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Appeals

The Bureau des recours, des plaintes et de l’accès à l’information is comprised of the Service de la révision and the Secrétariat du Comité d’examen des demandes dérogatoires

It is overseen by the highest levels of the ministère de l’Enseignement supérieur, de la Recherche et de la Science.

Before you take any steps with the Bureau des recours, des plaintes et de l’accès à l’information

Important! Before you take any steps with this administrative body, you should make sure that your problem cannot be resolved by a simple declaration of change in your circumstances.

For example, you may update the information you have already provided, such as:

  • Your civil status, the fact that you have earned a university degree or 90 credits in a university program, your living expenses, your medical expenses or your income
  • Your educational institution, program or student status
  • Your family status

You can make these changes in any of the following ways:

  • Contact the financial assistance office of your educational institution. Many educational institutions are able to simplify this procedure by recording declarations of change on-line
  • Fill out an on-line declaration of change. Go to the Your On-Line Services menu in the On-Line Access to Your File! section on our web site
  • Use the appropriate paper form to submit your declaration of change. You will need to fill out the Declaration of Change form if you have applied for financial assistance under the Loans and Bursaries Program. However, if you applied to the Loans Program for Part-Time Studies, use the Part-Time Studies Loan Application Update instead. You can find these forms in the web site’s Print Forms section. Once you have filled out the appropriate form, mail it to the following address:

    Aide financière aux études
    1035, rue De La Chevrotière
    Québec (Québec) G1R 5A5

Has your mailing address changed and is no longer current?
We need to know! Please use the Your Information tab in On-Line Access to Your File!

  • Appealing a decision

    If you believe that a decision rendered by Aide financière aux études does not comply with the Act respecting financial assistance for education expenses and its Regulations, you are entitled to an appeal under Section 43.1 of the Act.

    Prior to lodging an appeal, you should consult with your student financial assistance officer to discuss your issue and be certain that you have a case.

    Carefully read the notice of decision you received from Aide financière aux études. You may be able to resolve the matter yourself by submitting any missing documents that could change the decision that was taken.

    Your appeal must be made in writing, and include all of the following information:

    • Your name
    • Your mailing address
    • Your Permanent Code
    • The reason for your appeal
    • Copies of all documents you submitted to Aide financière aux études that are related to your appeal

    Please mail your appeal to the following address:

    Révision
    Bureau des recours, des plaintes et de l’accès à l’information
    Ministère de l’Enseignement supérieur, de la Recherche et de la Science 1060, rue Louis-Alexandre-Taschereau, Aile Saint-Amable
    Québec (Québec) G1R 5E6

    Your appeal will be examined and a request to correct your file forwarded to Aide financière aux études, if warranted. We will send you written notice of our decision.

    Please note that the Bureau des recours, des plaintes et de l’accès à l’information  is independent of Aide financière aux études. Your appeal will be handled in a fair manner.

  • Exceptional Cases

    You may request a waiver from the Examination Committee for Exceptional Cases if you are in one of the following exceptional situations that compromise the pursuit of your studies:

    • You are no longer eligible for financial assistance for education programs because you have reached the maximum number of months of eligibility or authorized debt limit
    • You believe that the amount of financial assistance that was granted you is insufficient to allow you to pursue your studies

    In either case, you will need to demonstrate the exceptional nature of your situation or the extraordinary expenses that you must incur during the award year and that are not foreseen in the financial assistance for education plan.

    Firstly, you will need to read the Exceptional Case Application Guide (available on-line in the Print Forms section under Items of Interest). You should also seek the opinion of your educational institution’s financial assistance office, to ensure that you have all the help you need in the preparation of your request.

    Your request, once complete, should be mailed by your financial assistance for education officer to the following address:

    Secrétariat du Comité d’examen des demandes dérogatoires
    Bureau des recours, des plaintes et de l’accès à l’information
    1060, rue Louis-Alexandre-Taschereau, Aile Saint-Amable
    Québec (Québec) G1R 5E6

    Save special circumstances, you will receive a response to your exceptional case appeal within two to three weeks from the date of the committee meeting. The committee’s meeting schedule can be found in the Exceptional Case Application Guide.

  • Complaints

    If you are dissatisfied with any aspects of the services provided by Aide financière aux études, you may file a complaint with the Bureau des recours, des plaintes et de l'accès à l'information. The following is a partial list of reasons that could justify a complaint:

    • Reliability of information provided
    • Staff courtesy/confidentiality issue
    • Quality of service or processing time
    • Availability of telephone services
    • Availability of publications and/or forms
    Web Form Complaint Form
    Telephone 418 266-3363
    1 855 390-7130, toll free throughout Québec
    Mailing address Bureau des recours, des plaintes et de l’accès à l’information
    Ministère de l’Enseignement supérieur, de la Recherche et de la Science
    1060, rue Louis-Alexandre-Taschereau, aile Saint-Amable
    Québec (Québec) G1R 5E6

    Complaints are handled with diligence, remain confidential and do not appear in your file.


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