Frequently asked questions

Call 911 when you feel the situation threatens public security or someone’s personal safety. The appropriate authorities and Hydro-Québec will be notified at the same time and assistance will be dispatched.

These are the most frequent situations in which it is best to call 911:

• Broken power lines
• Power lines within reaching distance
• Transformer or pole on fire
• Traffic accident

NEVER APPROACH A POWER LINE — ALWAYS ASSUME IT’S LIVE. IT’S A MATTER OF LIFE AND DEATH!

Call customer services when you notice our equipment appears to be hazardous or damaged.

To reach us:

• Montréal: 514 385-7252
• Elsewhere: 1 888 385-7252

Weekdays from 8 a.m. to 8:30 p.m.

Weekends from 9 a.m. to 5 p.m.

The information you provide is important. It lets us fix problems—say, a pole that looks like it’s about to fall down.

You can also call us to prevent a problem if, for example, you notice tree branches touching power lines.

• Report a potential hazard involving vegetation near power lines

Your area may not be slated for maintenance or field inspections soon, so that is why it’s important to let us know.

No. When you call 1 800 790-2424 and give your service address, if the outage has already been reported, the system will tell you when you can expect your service to be restored.

You will be given the option of speaking to a representative if you want to provide additional information.

If a situation poses a threat to personal safety or public security (such as a pole fire or lines down), call 911 right away.

Never touch or try to move a power line, even with a stick or other object. Keep at least ten metres away from the power line and call 911.

Always assume that the lines are live and always stay at least ten metres away. If you see that a line is down, call 911 right away.

No, under no circumstances. Only people accredited by Hydro-Québec are authorized to carry out work on the Hydro-Québec system or on your meter.

No. When you call 1 800 790-2424 and give your service address, if the outage has already been reported, the system will tell you when you can expect your service to be restored.

You will be given the option of speaking to a representative if you want to provide additional information.

If a situation poses a threat to personal safety or public security (such as a pole fire or lines down), call 911 right away.

A power outage is unplanned. A planned service interruption is intentionally scheduled for a set period of time to ensure both worker and public safety and to enable system maintenance or respond to a specific customer need (renovation, building construction, maintenance, etc.).

In order to keep service interruptions as short as possible, Hydro-Québec plans all work very carefully. Whenever possible, we use live-line methods to avoid inconveniencing customers.

Customers are notified in advance of such interruptions so they can make the necessary arrangements. We use an automated telephone system. If we can’t reach you on the first call, we’ll call back several times. If you have voice mail, we’ll leave a message with the date, time and duration of the interruption.
Votre numéro de téléphone est-il à jour ? Avant de couper le courant pour entretenir le réseau, nous vous appelons. Vous devez toutefois vous assurez que votre numéro de téléphone soit à jour dans votre Espace client.

Bad weather is the most frequent cause of power outages. Storms, snow, freezing rain and winds are some of the main causes.

Violent summer storms sometimes come up quickly and unexpectedly. They can seriously damage the power system and even cause outages.

Occasionally, outages may be caused by animals in contact with our installations, car accidents that damage our equipment, and other factors, often resulting from human activities.

Today, the effects of climate change are being felt more often and more intensely. They are among the causes of power outages on our system.

Each year, Hydro-Québec invests in projects with a view to preventing outages and reducing their duration. Here is an overview of our initiatives.

• Vegetation control
  We have an ongoing program of preventive tree pruning above and near power lines.
• System maintenance
  In recent years, we have significantly reinforced the power system to make it less sensitive to weather conditions.
  We have a rigorous line and equipment inspection and maintenance program designed to ensure the system is reliable throughout the year.
• Technological innovation
  Each year, in an effort to reduce the duration of certain types of outages, we install automated equipment on the distribution system to allow us to perform operations remotely and avoid the need to dispatch a crew.
  In addition, with next-generation meters, Hydro-Québec is automatically informed of outages, so customers don’t need to report them.
• Lightning protection
  Surge arresters on the power system limit lightning damage.
• Preventive mechanisms
  Special equipment guards against animals and birds that are likely to cause outages.

A crew sometimes has to wait for instructions from the operating centre before it is safe for them to start work. Or sometimes its work has to be coordinated with that of other crews.

The crew may have had to check or repair equipment farther up or down the line, or it may have been called to an emergency, such as downed lines.

Although we make every effort to restore power as quickly as possible, it can sometimes be difficult to know the exact time when power will return. The times reported are estimates that can vary for the following reasons:

1. They are initially calculated based on the average restoration time for similar outages.
2. Once the cause of the outage is established, service restoration times are adjusted based on our crews’ work progress.
3. For major outages (caused by adverse weather conditions affecting several regions in Québec), we cannot estimate restoration times for the following reasons:
   • The unpredictable nature of weather conditions can cause more outages in a short timeframe. For example, in 30 minutes, the number of outages can go from 10 to 50.
   • The time required to evaluate and resolve the outage.
   • When fieldwork crews are redispatched to another location, service restoration estimates can be affected. For example, crews working on residential outages (private homes) can be moved to large-scale emergency outages affecting basic public services, such as hospitals or pumping stations.

   In such circumstances, we remove the service restoration estimate until we have a better evaluation of the situation.

If you are using our mobile app, you can sign up for alerts. This way, you will be informed if the anticipated service restoration time changes, and when service is restored. Terms of use for Hydro-Québec’s mobile application

There are a number of possible explanations.

The system may have been overloaded because many appliances were left on during the outage. Even if repairs have been completed, it’s possible that an equipment outage somewhere else has led to a loss of power on your line. It’s also possible that a repaired line segment needed to be de-energized so another section of the line could be repaired safely.

No. You should contact a private supplier or, in an emergency, your municipality. Hydro-Québec may occasionally use industrial generators for the needs of the power system to speed up service restoration.

No. But since you don’t use any electricity during an outage, no consumption will be charged for that period.