SAAQ: an internal mistake must not hinder a citizen’s

  • September 27, 2021
Homme en fauteuil roulant devant la porte ouverte d'une voiture

The context

The complaint

The man was sure that he had sent the application correctly more than once. He complained to the Québec Ombudsman.

What the investigation showed

A mistake in identifying the citizen had caused much confusion. Without wanting to, the SAAQ had created two files for the same application. Some of the documents received had been put in the first file, while others had been placed in the second. As a result, both files remained incomplete.

The outcome

Because of the Québec Ombudsman’s intervention, the SAAQ quickly proceeded to check internally. The problem was identified and corrected promptly. The citizen’s application was handled as a priority.

The Québec Ombudsman ensures that your rights are upheld in your dealings with Québec public services. Are you dissatisfied with the services of a Government of Québec department or agency? Or with those of a health and social services network institution (2nd level of recourse)? File a complaint with the Québec Ombudsman by calling 1-800-463-5070 or use our online complaint form.