed to and resells it to you at that same price. You will continue to receive a single monthly bill from Gaz Métro. This bill will include the price for natural gas supply and compressor fuel supply purchased from the supplier of your choice. IMPORTANT: The signed document must be sent at least 60 days before the beginning of fixed price natural gas deliveries. Fixed price supply service will always commence on the 1st day of the month following the 60 days prior notice.Therefore, be sure to begin the process early enough to allow Gaz Métro and the supplier to set the measures in motion to ensure your fixed price delivery when you want it.
  • What do I need to know to choose a natural gas supplier?

    Before choosing a natural gas supplier, find out the relevant information about the company. Inform yourself of the specifics of the agreement, such as: - Is the supplier asking you to enter into contractual obligations other than for the price and duration of the agreement? (Ex: Is he asking you to agree to a minimum volume of consumption?) - Are the standards for comparisons between prices equivalent? (Ex: Does the proposed price include the cost for compressor fuel?) - What are the conditions for terminating the agreement? (Ex: Does the supplier specify penalties for ending the agreement or moving?) For all intents and purposes, exercise as much caution as you would when signing any other contract.
  • What is the variable price supply service?

    The variable price supply service and compressor fuel are provided directly by Gaz Métro and billed according to a rate that varies on a monthly basis, to reflect fluctuations in market price. Gaz Métro does not make a profit on these two services. You are thus sure of paying the real market price.
  • What is the new fixed price supply service?

    The fixed price supply services is a new option offered by natural gas suppliers, allowing you to opt for a fixed price for natural gas supply service from a participating supplier of your choosing. This service allows you to anticipate your energy costs by fixing your price for a set period (on a 12-month multiple basis). Compressor fuel must be purchased from the same supplier as you choose for your natural gas. The supplier will therefore combine the cost of compressor fuel in the natural gas supply price agreement contracted with you.
  • Is there a fee for selecting the fixed price supply service?

    Gaz Métro will not bill any fees for the use of this service.
  • Does a natural gas supplier need a specific permit?

    No. For the time being, a Québec company operating as a natural gas reseller does not require a special permit to engage in this activity. However, under certain circumstances, such a company might be required to have a permit from the Office de la protection du consommateur. This is the case when a company makes itinerant sales to individual customers. Before entering into discussions with anyone, make sure that the person you are dealing with clearly identifies themselves. If the company soliciting you states that they hold a permit from the Office de la protection du consommateur, ask for proof of its validity.
  • Can Gaz Métro offer this natural gas fixed price supply service directly to its customers?

    No. Only natural gas suppliers are entitled to offer the fixed price supply service. Gaz Métro's role is to acquire natural gas for the chosen supplier at the chosen price and resell it to you, the consumer.
  • How do I choose between a fixed or a variable price for natural gas supply?

    You are entirely free to make your own choice between these two options. The choice between a fixed or variable price depends simply on your needs and objectives. If you are looking for a stable and predictable price, the new fixed price supply service will certainly meet your needs. By doing so, you are protecting yourself from possible fluctuations in the market cost of natural gas. If you choose not to opt for fixed price service, your natural gas will continue to be supplied by Gaz Métro. Moreover, the cost of supply billed to you will continue to vary monthly as it does currently.
  • What rules are suppliers bound by?

    All suppliers who participate in this service have agreed to respect the minimal commercial practices established by Gaz Métro. If you believe that a supplier has not respected its commitment to follow these guidelines, please contact Gaz Métro's customer service department at the phone number that appears on your bill.

  • Who can sign such an agreement?

    You can sign a fixed price supply agreement whether you rent or own a property. You simply need to be the person directly responsible for paying for gas supplied by Gaz Métro.
  • What happens at the end of the period covered by the fixed price agreement?

    To enroll again into the fixed price supply service, you must undertake the same steps as the first time and transmit the document at least 60 days before the end of your current agreement. Conversely, you can also choose to return to Gaz Métro's variable price supply service. If you choose to return to the variable price supply service, it is important to know that you must use the variable price supply service for at least 12 months before once again having the opportunity to enroll in a new fixed price service agreement. IMPORTANT: you will automatically revert to the variable supply service, if you do not take the necessary steps.
  • How do I change my address?

    Let us know that you are moving by filling out the change of address form. It is important for you and for us. As opposed to several other companies, Gaz Métro does not charge any file front-end fees or shutdown costs to clients who move or sign up.

    Moving Out     New Customer

  • Is the Gaz Métro bill available on-line?

    With the Cyberaccount, you can consult your file, your consumption history, as well as the state of your account over the past 30 months. You can request to stop receiving your bill in paper format and choose the payment option that best suits you. The Cyberaccount also allows you to pay your bills on-line, be it through the site of your financial institution or by epost.

    log in     sign up

  • What are your payment options?

    Rather than paying different quantities depending on the amount of natural gas that you consume, balance your natural gas consumption budget for a whole year with the Equal Payment Plan (EPP). The Pre-authorized Payments Plan (PAPP) is also offered and ensures you that your bill will be paid on time, directly from your account at your financial institution.  To select your payment options, visit Cyberaccount.

    Login     Sign up

  • How do I contact a business market representative?

    Gaz Métro representatives have assigned regions. With the help of the following search engine, you can find the commercial, industrial, and institutional representative in your area.

    Find a representative

  • What should I do before excavating?

    Before starting any work that calls for digging, be it to install a pool, fence or patio, you or your contractor must contact Info-Excavation : Online Locate Request with Info-ex or 1 800 663-9228It's free!

    Learn more

  • What do I do in the event of a leak?

    Avoid flames and sparks. Do not smoke. Do not turn on any appliance near the leak, not even a cell phone or a light switch – static electricity could produce a spark.

    Leave the building immediately or move well away from the leak. if you are already outdoors.Without delaying your exit, on your way out, you could open doors and windows (or leave them open) to ensure maximum ventilation.

    Call 9-1-1. If this service is not available in your region, call 1 800 361-8003.
  • Is natural gas safe?

    Natural gas is one of the safest sources of energy there is. In Québec, nearly 200,000 customers, including a high percentage of schools, hospitals, businesses and large companies, use it every day.
  • Where does natural gas come from?

    The natural gas consumed in Québec is purchased from two gas hubs: Empress, in Alberta, and Dawn, in Ontario. These hubs in turn are supplied by production basins located in Canada and the United States: Western Canada Sedimentary Basin (WCSB); U.S. Rockies; Mid-Continent; Marcellus; and Gulf of Mexico. A small quantity of natural gas originates from Québec and is produced by means of residual waste reclamation (biomethane).
  • What is natural gas composed of?

    Natural gas is the cleanest of all fossil sources of energy. It emits less CO2

    , fewer pollutants and fine particles, all responsible for smog, acid rain and global warming. The composition of natural gas is 95% methane, almost 4% ethane and nitrogen, and 1% carbon dioxide and propane. It is produced by the natural transformation of organic materials over millions of years.  To learn more:

  • Does natural gas harm the environment?

    Natural gas is the cleanest fossil fuel. When burned, it produces less pollution than petrolium, oil or carbon. Moreover, natural gas does not contain sulfur, a prime culprit in the acid rain dilemma.
  • What is the difference between natural gas and propane gas?

    Natural gas is lighter than air and therefore does not accumulate on the ground like propane gas, making it a much safer source of energy. Furthermore, natural gas is supplied to clients by way of an underground distribution grid. Conversely, propane gas is stored in carboys that must be replenished.
  • Is natural gas toxic?

    Natural gas is a safe, non-toxic source of energy. Medical research has shown that the human being can breathe air with a natural gas concentration of 25% without there being harmful effects. It is the lack of oxygen in the air, and not the natural gas, that may cause illness.