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Statement of Services to Citizens by the Commission québécoise des libérations conditionnelles
Citizens at the core of our actions
The present Statement of Services to Citizens by the Commission québécoise des libérations conditionnelles has been drawn in accordance with the provisions of the Public Administration Act sanctioned May 30, 2000. It deals with our mission, our values, and the services we offer you. In addition, it states our objectives and the quality standards associated with them.
Our mission
Created in 1978 with the adoption by Québec's National Assembly of the Act to promote the parole of inmates and amending the Act respecting probation and houses of detention (R.S.Q., c. L-1.1), the Commission :
- helps protect society;
- contributes to the social rehabilitation of offenders;
- decides independently and impartially, with the community's participation, on the conditional release of persons serving in provincial houses of detention sentences of less than two years and at least six months for breach of a law or regulation in effect in Québec;
- rules on appeal of Québec Correctional Services' decisions on temporary leave.
Our values
We consider it important to contribute to the protection of society. We believe in the offender's potential to change and evolve. We also believe in respecting the latter and his/her representatives and in a strong, effective partnership with the different constituents of the penal justice system as part of achieving our mission.
Our objectives to better serve you
To fulfill our mission, we put you at the core of our actions. We are eager to offer you services that consistently fit your needs and your concerns. To this end, we have set ourselves six main objectives, namely:
1. Offer courteous, respectful and personalized reception
The staff and members of the Commission offer you:
- a courteous and respectful reception;
- attention to your situation and your needs.
2. Be available and accessible
You can count on the Commission's staff to help you express your needs and expedite your requests. Thus, you are sure to be able to:
- speak to somebody by phone between 8:30 am and 4:30 pm;
- be welcomed at the reception desk of our head office in Québec City, between 8:30 am and 12 pm and between 1 pm and 4:30 pm;
- leave a message in a vocal box 24 hours a day.
3. Handle your requests within a short, strictly respected time limit
The Commission's staff will do their utmost to handle your request promptly. Thus, you can expect to:
- receive a return call or acknowledgment of receipt of your E-mail within two workdays;
- receive acknowledgment of receipt of your written requests within five workdays;
- get an answer to your written or oral requests within 15 workdays.
4. Give clear, accurate and reliable answers
The staff and members of the Commission are aware of the importance you attach to the quality of the information they give you. Therefore, they are keen to maintain high standards and the answers they will give you will be:
- clear, that is, unambiguous and in simple language, accessible to all;
- accurate, that is, concise, precise, and complete;
- reliable, that is, information that has been carefully checked.
5. Ensure the confidentiality of your personal information
You can count on the staff and members of the Commission to ensure the confidentiality of your personal information in carrying out their mandate, in strict accordance with the provisions of the Act respecting Access to documents held by public bodies and the Protection of personal information (R.S.Q., c. A-2.1).
6. Enable you to express your comments or criticisms on the services we offer you
The staff and members of the Commission are anxious to meet your expectations of high-quality services.
To ensure our services respond to your needs, we very much depend on your comments. You can be assured they will be considered and made the most of in a constant effort to serve you better.
Should our services not meet your expectations, we would hope you would tell us so. Particular attention will be paid to your complaints as they demonstrate the trust you place in us.
Therefore, if you make a complaint, you are assured:
- in case of an oral complaint, to receive a return call within two workdays;
- in the case of a written complaint, to receive an acknowledgment of receipt within five workdays;
- the complaint will be fully dealt with within 30 workdays, failing which you will be informed of a new time limit and its motives.
Your comments or complaints should be addressed to the Secretary of the Commission, whose office is located at our head office.
Help improve our services
Help improve our services by supplying promptly to Commission staff and members all information pertaining to your requests. It is also paramount that you answer precisely and accurately the questions that may be asked.
2006-08-16 9:10 AM
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