Important message to our customers affected by the floods

In the unfortunate event of flooding, know that our teams are currently deployed onsite and that you have our full support.

In the case of an evacuation

If you must leave your home, we recommend shutting off the natural gas supply as a safety measure. To do so, close the red connection valve outside. We invite you to consult the following procedure: Security procedure in case of flood (PDF).

Our teams are also available at all times to provide you with the necessary technical support.

Resumption of services
If your natural gas appliances or connection have been turned off, it is important that you not attempt to turn them back on by yourself to get your supply back. Doing so could damage them, and even render them unusable.

If your appliances were not in contact with water and were not damaged, please contact Customer Service at the number indicated below; a Gaz Métro technician will come to reactivate your connection and restore supply to your natural gas appliances, at no charge.

If your appliances were in contact with water, an authorized natural gas contractor needs to check their condition and perform the required repairs to ensure they are safe to use. Following an authorized contractor’s visit, a Gaz Métro technician will reactivate your connection and restore supply to your natural gas appliances, at no charge.

If you already have a certified partner who can perform the verifications, we invite you to contact him. Otherwise, you can consult the list of our certified partners who are dedicated to the flooded areas here: Authorized Partners dedicated to the flooded areas (PDF)

A complete list of our authorized contractors can also be found on our website to check the condition of your equipment: Gaz Métro Authorized Partners

Please note that you need to be present during our visit in order for us to restart your appliances. Please contact our Customer Service at 1 800 361-4568 or 514 598-3222 to schedule an appointment. We will do our best to restore your natural gas supply in a timely manner.

Prevention basics

While natural gas is one of the safest and cleanest energy sources, it is nevertheless important to follow the basic rules of prevention, maintenance and installation for natural gas equipment.

How to recognize a natural gas leak ? By its smell. Natural gas is odourless. A very smelly substance is added so leaks can be detected. This substance, called mercaptan, gives off a strong smell of rotten eggs.

What to do?

  1. 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.
  2. 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.
  3. Call 9-1-1. If this service is not available in your region, call 1 800 361-8003.

Carbon monoxide (CO) is an odourless and colourless gas. It is produced in small quantities by gasoline engines and other appliances that burn fuel with only partial or incomplete combustion. If CO accumulates due to appliances not being well-maintained, or if they are not working properly, it could cause serious health problems, even death. However, a natural gas appliance that is well calibrated is just as safe as a standard-compliance electrical appliance.

Symptoms of CO poisoning

The symptoms are headache, nausea, dizziness, vomiting.

What to do?

Leave the building immediately. If someone is sick or unable to move, carry her or him outside. In all cases of illness, contact emergency medical services by dialing 911. Before re-entering the home, air out all the rooms and determine the cause of the carbon monoxide presence.

How to prevent poisoning?

  • Have your natural gas appliances regularly and carefully maintained. Maintenance must be performed by a qualified technician with practical knowledge of the operation, installation and disposal of combustion appliances.
  • Install a carbon monoxide detector that meets CSA 6.19 or UL 2034 standards, available in large department stores. Just like a smoke detector, it will alert you if the amount of carbon monoxide exceeds a predetermined threshold. It is not mandatory but recommended by the Régie du bâtiment, the CSST and the fire services.
  • Make sure that your exhaust vents and chimneys are working properly, and that the air intake and exhaust vents are cleared of snow in the winter.

What to do?

Leave the building immediately.  Contact medical services by calling 9-1-1. Make sure that the source of the carbon monoxide has been determined before returning to the building.

How to prevent poisoning

  • Have your natural gas appliances regularly and carefully maintained.
  • Install a carbon monoxide detector that meets CSA 6.19 or UL 2034 standards.
  • Make sure that your exhaust vents and chimneys are working properly, and that the air intake and exhaust vents are cleared of snow in the winter.

The exterior natural gas installations (connection, meter, air intake and exhaust pipe) must be accessible at all times. The connection must therefore be kept clear of any snow or ice accumulation.  This situation could lead to the interruption of the natural gas supply or a substandard appliance performance.

Snow or ice removal procedure (PDF)

As with every other energy sources, the regular maintenance of natural gas appliances by certified professionals is essential. An appliance that complies with safety standards and is well calibrated is totally safe.

  • The natural gas flame should be blue. Blue indicates that you appliances are performing optimally. However, it is normal that the flame in your gas fireplace has yellow tints.
  • Maintain the appliance's air intake and exhaust vents, making sure that nothing is blocking the ventilation or the exhaust of combustion gases.
  • Poorly maintained appliances may give off carbon monoxide (CO) which can have harmful effects on you health. Please have a CO detector and avoid serious problems.
  • Regular maintenance of natural gas appliances by certified professionals is essential, as for any appliance, regardless of the energy source. To ensure that your appliances are working properly, have them inspected by experts annually. Make sure that you contract with a company that is licenced by the Régie du bâtiment du Québec (RBQ) and a member of the Corporation of Master Pipe-Mechanics of Québec (CMMTQ). Technicians and plumbers working on natural gas appliances must hold a certificate of qualification in natural gas equipment issued by Emploi-Québec. Gaz Métro Authorized Partners (GMAPs) and Gaz Métro Plus have these qualifications and offer maintenance programs.
  • For more information, read the maintenance tips and advice.

Did you know that three-quarters of the breaks to underground pipes are caused by the clumsiness or negligence of the people digging? Around your building, there may be essential underground systems like these that you and your neighbours rely on: gas lines, power lines, television cables.

What to do before you dig?

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 1 800 663-9228. It's free!

You have appointed a contractor to do the work? Ask him if he has made the necessary checks. Every broken pipe means that the fire department and Gaz Métro's emergency service are called to intervene.

For more information and to know what you need to take into account when planning and carrying out your work, read:
Guidelines for working near natural gas pipelines
Directive - Demande d'autorisation de travaux dans emprise conduite transmission (PDF) - in French

The natural gas industry has been using trenchless technology for years to install its underground infrastructures. While this approach saves time, is cost-effective and has little impact on the environment, some natural gas lines installed using this technique may have inadvertently intersected with a sewer service line.

What to do?

Some cases therefore call for being extra vigilant. If you try to clear a blocked sewer service line using mechanical tools or a high-pressure water jet, you could inadvertently damage a natural gas line. This could cause a gas leak, creating a potentially dangerous situation.

  • Call Info-Excavation at 1 800 663-9228 and select the emergency option.
  • If Info-Excavation can confirm that there is no interference between the natural gas and sewer service lines, you will be given verbal authorization and a file number indicating you can proceed.
  • If there are natural gas lines, a crew will be sent to the site to locate the natural gas and the sewer service lines.
  • If a natural gas line does interfere with the blocked sewer service line, the situation will be corrected immediately and a document will be issued subsequently, allowing you to proceed with the work.

Place a locate request
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Emergency locates
Greater Montréal 514 286-9228
Elsewhere in Québec (free of charge) 1 800 663-9228

In the event of a break in a natural gas pipeline or any other component of the natural gas distribution system:

  1. Stop work immediately;
  2. Avoid contact with any sources of flame or spark, including light switches and telephones;
  3. Move quickly away from the source of the leak and leave the building;
  4. Call 9-1-1 once you are in a safe location;
  5. Wait for the professionals to confirm that it is safe before re-entering the building.