- A woman received child support whose amount was set until the end of September 2020. The money was collected from her ex-spouse.
- A week later, Revenu Québec received a judgment extending the support until the end of 2020.
- However, after a while, the woman noticed that the payments had stopped.
Not understanding why, the woman complained to the Québec Ombudsman.
What the investigation showed
- In recent years, Revenu Québec has changed how it processes child support files. To improve service quality, the agency has adopted a new system called "PA-CIBLE."
- With PA-CIBLE, files are no longer assigned to one agent only. When something needs to be done, a "task" is created instead and entered in a common pool. As soon as an agent is available, he or she takes care of the priority task.
- However, there were problems with the overhaul, as described in our 2020-2021 Annual Report.
- So that payments would continue to be issued to the woman, Revenu Québec had to process the new judgment. A task was added to the pool, but the processing time was more than 30 days.
- Meanwhile, the woman was no longer receiving child support, even though the money was still being collected from her ex-spouse.
The Québec Ombudsman intervened with Revenu Québec to have the new judgment processed quickly. The agency acted immediately and payments resumed a few days later.
Note that since this complaint, PA-CIBLE wait times have shortened.
This case was taken from our 2020-2021 Annual Report.
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.