Declaration of Services to Citizens

A key mission in Québec society

The Ministère has a mandate to develop and propose policies for the Québec government’s consideration in the areas of preschool, elementary and secondary education, college education, higher education and research (with the exception of education that comes under the jurisdiction of other ministries) as well as in the areas of recreation and sports. More specifically, the Ministère:

  • promotes education, recreation and sports
  • helps raise the level of scientific, cultural and professional achievement as well as the level of achievement in recreation and sports within Québec by promoting, developing and supporting initiatives in these fields
  • furthers access to the higher forms of learning and culture for any person who has the desire and ability to pursue activities in this regard
  • contributes to the harmonization of educational orientations and activities with general government policy and with economic, social and cultural needs

Services available to Québec’s citizens

The Ministère acts in concert with many partners. It also offers certain services directly to citizens and ensures that there is a constant concern for quality in the provision of these services, which are described below.

General information and documentation:

  • In response to requests for general information and documents

Processing of complaints

  • In response to complaints

Services in the area of education:

  • Response to requests for student financial assistance
  • Response to requests for a review of decisions regarding student financial assistance
  • Response to requests for certificates of eligibility for instruction in English for the current or upcoming school year
  • issuing of proofs of studies:
    • secondary education Cet hyperlien s'ouvrira dans une nouvelle fenêtre.: statements of marks, achievement records, diplomas or attestations of equivalence of secondary studies in the youth and adult sectors
    • college education Cet hyperlien s'ouvrira dans une nouvelle fenêtre.: certification of a college diploma awarded, a duplicate Diploma of College Studies or a confirmation of the validity of a college diploma issued by the Ministère
  • Response to requests for teaching licences, including provisional teaching authorizations and teaching permits, teaching permits in vocational training or teaching diplomas issued by the Ministère

Services in the area of sports and recreation:

  • Response to requests for financial assistance in the areas of sports and physical activity as well as recreation
  • Professional support with regard to recreation and sports for community organizations, support activities for various client groups and the promotion of sports, recreation and a physically active lifestyle and their positive effects
  • Intervention in the area of security and integrity as they apply to providers and users of sports and recreational services

Specific commitments with respect to quality of services

Since quality is a fundamental value motivating the staff of the Ministère as they carry out their duties, special attention is devoted to all those who make a service request. To offer quality service that meets the needs of Québec’s citizens is a constant concern of the Ministère, and this is why it is proud to make a commitment to serve them to the best of its ability.

Courteous and competent staff at the service of the population

When citizens request a service of the Ministère, in person or by some other means, they can expect:

  • to be served politely and to know the identity of everyone they are dealing with
  • that the confidential nature of the matter at hand will be respected
  • that their request will be dealt with in an equitable, impartial and transparent manner
  • to obtain clear and precise explanations
  • to obtain the support needed to complete any necessary forms or make a request
  • to receive a prompt acknowledgment of any requests made in writing
  • to be directed toward an appropriate body if the Ministère is not the one directly responsible for the service in question

Available services

So that everyone has access to all its services, the Ministère also undertakes to ensure:

  • that the services are offered from Monday to Friday, from 8:30 a.m. to 12 noon, and from 1:00 p.m. to 4:30 p.m., except on holidays
  • that the public has access to toll-free telephone lines for the full range of services listed above, if local telephone lines are not available
  • that it has a presence on the Internet, so that Québec citizens always have access to its numerous services, including general and specialized information, requests for student financial assistance, requests for documents pertaining to the certification of college studies, contact information for educational institutions, statistics and various programs in the areas of sports and recreation
  • that these offices are easily accessible to people with disabilities, and that all necessary means will be taken to provide them with the best possible adapted services; in this regard, adjustments to the Ministère’s service delivery are provided for in its annual action plan, which is available to the public  

Service requests processed within specific time periods

The Ministère undertakes to diligently follow up all service requests it receives and to process them within specific time periods once it has all the information it requires. These time periods are calculated in calendar days if they pertain to a request for a review of a decision regarding an amount of student financial assistance, or in working days for all other services. These time periods do not include the time required for postal services. The Ministère’s commitments are as follows:

Services offered

Waiting periods

Specifications

General information and documentation

Provision of general information

10 days

Verbal or written request; if the request does not involve general information, it will quickly be passed on to the sector concerned.

Provision of a publication or the result of a document search

10 days

Verbal or written request

Student financial assistance

Reply to an application for student financial assistance

20 days

Reply to a request for a review of decisions regarding student financial assistance

28 calendar days

Written request

Certificates of eligibility for instruction in English

Reply to an application for a certificate of eligibility for instruction in English

10 days

Duly completed application

Proof of secondary school studies

Transmission of a statement of marks or an achievement record issued after 1978

The same day

Request made in person, with proof of identity, at the head office of the Ministère, in Québec City, or in Montréal.

10 days

Written request

Transmission of a diploma or an attestation of equivalence of secondary studies issued after 1978

10 days

Written request

 

A single official document is issued. The Ministère subsequently provides a duplicate original.

Transmission of a statement of marks, an achievement record, a diploma or an attestation of equivalence of secondary studies in the case of a document issued in or before 1978

10 days

Written request

 

A single official diploma or attestation of secondary studies is issued. The Ministère subsequently provides a duplicate original.

Attestations of college studies

Transmission of a duplicate of a diploma issued by the Ministère

10 days

For attestations of college studies issued by an educational institution, contact the institution directly.

Confirmation of the validity of a college diploma issued by the Ministère

5 days

Written permission to issue the document must first be granted by the holder.

Transmission of a certified copy of a document issued by the Ministère

10 days

For attestations of college studies issued by an educational institution, contact the institution directly.

Provision of a transcript or an attestation of studies when this document has been issued by a private college that has closed

10 days

If the document is available

Teaching licences

Reply to an application for a teaching licence

60 days

This waiting period allows time for a verification of the candidate’s judicial records as well as a study of the file by the examining committee, which sits once a month.

Financial assistance for recreation and sports

Reply to an application for a grant for support programs in the area of sports:

  • Équipe Québec
  • Sporting events
  • Sports federations
  • Plan for the development of excellence in sports 

45 days

When applicable, the waiting period begins on the application deadline, which is set annually.

Reply to an application for a grant for support for recreational organizations

45 days

The waiting period begins on the application deadline, which is set annually.