Complaint Management

Important notice

We want to inform our clients that due to a computer problem, the complaints sent through our complaint form between January 19 and February 7, 2021, have not been received nor processed by our team. We apologize for the inconvenience.

With the situation now resolved, clients who wish to do so can fill out the complaint form again.

If you have any questions, you can call our customer service at 1-866-266-0008 or send an email to

In order to keep improving our programs and services, our teams highly value comments, suggestions and complaints from citizens.

Therefore, if you are not satisfied with the quality of the services you have received, we recommend that you follow these steps:

Recommended steps

Step 1

It is important that you contact our program teams first to try and find a solution to any problem. Most issues can be resolved through this initial contact.

Thus, we invite you to provide us with your comments or dissatisfaction regarding the quality of the services by writing to us.

Comment form

Step 2

If you are not satisfied after completing this first step, you may file a complaint with the management of the Secteur de la transition énergétique. Please use the following form.

Please note that a 20-business-day time period applies for handling complaints.

Complaint Form

Step 3

If, despite the intervention of the management, you still feel aggrieved by a decision or omission of the Secteur de la transition énergétique, you may submit a complaint, for second instance, to the Office of the Complaints Manager of the ministère de l’Énergie et des Ressources naturelles.

Please note that a 20-business-day time period also applies to the processing of these complaints.

Processing of your complaint

Following the submission of your complaint form to the Secteur de la transition énergétique, an acknowledgement of receipt will be sent to you within three business days by our designated respondent.

During the processing of your file, we may contact you for additional information or documentation. Each complaint is fully audited to ensure compliance of the decisions made regarding your file.

A response from us will be provided to you in writing, within 20 business days or less, following receipt of your complaint, in accordance with the complaints policy of the ministère de l'Énergie et des Ressources naturelles. It will explain the reasons for the decision. 

For contract management complaints

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