Before
Your Studies

• Overview
• Allowable expenses
• Contribution
• Payment
• Assessment

During
Your Studies

• Overview
• In Québec
• Outside Québec
• Appeals
• Interruption

After
Your Studies

• Overview
• Repayment
• How to proceed
• Interest rates
• Postponement

Do you wish to appeal a decision?

Are your circumstances not covered under the rules of one of our programs? Have you reached the maximum number of periods of eligibility for financial assistance or the maximum debt limit? Are you dissatisfied with a service you received?

You have a right of appeal.

The Direction du Bureau des plaintes et des droits de recours is made up of the Bureau de révision (review bureau), the Secrétariat au Comité d’examen des demandes dérogatoires (secretariat of the examination committee for exceptional cases), and the Bureau des plaintes (complaints bureau). It is under the authority of the Director of the Deputy Minister’s Office and General Secretary of the Ministère de l’Éducation, du Loisir et du Sport.

Important! Before taking any steps with the Direction, you should make sure that your problem cannot be straightened out by simply declaring a change ( 43 ko) in your circumstances. You may wish to correct the information in your file or report a change regarding the following:

• Your address, 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 situation

All you need to do is contact the financial assistance office of your educational institution as soon as possible. To make it easier for students to report such changes, many educational institutions can record your declaration of change directly on-line.

Do you wish to appeal a decision?

If you feel that certain rules under a program of Aide financière aux études were not properly applied in your case, or if you wish to appeal a decision regarding your eligibility or the amount of assistance awarded to you, you can contact the Bureau de révision.

Before you do this, however, you must see the personnel of the financial assistance office of your educational institution in order to discuss your problem and determine whether a review is justified.

Please note that applications for review must be submitted in writing and sent to the following address:

Bureau de révision
Direction du bureau des plaintes et des droits de recours
Ministère de l’Éducation, du Loisir et du Sport
Édifice Marie-Guyart, aile Saint-Amable
1060, rue Louis-Alexandre-Taschereau, 3^e étage
Québec (Québec)  G1R 5E6

The Bureau de révision will examine your file and make any adjustments that are warranted, usually within 28 calendar days.

Are your circumstances not covered under the rules of one of the programs of Aide financière aux études? Have you reached the maximum number of periods of eligibility for financial assistance or the maximum debt limit?

If your studies could be compromised due to one of these reasons, you can file an exceptional case application with the Comité d’examen des demandes dérogatoires. Before you do this, however, you must see the personnel of the financial assistance office of your educational institution. They will give you a copy of a how-to guide, help you prepare your request and then send it to the following address:

Secrétariat au Comité d’examen des demandes dérogatoires
Direction du bureau des plaintes et des droits de recours
Ministère de l’Éducation, du Loisir et du Sport
Édifice Marie-Guyart, aile Saint-Amable
1060, rue Louis-Alexandre-Taschereau, 3^e étage
Québec (Québec)  G1R 5E6

The Committee will study your case and make a recommendation, usually within 28 calendar days, to the Minister of Education, Recreation and Sports, whose decision will be final.

Are you dissatisfied with a service you received?

If you are dissatisfied with some aspects of the services provided by Aide financière aux études, you can file a complaint with the Bureau des plaintes. Some subjects that justify a complaint are listed below:

• Reliability of information
• Courtesy of personnel or confidentiality
• Quality of service or processing time
• Availability of telephone services
• Availability of publications or forms

You can file a complaint at any time by telephone at 418-643-4806 or 1-866-643-4806 or by mail at the following address:

Bureau des plaintes
Direction du bureau des plaintes et des droits de recours
Ministère de l’Éducation, du Loisir et du Sport
Édifice Marie-Guyart, aile Saint-Amable
1060, rue Louis-Alexandre-Taschereau, 3^e étage
Québec (Québec)  G1R 5E6

The Bureau des plaintes is an impartial body intended to improve client services. Your complaint will be handled with diligence and will remain confidential. No record of it will appear in your file.