One of Gazifère’s core values is to maintain quality relationships with its customers. However, despite our best efforts, you may still not be satisfied with our services. Following the steps described in this leaflet will make it easy for you to express your comments or to lodge a complaint:
Call our Customer Service Department at 819-771-8321 or come to our offices located at 706, boulevard Gréber, Gatineau (Québec) J8V 3P8. We will take note of your comments or complaint and try to resolve the situation.
If you are not satisfied with the response received, submit your complaint in writing to the Communications Representative. If necessary, a clerk can help you prepare your complaint. The Communications Representative will inform you in writing of Gazifère’s decision within a maximum of 60 days following the receipt of your written complaint.
If you have received a service interruption notice or if your service has already been interrupted, you may lodge either a verbal or written complaint with the Communications Representative and you will receive a written response within 48 hours.
Should you disagree with Gazifère’s decision, you will have 30 days to request a review of your complaint by the Régie de l’énergie. Your written request for review must explain the reasons for your disagreement and include a copy of Gazifère’s decision as well as a cheque or money order for $30 payable to the Régie de l’énergie. Send the documents to:
Régie de l’énergie
Le secrétaire
Case postale 001
800, place Victoria
2e étage, bureau 255
Montréal (Québec) H4Z 1A2
If, having reviewed your complaint, the Régie de l’énergie finds that it is justified, the $30 charge will be refunded.
