COVID-19: Frequently Asked Questions

We have been providing answers to many of the questions you may have regarding the exceptional situation presented by COVID-19. To help us serve you better, we invite you to read this FAQ before calling us or going to a service outlet.

To avoid having to wait in line, please make an appointment. Before heading to your local service outlet, be sure to check its hours.

Walk-in services are not available in all of our service outlets. Before heading out, be sure to check whether this option is available in the service outlet nearest you.

  1. Available Services, Appointments and General Information
  2. Driver’s Licence and Health Insurance Card
  3. Driving Tests (Knowledge and Road Tests)
  4. Medical Assessments
  5. Vehicle Registration
  6. Traffic Accidents and Compensation
  7. Mechanical Maintenance and Road Vehicle Inspection
  8. Safety and Transportation of Passengers
  9. Commercial Vehicles
  10. Disabled Parking Permits

Last update: July 13, 2021

1 - Available Services, Appointments and General Information

Which services are offered?

In service outlets

All services are offered in service outlets, with the exception of:

  • taking of photos
  • renewing a Health Insurance Card
  • replacing a damaged or defective licence plate

You can make an appointment (online or by phone) or go directly to a service outlet. Important: Before going to a service outlet, check whether or not an appointment is required at the service outlet nearest you.

Online

All our online services remain available for citizens, businesses (in French only) and external suppliers and partners (in French only).

You can replace a damaged or defective licence plate (whose reflective film is peeling off) by making a request online.

How do I make an appointment ?

Before making an appointment, check whether the service you require is currently offered (refer to the previous question), then make your appointment online.

If you cannot make an appointment online, call us at one of the following phone numbers.

Road tests

Driver’s licence exchange (Canada and international)

See the Foreign Driver’s Licence section to learn what to do depending on your situation and which number to call.

Driver’s licence exchange (international)

Other services offered in service outlets

Can I go to a service outlet without having to make an appointment first?

Waiting online is better than waiting in line. We recommend that you make an appointment where possible.

Appointments are required at certain service outlets. Here are the steps to follow to check whether or not you need to make an appointment before going to a service outlet near you:

  1. Go to the Find a Service Outlet
  2. Select a subject and then the type of service you require.
  3. Begin entering the name of your town or city and then select it from the dropdown list that appears.
  4. Click on the “See services offered” button.
  5. Read the instructions in the box marked “Attention.”

Please note that in cases where an appointment is not required, during busy periods it may not be possible for everyone who has been waiting in line to be served before the end of the day. We will inform you of the number of people who can be served that day directly at the service outlet.

Outside spaces, such as tents, are considered partially covered public spaces. You must therefore wear a face covering that covers both your nose and mouth when waiting in line under a tent.

What hygiene measures have been implemented in service outlets?

Due to the exceptional situation presented by COVID-19, we must ensure that your state of health poses no risk to other clients or to our employees.

Stay home if you:

  • display symptoms related to COVID-19 (such as coughing, a fever, difficulty breathing, sudden loss of smell)
  • are returning from a trip outside the country
  • have been in contact with a person displaying symptoms of COVID-19

The SAAQ wishes to emphasize the importance of complying with all the health and hygiene rules in order to ensure everyone’s safety:

  • No clients with COVID-19 symptoms will be accepted in service outlets, even if they have an appointment.
  • Handwashing is mandatory at service outlet entrances.
  • You must wear a face covering that covers both your nose and mouth inside service outlets and under tents.
  • You must wear a surgical mask during a road test. To ensure compliance, we will provide one for you.
  • You must keep a distance of at least 2 metres from other people.
  • Payment by debit card is preferred.

In order to ensure the safety of our employees and clients, Plexiglas panels have been installed in most service centres (SAAQ offices).

Will wait times be longer than usual?

Rest assured that we are making every effort to continue to offer quality services. However, your request may take longer than usual to be processed, as social distancing measures limit the number of customers we can have in our service centres at once.

I have received my statement of account and have questions. What should I do?

Send us your questions using secure email. We will reply as soon as possible.

For any questions regarding your statement of account, please do not go to a service outlet or contact us by phone.

Back to top

2 - Driver’s Licence and Health Insurance Card

Can I renew my learner’s licence?

Yes. Here are your options:

  • Make an appointment before going to a service outlet in order to avoid having to wait in line.
  • Go directly to a service outlet without making an appointment if the service outlet you plan to go to provides that option.

I recently moved to Québec. Can I exchange my driver’s licence for a Québec licence?

Yes. This service is offered.

Please note that you must make an appointment by phone to obtain this service; otherwise, we cannot serve you. Visit the Foreign Driver’s Licence webpage to find out how to proceed depending on your situation and which number you should call.

In accordance with section 89 of the Highway Safety Code, new residents are authorized to drive with a licence obtained outside Québec, under certain conditions:

  • they must hold a valid driver’s licence authorizing them to drive a passenger vehicle, motorcycle, moped or motorized scooter
  • they must not drive any other types of vehicles
  • they may drive with this licence only during the first six months after settling in Québec

I have met all the conditions to obtain a new licence further to a penalty. Can I go to a service outlet to obtain my new licence?

Yes. If you are required to take a knowledge test, you must reserve your place by phone:

f you are not required to take a knowledge test, you must make an appointment before going to a service outlet.

Further to a penalty, I must obtain a restricted licence, and my vehicle must be equipped with an alcohol ignition interlock device. Can I obtain a licence authorizing me to drive?

Yes. Here are your options:

  • Make an appointment before going to a service outlet in order to avoid having to wait in line.
  • Go directly to a service outlet without making an appointment if the service outlet you plan to go to provides that option.

Can I pay my driver’s licence online even if the payment due date has passed?

Your driver’s licence can be renewed online. Given the current situation, we recommend that you make your payment through your financial institution even if the payment due date has passed. Keep proof of your payment with your licence. 

The SAAQ has suspended my driver’s licence because of unpaid fines. Can I go to a municipal court or a courthouse to pay the fines in question in order to have the suspension lifted?

We recommend using a payment method that does not require you to go in person (either online, by phone or by mail).

In the case of statements of offence served by the Sûreté du Québec, Contrôle routier Québec or the Agence métropolitaine des transports (AMT), you can make your payment online at amendes.qc.ca or by phone at 1-877-263-6337.

For any other fines or tickets, refer to the website of the municipal court for details and information on accepted payment methods.

If, however, you decide to go directly to a courthouse, it is best to first contact the municipal court or courthouse to find out its opening hours and capacity.

Please note that your licence will remain suspended until you have received written confirmation from the SAAQ that your payment has been received and that the suspension has been lifted.

Can I reobtain a driver’s licence that has been cancelled, a licence class that has been cancelled or a driver’s licence that has been expired for 3 years or less?

Yes. You have up to 3 years to reacquire a cancelled or expired licence, or a licence class that you had relinquished. After that time, you will have to pass a knowledge and a road test.

For more information, visit the page Reacquiring a Driver’s Licence – Cancellation or Expiration.

I have to have my photo taken for my driver’s licence. Do I have to remove my face covering?

Yes. You must take off your face covering to have your photo taken. You must put it back on immediately after.

Back to top

3 - Driving Tests (Knowledge and Road Tests)

Can I make an appointment to take a knowledge test?

Yes. It is possible to make an appointment to take a knowledge test for all classes of vehicle. Individuals who had appointments in March, April or May have been contacted. If we were unable to contact you, you must make a new appointment.

To take your knowledge test, reserve your place using our online service or by phone:

Please note that you must wear a face covering that covers both your nose and mouth during your knowledge test.

Can I make an appointment to take a road test?

It is possible to make an appointment for a road test for vehicles belonging to Classes 1, 2, 3 (heavy vehicle) and Class 5 (automobile). Note that we do not recommend going to another region to take a test.

To take your road test, reserve your spot using our online services or by phone:

In order to ensure your safety and that of our employees, we have implemented some hygiene measures. For example, for a Class 5 road test:

  • The vehicle used during the test will be disinfected before and after the test.
  • A plastic barrier will be installed on the passenger seat of the vehicle for the SAAQ examiner.
  • The examiner will wear a surgical mask, which will be changed between each test.

Wearing a surgical mask is required during the road test. To ensure compliance, we will provide one for you. When both the examiner and examinee wear surgical masks, as recommended by the CNESSTCommission des normes de l'équité de la santé et de la sécurité du travail, the SAAQ examiner can remove his or her eye protection, which can compromise vision. In addition, if you have any symptoms related to COVID-19, you must reschedule your road test.

There are no more appointments available for knowledge and road tests. When will I be able to make an appointment?

You can now make an appointment for the months of September, October and November. Appointments for December will be available as of:

  • October 14 for knowledge tests
  • October 19 (Montréal and Laval areas) for road tests
  • October 21 (all other service centres) for road tests

If you cannot make it to your appointment, please change or cancel your appointment as soon as possible to allow another person to take your place.

Do I have to pay fees for the cancellation of my driving test appointment (road test)?

If you are unable to go to your appointment for a road test, you must cancel or change it at least 48 hours before the time of the appointment, otherwise you will be charged $23.40. These fees must be paid before your rescheduled appointment.

Can I be accompanied to go to my road test (by a parent, driving school instructor or other)?

Yes. However, the person accompanying you will have to remain outside the SAAQ’s offices and cannot accompany you in the vehicle during your road test. These measures have been put in place to meet the social distancing requirements issued by public health authorities.

Can I go to the SAAQ to obtain my learner’s licence with my driving course attestation?

Yes. Here are your options:

  • Make an appointment before going to a service outlet in order to avoid having to wait in line.
  • Go directly to a service outlet without making an appointment if the service outlet you plan to go to provides that option.

Back to top

4 - Medical Assessments

I received a letter from the SAAQ requesting that I provide a medical report. Do I have to consult with a physician or specialist to have the report completed?

Yes. We are gradually resuming our services, including making requests for medical reports.

Given the current situation, we are prioritizing certain conditions or medical assessments in order to verify the state of health of drivers based on the level of risk to ensure road safety.

If you have received a request for one or more medical reports, it’s because those reports are essential for the analysis of your file.

Individuals who received a request for a medical report before June 1, 2020 will receive a letter in the coming months informing them of the requirements regarding their file. We recommend waiting for this letter before taking any further steps.

Those who received a request for a medical report on or after June 1, 2020 can refer to the return date indicated on the report. 

I have already met my physician or specialist and I have the medical report that was requested by the SAAQ. What should I do?

Simply send us the report using the return envelope that was enclosed with the request for a medical report we sent you. Please note that the time required to process your report may be longer than usual.

Back to top

5 - Vehicle Registration

I haven’t received the payment notice for my vehicle registration. What must I do?

The delivery of your payment notice may be delayed by several weeks. You should receive it soon. Once you do, you should make your payment through your financial institution or by mail.

How can I put my vehicle into storage, take my vehicle out of storage, or discard my vehicle?

We invite you to use the SAAQ’s online services: 

If you are unable to complete the process online or if you do not have access to our online services, you can call us (toll-free).

Can I pay my vehicle registration online even if the payment due date has passed?

We recommend that you make the payment online through your financial institution even if the payment due date has passed. Keep proof of your payment with your vehicle registration certificate.

Can I replace a lost or stolen licence plate or registration certificate for my vehicle?

Yes. Here are your options:

  • Make an appointment before going to a service outlet in order to avoid having to wait in line.
  • Go directly to a service outlet without making an appointment if the service outlet you plan to go to provides that option.

Can I request the replacement of a damaged licence plate, or one whose reflective film is wearing off?

Yes. You may replace a licence plate that is damaged or defective (whose reflective film is peeling off) by making a request online. You will receive your new licence plate (bearing the same number) by mail, at the address in your SAAQ file.

If you are unable to make your request online, you can call us at 1-855-564-3170.

Can I reactivate a cancelled licence plate for my passenger vehicle or motorcycle?

Yes. Here are your options:

  • Make an appointment before going to a service outlet in order to avoid having to wait in line.
  • Go directly to a service outlet without making an appointment if the service outlet you plan to go to provides that option.

Can I obtain a temporary registration certificate (transit) for my vehicle?

Temporary registration certificates, or transits, are issued for vehicles that must undergo a mechanical inspection or receive proof of compliance. To obtain a transit, here are your options:

  • Make an appointment before going to a service outlet in order to avoid having to wait in line.
  • Go directly to a service outlet without making an appointment if the service outlet you plan to go to provides that option.

Back to top

6 - Traffic Accidents and Compensation

I am an accident victim. Will there be any changes to the indemnities I receive, given the current situation?

Our priority is to continue the payment of income replacement indemnities to accident victims.

Given the current situation, we will also do everything we can to avoid delays in the payment of other types of indemnities, including the reimbursement of expenses (personal home assistance, medical treatments, travel expenses, etc.).

I have just been in a traffic accident. When will I be able to receive an income replacement indemnity?

You must first complete a claim for compensation using our online service Filing a Claim for Compensation (Accident or Death Benefits). If you are eligible to receive an income replacement indemnity, you will receive this indemnity as soon as possible. You may also receive preliminary payments if applicable.

If your accident was minor and does not prevent you from working, you can file a claim for compensation. However, given the current situation, we are prioritizing the processing of claims for compensation for individuals who cannot work (income replacement indemnity).

Please note that you have 3 years from the date of your accident to file a claim for compensation.

Will online consultations and treatments with health care professionals be accepted and reimbursed?

In-person care is encouraged. However, when your situation and condition lend themselves well to this option, we will accept and reimburse online consultations and treatments with health care professionals (up to the maximum amount provided for in the case of in-clinic consultations) so long as they are carried out in accordance with the rules of the relevant professional corporation.

This option applies to the following health care professionals:

  • psychologists and neuropsychologists
  • physiotherapy professionals
  • occupational therapists
  • psychoeducators
  • guidance counsellors
  • chiropractors

What happens if a clinic cancels my medical treatments?

If your clinic has to cancel some of your treatments, it is important that you inform us as soon as possible using secure email. Remember to include your claim number. Given the current situation, this will not affect the payment of your indemnities.

What happens if I am unable to go to an appointment for a medical assessment?

Once your new appointment is scheduled, you will receive a new convocation by mail. You must confirm your presence by contacting your compensation officer or by secure email. Remember to include your claim number when you contact us by secure email. 

If you cannot go to the appointment, you must notify us as soon as possible.

What happens if I am unable to go to my appointment with my attending physician or for medical treatment?

Please contact your attending physician or health care professional (physiotherapist, occupational therapist, psychologist, etc.) to cancel your appointment. Next, inform us of the situation as soon as possible using secure email. Remember to include your claim number. 

If I cancel an appointment with a health care professional, will any cancellation fees related to the care or treatment I was supposed to received be reimbursed?

Cancellation fees will not be reimbursed. Only fees for the treatment or care received qualify for reimbursement.

Will the adaptation of my home or my vehicle be delayed?

At the moment, we are doing everything possible to keep delays to a minimum.

As part of the processing of my compensation file, I have to meet with an SAAQ representative. Will this meeting still take place?

No. Given the current situation, such appointments will be carried out by phone. This will also be the case for the processing of applications for review.

However, in-person meetings are gradually resuming for people who require the adaptation of their home. 

Are applications for an administrative review currently being processed? How can I send documents to the review officer responsible for my claim?

You can send your documents using our Reimbursement of Expenses and Document Submission online service, or fax them to 1-866-349-2759.

Although administrative review activities are still underway, people who are no longer able to work (income replacement indemnity) are being prioritized.

I have a hearing or a conciliation session with the Administrative Tribunal of Québec (TAQ). Do I still have to attend?

On this subject, we invite you to visit the website of the Administrative Tribunal of Québec (TAQ).

Back to top

7 - Mechanical Maintenance and Road Vehicle Inspection

Will road vehicle inspection agents remain open?

Road vehicle inspection agents are open and carrying out all types of vehicle inspections.

Back to top

8 - Safety and Transportation of Passengers

Can vehicle owners install partitions to protect passengers from the spread of COVID-19?

Where recommended by the Institut national de santé publique du Québec (INSPQ) or any other competent authority, protective partitions may be installed in vehicles in order to limit the spread of the COVID-19 virus.

In order to assist the owners of such vehicles, the SAAQ is offering safety tips with regard to the installation of these protective barriers (PDF, 536.5 ko)This file does not meet Web accessibility standards. (link in French only). The information in this guide is meant as advice only, and not requirements imposed by the SAAQ.

Can bus owners install partitions made of flexible material in their vehicles in order to limit the spread of the virus?

It is possible to install this type of partition to the right of the driver, so long as it permits high visibility on the right side. Drivers must also be able to quickly open or remove the partition in order to see better or to escape an emergency situation. However, drivers are not required to open the partition at each stop if they can see well enough.

For more information on the types of material that can be used, see section 1 of the safety tips with regard to the installation of these protective barriers (PDF, 536.5 ko)This file does not meet Web accessibility standards. (link in French only).

Back to top

9 - Commercial Vehicles

Will interest apply to the postponement of the payment of commercial vehicle and taxi registration renewal fees?

No. No interest will be charged during the postponement period.

Why must I store my commercial vehicles that are not in use?

To benefit from maximum storage savings, we recommend that you put your unused vehicles into storage before the registration deadline. Use our online services for businesses (in French only) on our website to store your commercial vehicles and taxis.

Back to top

10 - Accessible Parking Permits

Can I apply for an accessible parking permit?

Yes. You must fill out the Disabled Parking Permit Application, available on the Obtaining a Disabled Parking Permit webpage, and mail it to us. The form is currently not available in our service outlets.

If you need any help, call us:

Back to top