YOU HAVE A COMPLAINT?
One of Gazifère’s core values is to maintain quality relationships with its customers. However, despite our best efforts, you may still be unsatisfied with our services. The following steps explain how to express your comments or to lodge a complaint:
Call our Customer Service Department at 819-771-8321. We will take note of your comments or complaint and try to resolve the situation.
If you are not satisfied with the response that you receive, you may submit your complaint in writing to our 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 may request a review of your complaint by the Régie de l’énergie within 30 days. Your written request for a 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 these documents to:
Régie de l’énergie
P.O. Box 001
800 Victoria Place
2nd Floor, suite 255
Montréal (Québec) H4Z 1A2
If upon reviewing your complaint the Régie de l’énergie finds that it was justified, the $30 charge will be refunded.