Ministère du Travail, de l'Emploi et de la Solidarité sociale.
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Statement of Services to Citizens

Our commitments

General commitments

In order to offer quality services, the Ministère and its employees are committed to the following:

Access to our services

To facilitate access to our services, various means have been placed at your disposal in order for you to obtain information or file applications:

  • Our websites provide up-to-date general information on our programs, measures and services. They also offer several online services.
  • Our staff can be reached toll free throughout Québec.
  • We have a large network of services points located across Québéc.

We ensure the availability of measures to make our services more accessible to people with disabilities.

We provide support and assistance in accessing our services.

Our communications:

  • Requests are answered politely and with courtesy.
  • We listen carefully to ensure we understand your needs and requests.
  • We use language that is clear and easy to follow in our verbal and written communications.

Processing of applications and files:

  • Applications and files are processed rapidly and carefully.
  • The applicable laws and regulations are applied fairly and impartially.
  • We provide full and accurate information.
  • We provide information about the steps involved in processing your application and how long it will take to complete them.
  • We explain the decision rendered with respect to your application or file and inform you of what recourse you can take.

Confidentiality and protection of personal information:

  • We ensure the confidentiality and protection of personal information, in accordance with the applicable legislation.

Service timelines

Except in extraordinary circumstances, we are committed to meeting the following timelines:


We answer emails sent to one of our call centres within 2 business days.

Telephone calls

Telephone calls are put through to call centre staff within 3 minutes. If you leave a message, we will get back to you within 1 business day.

Visits to our service points

Our staff are on hand to greet you at our service points during business hours and inform you of how long it will take to be served.

If you have an appointment with a member of our staff, he or she will meet with you at the appointed time.

Applications for social assistance or social solidarity benefits

Decisions are rendered within 5 business days following receipt of all required documents.

Applications for benefits under the Québec Parental Insurance Plan

Decisions are rendered within 10 business days following receipt of an application for benefits and all required documents.

Applications for a change of name or designation of sex filed with the Directeur de l’état civil

Decisions are rendered within 90 business days following receipt of all required documents.

Applications for a certificate or a copy of an act of birth, marriage, civil union or death filed with the Directeur de l’état civil

A certificate or copy of an act is issued within 10 business days following receipt of all required documents if you choose normal processing or within 3 business days if you choose accelerated processing.


If you are dissatisfied with one of our programs, measures or services or with a decision that concerns you, you can contact the person in charge of processing your application or file. Most situations can be resolved in this way. If you are not satisfied with our response, you can seek recourse.

Filing a complaint

If you wish to file a complaint, please contact the Direction des plaintes et des relations avec la clientèle. This unit ensures that complaints filed about the Ministère receive the necessary attention and plays an active role in seeking solutions to improve the quality of services.

When you file a complaint, we are committed to:

  • Sending an acknowledgment of receipt within 2 business days in order to confirm that your complaint is being duly processed
  • Processing your complaint within 20 business days

Filing an application for review

Filing an application for review is a right provided for in the Individual and Family Assistance Act and the Act respecting parental insurance. If you disagree with a decision rendered by our Ministère, an application for review enables you to obtain a new study of the decision. You must file your application for review in writing within the prescribed time limit using the form provided for this purpose. You can obtain the form by visiting our website or by contacting us.

Filing an application for administrative reconsideration

The administrative reconsideration process enables you to apply for reconsideration of decisions rendered with respect to programs, measures and services for which there is no appeal under the Individual and Family Assistance Act. For additional information, please visit our website or contact us.

Follow-up on our commitments

The Ministère monitors compliance with the commitments in this statement of services on a regular basis. Results are made public in the annual management reports prepared by the Ministère (French only).

Your cooperation is essential

We are counting on you to:

  • Work with us to maintain polite and courteous relations
  • Provide us with full and accurate information when you file an application
  • Provide us with requested documents within the prescribed time limits
  • Inform us as quickly as possible of any change in your circumstances
  • Provide feedback on the quality of our services
Last update: 2016-03-16 Top of Page



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