The staff of the ministère des Transports du Québec wants to give Quebecers the best quality services and products possible. However, it may happen that you are not satisfied with a service provided by the department. If so, you can file a complaint.
The Ministère puts at your disposal a user-friendly application to do so. Make sure to fill out all the fields marked with an asterisk, and to clearly state your complaint.
Then what happens?
Processing time varies according to volume and complexity. Rest assured, however, that we will do everything in our power to provide you with a timely response.
However, if for some reason it cannot respond to your complaint promptly, the administrative unit concerned will inform you of the time it will take to study the complaint and of the person taking care of it. That person will then notify you of his decision and of any corrective measures he intends to take.
What if I am not satisfied with the decision?
Experience has shown that, in the vast majority of cases, a satisfactory solution can be found at this first stage.
However, if you are not satisfied with the response, you will be informed of the recourses available to you.
Final recourse: the Department Complaints Coordinator
The role of the Department Complaints Coordinator is to study the complaint in an impartial manner with the parties involved and to try and find the fairest solution possible.
You can contact the Department Complaints Coordinator at:
Coordonnateur ministériel aux plaintes
Ministère des Transports du Québec
700, boulevard René-Lévesque Est, 28e étage
Québec (Québec) G1R 5H1
Can a complaint be filed concerning any matter?
A complaint can be filed concerning most matters.
There are, however, several exceptions for which recourses already exist:
claims involving contracts;
expropriation matters for which judicial proceedings have been instituted;
any matter for which judicial proceedings have been filed with the court;
all requests submitted pursuant to the Act respecting Access to documents held by public bodies and the Protection of personal information.
But complaints can be made concerning the manner in which services are rendered by the administrative units in charge of these matters.
