Gaz Métro fully considers the interests and expectations of its customers and aims to be an avant-garde company in the energy field.
We wish to offer you the best possible service and listening to what you have to say is one of the ways to achieve that goal. Your comments and complaints will be studied carefully, so do not hesitate to let us know what you think about our services. To submit a comment, please fill the form.
Your comments on our activities should first be reported to the Gaz Métro Customer Service Department. Our representatives solve most problems at this step; have in hand all available information (supporting documents, account number, dates, names, etc.) and express your request clearly.
If you are not satisfied with the answer you received from our Customer Service Department, you may send a complaint to Gaz Métro Complaints Coordinator.
a) the application of Conditions of Service and Tariff or a condition for the transmission, supply or storage of natural gas, the Office of the Complaints Coordinator will advise you in writing of its decision and the justification for that decision within 60 days following the date your complaint was received.
b) the advance notice of service interruption or the interruption of service due to failure of payment of an account, you may submit your complaint verbally or in writing to the Office of the Complaints Coordinator, which will inform you of its decision in writing writing within 48 hours following the receipt of your complaint.
If your complaint is about one of these two situations (A or B) and you are not satisfied with the decision of the Office of the Complaints Coordinator, you may proceed to step 3.
If you do not agree with the decision of the Office of the Complaints Coordinator (situation 2A or 2B), you may ask the Régie de l’énergie to examine that decision. Simply submit your complaint to the Régie, along with the decision from the Office of the Complaints Coordinator, within 30 days following the date its decision was conveyed to you. Please note that the Régie charges a $30 fee for opening a file.If you do not agree with the decision of the Office of the Complaints Coordinator regarding (situation 2A or 2B) above, you may ask the Régie de l'énergie to examine that decision. Simply submit your complaint to the Régie, along with the decision from the Office of the Complaints Coordinator, within 30 days following the date its decision was conveyed to you. The Régie charges a $30 fee for opening a file.
Under the Act respecting the Régie de l’énergie*, Gaz Métro has a period of 60 days, or in the case of an interruption of service, 48 hours, to respond to your complaint. If it does not respond to your complaint within the time limit, Gaz Métro is deemed to have forwarded you a negative decision on the day of expiry of that time limit. If you disagree with the
decision, you may file your complaint with the Régie de l’énergie within 30 days from the date of transmission of the decision (or, if applicable, as of the date on which this decision is deemed to have been forwarded).
The Régie de l’énergie may accept to examine your complaint if it is submitted after the 30-day time limit:
The Régie de l’énergie may also refuse to examine, or cease its examination of your complaint if it has good reason to believe that it is unfounded, vexatious, or in bad faith, or if it judges that its intervention would serve no useful purpose or, still, if more than one year has elapsed since you became aware of the facts on which the complaint is based unless the delay is justified by exceptional circumstances.
* This leaflet has been prepared for the convenience of our customers and is not the official version of Decision D-98-25 from the Régie de l’énergie, Appendix M, on the Procédure d’examen des plaintes adressées par les consommateurs à Société en commandite Gaz Métro concernant l’application d’un tarif ou d’une condition de transport, de fourniture ou d’emmagasinage du gaz naturel. For an interpretation and the application of the law and its decision, you can read this decision on the Régie de l’énergie website. Gaz Métro will send you a copy of the decision.
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