As part of our ongoing efforts to provide the best services and products, the SAAQ wants to hear about your experience, expectations and any difficulties you may have encountered in your dealings with us.
Dissatisfied with our services? Do you believe there has been an error on our part or that your file has not been processed properly? Would you like to share a positive experience or send us your comments? Contact our customer satisfaction centre. Our services within easy reach!
You can send us your comments or complaint by telephone, via the Internet, by mail or by fax. Comment cards are also available at our various service outlets.
In order to help us respond to your comment or complaint, please indicate your address and telephone number and, if you are an SAAQ customer, certain identifiers such as your driver's licence number, your licence plate number, your claim number or your business number.
The customer satisfaction centre telephone services are available from Monday to Friday, from 8:30 a.m. to 4:30 p.m. except statutory holidays. However, you can send us a comment or a complaint at any time using our Web form.
Our customer satisfaction centre will make sure your comment or complaint is received quickly and confidentially. The comment or complaint file will then be forwarded to the appropriate sector for processing.
Any natural or legal person or their representative can submit a comment or file a complaint. SAAQ product or service suppliers or associations that represent them, however, are excluded.
A representative may be a relative or friend, an association, an attorney, etc. In most cases, the representative must have the authorization of the person they are representing for the SAAQ to process the file.
We openly welcome all comments and complaints with regard to an SAAQ service or product. However, we cannot process a comment or a complaint where:
We are committed to abiding by our Service Statement, to keeping you informed about the progress of your comment or complaint file, and to providing you with a response within the prescribed time frame. In addition, we ensure that you will be treated with fairness, integrity and confidentiality. Please note that there will be no negative impact on the processing of your driving record at the SAAQ.
If you send a complaint by telephone or email, you will be contacted within two business days. We will also contact you in response to a comment, if you so desire. We will acknowledge receipt of your request, and inform you about the steps to follow. We may also ask you to provide us with additional information to assist us in our study of your file. If you submit a comment or complaint by fax or mail, we will generally contact you only once your file has been processed.
Processing of comments and complaints is completed within fifteen business days. If we are unable to respect this timeframe, we will keep you informed about the progress of your file and the timeframe in which you can expect a response.
The SAAQ is under no obligation to respond to any comment or complaint that contains hateful, threatening or harassing statements.
Ask about additional recourse options available to you.
Centre de la satisfaction des clientèles
Société de l'assurance automobile du Québec
333, boulevard Jean-Lesage
Québec (Québec) G1K 8J6
Telephone: 418 528-4949 or toll-free: 1 866 891-6545
Fax: 418 646-4777