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Service Statement

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This statement covers the following services:

  • General information about health and social services
  • Information, assistance and advice for individuals and families seeking to adopt a child living outside of Québec
  • Requests for a socio-biological history for adoption cases outside of Québec
  • Information on the Tobacco Control Act and inspections regarding its enforcement

Our Mission

The Ministère de la Santé et des Services sociaux’s mission is to maintain and improve the health and well-being of people in Québec by making a range of integrated and quality health and social services accessible to all in order to contribute to the social and economic development of Québec.

We share this mission with organisms and institutions in the health and social services network. They provide the public with the necessary health care and social services.

Among other responsibilities, the Ministère de la Santé et des Services sociaux oversees the development of guidelines and policies that impact the delivery of services to the public; we are committed to pursuing established objectives for the quality and accessibility of these services for all citizens.

Services provided directly to the public

Some services are provided directly to the public by the Ministère de la Santé et des Services sociaux. It is these services precisely, and not all the health care and social services, which are the subject of this Service Statement.

They are:

  • General information about health and social services
  • Information, assistance and advice for individuals and families seeking to adopt a child living outside of Québec
  • Requests for a socio-biological history for adoption cases outside of Québec
  • Information on the Tobacco Control Act and inspections regarding its enforcement

Our commitments regarding the quality of services

Accessible services

When you call us:

When you write to us by mail, electronic mail or fax:

  • We respond or send you an acknowledgement of receipt specifying the response time to your request within ten working days following reception

In order to protect personal information, our email or fax responses may refer to a letter that will follow by mail.

When you consult the Ministère de la Santé et des Services sociaux website:

When you visit the offices of the Ministère de la Santé et des Services sociaux:

When you go to the Secrétariat à l'adoption internationale:

  • Our offices are open Monday to Friday, from 8:30 a.m. to 12 p.m. and from 1 p.m. to 4:30 p.m.
  • We immediately announce your arrival to the person with whom you have an appointment
  • If you do not have an appointment, you will be directed to a staff member who will do his or her best to assist you

Courteous and respectful personnel

In all circumstances:

  • Our personnel is polite and respectful
  • Our personnel identify themselves clearly
  • Our personnel is attentive and receptive to your needs

Professional processing of your request

Our personnel have the necessary skills and knowledge to assist you and provide you with the clearest and most accurate information on the subject that concerns you.

We will give you clear explanations of the processes to be followed to obtain a service or a document.

We will provide you with information or the requested service as soon as possible.

We will ensure that the processes that you follow and the information concerning you are kept confidential, in compliance with applicable laws.

Where necessary, we will refer you to a person or an agency that can better respond to your request.

If you are dissatisfied with the services referred to in this Statement

You may be dissatisfied with the services obtained despite all our efforts to honour the commitments made in this Statement. In this case, you may contact the Ministère’s complaint commissioner to inform him or her of your dissatisfaction. The complaint commissioner receives complaints and comments regarding the commitments contained in this Statement and examines them thoroughly and independently. Your complaint will remain strictly confidential.

You can communicate with the complaint commissioner whichever way is most convenient.

By phone

Monday to Friday, 8 a.m. to 8 p.m.

Québec region: 418 644-4545
Montréal region: 514 644-4545
Elsewhere in Québec: 1 877 644-4545 (toll-free)
Persons with a hearing or speech impairment  (TTY): 1 800 361-9596 (toll-free)

By e-mail

"Contact Us by email" form of Services Québec This link opens a new window..

In person

Regional offices contact information of Services Québec This link opens a new window..

Time limit of complaint processing

Your complaint will be processed within 20 business days or less from the day it was received. If we cannot send you a full and final answer within this time limit, we will inform you of the date on which it will be sent to you.

Complaints about services offered by the institutions, their facilities and some of their public or private partners

The Ministère’s complaint commissioner’s responsibilities do not include complaints about services offered by the institutions, their facilities and some of their public or private partners. Consult The Health and Social Services Network Complaint Examination System This link opens a new window. page of the health and well-being portal to know how and to whom to address your complaint.

Complaints help

By phone

418 644-2251 or 1 866 644-2251 (toll-free).

How to reach us

See the Contact Us page.

 

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