Public Service Statement
The following commitments apply to the Ministère de l’Environnement et de la Lutte contre les changements climatiques (MELCC)
As stated in the Environment Quality Act, “Every person has a right to a healthy environment and to its protection, and to the protection of the living species inhabiting it.” This right, which belongs to current and future generations, is ensured by everyone’s commitment to protect the environment, fauna and flora.
The Ministère de l’Environnement et de la Lutte contre les changements climatiques (MELCC) plays an essential role in supporting this shared responsibility regarding protection, and offers the public its full attention and professional know-how.
All its interventions are guided by the desire to respond in a manner that is tailored to your needs and to the situations that may arise. The MELCC strives to adequately respond to your concerns by creating a common ground for collaboration and agreement. Its actions are based on such values as equity, rigour, responsibility, transparency and respect.
In a conscious effort to share and successfully meet the many environmental challenges that Québec society faces, the MELCC pledges to provide the population with service that is accessible, courteous, dedicated and fair, within the context of its mission and its fields of intervention:
The main services offered by the MELCC are as follows:
When you leave a voicemail message, we will respond within one business day. You will be able to talk to someone if you so wish when you call during our regular business hours. You will receive a response or confirmation of receipt within five business days following receipt of your written request.
Reception and information
A reception and information service is available to you in all regions of Québec. When you phone our Information Centre, your call will be answered within 30 seconds.
Access to information
Information concerning our acts, regulations, policies, and programs will be available to you on our website as soon as they are officially announced. Our website will also contain studies, research, and reports produced by the MELCC on the state and management of the environment.
You will be informed of actions to be taken regarding your environmental complaint within 10 business days after it has been received. You will be given feedback on the actions taken within 40 business days following receipt of your environmental complaint.
Environmental emergency response
In the event of situations requiring an immediate response, Urgence-Environnement will provide you with access to an environmental emergency service 24 hours a day, 7 days a week throughout Québec.
Authorization and permit applications under the Environment Quality Act
You will be given the name of the person handling your case within five business days following receipt of your application. You will be sent an official response within 75 days following receipt of your application for an authorization or permit for projects that are not subject to the environmental assessment procedure.
Projects subject to the environmental impact assessment and review procedure for Southern Québec
You will receive guidelines for the impact assessment that you must carry out and the information on your file’s processing status within 15 days following the submission of your project notice.
Environmental analysis laboratory accreditation
You will be assured of the expertise of laboratories accredited by the MELCC to provide quality information in their fields of accreditation.
Complaints concerning the quality of service
The Bureau des plaintes sur la qualité des services will make every effort to process your complaint within 20 business days following its receipt. We will inform you if the deadline cannot be met.
During business hours, call the regional office that serves the area where the environmental emergency has occurred, or 1 866 694-5454 toll free anytime. For more information
Business hours: 8:30 a.m to noon – 1:00 p.m. to 4:30 p.m.
If you’re dissatisfied with a service rendered by the MELCC staff or the way that it was rendered, please begin by contacting the manager concerned. At that point, if you’re still not satisfied, you may contact the Bureau des plaintes sur la qualité des services of the Ministère de l’Environnement et de la Lutte contre les changements climatiques.