Épargne Placements Québec and its staff are pleased to show you this service statement. Since it was formed, Épargne Placements Québec has made the quality of service a priority and is committed to meeting your expectations to the best of its ability.
Mission
Épargne Placements Québec seeks to foster the financial security of Quebecers by offering a range of advantageous savings products fully guaranteed by the Québec government. Épargne Placements Québec enables them to contribute, through their savings, to the development of Québec as a whole.
Clientele
Épargne Placements Québec products are offered to individuals, corporations or legal persons, successions, foundations and trusts domiciled in Québec.
Commitment on the quality of services
Épargne Placements Québec is committed to providing :
Be available to help clients, listen attentively to them, and give them opportunities to express themselves. Treat clients in a courteous, respectful and empathetic manner.
Provide dedicated service in a seamless, comprehensive and reliable manner.
Ensure timely and efficient processing of requests and transactions.
Ensure discretion and confidentiality of the client’s personal information, which is to be used for the intended purposes.
Streamline processes by keeping the number of steps to a minimum.
Handle the client’s request with the utmost consideration for fairness and impartiality.
Take into consideration the client’s specific needs.
Commitments on the organization’s service standards
Transactional website
We provide clients with a transactional website that is easy to use and accessible from the device of their choice.
| Commitment on service standards |
Target |
| Provide comprehensive, user-friendly, secure digital services available 24/7(1) |
The “Online transactions” section is available 99% of the time. |
(1) Excluding planned maintenance periods.
Request for information through our website
We are committed to ensuring that your requests are processed in a timely manner according to a rigorous and consistent procedure.
| Commitment on service standards |
Target |
| Follow up on your request for information submitted through our website within two business days. |
For 80% of requests. |
Customer relations centre
Our Customer Relations Centre is open Monday through Friday, 8:00 a.m. to 5:00 p.m. We are committed to responding promptly to your call and answering all of your questions on your first call.
| Commitment on service standards |
Targets |
| Respond promptly to your call. |
Within an average of less than 10 minutes. |
| Resolve your request in one call. |
For 70% of calls processed. |
Responsibilities, recourse and complaints
Our employees treat you with courtesy and respect. We expect the same treatment in return. We do not tolerate vulgar, sexist, racist, xenophobic or discriminatory language. Please maintain a respectful attitude and language at all times.
To help us fulfill our commitments, you must notify us immediately of any changes to your banking or personal information.
If you are dissatisfied with a service provided, we invite you to let us know. We are committed to listening to your comments and suggestions and using them to improve our services.
Follow up on your complaint
If you remain dissatisfied despite our efforts to serve you, you may file a complaint about the quality of the services you received.
Upon receipt of a complaint made through our website, we will confirm receipt and respond within the following timeframes:
| Commitments on service standards |
Targets |
| Confirm receipt of your complaint within two business days. |
For 95% of complaints received. |
| Respond to your complaint within five business days. |
For 95% of complaints received. |
Last update: April 3, 2023
