About Us

Specific Commitments

By Telephone

• We will answer your call within 3 minutes from the moment you ask to speak to an information clerk.
• We will call you back within 2 workdays if you were promised a return call.¹

In Writing

• We will answer your email or inform you how we will follow up within 2 workdays.¹
• We will answer your correspondence or inform you how we will follow up within 10 workdays of its receipt.¹

In Service Centres

• We will serve you in 30 minutes or less.

For Driving Skills Assessment

• Your appointment for a knowledge or road test will be scheduled:
  • within 20 workdays for a passenger vehicle or motorcycle;
  • within 10 workdays for a heavy vehicle.

For Licence Issue and Renewal

• We will send you your licence within 10 workdays of having your photograph taken in a service outlet.

For Heavy Vehicle Owners, Operators and Drivers

• We will send you a copy of your heavy vehicle owner/operator/driver record within 5 workdays of your request.
• We will follow up on changes to your heavy vehicle owner/operator/driver record within 10 workdays of your request.

For Road Accident Victims

• We will contact you within 10 workdays of receipt of a claim for compensation to inform you about the processing steps and times for your file.
• If you are eligible for an income replacement indemnity, payment will be issued every 14 days.
• If you claim the reimbursement of expenses, we will reimburse you within 20 workdays of reception of your application.
• If your injuries recognized as stemming from the accident caused after-effects, we will pay you an interim lump sum within 20 workdays of our acceptance of these injuries.
• If you need rehabilitation services, we will prepare an action plan with you within 20 workdays of your meeting with an SAAQ employee.
• If you apply for a review of a decision, we will contact you within 30 workdays of reception of your application for review.
• If you file an appeal before the Administrative Tribunal of Québec:
  • we will send you a copy of your file within 30 days;
  • we will process your file within 30 days of the conciliation agreement or Tribunal's decision..

1 - For complaints, please refer to the Help us serve you better section of this document.

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