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 2015

Type of service
Usual
response
time See note1
Maximum
response
time
Actual results
(from
1 January to
31 May 2015)
Telephone
Waiting time to speak to an information clerk See note2
17 seconds 3 minutes 95%
Reply to email 2 working days 2 working days 95%
Response time to process an application 2015

Type of service
Usual
response
time See note1
Maximum
response
time
Actual results
(from
1 January to
31 May 2015)
Retirement pension Filed online 2 days 5 days 93%
All application methods combined 15 days 40 days 97%
Surviving spouse's pension See note3 Filed online 29 days 70 days 95%
All application methods combined 62 days 90 days 95%
Disability benefits See note4 and See note5
The time is counted from when we receive both your application and your physician's report.
126 days 150 days 64%
Child assistance payments − Births in Québec See note4
The time is counted from when the Directeur de l'état civil receives the information on the birth of your child and ends when the Régie begins the payments.
15 days 40 days 100%
Supplement for handicapped children See note4
The time is counted from when we receive both your application and the health professional's report.
107 days 120 days 93%
Services Commissioner 2015
Type of service Usual
response
time See note1
Maximum response time Actual results (from 1 January to 31 May 2015)
Follow-up to your telephone call 2 working days 2 working days 99%
Response to your situation 8 days 25 days 98%
  1. Note 1 Based on the results recorded between 1 November 2013 to 31 October 2014.
  2. 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.
  3. Note 3 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.
  4. Note 4 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.
  5. Note 5 Does not include the pension for a disabled person's child.
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