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.

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 This hyperlink will open in a new window. 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

General information

 

Providing an answer to a written request for general information 

Online form This hyperlink will open in a new window.  

10 days

Providing an answer to a request for general information made by telephone 

5 days

Student financial assistance

 

Responding to an initial request for student financial assistance 

Online form  This hyperlink will open in a new window.

40 days
from the receipt of all required documents 

Responding to a request for renewal of student financial assistance 

Online form This hyperlink will open in a new window. 

5 days

Answering a telephone call about student financial assistance 

5 minutes
from the time the citizen asks to speak to an agent 

Responding to a request for a review of a decision related to student financial assistance 

20 days

Attestations of college studies

 

Issuing a duplicate of a diploma or attestation of college studies

Online form  This hyperlink will open in a new window.

10 days

Confirming the validity of a diploma issued by the Ministère. Written permission from the diploma holder must be granted in advance

Online form This hyperlink will open in a new window.

5 days

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

Complaints

 

Taking charge of the complaint 

Online form This hyperlink will open in a new window. 

2 days

Responding to your complaint

20 days
from the receipt of all required documents 

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. 

By telephone: 

Toll-free in Québec: 1-844-714-2281  

By mail: 

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 This hyperlink will open in a new window.. 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 This hyperlink will open in a new window..  

Contact us

Student financial assistance 

Telephone 

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: 418-646-5245 (voice mail) 

Interactive telephone service 

Available at all times 
Québec region: 418-646-4505 
Toll-free elsewhere in Canada and the United States: 1-888-345-4505 


General information 

Telephone: 418-643-7095 
Toll-free: 1-866-747-6626 
Fax: 418-646-6561 

Website: Ministère de l’Enseignement supérieur  This hyperlink will open in a new window.

Address 

Ministère de l’Enseignement supérieur 
1035, rue De La Chevrotière 
Québec (Québec) G1R 5A5