Satisfaction, Complaint or Comment

The Société de l’assurance automobile du Québec wants to hear about your satisfaction, complaints or comments in order to offer you better service.

Who may express their satisfaction, file a complaint or submit a comment?

Any person or business may express their satisfaction, file a complaint or submit a comment.

Individuals and businesses may have a representative act on their behalf, provided that authorization to do so has been granted.

A representative may be: 

  • a family member or a friend
  • an association
  • an attorney
Useful information

Anonymous complaints or comments

No follow-up is provided in the case of anonymous complaints or comments.

Who may not file a complaint or submit a comment?

Our service and product suppliers, our subcontractors and the associations representing them may not file a complaint or submit a comment.

Situations where a complaint or comment cannot be processed

  • The complaint is already subject to legal proceedings or an administrative review.
  • The complaint or comment concerns police ethics, our internal management, personnel management or staff relations.
  • All other avenues to re-evaluate the complaint have been exhausted.
  • The complaint or comment concerns the denunciation of another person.
  • The complaint or comment concerns a service offered by another government department or agency, a private business or a non-profit organization.

To express your satisfaction or to submit a comment 

Use our secure email to express your satisfaction or to submit a comment.

To file a complaint

Express your dissatisfaction

First, discuss your situation with one of the following people:

  • a customer service representative. Visit our To Reach Us page to find the telephone number
  • the employee assigned to your file
  • the immediate supervisor of the employee with whom you have had contact

When you communicate with the SAAQ, always note:

  • the name of the employees with whom you are speaking
  • the date of the telephone calls you received or made
  • a summary of the discussions
  • the results of your discussions

If you are still unsatisfied

Are you still unsatisfied? File a complaint with our customer satisfaction centre.

The customer satisfaction centre will record your complaint confidentially. You will have to provide information to help us process your complaint quickly. Your complaint will then be forwarded to the appropriate department. You may be asked to provide additional information.

Are you still unsatisfied with the response to your complaint? Find out more about recourse options available to you.

Commitments and processing time

In keeping with our values and commitments, we will process your complaint or comment fairly and confidentially.

Your complaint or comment will have no bearing on your file at the SAAQ. 

Complaints and comments are processed within 15 business days of their receipt.

To Reach Us

By Secure Email

You must fill out the form, which will be sent to us through our secure email system in all confidentiality.

For individuals

For businesses

Useful information

Do not use this form to… 

  • Obtain general information. Use the secure email form
  • File a claim for compensation
  • Obtain information regarding an application for a job or internship. See our Careers section (in French only)
  • Obtain information regarding your complaint or comment. Contact our customer satisfaction centre by calling 418-528-4949 or 1-866-891-6545

By Telephone

From Monday to Friday, between 8:30 a.m. and 4:30 p.m., except statutory holidays
418-528-4949 or 1-866-891-6545

People who are hard of hearing

The Bell Relay service supports communication by phone between hearing people and people who are deaf or hard of hearing, or who have speech disorders. Professionally trained operators act as intermediaries to facilitate the call.

Monday to Friday: 8:30 a.m. to 4:30 p.m.
To use this service, call 711.

By Mail

Centre de la satisfaction des clientèles
Société de l’assurance automobile du Québec
333, boulevard Jean-Lesage, E-M-30
Québec (Québec) G1K 8J6

By Fax

418-646-4777 or 1-866-632-2189

Useful information

We do not respond to complaints or comments that have hateful, threatening or harassing content.