Netiquette

Hilo is an affiliate of Hydro‑Québec. The goal of Hilo’s presence on social media and other digital discussion platforms is to create a space in which lively, enriching conversations about the company’s offers, products and services; its latest news; and certain issues related to, amongst other things, energy efficiency, home automation, the environment and energy can take place.

Users conversing on other subjects will be directed to a more appropriate resource.

Comments about Hilo are important to us and are appreciated. Hilo encourages discussion amongst all users who are interested in the company’s activities.

In order to further this goal and ensure dialogue remains cordial, certain rules will be applied:

Identity

Hilo’s presence on social media and other discussion platforms is not anonymous. Users who would like to use these platforms to interact with the company are required to identify themselves. Hilo reserves the right to refuse to publish a comment or respond to a question if there exists some doubt as to the identity of the author.

Assuming the identity of a blogger, writer, moderator or any other individual will not be tolerated.

Code of conduct

Content published by Hilo on social media and other digital discussion platforms is accessible to everyone.

Hilo will not accept the publication of content deemed inappropriate, obscene, offensive, defamatory, threatening, abusive, illegal or irrelevant and reserves the right to delete such content at its complete discretion and without notice.

Hilo expresses its disagreement with other opinions in a respectful fashion and expects users to refrain from any personal attacks, inflammatory language or altercations with other community members. Hilo reserves the right to delete any comment it deems discriminatory and to ban any user who engages in such activity.

As a company offering products and services in a competitive marketplace, Hilo encourages constructive conversations about products and services offered by its competitors, but will not accept repeated or abusive attempts from anyone who aims to tarnish the reputation of Hilo or its products and services. In such a case, Hilo reserves the right to delete such content.

According to the norms of the Internet, all-upper-case (or “all-cap”) text is regarded as “shouting” and can be interpreted as aggression, which is disagreeable for other users. Any message containing words in all caps (except for acronyms and initials) may be rejected for publication.

Hilo will correct any imprecise or misleading information about itself, the energy sector, home automation, the environment and energy in general as quickly as possible.

Hilo reserves the right to change this netiquette or shut down any of its social media accounts or digital discussion platforms.

Content

The content published by Hilo on social media or other digital discussion platforms relates to the company’s offers, products and services; its latest news; and certain issues related to, amongst other things, energy efficiency, home automation, the environment and energy in general. Off-topic comments could become the subject of future discussions, but may in the meantime be moved or deleted without notice if Hilo deems them to be interfering with the conversation currently underway.

Hilo answers questions, when they appear, as quickly as possible.

Hilo offers products and services related to the intelligent management of energy use. It offers support services to various clientele (residential and business) for the integration of home automation, various technologies for managing energy use, and receiving cash rewards. Conversations that exclusively concern Hydro-Québec, the energy supplier, must be undertaken on Hydro-Québec’s social media channels.

Hilo does not edit comments or questions, but may moderate them. When comments or questions from users are published, they will appear in their entirety. On some platforms, it might not be possible for users to delete their messages once they have been published, which means it is important for users to think carefully about their content and the consequences of their publication.

Hilo will remove comments relating to potential, pending or ongoing litigation.

You may include a hyperlink in a comment so long as it links to a site or article directly related to the subject of the conversation. It is not possible to publish a comment containing more than two hyperlinks, to avoid abuse.

Repetitively sending the same message discourages discussion and will not be tolerated.

Similarly, posting the same comment more than once, which is considered spamming, will not be tolerated.

Advertising, calls for demonstrations and solicitation are prohibited.

Language use

The principal language of Hilo’s platforms is French. The company provides English platforms for its anglophone users. However, Hilo will respond to questions in conformance with the provisions of the Charter of the French Language (CQLR c C-11).

Protection of personal information

As a private organization, Hilo is subject to the obligations outlined in the Act Respecting the Protection of Personal Information in the Private Sector (CQLR c P-39.1).

Authenticity of information

Users must ensure that the content they post is authentic and does not contravene the property or confidentiality rights nor any other right belonging to a third party.

Publication

By publishing content on a Hilo platform, users grant the company permission and the free and unrestricted right to use and broadcast their content for any purpose whatsoever.

By writing on a social media and/or digital platform dedicated to discussion, users understand that their comments are being published on the web for an indefinite period and are indexed by Internet search engines.

Customer service

For any problem or question related to the services offered by Hilo to its customers, we suggest that users consult online Help Center or our frequently asked questions or communicate with Hilo customer service:

Report abuse

Users can report abuse or offensive conduct on social media or a digital discussion platform by writing to: serviceclient@hiloenergie.com