The comments, suggestions and complaints made by citizens are very important to us, since they help us to improve our service quality.

If the service you received 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 resolved in this way.

If you do not know who to contact, please ask Customer Services.

If, after taking these steps, you still feel you were unfairly treated by a decision or omission on the part of the MERN, you may contact the Office of the Complaints Manager, in writing or by telephone.

Office of the Complaints Manager

The Office of the Complaints Manager offers you an additional recourse to a neutral, impartial authority in cases where you feel your needs were not adequately addressed by one of the MERN’s administrative units

Submitting a Complaint

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 Complaints Manager.

If your complaint or request involves other Government departments, agencies or bodies, we recommend that you approach them individually.

What Happens Next

If you submitted your complaint in writing, an acknowledgement will be sent within three days of receiving your complaint.

When your case is processed, someone from the Office of the Complaints Manager may contact you for additional information or documentation.

The Complaints Manager’s final response will be sent to you in writing, within 20 days or less of the date on which your complaint was received. You will also be given a clear explanation of the reasons for the decision.

To Contact the Office of the Complaints Manager

Diane Barry
Complaints Manager
Bureau de la sous-ministre et Secrétariat général
Ministère de l’Énergie et des Ressources naturelles
5700, 4e Avenue Ouest, Suite A 301
Québec City (Québec) G1H 6R1
Telephone: 418 627-6370
Toll-free: 1 866 364-7018
Fax: 418 643-1443
E-mail: bureau.plaintes@mern.gouv.qc.ca

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 This hyperlink will open in a new window..