Our commitments
The Directeur de l’état civil strives constantly to improve the services it offers citizens, as indicated in its Statement of commitment, an initiative that formulates its commitment to public service quality.
In carrying out its mission, over the years, the Directeur de l’état civil has made an effort to improve the quality of its interventions involving citizens. This statement affirms its desire to pursue this policy. It constitutes a reference framework for staff and a guideline reflecting public expectations. It contains our service quality commitments and how we intend to honour them.
Mission
Created on January 1, 1994, the Directeur de l’état civil is a public officer mandated under Québec’s Civil Code.
In Québec, the Directeur de l’état civil is the only civil status officer authorized to draw up birth, marriage, civil union and death certificates and to issue authentic documents related to these events.
Client attitude
Welcome citizens respectfully, courteously and diligently. All staff members share these values and endeavour to be pleasant, and open to citizens, listening to them and giving them the best possible service.
Respect: Each person is welcomed courteously and discreetly. Each case is listened to attentively and empathetically.
Diligence: The request is processed within a reasonable time by qualified staff.
Justice and equity: Everyone has an opportunity to fully explain his or her viewpoint and receive impartial treatment. Special situations are taken into account and all decisions are made in a context of human rights.
Service dispensing
| Processing of certificate and copy of act |
Processing period (excluding delivery) |
|---|---|
| Normal deadline | Within 12 business days |
| Accelerated deadline | Within 3 business days |
| Phone call response | Response time |
| Holding time before speaking with an attendant | Within 3 minutes |
| Over-the-counter response | Response time |
| Waiting time before meeting with an attendant | Whitin 30 minutes |
Citizen’s responsabilities
In order to obtain the service you expect within the time indicated, you must provide the information and documents needed to process your request.
We will give careful attention to any comment, suggestion or complaint you make in order to maintain and improve our service quality.
By informing us of your projects and supplying the relevant information in your possession, you help us to better serve you.
We are counting on you!
Reviewed: 2009-04-07
If you want to make a comment, a suggestion or a complaint,
feel free to contact the Bureau de la qualité des services
