Declaration of Services to Citizens
Values
The following values support the ideals we would like to attain for the benefit of individuals, communities and Québec society as a whole. They underlie the Ministère’s mission and vision as well as the orientations of its strategic plan.
- Personal and social values
- Gender equality, inclusion, openness to diversity both of people and their needs, perseverance and the desire to excel
- Values inherent in the Québec education system:
- Universality, accessibility, equity and equal opportunity
- Values in Québec public administration:
- Competency, loyalty, impartiality, integrity and respect
- Values relating to ministerial action:
- Transparency, citizen participation, community involvement and the mobilization of the stakeholders and partners from various sectors of society, as well as ministerial leadership.
Main services
The Ministère de l’Enseignement supérieur offers the following services directly to citizens:
General information Services
General information on the entire range of services provided by the Ministère in the area of higher education, and on all of its client groups.
- Requests for student financial assistance
- issuing of proofs of studies at the college level
Commitment to quality services
Since an ongoing concern for quality is a key principle motivating the staff of the Ministère as they carry out their duties, special attention is devoted to all those who make a service request. Offering quality services that meet the needs of citizens is a constant concern of the Ministère, and this is why it is proud to make a commitment to serve them well.
When you request a service from the Ministère, in person or by some other means, the Ministère undertakes to:
- serve you in a polite and respectful manner
- offer reliable service
- provide prompt service
- ensure that your personal information is kept confidential and protected
- keep the steps you have to take simple
- deal with your request equitably and impartially
- ensure that its services are accessible, taking any specific needs into consideration
Commitment to accessible services
To ensure that you have ready access to all of its services, the Ministère undertakes to:
- offer you its services from Monday to Friday, from 8:30 a.m. to 12 noon, and from 1:00 p.m. to 4:30 p.m., except on statutory holidays
- provide you with access to toll-free telephone lines for the full range of its services
- provide you with up-to-date information on its website
- provide you with access to online services
- provide you with access to an Indigenous Affairs advisor who can answer your requests for information pertaining to the education of First Nations and Inuit students
- provide you with adapted documents and services for people with disabilities, particularly in the provision of accommodation measures
- ensure that its website is accessible to people with disabilities
- ensure that its offices are accessible to people with disabilities
Commitment to handle service requests within specific time periods
The Ministère de l’Enseignement supérieur undertakes to follow up diligently on requests for services and to handle them within specific time periods following the date on which all required documents are received. These periods are calculated in business days, Monday to Friday, exclusive of statutory holidays and the time required for postal delivery services.
Services offered | Waiting periods | Targets |
|---|---|---|
General information |
| |
Providing an answer to a written request for general information | 10 days | 90 % of the requests |
| Providing an answer to a request for general information made by telephone | 5 days | 90 % of the requests |
Student financial assistance |
| |
Responding to an initial request for student financial assistance | 40 days | 80 % of the requests |
Responding to a request for renewal of student financial assistance | 5 days | 80 % of the requests |
| Answering a telephone call about student financial assistance | 5 minutes | 80 % of the requests |
| Responding to a request for a review of a decision related to student financial assistance | 20 days | 75 % of the requests |
Attestations of college studies |
| |
Issuing a duplicate of a diploma or attestation of college studies | 10 days | 90 % of the requests |
Confirming the validity of a diploma issued by the Ministère. Written permission from the diploma holder must be granted in advance | 5 days | 90 % of the requests |
| Providing a duplicate copy of a college transcript or attestation of college studies when the document was issued by a private college that has closed, if the document is available | 10 days | 90 % of the requests |
Complaints |
| |
Taking charge of the complaint | 2 days | 85 % of the requests |
Responding to your complaint | 20 days | 80 % of the requests |
Citizens’ responsibilities and recourses
Responsibilities
In order for the Ministère to respect its commitments and offer you the services to which you are entitled, it relies on you to provide complete, accurate information, including any relevant documents pertaining to your request, in a timely manner. You also need to notify the Ministère of any changes to your situation or your address as quickly as possible.
Recourses and complaints
Requesting a review of a decision rendered by Aide financière aux études
If you are dissatisfied with a decision rendered in your Student Financial Assistance file, you can submit a written request to have the decision reviewed. Please send your request to the Bureau des recours de l’Aide financière aux études. You can contact the Bureau by telephone or mail.
Bureau des recours de l’Aide financière aux études
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Toll-free in Québec: 1-844-714-2281
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Bureau des recours de l’Aide financière aux études
Ministère de l’Enseignement supérieur
1035, rue De La Chevrotière
Québec (Québec) G1R 5A5
Lodging a complaint
If you are dissatisfied with a service you received, a program in which you participated or a decision made by the Ministère, you can file a complaint.
To file a complaint, please use the online form . If necessary, one of the Ministère’s staff will contact you to obtain further details. If the Ministère is unable to process your complaint within 20 working days, you will be notified and informed of the date by which you are likely to receive an answer.
Complaints pertaining to services provided by public and private educational institutions (colleges, universities) are not handled by the Ministère. If you are dissatisfied with a service you received from one of these institutions, please contact them directly.
For additional information, go to the Complaints page on the Ministère’s website.
If you would like to share any comments or suggestions to help us improve our services, please use the online form .
Student financial assistance
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Québec region: 418-643-3750
Montréal region: 514-864-3557
Toll-free in Canada and the United States: 1-877-643-3750
Outside Canada and the United States (voice mail): 418-646-5245
Student financial assistance - Interactive telephone service
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Available at all times
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Québec region: 418-646-4505
Toll-free elsewhere in Canada and the United States: 1-888-345-4505
General information
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Toll-free: 1-877-266-1337
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Ministère de l’Enseignement supérieur
1035, rue De La Chevrotière
Québec (Québec) G1R 5A5 -
Last update: February 17, 2023
