How to Submit a Complaint
The comments, suggestions and complaints we receive
from citizens are very important to us, since they help us to improve
our service quality.
If the service you received from the Department
did not meet your expectations, we invite you to
inform the person with whom you dealt, in order to find a satisfactory
solution. Most problems can be solved in this way.
If you do not know whom
to contact, get in touch with the Service
à la clientèle.
If, after taking these steps, you still feel you
have been unfairly treated by a decision or omission on the part
of the Department, you may contact the Office of the Complaints
Manager, by telephone or in writing.
The Office of the Complaints Manager
The Office of the Complaints Manager offers you
an additional recourse involving a neutral,
impartial authority in cases where you feel your needs
were not adequately addressed by one of the Department’s administrative
To enable the Office of the Complaints Manager
to process your case, we ask you to provide the following information:
- Your name, address and telephone number;
- A detailed description of the situation;
- The outcome of your approach to the administrative unit in
question, up to the time of your complaint;
- Your expectations in requesting a review by the Office of the
What Happens Next
If you contacted the Complaints Manager in writing, an acknowledgement
of receipt will be sent within five days of receipt of your complaint.
When your case is processed, someone from the Office of the Complaints
Manager may contact you for further information or documentation.
The Complaints Manager’s final response will be sent to you
in writing, along with a clear explanation of the reasons for the
To Contact the Office of the Complaints Manager:
Direction de l'accès à l'information, des plaintes et des relations internationales
Ministère de l'Énergie et des Ressources naturelles
5700, 4e Avenue Ouest, bureau
Québec (Québec) G1H 6R1
Tél.: 418 627-6370
Toll free: 1 866 364-7018
Fax: 418 643-1443
If, after this process, you still feel you have
been treated unfairly, or if you believe the final decision is unjust,
you may contact the Ombudsman