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. And in three out of four cases, the wait time has not exceeded that response time.
Calls and emails 2013
Type of service |
Usual response timeNote 1 |
Maximum
response
time |
Actual results
(from
1 January to
31 March 2013) |
Telephone
Waiting time to speak to an information clerkNote 2 |
1 second |
3 minutes |
93% |
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 |
81%Note 3 |
Response time to process an application 2013
Type of service |
Usual response timeNote 1 |
Maximum
response
time |
Actual results
(from
1 January to
31 March 2013) |
| Retirement pension |
All methods of applying combined |
17 days |
40 days |
97% |
| Made online |
2 days |
15 days |
99% |
| Surviving spouse's pensionNote 4 |
All methods of applying combined |
23 days |
90 days |
96% |
| Made online |
10 days |
70 days |
96% |
Disability benefitsNote 5 and Note 6
The time is counted from when we receive both your application and your physician's report. |
69 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. |
15 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. |
74 days |
120 days |
99% |
Services commissioner 2013
| Type of service |
Usual response timeNote 1 |
Maximum response
time |
Actual results
(from
1 January to
31 March 2013) |
| Follow-up to your telephone call |
1 working day |
2 working days |
99% |
| Response to your situation |
6 days |
25 days |
99% |
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Note 1:
Based on the most recent results, between 1 November 2011 and 31 October 2012.
-
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:
Based on results at 31 March 2013. Taking into account replies to emails over the course of the year, the Régie expects to meet its commitments for the year.
-
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.