Régie des rentes du Québec

Response times and actual results

We are committed to replying no later than the maximum response time shown in the following tables. We will inform you if, exceptionally, these times cannot be respected.

Our usual response time is also given. In 3 out of 4 cases, the wait time has not exceeded that response time.

Calls and emails
2014 2013

Type of service
Usual
response
timeNote 1
Maximum
response
time
Maximum
response
time
Actual results
(from
1 January to
31 December 2013)
Telephone
Waiting time to speak to an information clerkNote 2
27 seconds 3 minutes 3 minutes 95%
The Régie is also committed to ensuring that the lines will seldom all be busy
(less than 4% of calls during an entire year).
n/a n/a n/a 0,2% of calls
Reply to email 2 working days 2 working days 2 working days 92%Note 3
Response time to process an application
2014 2013

Type of service
Usual
response
timeNote 1
Maximum
response
time
Maximum
response
time
Actual results
(from
1 January to
31 December 2013)
Retirement pension Filed online 2 days 5 days 15 days 99%
All application methods combined 24 days 40 days 40 days 95%
Surviving spouse's pensionNote 4 Filed online 13 days 70 days 70 days 95%
All application methods combined 39 days 90 days 90 days 95%
Disability benefitsNote 5 and Note 6
The time is counted from when we receive both your application and your physician's report.
82 days 150 days 150 days 96%
Child assistance payments—Births in QuébecNote 5
The time is counted from when the Registrar of Civil Status receives the information on the birth of your child and ends when the Régie begins the payments.
17 days 40 days 40 days 99,9%
Supplement for handicapped childrenNote 5
The time is counted from when we receive both your application and the health professional's report.
93 days 120 days 120 days 99%
Services Commissioner
2014 2013
Type of service Usual
response
timeNote 1
Maximum response time Maximum response time Actual results (from 1 January to 31 December 2013)
Follow-up to your telephone call 2 working days 2 working days 2 working days 99%
Response to your situation 9 days 25 days 25 days 99%
  • Note 1:
    Based on the most recent results from 1 November 2012 to 31 October 2013.
  • Note 2:
    Clients who wish to speak with an information clerk on the telephone are informed of the average waiting time if it will be more than 20 seconds.
  • Note 3:
    The result obtained is due to the increase in the number of emails being processed and to the priority given to answers by telephone.
  • Note 4:
    The response time may be longer if you are a de facto (common law) spouse, because you will have to provide information to confirm your situation.
  • Note 5:
    The Régie is committed to respecting the maximum response time when the initial information provided is sufficient to render a decision. We will notify you if we require additional information.
  • Note 6:
    Does not include the pension for a disabled person's child.
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