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Statement of Services to Citizens

Our commitments

Citizens are our top priority. To serve them effectively, we rely on efficient, competent and impartial personnel.

Point-of-contact services provided by our personnel

We are committed to:

  • serving you respectfully and courteously;
  • protecting your personal information and keeping it confidential.

Accessible services and information

We are committed to:

  • using clear language in our verbal and written communications;
  • providing you with full, accurate information.

When you visit our offices

We are committed to:

  • meeting with you at the scheduled time or informing you of how long you will have to wait if there is a delay;
  • continuing to adapt our local employment centre (CLE) service areas to make them more accessible to persons with disabilities;
  • making it possible for you to meet with a CLE staff member at any time when applying for financial assistance.

When you contact us by telephone

We are committed to:

  • answering your calls to the Centre de service à la clientèle of the Québec Parental Insurance Plan between 8 a.m. and 8 p.m., Monday to Friday;
  • transferring you to someone immediately concerning other services offered by the Ministère, or calling you back within 24 hours.

When you consult our websites

We are committed to:

  • providing up-to-date general information on our websites about our programs, measures and services;
  • offering employers and job seekers online placement services 24 hours a day, seven days a week;
  • allowing parents who are eligible for the Québec Parental Insurance Plan to view their files or apply for benefits online 24 hours a day, seven days a week.

When we process your application

We are committed to:

  • providing you with information about the steps in processing your application and how long the process will take;
  • processing your application fairly, in accordance with the applicable laws and regulations;
  • informing you of the grounds for decisions rendered with respect to your file;
  • in the case of an application for social assistance benefits or social solidarity benefits, rendering a decision within 10 working days following receipt of the required documents and customary verifications;
  • in the case of an application for benefits under the Québec Parental Insurance Plan, rendering a decision within 14 working days following receipt of the required documents and customary verifications.

Recourse

If you feel that we have failed to meet our commitments, disagree with a decision that concerns you or are dissatisfied with our programs, measures or services, you have the right to seek recourse.

If you disagree with a decision that has been rendered, you may file an:

Application for review

Pursuant to the provisions of the Individual and Family Assistance Act and those of the Québec Parental Insurance Plan, you can apply for a new study of a decision rendered by the office responsible for your file.

We are committed to giving you the contact information for the person responsible for processing your application in order to facilitate communication during the review process.

How to file an application for review

Under the Individual and Family Assistance Act

You must file your application for review in writing, using the form provided for this purpose. You can obtain the form at our various service points or on our website.

Under the Québec Parental Insurance Plan (QPIP)

You must file your application for review in writing, using the prescribed form. You can obtain the form:

  • on the QPIP websiteLink to external site.;
  • from the Centre de service à la clientele, by calling 1-888-610-7727;
  • through your online file.

Application for administrative reconsideration

In some situations, you may apply for administrative reconsideration of a decision rendered further to an application that you submitted regarding certain programs, measures or services offered by the Ministère.

To learn more, please see our website or contact our Direction des plaintes et des relations avec les citoyens at 1-888-643-4721 from anywhere in Canada.

Complaints

If you feel that we have failed to meet our commitments, disagree with a decision that concerns you or are dissatisfied with our programs, measures or services, we invite you to contact the administrative unit in question or the Direction des plaintes et des relations avec les citoyens, which can be reached at 1-888-643-4721 from anywhere in Canada.

The Direction des plaintes et des relations avec les citoyens is committed to providing you with confirmation that it is studying your complaint within two working days following its receipt.

Help us serve you better:

  • by working with us to maintain respectful, courteous relations;
  • by providing us with full, accurate information when you file an application;
  • by keeping us informed of any changes concerning your application or circumstances.

Follow-up on our commitments

The Ministère plans to monitor compliance with its Statement of Services to Citizens on a regular basis. Every year, it will draw up a plan for improving its services to citizens.

The results obtained with respect to these commitments are made public in the annual management report prepared by the Ministère (French only).
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