Service Statement to CitizensTo Ensure a Safe EnvironmentDate of publication : 2001
Latest Edition: 2008
Our Mission
To work together with our partners to ensure public security in Québec.
To fulfill its mission, the Ministry works in the following are
- Crime fighting and prevention, policing, and the protection of public and private interests
- Correctional services
- Emergency preparedness and fire fighting services
Service quality is a priority for the Ministry in all sectors of activity. Our staff is constantly striving to serve you well.
The Services and Clienteles Covered by this Statement
Services for the General Public
- General and specialized public safety information
- Awareness, prevention, and education on emergency preparedness, fire safety, and crime reduction
- Courthouse security
- Emergency services provided 24/7 by the Centre des opérations gouvernementales
Services for Disaster Victims: Citizens, Businesses, Municipalities, RCMs
- Administration of financial assistance to disaster victims
- Expertise and specialized emergency preparedness and fire safety advice
- Support for the preparation of fire reports and reports on fire safety activities
- Field response when disaster strikes
Services for Crime Victims
- Communication of information to victims, as per the terms and conditions set out in the Act respecting the Québec correctional system concerning eligibility, the granting of temporary leave to offenders sentenced to fewer than six months, and release from custody
Services for the Accused and Convicted Offenders
- Custody, sheltering and transportation of accused inmates and convicted offenders sentenced to less than two years
- Assessment of convicted offenders
- Preparation of rehabilitation plans in order to safely reintegrate offenders into the community
- Monitoring, supervision, and assistance to both inmates in detention facilities as well as persons in open custody (probation, conditional sentences, temporary leave, parole)
Our General Commitments
Access to our Services and Staff
- Give you access to our services by phone, mail, fax, or Internet, or by visiting one of our offices between 8:30 a.m. and 12:00 p.m. or between 1 p.m. and 4:30 p.m., Monday to Friday
- Ensure 24/7 access to our website and update the site regularly
- Optimize online service delivery
- Answer your phone call in under 30 seconds
- Return your call within one working day
- Adapt our services to the needs of handicapped persons (implementation of the Plan d’action à l’égard des personnes handicapées)
Staff Courtesy and Respect
- Serve you promptly with courtesy and respect
- Put at your disposal our staff’s skill and professionalism
- Process your application or inquiry fairly and impartially
- Use simple, clear, and precise language orally and in writing
- Ensure that all staff members you communicate with identify themselves
The Handling of your Application or Inquiry
- Acknowledge receipt within three working days of any inquiry or financial aid application you send to us
- Make first contact by telephone within 15 working days when you submit a financial aid application under the financial assistance to disaster victims programs
- Process inquiries within 15 working days
Protection of Personal Information and Access to Public Documents
- Ensure the protection of your personal information in compliance with the provisions of the Act Respecting Access to Documents Held by Public Bodies and the Protection of Personal Information by limiting their consultation and restricting their access to authorized personnel only
- Provide you with access to public documents within 20 days or, failing this, within a maximum of 10 additional days
Our Specific Commitments Toward the Accused and Convicted Offenders
- Depending on the length of the sentence, the individual's status, and the nature of the offense:
- Conduct an assessment of all individuals in custody
- Develop rehabilitation plans for all individuals in custody
- Develop and offer programs and services to facilitate social reintegration
To Serve you Better
To help us provide you with quality services and meet our commitments, we need your help to:
- Respond in a timely fashion to all requests for information and related documents needed to process your application
- Inform us quickly of any changes to your application
Complaints or Comments about the Quality of our Services
If you have a comment or complaint, you can contact us at our General Inquiries or Complaints, in person or by phone, mail, fax or email. Any oral or written expression of dissatisfaction concerning the quality of services or programs or the behavior of employees will be treated as a complaint.
The Ministry considers all comments and complaints of the utmost importance in its continuous effort to improve the quality of service.
Our Commitment Concerning Complaints
- Acknowledge receipt within three working days
- Process your complaint within 20 working days or, failing that, inform you of when we will likely respond
- Complaints from visitors to detention facilities must be directed to General Inquiries or Complaints.
- Complaints about the conduct of on-duty police officers or special constables in breach of the Code of Ethics of Québec Police Officers must be addressed to the Commissaire à la déontologie policière.
- Complaints from the accused and convicted offenders must be addressed to the Services correctionnels du Québec. Those who wish to file a complaint may do so in writing by filling out the appropriate form, which is distributed to complainants by correctional staff (in open custody and detention facilities).
