Declaration of services to the public

The declaration of services to the public of the Régie du bâtiment du Québec (RBQ) reflects all of the commitments that it intends to make to draw closer to the public and to enterprises. The declaration stems from obligations stipulated in the Public Administration Act, one of whose objectives is to improve the quality of services.

The RBQ is taking all of the steps necessary to meet your expectations. Should you be dissatisfied, do not hesitate to contact the Commissaire à la qualité des services aux citoyens, whose mandate consists primarily in receiving and handling complaints related to service delivery.

The Declaration of services to the public [Fr] – PDF (1,1 MB) clearly reveals the importance that the RBQ attaches to the quality of services. It deems such quality to be a basic, essential priority.

Commissaire à la qualité des services aux citoyens

The role of the Commissaire à la qualité des services aux citoyens is to ensure the continuous improvement of the services that the RBQ offers. This approach reflects the RBQ’s determination to review its procedures, reassess itself and make the adjustments necessary to ensure continuous improvement.

The Commissaire’s role consists in:

• dealing with your complaint respectfully, fairly and transparently;
• assembling all of the relevant information;
• analysing the complaint and pinpointing the source of the problem;
• recommending a solution to resolve the problem;
• informing you of the solutions adopted to satisfy your request.

If the RBQ is unable to act upon your concern, the Commissaire undertakes to:

• clearly explain to you why the RBQ is unable to act upon your request;
• direct you to other authorities that may be able to meet your expectations, as the case may be.

Are you dissatisfied with the service received?

Do you wish to make suggestions, voice objections or lodge complaints? Do you wish to notify us of a situation that you deem to be unfair or unjust? Do you believe that a member of our staff has not given one of your requests the attention it warrants?

Bring the matter to the attention of the Commissaire à la qualité des services aux citoyens, who will contact you within two business days and respond to your request within 20 days.

Make a complaint

To make a complaint, you can fill the online form Complaint concerning the quality of the services delivered by the personnel of the RBQ or send your complaint by email or by regular mail:

Commissaire à la qualité des services aux citoyens

Régie du bâtiment du Québec

Commissaire à la qualité des services aux citoyens
545, boulevard Crémazie Est, 3e étage
Montréal (Québec) H2M 2V2
Téléphone: 1 866 274-6678 ou 514 873-0841
Télécopieur: 514 864-9303

Courriel: declarationservices@rbq.gouv.qc.ca