February 20, 2017

SAAQ: citizens should be reimbursed for registration fee overpayments


The complaint

SAAQ immatriculation

A citizen complained to the Québec Ombudsman because the SAAQ refused to reimburse him for a 2016 registration fee overpayment in late 2015.

The investigation

  • A citizen went to a SAAQ service outlet in November 2015 after he changed his vehicle.
  • At the time of the transaction, the SAAQ gave him the option of paying the 2016 registration fees because they were due on January 31, 2016. The citizen agreed.
  • Afterwards he learned that the registration fees for 2016 had decreased, so he asked to be reimbursed. The SAAQ refused because the payment had been made in 2015.
  • The investigation by the Québec Ombudsman showed that for all the citizens whose registrations end in January or February and who have acquired a vehicle in the 90 days before registration expires, the SAAQ calculates the fees based on the current year.
  • This means that anyone in this situation did not get the reduced registration fees for 2016.
  • The Québec Ombudsman asked the SAAQ to reimburse the 16,700 people in that situation. 

The result

Further to the intervention by the Québec Ombudsman, the man who had filed a complaint was reimbursed for the fees overpaid. The SAAQ also contacted all the other citizens concerned so that they could be granted the same reimbursement.