Citizen service statement

Mission

The Institut de tourisme et d’hôtellerie du Québec (ITHQ) carries out its mandates in accordance with the provisions of its incorporating act: Act respecting the Institut de Tourisme et d’Hôtellerie du Québec.

Its mission statement reads as follows:

The misson of the Institut de tourisme et d’hôtellerie du Québec is to provide high-calibre training in tourism, hotel management and restaurant services, as well as to conduct research, provide technical assistance, produce information and provide services in those fields. Its training activities include professional development for the industry.

Clienteles

The ITHQ is a unique place of learning where three types of clientele come together: students, industry stakeholders and the general public. Through their patronage of ITHQ services, the last plays an active role in the training of students.

Commitments related to service quality

The ITHQ’s approach, in line with the best international practices in the tourism, hospitality and restaurant services industry, drives it toward excellence in its service delivery.

At all times and in all circumstances, the ITHQ is committed to offering the highest quality services to all its customers, namely by:

• Responding to and welcoming customers with courtesy, diligence and respect;
• Processing requests in a fair and equitable manner;
• Communicating reliable, complete and clear information;
• Offering state-of-the-art training;
• Providing easy access to its services;
• Ensuring the protection of the personal information it retains.

The ITHQ’s facilities are accessible to people with physical disabilities and every effort is made to offer them adapted services. In this regard, service delivery adjustments are included in an action plan (in French only) available to the public.

Commitments related to service standards

The ITHQ is committed to treating all information requests as confidential and to making impartial decisions, where appropriate.

In the event that ITHQ is unable to respond to an information or service request within the specified timeframe, the requester will be informed and a response date will be provided.

Please note that all the timeframes below are given in working days and that the maximum timeframe is the same, regardless of whether the service is requested in person, by telephone, by email or by any other means, unless otherwise specified.

Processing of students services

Processing of industry stakeholders services⁴

Processing of general public services

In the interests of transparency, the ITHQ rigorously monitors its commitments and publishes its results in its annual management report (in French only). Furthermore, the ITHQ conducts customer surveys to ensure customer satisfaction and to gain a better understanding of customers’ needs and expectations. 

Complaint management

If a person is not satisfied with the services received or offered at the ITHQ, they are invited to discuss the matter with a member of staff, who will advise the manager responsible with a view to identifying a solution. In the event that dissatisfaction persists, they may lodge a complaint or make a comment and send it to the following address:

Customer Satisfaction
Direction générale
Institut de tourisme et d’hôtellerie du Québec
3535, rue Saint-Denis
Montréal (Québec)  H2X 3P1
Email: [email protected]

Information required to support a complaint 

Anyone wishing to file a complaint must include at least the following information in their message: last name, first name, email address, telephone number and relevant status in the situation in question (e.g. student, general public customer, representative of a private company, etc.)⁵. In addition, the message must specify the reason for the complaint, a description of the underlying facts and the outcome of discussions with the members of staff concerned. No complaint can be processed until all this information has been communicated to the ITHQ. 

Complaint found inadmissible 

A complaint is inadmissible if: 

• it concerns a subject that falls within the jurisdiction of a public body other than the ITHQ; 
• it concerns an ongoing court case; 
• it concerns a request for access to a document;  
• it comes from an ITHQ staff member in the performance of their duties;  
• it comes from a candidate or student and concerns a subject covered by an ITHQ pedagogical regulation; or  
• it is anonymous or contains hateful or abusive language. 

Handling of complaints 

An acknowledgement of receipt is sent to anyone who submits a complaint, by email or regular mail, within 5 business days following receipt of the complaint. 

In the event that additional information is required to process a complaint, an ITHQ staff member will contact the person filing the complaint to obtain the missing information.   

The result of the assessment of a complaint is communicated to the person who filed it within a maximum of 20 business days following receipt of the complaint. 

Right of access and rectification 

Everyone has the right to request access to their personal information held by the ITHQ. If the information is inaccurate, incomplete or ambiguous, the person has the right to ask for rectification. In the event that a person wishes to avail themself of one of these rights before filing a complaint or after having received the result of the assessment of a complaint, they may do so by sending a message to this email address: [email protected]. 

Comments and suggestions 

We welcome any comments or suggestions you may have to help us improve ITHQ services. It can be sent to this email address: [email protected]  

Contact information and opening hours

View the Citizen service statement in pdf format (in French only)
Updated January 1^st, 2024