Positive feedback, complaint or comment

Filing a complaint regarding an SAAQ service

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You can express your dissatisfaction regarding a service offered by the SAAQ using our online form, or by mail, by fax or by telephone.

Step 1 - Express your dissatisfaction

We suggest that you first discuss your situation with one of the following people:

  • a customer service representative
  • the employee assigned to your file
  • if applicable, the immediate supervisor of the employee with whom you have had contact

The person you speak with may be able to offer a satisfactory solution.

When you communicate with the SAAQ, always note:

  • the name of the employees with whom you speak
  • the date of the telephone calls you receive or make
  • a summary of the discussions
  • the results of your discussions

Step 2 - File a complaint if you are still unsatisfied

If you are not satisfied with the solution offered by the person you speak with, you can file a complaint. If you decide to do so, we will ask you to provide the information we need in order to open a file regarding your complaint. If necessary, you may be asked to provide additional information when your complaint is analyzed by the appropriate department.

Who may file a complaint?

Any person or business may file a complaint.

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

Who may not file a complaint?

Situations where a complaint cannot be processed

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


There are different ways to file a complaint with our customer satisfaction centre.

Online form

The online form provides a quick and easy way for you to file your complaint.

Form for individuals    Form for businesses (in French only)

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 deaf or 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.

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

Fax

418 646-4777 or 1 866 632-2189


If you remain dissatisfied even after receiving a response to your complaint, ask about the recourse options available to you.

What you should know

Service commitments and processing time

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

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

Complaints are processed within 15 business days of their receipt.

The SAAQ is committed to providing superior service. What you have to say is important to us. Thank you for taking the time to contact us.

Please note that we do not follow up on anonymous complaints and we do not respond to complaints that have hateful, threatening or harassing content.