Complaint Management

A complaint is the verbal or written comment of a citizen who feels he or she has been harmed or has suffered a loss or disadvantage following an event, situation, action or omission in connection to the products or services of our organization.

If a service does not meet your expectations, you are invited to first let us know about your comments about the quality of our services by using the Comment form.

If this does not resolve the problem or you feel that you are still adversely affected by a decision or an oversight by TEQ, please contact our Complaint Management Office. 

Complaint Management Office

The Complaint Management Office offers an additional recourse with a neutral and impartial body to citizens who believe that their complaint was not handled correctly by one or more TEQ administrative units.

To simplify the processing of your complaint, you must provide the following items:

  • your name, address and telephone number;
  • a detailed description of the situation;
  • the outcome of your efforts with the administrative unit concerned before you filed your complaint;
  • your expectations for the review request submitted to the Complaint Management Office.

If your complaint or request involves other departments, agencies or bodies, we recommend that you send your related e-mails individually to each addressee, rather than to multiple addressees.

Processing your complaint

When you submit a written complaint, you will be sent an acknowledgement of receipt within three business days of the receipt of your complaint.

While your complaint is being processed, someone from the Complaint Management Office may contact you to obtain other information or additional documents.

The final answer of the complaint management officer will be sent to you in writing within 20 or fewer business days of the receipt of your complaint. He or she will explain the reasons for the decision that was rendered.

How to contact the Complaint Management Office

Transition énergétique Québec

1300, rue du Blizzard, bureau 200
Québec (Québec) G2K 0G9

Phone: 418 627-8607
Fax: 418 643-5828

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