Service Statement to Citizens
Our commitments
Citizens are the top priority of the Ministère de l’Emploi et de la Solidarité sociale. In providing services, the department relies on its efficient, competent and impartial personnel.
Point-of-contact services provided by our personnel
We are committed to:
- serve you respectfully and courteously;
- protect your personal information and treat it as confidential.
Accessible services and information
We are committed to:
- use clear language in our verbal and written communication;
- provide you with full, accurate information.
During your visits to our offices
We are committed to:
- meet with you at the scheduled time or inform you about any delay;
- continue to adapt our local employment centre (CLE) service areas in order to make them accessible to people with handicaps.
When you contact us by telephone
We are committed to:
- answer your calls to the Centre de service à la clientèle (concerning the Québec Parental Insurance Plan) from Monday to Friday between 8 a.m. and 8 p.m., and on Saturdays and Sundays between 9 a.m. and 4 p.m.;
- transfer you to someone immediately concerning other services offered by the Ministère de l’Emploi et de la Solidarité sociale, or call you back within 24 hours.
When you consult our web sites
We are committed to:
- provide you with access to Web sites that provide up-to-date general information about departmental programs, measures and services;
- offer employers and job-seekers online placement services available around the clock, seven days a week;
- allow parents who are eligible for the Québec Parental Insurance Plan to consult their files and apply for benefits online, around the clock, seven days a week.
When we process your application
We are committed to:
- provide you with information about the steps in processing your application and how long the process will take;
- process your application fairly, in compliance with the applicable laws and regulations;
- inform you of the grounds for decisions rendered with respect to your file;
- in the case of an application for social assistance or social solidarity benefits, render a decision within ten working days following receipt of the required documents and normal verifications;
- in the case of an application for benefits under the Québec Parental Insurance Plan, render a decision within 14 working days following receipt of the required documents and normal verifications.
