Response times and actual results
We are also committed to reply no later than the maximum time shown in the following table. If the maximum cannot be respected, we will inform you of the delay.
The usual response time is also given for your information because 3 times out of 4, you will not have to wait longer than that.
| Type of service |
Usual response time |
Maximum time required |
Actual results
(from 1 April to 30 September 2006) |
|
Telephone
Waiting time to speak to an information clerk(1) (2) |
30 seconds |
3 minutes |
96% |
The Régie is also commited to ensuring that the lines will rarely all be busy(1)
(less than 5% of calls during an entire year). |
|
|
1,9% of calls |
|
|
|
|
|
Response time to process an application for: |
|
|
|
|
Retirement pension |
30 days |
60 days |
95% |
|
|
|
|
|
Surviving spouse's pension |
30 days |
90 days |
96% |
If you are a de facto (common law) spouse, more time may be necessary since you will have to provide information confirming your status.
|
|
|
|
|
|
|
|
|
Disability pension |
75 days |
150 days |
95% |
|
The time is counted once we receive both your application and your physician's report.
The Régie's commitment applies only in cases where the information provided initially is sufficient to render a decision. If we must obtain additional information, you will be informed. |
|
|
|
|
|
|
|
|
Supplement for handicapped children |
65 days |
115 days |
99,5% |
|
The time is counted once we receive both your application and the health professional's report.
The Régie's commitment applies only in cases where the information provided initially is sufficient to render a decision. If we must obtain additional information, you will be informed. |
|
|
|
| Reply to e-mail(1) |
|
2 working days |
99% |
| |
|
|
|
|
|
|
|
Waiting time for a meeting with an information clerk(3)
|
10 minutes |
20 minutes |
96% |
| |
|
|
|
| Services Commissioner: |
| Follow-up to your telephone call |
|
2 working days |
98% |
|
| Response to your situation |
7 days |
30 days |
99% |
| |
|
|
|
| Notes: |
|
|
|
(1) For the Act respecting the Québec Pension Plan, the Supplemental Pension Plans Act and the child assistance measure.
(2) Clients who wish to speak with an information clerk on the telephone are informed of the waiting time if the average time is more than 20 seconds when their call is taken.
(3) For the Act respecting the Québec Pension Plan and the child assistance measure.