Customer service declaration

The Commission de la construction du Québec (CCQ) is, above all, an organization that serves clients in the construction industry.

The organization has ten points de service in the main municipalities of Québec. Since most requests can be made by telephone and in order to minimize the need for clients to travel, the CCQ has call centres with more than 50 information agents to make access to its services easy and efficient.

The CCQ’s goal in service provision is to place clients in contact with the person they need to speak to as quickly as possible. The CCQ has also instituted a quality assurance program aimed at supporting our public commitments presented below.

Customer Service Declaration

With a concern for improving its services, the CCQ commits itself to offering its clients:

• Services available 24/7 throughout the province through our automated services. For clients who prefer accessing our services by telephone, email or in-person your request will be answered within a reasonable time frame;
• Services requiring a minimum of steps;
• Services that guarantee high-quality, standardized information;
• Services adapted to specific needs, particularly those of people with functional, visual, hearing or intellectual disabilities;
• Services offered by courteous, skilled staff who listen to your needs and are committed to ensuring the continuous improvement of our services.

The Customer Service Declaration contains the commitments that the CCQ and its staff make to its clients. These commitments express the CCQ’s intention to offer high-quality service, especially to workers and employers in the construction industry. They also take into account the expectations that these clienteles have expressed in surveys. This declaration falls under the Customer Service Policy adopted by the CCQ in 1998.

Our results with regard to fulfilling our commitments are published in the annual management report submitted to the National Assembly of Québec.

Our Commitments

If you contact us by telephone:

• You will receive a response within three minutes of asking to speak with an agent, except during the period between noon and 1:00 PM, when it is difficult to maintain this schedule;
• If you are an employer using the dedicated employer telephone line, you will receive a response within two minute, except during the period between noon and 1:00 PM, when it is difficult to maintain this schedule;
• If you use the line dedicated to training and upgrading courses and are asked to leave a voicemail message, we will return your call within two business days.

If you come to our offices:

• You will have access to an agent within 20 minutes of your arrival; if we cannot respect this time frame, we will inform you.

If you send us an e-mail:

• If you are a worker, you will receive a reply to your message in less than two working days;
• If you are an employer or an employer or union association, you will receive a reply in less than one working day;
• Messages from the general public will be answered in less than three working days.

All the following time frames become relevant once we have received a completed application.