Response times and actual results
We are committed to replying no later than the maximum response time shown in the following table. We will inform you if, exceptionally, these times cannot be respected.
Our usual response time is also given. And in three out of four cases, the wait time has not exceeded that response time.
Calls and emails 2012
|
|
Usual response time Note 1
|
Maximum response time
|
Actual results (from 1 January to 31 March 2012)
|
|
Telephone
Waiting time to speak to an information clerk Note 2
|
17 seconds
|
3 minutes
|
99%
|
|
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
|
0,1% of calls
|
|
Reply to email
|
1 working day
|
2 working days
|
99%
|
Response time to process an application 2012
|
|
Usual response time Note 1
|
Maximum response time
|
Actual results (from 1 January to 31 March 2012)
|
|
Retirement pension
|
All application methods combined
|
21 days
|
40 days
|
98%
|
|
Filed online
|
2 days
|
15 days
|
99%
|
|
Surviving spouse's pension Note 3
|
All application methods combined
|
23 days
|
90 days
|
96%
|
|
Filed online Note 3
|
10 days
|
70 days
|
96%
|
|
Disability pension Note 4
The time is counted from when we receive both your application and your physician's report.
|
65 days
|
150 days
|
98%
|
|
Child assistance payments—Births in Québec Note 4
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
|
99,8%
|
|
Supplement for handicapped children Note 4
The time is counted once we receive both your application and the health professional's report.
|
83 days
|
90 days
|
98%
|
Services Commissioner 2012
|
|
Usual response time Note 1
|
Maximum response time
|
Actual results (from 1 January to 31 March 2012)
|
|
Follow-up to your telephone call
|
2 working days
|
2 working days
|
99%
|
|
Response to your situation
|
6 days
|
25 days
|
98%
|
Based on the most recent results, between 1 November 2010 and 31 October 2011.
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.
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.
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.