Public Service Statement
President's message
The quality of customer service is a top priority for the Commission des transports du Québec. During recent years, while maintaining our traditional service delivery modes, we have emphasized the development of e services that are easily accessible to carriers. This approach has yielded very good results.
With a customer satisfaction rate of 96%, in the years to come, we will keep improving the accessibility and quality of our services. For this purpose, we count on the participation of our staff, which responds to the public's needs every day. The achievement of the objectives set out in this Service Statement is closely monitored, and we provide our results in our annual management report.
Daniel Bureau
President
Our mission
Our mission is to increase safe conduct by carriers, participate in economic development by promoting a supply of transport services that meets the public's expectations, and support equity in the transportation industry, all within a sustainable development perspective.
A wide range of products and services
To fulfill its mission of ensuring public safety and preserving the road network, the Commission registers owners and operators of heavy vehicles in its register and assigns them a safety rating.
It intervenes in the case of carriers whose conduct presents a risk with regard to road safety or threatens the integrity of the road network. Through its decisions, the Commission can impose conditions on them in order to correct deficiencies. However, when a person's conduct deteriorates in such a way that no measure can remedy the situation, the Commission may suspend his or her right to operate heavy vehicles or to put them in operation.
The Commission may also order the Société de l'assurance automobile du Québec to prohibit a driver from operating a heavy vehicle.
The Commission maintains an up-to-date-list of transport service intermediaries. It issues permits to transport passengers by water and certificates of competency in the rail transportation sector.
To regulate economic activity, the Commission issues permits in the taxi transportation, bus transportation and bulk trucking brokerage services sectors and maintains the bulk trucking register up-to-date. It establishes the pricing of certain transportation services, particularly in the taxi industry.
Quality services
The following sections present the service objectives to which all members of the Commission's staff subscribe.
Accessible services
The Commission constantly seeks to offer you accessible services. The Commission's services can be obtained in various ways, whether in person at our offices, or by mail, fax, telephone or Internet. You have thereby access to:
- customer service offered without interruption from Monday to Friday, from 8:30 a.m. to 4:30 p.m., except for Wednesday when the service is offered from 10 a.m.;
- a Web site and an automated telephone service available at all times.
You also have the possibility of:
- registering or renewing your registration in the Register of owners and operators of heavy vehicles and on the list of transport service intermediaries at the service centres of the Société de l'assurance automobile du Québec;
- obtaining these same services from our private mandatories, who are identified on our Web site. Some are accessible at all times to respond to special situations. Note that additional fees are charged by these mandatories.
If you are summoned before the Commission, you may also:
- request that your hearing be held by videoconference, if you are in a region far from Québec or Montréal.
One-stop center for carriers
In addition to providing you with plenty of information, the one-stop center for carriers delivers the following services:
- registration and update in the Register of owners and operators of heavy vehicles;
- transmission of your inquiries by the Internet;
- registration of your enterprise with the Registraire des
entreprises; - obtaining IFTA permits, stickers and certificates for occasional trips (COT);
- registration with the Commission de la santé et de la sécurité du travail;
- payment of fines;
- obtaining various forms;*
- consultation :
- corporate or individual files (permit, safety rating,* current applications);
- notices or applications published by the Commission;
- the Commission's decisions;
- list of transport service intermediaries;*
- list of persons who have been given “unsatisfactory” safety rating;
- list of taximeter mandatories.
* These services are also accessible through the automated telephone service.
Services based on customer satisfaction
The Commission's constant concern is to provide you with courteous service. You can count on us to:
- take your call in less than 90 seconds;
- know the identity of the person who will be speaking with you;
- ensure that respect and listening to your needs characterize our exchanges;
- pay attention to your special concerns if you are a person with a disability;
- provide you with clear, appropriate and accurate information that meets your expectations;
- protect, retain and use your personal information in total security:
- call you back, if necessary, the same day or the next business day;
- meet you within 20 minutes of your arrival at our offices or inform you of a longer waiting period;
- register you in the Register of owners and operators of heavy vehicles or on the list of transport service intermediaries within the following times;1.
- within 45 minutes, if you visit our offices. For an update, the time is 30 minutes;
- no later than the next business day, when the application is transmitted by fax or Internet.
Please note that any new passenger carrier will be required to submit to an evaluation of his or her knowledge, which could extend the registration time.
- send you our decision, after receiving your application, within the following times (except if your application must be submitted to a commissioner):
- 25 working days for the transfer of a taxi owner's permit;
- 5 working days for the transfer of a registration in the bulk trucking register;
- 3 working days for the authorization to transfer or dispose of a heavy vehicle;
- render our decision within 90 days following the hearing concerning the issuance of a:
- bus transportation permit;
- taxi owner's permit, in a servicing area where the maximum issuable number of permits has not been reached;
- send you the documentation required to renew your registration or your permit, at least 30 days before the deadline, when it is renewable with the Commission.
1. Anticipated changes to the definition of a heavy vehicle could result in a larger Commission clientele, an increased number of service requests and longer wait times.
How to receive these services within stated times
We count on your cooperation to help us achieve our objectives. You are responsible for submitting an application that meets legal requirements, providing us with complete information and with all the documents necessary to process your file, and for paying the required fees or duties.
Our priority: your satisfaction
Any suggestions, comments or complaints regarding our services?
Please send us your feedback:
545, boulevard Crémazie Est,
10th floor, Suite 1000
Montréal (Québec) H2M 2V1
Email: suggestions.plaintes@ctq.gouv.qc.ca
Telephone: 1 888 461-2433 (toll free)
Fax: 514 873-3342
We attach great importance to your comments and complaints, because they help us understand your needs better and constantly improve the quality of the services you have the right to expect from us. You can be sure that we will receive them positively and treat them with discretion.
The Commission will give you confirmation, within 2 business days of receipt, that someone has taken charge of your comment or complaint, which will be processed within 21 days.
