Statement of service to public

Direction générale de l'encadrement du secteur financier et des personnes morales

Main objectives:

  • Respond to certification applications and annual certificate applications and formulate appropriate recommendations within at most a few weeks following the date the application is filed if the company has provided all the relevant information.
  • Ensure that requests for information by telephone are forwarded to a competent person who will provide the relevant information on the program concerned or the processing of an application.
  • Offer the possibility of meeting with professionals of the Direction for information requested by the company.

Customer service is very important for the Direction générale de l'encadrement du secteur financier et des personnes morales. Its staff constantly and rigorously follows up on the files assigned to it.

Épargne Placements Québec

Our objective: Your satisfaction

Our mission

Épargne Placements Québec seeks to foster Quebecers' financial security by offering a range of attractive savings and retirement products fully guaranteed by the Québec government.

Épargne Placements Québec allows them to contribute, through their savings, to the development of Québec as a whole.

Our objectives:

  • Maintain a high level of confidence with each of our customers.
  • Place the quality of our relation with our customers at the centre of our daily activities.
  • Offer quality services that meet the expectations of our customers.

Our offer

Épargne Placements Québec offers a range of safe savings and retirement products: products that are redeemable at any time, term products and stock-index products.

Most of these products can be held in an Investment Savings Account (non-registered), tax-free savings account (TFSA), registered retirement savings plan (RRSP), registered retirement income fund (RRIF), locked-in retirement account (LIRA) and life income fund (LIF).

Our customers

Épargne Placements Québec products are offered to individuals, corporations or legal persons, successions, foundations and trusts domiciled in Québec.

Confidential services

You expect services to be provided in a way that fosters a relation of confidence.

Our objectives:

  • Protect the confidentiality of the information in your file by implementing rigorous controls and informing our staff of the obligations regarding protection of personal information.
  • Ensure that the rules and procedures regarding security of transactions satisfy the highest standards in this regard.
  • Keep personal information confidential and allow it to be used solely for the purposes stipulated in the Act respecting Access to documents held by public bodies and the Protection of personal information (CQLR, chapter A-2.1).

Efficient operation

You want your transactions and information requests to be carried out as quickly as possible, rigorously and consistently.

Our objectives:

  • Answer your calls promptly, i.e. within an average of 75 seconds.
  • Process your transactions as quickly as possible, i.e. within 24 hours if the request is made before 2 p.m. and within 48 hours otherwise.
  • Record your transactions accurately and keep the information in your file up-to-date.
  • Return your call within a maximum of one business day.
  • Follow-up on a request for information you make on our website within a maximum of two business days.

Information you can use

You want the information you receive to be useful, accurate and complete.

Our objectives:

  • Inform you adequately on the products and services offered.
  • Communicate with you clearly, concisely and comprehensibly and take care that we have answered your questions.
  • Provide accurate and compliant data, particularly on transaction confirmations, quarterly portfolio statements, tax information slips and daily investment summaries available on the website.

Courteous staff

You want staff to treat you with consideration.

Our objectives:

  • Welcome you courteously and listen to you attentively.
  • Be polite and understanding in our communications with you.

A skilled team

You rely on a skilled team to receive the best possible service.

Our objectives:

  • Ensure that all our staff are duly qualified.
  • Supervise them appropriately.
  • Provide them with ongoing training on products and services as well as on the procedures in effect.

Easy procedures

You expect procedures concerning products and services to be simple.

Our objectives:

  • As far as possible, simplify the steps required to open an account or carry out transactions at Épargne Placements Québec.
  • Undertake, as quickly as possible, to carry out your transactions regardless of the means used (by telephone, in person, over the Internet, by mail or by fax).

Accessible services

You expect to have easy access to products and services.

Our objectives:

  • Keep our call centre open beyond normal business hours, i.e. Monday through Friday from 8 a.m. to 8 p.m., and during RRSP season, Saturdays in February from 10 a.m. to 4 p.m. at:

    1 800 463-5229
    (toll-free: Canada and the United States)
  • Welcome customers at our offices, Monday through Friday, from 8 a.m. to 5 p.m.
  • Keep our website accessible and up-to-date: www.epq.gouv.qc.ca
  • Make our offices accessible to individuals with reduced mobility.

Our quality of service management

  • We undertake to be attentive to your comments and suggestions and to make use of them to improve our services.
  • We invite you to send us your comments and suggestions either by telephone, to one of our investment officers, by email via our website, by fax or by mail to:

    Responsable de la qualité des services
    Épargne Placements Québec
    333, Grande Allée Est
    Québec (Québec) G1R 5W3

Our complaints management

  • We undertake to deal immediately with any complaint received by telephone or in person. If that is impossible, it will be looked into within 24 hours.
  • For every request we receive, we undertake to send a reply or an acknowledgement of receipt with a commitment to follow-up within a maximum of 48 hours.

Our performance monitoring

  • We are determined to respond to our customers' expectations by achieving our objectives and monitoring results on a regular basis.
  • We undertake to measure periodically, using surveys, your degree of satisfaction regarding the products and services we offer.

By phone
Monday through Friday
from 8 a.m. to 8 p.m.

1 800 463-5229
(toll-free: Canada and United States)

At our offices
Monday through Friday
from 8 a.m. to 5 p.m.

333, Grande Allée Est
Québec (Québec) G1R 5W3

By fax
1 855 521-6464
(toll-free: Canada and United States)

Over the Internet
www.epq.gouv.qc.ca