In its most recent annual report, the Québec Ombudsman points out that “the storm” generated by the deployment of the SAAQclic platform in 2023 “has calmed down somewhat.” “But problems have persisted,” it immediately adds.
For 2023-2024, the Québec Ombudsman received 1,004 complaints against the SAAQ. Of these, 617 concerned the permits and registrations component, which represents an increase of 83% compared to the previous year.
The SAAQ, for its part, indicated that it received nearly 14,000 complaints during 2023-2024.
The various “anomalies” arising from the SAAQclic platform continue to cause “harm” to citizens, says the Québec Ombudsman.
Deputy Ombudsman Tania Roussel stressed in an interview that even if the problems did not always have financial consequences for those affected, “several had significant impacts.”
Ms. Roussel said that according to information provided by the SAAQ, a “major reimbursement operation” is underway and should be completed by the end of September.
More than $500 taken “by mistake”
One of the real-life cases presented in the report concerns a citizen who went to an SAAQ service point to store her motorcycle. The attendant then confirmed to her that all applicable fees had been paid, since her payments were made by automatic withdrawals on a monthly basis.
“A few days later, the citizen realized that the SAAQ had withdrawn more than $500 from her bank account. She went to see an SAAQ agent, where she was told that the withdrawal was due to an anomaly in the computer system.”
— Excerpt from the report of the Public Protector
The clerk was not able to make a refund, however. He could only notify another department of the Crown corporation that an error had occurred in this file. Two months then passed, without the citizen receiving any news from the SAAQ. The woman then turned to the Québec Ombudsman, who pointed out that the unjustified deduction had caused the citizen problems paying her rent, while forcing her to take time off work to try to resolve the situation.
The investigation conducted by the Québec Ombudsman confirmed the computer error during storage and allowed the citizen to receive a refund.
The errors detected in the complaint files “often involved financial transactions,” the Québec Ombudsman said. The SAAQ stated that it was now able to identify files affected by such problems and that “the irregularities would be corrected for future transactions.” However, the corrections had to be suspended “until all the anomalies in the system were identified.”
In the end, citizens had to wait up to seven months – “sometimes even longer” – to receive the money owed to them by the state-owned company.
Several citizens wishing to have errors corrected have encountered problems reaching the SAAQ by telephone. In 2022, before the implementation of SAAQclic, agents were able to answer only 42% of calls. This proportion dropped to 28% last year.
Falsely suspended licenses
Another real-life case reported in the report is that of a very involuntary “time travel” for a man whose driver’s license had been suspended “a few years ago.” A new license had been granted to him in 2020, but three years later, when he went to an SAAQ branch, the man was never able to renew it.
The Québec Ombudsman finally discovered that when the SAAQclic system was launched, “revocations and suspensions of licences that had been invalidated for years were reactivated by mistake in files.” The SAAQ, for its part, assured the Québec Ombudsman that this “anomaly” was now a thing of the past.
Other problems
The report from the Québec Ombudsman also highlights that the SAAQ’s computer system caused “payment processing errors,” which led to the withdrawal of driving privileges and fines. The document also mentions “unjustified vehicle seizures” and amounts claimed from citizens who owed absolutely nothing to the Crown corporation.
People have also seen their practical driving test cancelled, despite having made an appointment, while others are facing “unreasonable delays from the SAAQ for the internal processing of complaints.”
“This means that more than a year after the advent of SAAQclic, several issues remain,” the report concludes. “The Québec Ombudsman will continue to monitor the situation closely.”
The deputy ombudsman notes that the SAAQ has nevertheless made “efforts” to mitigate the impacts on citizens. “The majority of the problems” are now known to the Crown corporation and “solutions so that citizens do not suffer harm are applied,” she says. However, it will take “a little more time” to determine “the origin,” says Tania Roussel.
Since the beginning of the 2024-2025 year, the Québec Ombudsman has continued to receive complaints about the SAAQ, but in a slightly lower volume. The proportion of files concerning SAAQclic is also down, said Ms. Roussel.
The evolution of the situation allows the teams of the Québec Ombudsman to be “optimistic” – while being “realistic” – for the future. The portrait of the SAAQ’s problems that will be published in the next annual report of the Québec Ombudsman looks “a little more encouraging,” believes Tania Roussel. At least “for the moment.”
At the same time, the Auditor General of Quebec is also looking into the computer system behind the SAAQclic fiasco. Her report is expected in the winter of 2025.
The office of Transport Minister Geneviève Guilbault says it is aware that there are still obstacles for citizens. “Our expectation is that the SAAQ provides quality and efficient services to the population,” it was stated in a written statement sent to the Coops de l’information. Although the situation has greatly improved since the summer of 2023, the SAAQ must continue its work to resolve the remaining issues.”
The SAAQ, for its part, indicated that it “takes note of the findings of the Québec Ombudsman” and that the comments made in the report “allow it to improve its ways of doing things.” The Crown corporation added that it “continues to make every effort to improve its customer service.”
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