Épargne Placements Québec

Our objective: your satisfaction

OUR COMMITMENT

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 to the public a priority, as is shown in its mission and objectives. This service statement sets out our commitment to offer quality services that meet your expectations to the best of our ability.

OUR MISSION

Épargne Placements Québec seeks to foster the financial security of Quebecers by offering a range of advantageous savings and retirement 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.

Our objectives:

  • Build a high level of trust with 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), a tax‑free savings account (TFSA), a registered retirement savings plan (RRSP), a registered retirement income fund (RRIF), a locked‑in retirement account (LIRA) or a 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:

  • 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.
  • Answer your calls promptly, i.e. within an average of 75 seconds.
  • Return your call within a maximum of one working day.
  • Follow‑up on a request for information you make on our website within a maximum of two working 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 relevant, accurate and consistent information and offer continuously updated information in the “Online transactions” section of 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 regarding 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.
  • Offer tools that allow you to carry out your transactions easily.

ACCESSIBLE SERVICES

You expect to have easy access to products and services.

Our objectives:

  • Provide you with a website with all the necessary information to enjoy our products and services.
  • Offer online services that allow you to carry out your transactions efficiently and securely.
  • Ensure that our call centre is easily accessible and allows you to get the right service for your situation.

OUR QUALITY OF SERVICE MANAGEMENT

  • We undertake to be attentive to your comments and suggestions, and to use them to improve our services.
  • We invite you to share your comments and suggestions with one of our investment officers by email via our website, by phone, or by mail at:

    Customer Service
    Épargne Placements Québec
    800, place D’Youville, 20e étage
    Québec (Québec)  G1R 5W3

OUR COMPLAINTS MANAGEMENT

  • We undertake to deal immediately with any complaint received by telephone or in person. If that is not possible, it will be looked into within 24 hours.
  • Upon receipt of any complaint by email via our website or by mail, we undertake to reply or send a confirmation of receipt 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.

Over the Internet
epq.gouv.qc.ca

By phone

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

By mail
Épargne Placements Québec
800, place D’Youville, 20e étage
Québec (Québec)  G1R 5W3

PRESENTATION OF RESULTS

With respect to the commitments made in its service statement, Épargne Placements Québec is proud to inform you of the results of the latest survey of its customers conducted in the fall of 2019. The results compared with the performance indicators of the customer relations centre as well as the overall results concerning Épargne Placements Québec are also presented. Simply click on the following link to access the results.

Results