I am proud to present this declaration of services to the public from the Ministère des Transports du Québec, which specifies the commitments that we will respect in our direct interactions with the public.
Our commitments relate to accessible services, quality of information and communications, diligent, fair and confidential treatment of requests for information, claims for damages, complaints and the reporting of incidents or intervention requests.
The quality of customer service is an everyday priority for us. As such, we will continue to make every effort to respect each of our commitments. In addition, we will regularly evaluate the level of satisfaction with the services and we will make public the results.
The Deputy Minister, Denis Jean
The Ministry's Mission
The Ministry’s mission is to ensure the mobility of people and goods throughout Québec with an efficient and safe transportation system that contributes to the sustainable development of Québec.
The Ministry’s objectives, with regard to the quality of the transportation networks under its jurisdiction, are defined in its strategic plan.
Products and Services and Clientele
The Ministère des Transports du Québec is directly responsible for the highway network, a road network that covers some 29,569 km and includes 5060 structures; it is also responsible for 4281 bridges in the municipal network. One of its main roles consists, therefore, in planning and carrying out network construction and maintenance work. It also manages a number of port and airport facilities.
It designs and administers intervention programs (financial support and regulations) in different sectors (public transit, taxis, air, maritime and railway transportation services, trucking etc…) and, in that context, processes requests submitted by the target clientele.
In addition, it puts various means in place to inform the public about the condition and use of the road network, defines measures and standards, designs policies, develops application methods and produces different publications related to the transport sector.
In the context of the present declaration of services, the targeted clientele are those who use the infrastructure, transportation equipment and services offered by the Ministry. The clientele may be divided into two public profiles: the citizen as an individual and the corporate citizen, be it a municipality, a business, an association or any other type of organization.
More specifically, the clientele is made up of:
highway road network users (those who drive automobiles, motorcycles and bicycles, as well as those who drive heavy vehicles, buses, recreational and other vehicles);
those who use the air or maritime infrastructure managed and operated by the Ministry;
those who request information and services related to ministerial programs;
those who request information related to transportation systems under the Ministry’s jurisdiction;
witnesses who report incidents relating to the transportation networks.
The Ministry's Commitments
Providing quality services to the public is an everyday priority for employees of the Ministry. This priority is reflected in the following commitments to:
Ensure the Accessibility of Services
Facilitate exchanges by offering a choice of communication methods when contacting us, be it through the Internet, by e-mail, by phone or at the counter when visiting one of our points of service.
Ensure that we are accessible to users who may wish to contact us or make use of the free information service, on an ongoing basis though a Web site or by phone from 8: 00 a.m to 5: 00 p.m.
The Québec 511 Info Transports service provides information on the condition of the road network (winter road conditions and impediments to traffic related to road works) and periodic events that interrupt traffic on the main highways under the jurisdiction of the Ministry. The service may also be used to report an incident on the road network, to obtain information on any subject related to any of the mandates of the Ministère des Transports or to provide comments or file a complaint.
Make it possible for the public to have access to points of service from Monday to Friday, from 8:30 a.m. to noon and from 1:00 p.m. to 4:30 p.m.
Take steps to make these services accessible to persons with disabilities.
Courtesy and Respect
Ministry employees show courtesy and respect in their dealings with the public.
They listen attentively to requests from the public, and when necessary, communicate with the person concerned by reducing the number of intermediaries.
When receiving requests for information, claims for damages or complaints, we:
Return calls, when required, on the following business day;
within five business days to verbal requests;
within ten business days to written requests.
If it is impossible to provide a response within the prescribed period, the acknowledgement of receipt sent by the Ministry indicates the name and telephone number of the contact person as well as a timetable for handling the request for information, claim for damages or complaint.
In the case of reported incidents or intervention requests, we:
immediately send the information to the stakeholders involved;
ensure that the incident report or intervention request is processed.
We ensure the confidentiality of information that we receive in the application of laws and regulations, when processing requests for information, claims for damages or complaints, and allow the information to be used only for the purposes provided for in the Act respecting Access to documents held by public bodies and the Protection of personal information (R.S.Q. chapter A-2.1).
Providing Quality Information
Ensure that the public is provided with relevant, up to date information on the products and services provided by the Ministry (Web site, phone line, brochures and folders).
Taking Public Satisfaction into Account
Measure the degree of public satisfaction: regularly evaluating services, making the results public and informing the public of the remedial action that was taken.
Providing quality services to the public is an everyday priority for ministère des Transports employees, who demonstrate their commitment with the following oncerns
To make an inquiry, obtain a service, make a complaint or comment, you may use the Québec 511 Info Transports service or communicate with an employee at one of our points of service
If you wish to file a complaint, we suggest you first visit the If You Have a Complaint page which contains important information on the subject. 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.
Every complaint will be examined quickly and objectively by the Ministry’s relevant regional office. Complaints that are received are held in the strictest confidence and are dealt with in a constructive manner. If we are unable to provide a response within the designated period, the acknowledgement of receipt sent by the Ministry will indicate the name and phone number of the contact person as well as a timetable for dealing with the complaint.
However, should you be dissatisfied with the response, you may request that your complaint be submitted to the Ministerial Complaints Coordinator :
Coordonnateur ministériel aux plaintes
Ministère des Transports du Québec
700, boulevard René-Lévesque Est, 28e étage
Québec (Québec) G1R 5H1
Phone: 1 418 643-6740
Fax: 1 418 643-9836
If you are dissatisfied with the response, you may also submit your case to the Québec Ombudsperson at the following address:
Le Protecteur du citoyen
525, boulevard René-Lévesque Est, bur. 1.25
Québec (Québec) G1R 5Y4
Phone: 1 800 463-5070 (toll free)
Fax: 1 800 902-7130 (toll free)