Développement durable, Environnement, Faune et Parcs
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Public Service Statement

The following commitments apply to the ministère du Développement durable, de l’Environnement et de la Lutte contre les changements climatiques

Tuned to your needs - We're working for you, with you

Iris - Déclaration de services aux citoyensAs 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 is held by current and future generations, is ensured by the shared commitment of all to protect the environment, fauna and flora.

The MDDEP plays an essential role in supporting this shared responsibility to protect, and accordingly offers the public its full attention and professional know-how.

All its interventions are guided by the intention to respond in a manner that is tailored to your needs and to the situations that may arise. The MDDEP works 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 rise to the many environmental challenges that face Québec, the MDDEP 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:

  • Promotion of sustainable development within the public service and Québec’s society;
  • Protection of ecosystems and biodiversity in Québec, through the development of a network of protected areas and the protection of flora species and their habitats;
  • Development of a network of national parks;
  • Prevention and reduction of water, air and soil contamination;
  • Management of public dams and water resources in the public domain;
  • Security of private and public dams;
  • Quality of potable water;
  • Reduction, reclamation and management of residual materials;
  • Observation and knowledge of ecosystems and their components;
  • Intergovernmental and international relations in matters pertaining to environmental protection.

A diversified service offer

The main services offered by the Ministère du Développement durable, de l’Environnement et des Parcs are as follows:

  • Development and implementation of environmental protection policies and programs;
  • Delivery of authorizations and permits for projects that may be detrimental to the environment;
  • Control and monitoring of regulatory and environmental compliance;
  • Environmental analyses;
  • Accreditation and recognition as experts;
  • Professional and technical environmental expertise;
  • Environmental emergency interventions;
  • Support for environmental and sustainable development projects;
  • Information, notices and documentation on environment-related issues.

Two agencies participate in fulfilling the Ministère’s mission:

  • The goal of the Centre d’expertise en analyse environnementale du Québec is to guarantee the availability, quality and continuity of expertise and analytical information needed for environmental protection and resource conservation.
  • The Centre d’expertise hydrique du Québec is responsible for administering Québec’s water regime with a view to security, equity and sustainable development.

You may consult their performance and accountability statement as well as their annual action plan on the Ministère’s Web site or by contacting one of the agencies directly.

A third agency is being created called the Centre de contrôle environnemental du Québec. Its objective will be to ensure compliance with environmental legislation by verifying the compliance of activities that may be harmful to the environment and, if necessary, applying preventive, protection and remedial measures.

The confidentiality of information you submit to us as well as access to documents you wish to obtain is ensured under the Act respecting access to documents held by public bodies and the protection of personal information.

Our commitments to you

General

When you leave a voicemail message, we will respond within 1 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 5 business days following receipt of your written request.

Electronic services

We have undertaken to review our methods in order to increase access to the services we provide to the public via the internet. As such, we are endeavouring to offer an ever increasing volume of information and forms on our Web site.

We will be gradually adding applications that will enable us to offer our services electronically. This transition will be done in the interests of simplification, protection of information, efficiency and user satisfaction.

You will continue to have the option of contacting us by mail, telephone, internet or in person.

Reception and information

A reception and information service is available to you in all regions of Québec.

When you call the Centre d’information, someone will answer within 30 seconds.

Access to information

You will find information on our Web site concerning our laws, policies and programs as soon as they are officially announced.

Also on our Web site, you will find studies, research and reports that the Ministère has produced on the state and management of the environment.

Environmental complaints

When you file an environmental complaint, you will receive notice within 10 business days following its receipt of the follow-up that will be done. You will receive information on the results of the action taken to address your environmental complaint within 40 business days of its receipt.

Environmental emergency intervention

In the event of situations requiring immediate intervention, you have access across Québec to an environmental emergency service 24 hours a day, 7 days a week, through Urgence-Environnement.

Application for an authorization or permit under the Environment Quality Act

You will be given the name of the person handling your case within 5 business days following your application.

You will receive 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.

Help us to serve you better

To offer you better service, we need your help. Make sure to:

  • Quickly provide all information and documents that may be useful in processing your requests;
  • Give exact and complete contact details to make it easier to reach you.

If you wish, we will provide personal assistance to guide you in your dealings with the Ministère.

Projects subject to the environmental impact assessment and review procedure for Southern Québec

You will be sent the impact assessment guidelines for your project and the information on the processing status of your file within 30 days following the deposit of your project notice.

Accreditation of the environmental analysis laboratories

You will have the benefit of the expertise of laboratories accredited by the Ministère to provide quality information in their fields of accreditation.

Complaints on the quality of service

If you file a complaint with the Bureau des plaintes sur la qualité des services, it will be processed within 20 business days following its receipt. You will be informed should it appear likely that this period will be exceeded.

To reach us

Urgence-Environnement

During business hours, call the regional branch that serves the area where the environmental emergency has taken place; or, at any time, call the toll-free number 1 866 694-5454. For more information

Complaints concerning the environment

Contact the regional branch that serves the area concerned. For more information

Regional branches

Our business hours: 8:30 a.m to 12:30 p.m. – 1 p.m. to 4:30 p.m. Addresses

Agencies

Centre d'expertise en analyse environnementale du Québec (CEAEQ)

Centre d'expertise hydrique du Québec (CEHQ)

Centre de contrôle environnemental du Québec

Are you dissatisfied with a service?

In the event that you should be dissatisfied with a service or the manner in which it was rendered, we ask that you contact the manager concerned. If this proves unhelpful, you should then address the Bureau des plaintes sur la qualité des services du Ministère du Développement durable, de l’Environnement et des Parcs.

Bureau des plaintes sur la qualité des services
Édifice Marie-Guyart, 29e étage
675, boulevard René-Lévesque Est, boîte 13
Québec (Québec) G1R 5V7
Telephone: 418 521-3859
(collect calls accepted)

Fax: 418 643-0083
E-mail: plaintes@mddefp.gouv.qc.ca

For information, contact the Centre d’information of the Ministère.

Telephone: Québec (local calls): 418 521-3830
Elsewhere in Québec: 1 800 561-1616
Fax: 418 646-5974

We are proud of this public service statement, which will enable us to keep abreast of your expectations and needs. We promise to assess the degree of success of our commitments, to make the results of these assessments public and to regularly update this pledge statement.


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