FAQ

Propane can be extracted from natural gas or refined from crude oil. It is a colourless, odourless, non-toxic gas that is heavier than air. It is clean and versatile.

Propane is a versatile fuel used primarily as a source of alternative heating. It is also used for residential stoves, refrigerators and water heaters. Propane is efficient, environmentally friendly, economical and safe.

Several tank sizes are available for residential and commercial use. Harnois Énergies is committed to providing its customers with the tank size that best suits their needs, based on their consumption.

The standards for the location and installation of a propane tank are managed by the Régie du bâtiment du Québec (RBQ). These standards are created to ensure the safety of users and stakeholders. Only holders of a permit (certification of qualification) issued by the Ministère du Travail, de l’Emploi et de la Solidarité sociale are authorized to fill propane tanks, regardless of their capacity. In addition, Harnois Énergies also has an installation and delivery charter to respect. For more details, you can consult the Canadian Standards Association to view the regulations.

To ensure compliance of the installations, Harnois Énergies recommends that you contact your general contractor.

Consumption varies according to the appliance’s capacity, as expressed in BTUs.

Most propane appliances are equipped with a device called a pilot. Before operating the appliance, this device must be lit.

In order to detect the smell of propane, an artificial additive has been added to the odourless gas. The smell is similar to rotten eggs (methyl mercaptan). For safety reasons, the first step is to leave the building. Afterwards, it is necessary to check the level of the tank.

• Is the tank empty? The smell is normal and indicates that a propane delivery is required. In this case, there is no leak. As a safety precaution, turn the tank valve clockwise and contact Harnois Énergies immediately to schedule a delivery.
• Is there still gas in the tank? As a safety precaution, turn the tank valve clockwise and contact Harnois Énergies as soon as possible for emergency technical service. Do not use the appliance until the technician has given his approval.

Important: If there is a propane gas leak, do not use any power source, whether electric or battery operated.

Ventilation of the building is required to remove the odour, regardless of the situations listed above.

In order to detect the smell of propane, an artificial additive has been added to the odourless gas. The smell is similar to rotten eggs (methyl mercaptan). If this smell is detected, it may indicate a leak.

As a safety precaution, the first step is to open windows and doors to ventilate the rooms. Then, leave the building and make sure to close the valve on the tank to avoid any spread. Next, contact Harnois Énergies immediately so that a technician can assess the situation and remedy the problem quickly.
It should be noted that a low propane level in the tank can also be the cause of a faint smell of rotten eggs. In this case, a product delivery is required.

The smell of propane gas should not be taken lightly. It could indicate a dangerous situation. If the smell is present in the building, the following steps should be taken immediately:

• make sure all people exit the building, and extinguish any smoking materials or open flames;
• avoid handling anything that requires electrical or battery power ;
• locate propane equipment, and turn off the supply (meter, tank or bottle and appliance);
• contact the fire department or 911 immediately;
• do not return to the building until the area has been secured;
• contact Harnois Énergies to have a technician dispatched to remedy the situation and turn on the appliance once it is repaired.

Either of the following methods can be used to check the propane level in the tank:

• check the indicator dial (gauge) by lifting the red cover on the tank;
• the Otodata reader (telemetry) is an excellent way to monitor propane levels in real time from the comfort of your home using your cell phone. You must request it from the Customer Service department.

Yes, according to CSA Group or Canadian Standards Association regulations, propane tanks should not be filled to more than 80% of their capacity, in order to allow the gas to expand.

Yes, you must turn off the power supply to the appliance in an emergency, even before the emergency services arrive on the scene.

Before undertaking any landscaping work, it is necessary to contact Harnois Énergies to ensure that there are no underground pipelines supplying the building.

During a flood

Whether full or not, a propane tank will float in water. We recommend that you secure your tank to a stationary object. Turn off the gas supply to your propane tank for both propane and electric appliances. Contact Harnois Énergies to evaluate the possibility of temporarily removing the propane tank.

After a flood

Do not turn on the propane or electricity supply until the water has drained, Harnois Énergies has been contacted and the equipment has been inspected.

In order to ensure proper operation of the equipment and adequate service, it is advisable to remove snow from the tank and access to it at all times. Snow does not act as an insulator and could prematurely deteriorate the equipment.

In order to facilitate the work of delivery personnel and technicians, it is recommended to clear the area around the tank by cutting down trees and shrubs that could impede access to the tank.

Harnois Énergies requires its customers to sign an equipment rental agreement (contract) in order to open an account and thus ensure the accuracy of the information provided and protect the customer. When the account is opened, a credit check will be performed to establish a credit limit that meets the needs and financial capacity of the customer.

To become a Harnois Énergies customer, we recommend filling out the account request form provided for this purpose. You can also contact a Customer Service agent at 1-800-363-2712, ext. 5959, for more details.

Since the equipment remains the property of Harnois Énergies, you must contact us without delay in order to transfer the equipment and close any outstanding bills.

The terms of the transaction must first be settled with a notary. You must then contact Harnois Énergies as soon as possible. No credits can be issued.

You can pay your invoices according to the method that is most convenient among the following:

• through your financial institution (bank transfer);
• by pre-authorized payments on a credit card or from a bank account;
• by mailing a cheque payable to Le Groupe Harnois inc.;
• in person, at the Harnois Énergies head office, at 80 Route 158, Saint-Thomas, Quebec J0K 3L0.

For more details about payment methods, contact a Harnois Énergies Customer Service agent at 1-800-363-2712, ext. 5959.

Outside of normal business hours, an emergency hotline is always in operation to respond to customer concerns. If there is a suspicious odour or any other emergency situation related to a propane tank, call 1-800-363-2712, ext. 5959.