{"id":25396,"date":"2023-04-28T15:54:46","date_gmt":"2023-04-28T19:54:46","guid":{"rendered":"https:\/\/ithq.devbeet.com\/?page_id=25396"},"modified":"2024-06-17T11:26:09","modified_gmt":"2024-06-17T15:26:09","slug":"citizen-service-statement-and-complaint-management","status":"publish","type":"page","link":"https:\/\/ithq.devbeet.com\/en\/about-the-ithq\/citizen-service-statement-and-complaint-management\/","title":{"rendered":"Citizen service statement"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Mission<\/h2>\n\n\n\n<p>The Institut de tourisme et d&#8217;h\u00f4tellerie du Qu\u00e9bec (ITHQ) carries out its mandates in accordance with the provisions of its incorporating act: <a href=\"https:\/\/www.legisquebec.gouv.qc.ca\/fr\/document\/lc\/I-13.02\" target=\"_blank\" rel=\"noopener\">Act respecting the Institut de Tourisme et d\u2019H\u00f4tellerie du Qu\u00e9bec<\/a>.<\/p>\n\n\n\n<p>Its mission statement reads as follows:<\/p>\n\n\n\n<p>The misson of the Institut de tourisme et d&#8217;h\u00f4tellerie du Qu\u00e9bec 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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Clienteles<\/h2>\n\n\n\n<p>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.<\/p>\n\n\n<section  class=\"block-accordions-group theme-block aligndefault\" >     \n  \n    \n<section class=\"accordion\">\n  <div class=\"accordion__table\">\n    <div class=\"accordion__accordion\">\n          \n      <button class=\"accordion__header-row accordion-toggle\" id=\"accordion69e08e4009f4bid\" aria-controls=\"sect69e08e4009f4b\" aria-expanded=\"false\"\n        aria-label=\"Open or close accordion &quot;Students&quot;.\">\n                  <span class=\"accordion__header__title\">Students<\/span>\n                <span class=\"accordion__header__icon accordion__header__icon--plus\" role=\"presentation\">\n          <i class=\"plus\"><\/i>\n        <\/span>\n        <span class=\"accordion__header__icon accordion__header__icon--arrow\" role=\"presentation\">\n          <i class=\"vtx-icon vtx-icon-down_arrow\"><\/i>\n        <\/span>\n      <\/button>\n    \n        \n      <div class=\"accordion__sub-rows wysiwyg\" id=\"sect69e08e4009f4b\" role=\"region\" aria-labelledby=\"accordion69e08e4009f4bid\">\n        \n\n<p>The ITHQ is the only educational institution in Qu\u00e9bec to offer vocational (high school), technical (college) and university programs related to its fields of expertise, as well as continuing education activities.<\/p>\n\n\n\n<p><strong><strong>Services offered to this clientele:<\/strong><\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Specialized professional skills development in tourism, hospitality and restaurant services<\/li>\n\n\n\n<li>Professional skills updating and industry trends integration<\/li>\n<\/ul>\n\n\n  <section class=\"graduate-companies-directory graduate-companies-directory--custom theme-block alignfull\">\n        <div class=\"graduate-companies-directory__listing-wrapper container\">\n      <div class=\"listing listing--companies\">\n                  <div class=\"company-item\">\n            <div class=\"company-item__content-wrapper\">\n              <div class=\"company-item__heading\">\n                                                  <p class=\"company-item__name\"><\/p>\n                                <p class=\"company-item__role\">Direction des \u00e9tudes<\/p>\n              <\/div>\n              <div class=\"company-item__extra-content\"><p>Monday to Friday<br \/>\n8:30 a.m. to 12:00 p.m. and 1:00 p.m. to 4:30 p.m.<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"mailto:ecole@ithq.qc.ca\">ecole@ithq.qc.ca<\/a><br \/>\n514-282-5111 | 1-855-229-5111<\/p>\n<\/div>\n                          <\/div>\n                      <\/div>\n                  <div class=\"company-item\">\n            <div class=\"company-item__content-wrapper\">\n              <div class=\"company-item__heading\">\n                                                  <p class=\"company-item__name\"><\/p>\n                                <p class=\"company-item__role\">Centre d\u2019expertise<\/p>\n              <\/div>\n              <div class=\"company-item__extra-content\"><p>Monday to Friday<br \/>\n8:30 a.m. to 12:00 p.m. and 1:00 p.m. to 4:30 p.m.<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"mailto:expertise@ithq.qc.ca\">expertise@ithq.qc.ca<\/a><br \/>\n514-282- 5115 | 1-800-361-5111, ext. 5115<\/p>\n<\/div>\n                          <\/div>\n                      <\/div>\n              <\/div>\n    <\/div>\n  <\/section>\n  \n      <\/div>\n\n    <\/div>\n  <\/div>\n<\/section>\n\n\n    \n<section class=\"accordion\">\n  <div class=\"accordion__table\">\n    <div class=\"accordion__accordion\">\n          \n      <button class=\"accordion__header-row accordion-toggle\" id=\"accordion69e08e400af70id\" aria-controls=\"sect69e08e400af70\" aria-expanded=\"false\"\n        aria-label=\"Open or close accordion &quot;Industry stakeholders&quot;.\">\n                  <span class=\"accordion__header__title\">Industry stakeholders<\/span>\n                <span class=\"accordion__header__icon accordion__header__icon--plus\" role=\"presentation\">\n          <i class=\"plus\"><\/i>\n        <\/span>\n        <span class=\"accordion__header__icon accordion__header__icon--arrow\" role=\"presentation\">\n          <i class=\"vtx-icon vtx-icon-down_arrow\"><\/i>\n        <\/span>\n      <\/button>\n    \n        \n      <div class=\"accordion__sub-rows wysiwyg\" id=\"sect69e08e400af70\" role=\"region\" aria-labelledby=\"accordion69e08e400af70id\">\n        \n\n<p><strong>Services offered to this clientele<\/strong> <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Consulting service<\/li>\n\n\n\n<li>Customized training<\/li>\n\n\n\n<li>Standardized training and certification<\/li>\n\n\n\n<li>Research<\/li>\n\n\n\n<li>Skills Development<\/li>\n<\/ul>\n\n\n  <section class=\"graduate-companies-directory graduate-companies-directory--custom theme-block alignfull\">\n        <div class=\"graduate-companies-directory__listing-wrapper container\">\n      <div class=\"listing listing--companies\">\n                  <div class=\"company-item\">\n            <div class=\"company-item__content-wrapper\">\n              <div class=\"company-item__heading\">\n                                                  <p class=\"company-item__name\"><\/p>\n                                <p class=\"company-item__role\">Centre d\u2019expertise<\/p>\n              <\/div>\n              <div class=\"company-item__extra-content\"><p>Monday to Friday<br \/>\n8:30 a.m. to 12:00 p.m. and 1:00 p.m. to 4:30 p.m.<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"mailto:expertise@ithq.qc.ca\">expertise@ithq.qc.ca<\/a><\/p>\n<p>514-282- 5115| 1-800-361-5111, ext. 5115<\/p>\n<\/div>\n                          <\/div>\n                      <\/div>\n              <\/div>\n    <\/div>\n  <\/section>\n  \n      <\/div>\n\n    <\/div>\n  <\/div>\n<\/section>\n\n\n    \n<section class=\"accordion\">\n  <div class=\"accordion__table\">\n    <div class=\"accordion__accordion\">\n          \n      <button class=\"accordion__header-row accordion-toggle\" id=\"accordion69e08e400cadaid\" aria-controls=\"sect69e08e400cada\" aria-expanded=\"false\"\n        aria-label=\"Open or close accordion &quot;General public&quot;.\">\n                  <span class=\"accordion__header__title\">General public<\/span>\n                <span class=\"accordion__header__icon accordion__header__icon--plus\" role=\"presentation\">\n          <i class=\"plus\"><\/i>\n        <\/span>\n        <span class=\"accordion__header__icon accordion__header__icon--arrow\" role=\"presentation\">\n          <i class=\"vtx-icon vtx-icon-down_arrow\"><\/i>\n        <\/span>\n      <\/button>\n    \n        \n      <div class=\"accordion__sub-rows wysiwyg\" id=\"sect69e08e400cada\" role=\"region\" aria-labelledby=\"accordion69e08e400cadaid\">\n        \n\n<p><strong>Services offered to this clientele<\/strong> <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Accommodation<\/li>\n\n\n\n<li>Restaurant services<\/li>\n\n\n\n<li>Meetings and events<\/li>\n\n\n\n<li>Ateliers SAQ par l\u2019ITHQ<\/li>\n<\/ul>\n\n\n  <section class=\"graduate-companies-directory graduate-companies-directory--custom theme-block alignfull\">\n        <div class=\"graduate-companies-directory__listing-wrapper container\">\n      <div class=\"listing listing--companies\">\n                  <div class=\"company-item\">\n            <div class=\"company-item__content-wrapper\">\n              <div class=\"company-item__heading\">\n                                                  <p class=\"company-item__name\"><\/p>\n                                <p class=\"company-item__role\">H\u00f4tel de l\u2019ITHQ<\/p>\n              <\/div>\n              <div class=\"company-item__extra-content\"><p>24 hours a day<br \/>\n7 days a week<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"mailto:hotel@ithq.qc.ca\">hotel@ithq.qc.ca<\/a><br \/>\n514-282-5120 | 1-855-229-8189<\/p>\n<\/div>\n                          <\/div>\n                      <\/div>\n                  <div class=\"company-item\">\n            <div class=\"company-item__content-wrapper\">\n              <div class=\"company-item__heading\">\n                                                  <p class=\"company-item__name\"><\/p>\n                                <p class=\"company-item__role\">R\u00e9unions et \u00e9v\u00e9nements<\/p>\n              <\/div>\n              <div class=\"company-item__extra-content\"><p>Monday to Friday<br \/>\n8:00 a.m. to 4:30 p.m.<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"mailto:ventes.hotel@ithq.qc.ca\">ventes.hotel@ithq.qc.ca<\/a><br \/>\n514 282-5120 | 1 855 229-8189<\/p>\n<\/div>\n                          <\/div>\n                      <\/div>\n                  <div class=\"company-item\">\n            <div class=\"company-item__content-wrapper\">\n              <div class=\"company-item__heading\">\n                                                  <p class=\"company-item__name\"><\/p>\n                                <p class=\"company-item__role\">Restaurant de l\u2019ITHQ<\/p>\n              <\/div>\n              <div class=\"company-item__extra-content\"><p>Monday to Friday:<br \/>\n12:00 p.m. to 1:30 p.m.<\/p>\n<p>Tuesday to Saturday:<br \/>\n6:00 p.m. to 9:00 p.m.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"mailto:restaurant@ithq.qc.ca\">restaurant@ithq.qc.ca<\/a><br \/>\n514-282-5155 | 1-855-229-8189<\/p>\n<\/div>\n                          <\/div>\n                      <\/div>\n                  <div class=\"company-item\">\n            <div class=\"company-item__content-wrapper\">\n              <div class=\"company-item__heading\">\n                                                  <p class=\"company-item__name\"><\/p>\n                                <p class=\"company-item__role\">Resto-\u00e9cole La Rel\u00e8ve gourmande<\/p>\n              <\/div>\n              <div class=\"company-item__extra-content\"><p>Tuesday to Friday<br \/>\nLunch: 12:00 p.m. to 2:00 p.m.<\/p>\n<p>Dinner: 5:00 p.m. to 7:00 p.m<br \/>\n(variable schedule depending on the school calendar)<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"mailto:restoecole@ithq.qc.ca\">restoecole@ithq.qc.ca<\/a><br \/>\n514-282-5161 | 1-855-229-8189<\/p>\n<\/div>\n                          <\/div>\n                      <\/div>\n                  <div class=\"company-item\">\n            <div class=\"company-item__content-wrapper\">\n              <div class=\"company-item__heading\">\n                                                  <p class=\"company-item__name\"><\/p>\n                                <p class=\"company-item__role\">Bar Blanc bec<\/p>\n              <\/div>\n              <div class=\"company-item__extra-content\"><p><span style=\"font-weight: 400\">Tuesday to Saturday<br \/>\n3:00 p.m. to 8:00 p.m.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"mailto:restaurant@ithq.qc.ca\"><span style=\"font-weight: 400\">restaurant@ithq.qc.ca<\/span><\/a><br \/>\n514-282-5155 | 1-855-229-8189<\/p>\n<\/div>\n                          <\/div>\n                      <\/div>\n                  <div class=\"company-item\">\n            <div class=\"company-item__content-wrapper\">\n              <div class=\"company-item__heading\">\n                                                  <p class=\"company-item__name\"><\/p>\n                                <p class=\"company-item__role\">Ateliers SAQ par ITHQ<\/p>\n              <\/div>\n              <div class=\"company-item__extra-content\"><p><span style=\"font-weight: 400\">Monday to Friday<br \/>\n9:00 a.m. to 4:30 p.m.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"mailto:atelierssaq@ithq.qc.ca\">atelierssaqc@ithq.qc.ca<\/a><br \/>\n514 282-5115, option 1 | 1 800 361-5111, poste 4224<\/p>\n<\/div>\n                          <\/div>\n                      <\/div>\n              <\/div>\n    <\/div>\n  <\/section>\n  \n      <\/div>\n\n    <\/div>\n  <\/div>\n<\/section>\n\n \n<\/section>\n\n\n\n<h2 class=\"wp-block-heading\">Commitments related to service quality<\/h2>\n\n\n\n<p>The ITHQ\u2019s approach, in line with the best international practices in the tourism, hospitality and restaurant services industry, drives it toward excellence in its service delivery.<\/p>\n\n\n\n<p>At all times and in all circumstances, the ITHQ is committed to offering the highest quality services to all its customers, namely by:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Responding to and welcoming customers with courtesy, diligence and respect;<\/li>\n\n\n\n<li>Processing requests in a fair and equitable manner;<\/li>\n\n\n\n<li>Communicating reliable, complete and clear information;<\/li>\n\n\n\n<li>Offering state-of-the-art training;<\/li>\n\n\n\n<li>Providing easy access to its services;<\/li>\n\n\n\n<li>Ensuring the protection of the personal information it retains.<\/li>\n<\/ul>\n\n\n\n<p>The ITHQ&#8217;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 <a href=\"https:\/\/assets.boitebeet.com\/ithq\/dev\/public\/uploads\/2023\/05\/IT-Plan-action-personnes-handicapees-2020-2023.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">action plan<\/a> (in French only) available to the public.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Commitments related to service standards <\/h2>\n\n\n\n<p>The ITHQ is committed to treating all information requests as confidential and to making impartial decisions, where appropriate.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Processing of students services<\/h2>\n\n\n\n<figure class=\"wp-block-table\"><table><thead><tr><th><strong>Service offered<\/strong><\/th><th>Targeted timeframe<sup>1<\/sup><\/th><th class=\"has-text-align-left\" data-align=\"left\">Target<sup>2<\/sup><\/th><\/tr><\/thead><tbody><tr><td>Issuing an attestation of school attendance<\/td><td>5 full days<\/td><td class=\"has-text-align-left\" data-align=\"left\">100%<\/td><\/tr><tr><td>Issuing grade or achievement transcripts, diploma, certificate or attestation of achievement<\/td><td>5 full days<\/td><td class=\"has-text-align-left\" data-align=\"left\">100%<\/td><\/tr><tr><td>Issuing a diploma, certificate or attestation of achievement duplicate<\/td><td>5 full days<\/td><td class=\"has-text-align-left\" data-align=\"left\">100%<\/td><\/tr><tr><td>Completing a pre-employment academic verification request that a student has submitted by email or fax<sup>3<\/sup><\/td><td>5 full days<\/td><td class=\"has-text-align-left\" data-align=\"left\">100%<\/td><\/tr><tr><td>Responding to an assessment of needs request from a student wishing to benefit from the student success centre services \u2013 In-person or phone request<\/td><td>3 full days<\/td><td class=\"has-text-align-left\" data-align=\"left\">100%<\/td><\/tr><tr><td>Responding to an assessment of needs request from a student wishing to benefit from the student success centre services \u2013 Written request<\/td><td>5 full days<\/td><td class=\"has-text-align-left\" data-align=\"left\">100%<\/td><\/tr><tr><td>Contacting a student to invite them to meet with a Student Success Advisor following an assessment of the student&#8217;s needs&nbsp;<\/td><td>5 full days<\/td><td class=\"has-text-align-left\" data-align=\"left\">90%<\/td><\/tr><tr><td>Contacting a student to invite them to meet with a psychosocial counsellor following an assessment of the student\u2019s needs&nbsp;<\/td><td>5 full days<\/td><td class=\"has-text-align-left\" data-align=\"left\">90%<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Processing of industry stakeholders services<sup>4<\/sup><\/h2>\n\n\n\n<figure class=\"wp-block-table\"><table><thead><tr><th><strong>Service offered<\/strong><\/th><th>Targeted timeframe<\/th><th class=\"has-text-align-left\" data-align=\"left\">Target<\/th><\/tr><\/thead><tbody><tr><td>Responding to a telephone message left at the hospitality consulting centre, which may relate to training, workshops, skills development courses or certification exams offered at the centre: 514-282-5115 or toll free at 1-800-361-5111, ext. 5115&nbsp;&nbsp;<\/td><td>2 full days<\/td><td class=\"has-text-align-left\" data-align=\"left\">90%<\/td><\/tr><tr><td>Issuing an attestation of achievement for a standardized training course, a skill development course or a certification examination, upon completion of the activity&nbsp;&nbsp;<\/td><td>On the same day&nbsp;<\/td><td class=\"has-text-align-left\" data-align=\"left\">100%<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Processing of general public services<\/h2>\n\n\n\n<figure class=\"wp-block-table\"><table><thead><tr><th><strong>Service offered<\/strong><\/th><th>Targeted timeframe<\/th><th class=\"has-text-align-left\" data-align=\"left\">Target<\/th><\/tr><\/thead><tbody><tr><td>Responding to a telephone message for a reservation request at the Restaurant de l&#8217;ITHQ, at La Rel\u00e8ve gourmande teaching restaurant or at the bar Blanc bec, left at the ITHQ reception desk: 514-282-5111 or toll free at 1-800-361-5111&nbsp;<\/td><td>On the same day<\/td><td class=\"has-text-align-left\" data-align=\"left\">90%<\/td><\/tr><tr><td>Issuing an attestation of achievement for a course that is part of the Ateliers SAQ, once the participant has submitted the satisfaction survey.&nbsp;<\/td><td>On the same day<\/td><td class=\"has-text-align-left\" data-align=\"left\">100%<\/td><\/tr><\/tbody><\/table><figcaption class=\"wp-element-caption\"><br><sup>1<\/sup> In the event that a request requires documents or information to be sent to the ITHQ, the calculation of the targeted timeframe will begin on the first working day on which all of these documents or information is received. <br><br><sup>2<\/sup> The targets expressed as a percentage correspond to the proportion of cases for which the ITHQ wishes to meet the maximum timeframe. <br><br><sup>3<\/sup> This service can be offered to a student&#8217;s future employer, provided that the student has obtained the necessary authorization and proof. <br><br><sup>4<\/sup> Some of the services offered to industry stakeholders are also available to other ITHQ clients.<\/figcaption><\/figure>\n\n\n\n<p>In the interests of transparency, the ITHQ rigorously monitors its commitments and publishes its results in its <a href=\"https:\/\/assets.boitebeet.com\/ithq\/dev\/public\/uploads\/2023\/05\/ITHQ_rapport-annuel-gestion_2021-2022.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">annual management report<\/a> (in French only). Furthermore, the ITHQ conducts customer surveys to ensure customer satisfaction and to gain a better understanding of customers&#8217; needs and expectations.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Complaint management<\/h2>\n\n\n\n<p>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:<\/p>\n\n\n\n<p><strong>Customer Satisfaction<br><\/strong>Direction g\u00e9n\u00e9rale<br>Institut de tourisme et d\u2019h\u00f4tellerie du Qu\u00e9bec <br>3535, rue Saint-Denis<br>Montr\u00e9al (Qu\u00e9bec)&nbsp; H2X 3P1<br>Email: <a href=\"mailto:responsable-plaintes@ithq.qc.ca\">responsable-plaintes@ithq.qc.ca<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Information required to support a complaint&nbsp;<\/h3>\n\n\n\n<p>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.)<sup>5<\/sup>. 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.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-vortex-blocks-notification-message notification-message-block\"><div class=\"notification-message-block__inner\"><p class=\"notification-message-block__title notification-title\"><\/p>\n<p><sup>5<\/sup>Any individual&nbsp;who files a complaint and provides the requested personal information consents to its use by the ITHQ for the purpose of assessing the complaint. It is possible to withdraw consent by writing to&nbsp;<a href=\"mailto:responsable-plaintes@ithq.qc.ca\" target=\"_blank\" rel=\"noreferrer noopener\">responsable-plaintes@ithq.qc.ca<\/a>;however, this will immediately terminate the assessment of the complaint. For further information, including your right to access and correct your personal information, please see&nbsp;the ITHQ&nbsp;<a href=\"https:\/\/ithq.devbeet.com\/en\/about-the-ithq\/publications-and-official-texts\/general-policies-and-regulations\/privacy-policy\/\">Privacy Policy<\/a>.&nbsp;<\/p>\n<\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Complaint found inadmissible&nbsp;<\/h3>\n\n\n\n<p>A complaint is inadmissible if:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>it concerns a subject that falls within the jurisdiction of a public body other than the ITHQ;&nbsp;<\/li>\n\n\n\n<li>it concerns an ongoing court case;&nbsp;<\/li>\n\n\n\n<li>it concerns a request for access to a document;&nbsp;&nbsp;<\/li>\n\n\n\n<li>it comes from an ITHQ staff member in the performance of their duties;&nbsp;&nbsp;<\/li>\n\n\n\n<li>it comes from a candidate or student and concerns a subject covered by an ITHQ pedagogical regulation; or&nbsp;&nbsp;<\/li>\n\n\n\n<li>it is anonymous or contains hateful or abusive language.&nbsp;<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Handling of complaints&nbsp;<\/h3>\n\n\n\n<p>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.&nbsp;<\/p>\n\n\n\n<p>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.&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<p>The result of the assessment of a complaint is communicated to the person who filed it within a <strong>maximum of 20 business days<\/strong> following receipt of the complaint.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Right of access and rectification&nbsp;<\/h3>\n\n\n\n<p>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: <a href=\"mailto:responsable-adprp@ithq.qc.ca\" target=\"_blank\" rel=\"noreferrer noopener\">responsable-adprp@ithq.qc.ca<\/a>.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Comments and suggestions&nbsp;<\/h3>\n\n\n\n<p>We welcome any comments or suggestions you may have to help us improve ITHQ services. It can be sent to this email address: <a href=\"mailto:info@ithq.qc.ca\" target=\"_blank\" rel=\"noreferrer noopener\">info@ithq.qc.ca<\/a>&nbsp;&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Contact information and opening hours<\/h2>\n\n\n  <section class=\"graduate-companies-directory graduate-companies-directory--custom theme-block alignfull\">\n        <div class=\"graduate-companies-directory__listing-wrapper container\">\n      <div class=\"listing listing--companies\">\n                  <div class=\"company-item\">\n            <div class=\"company-item__content-wrapper\">\n              <div class=\"company-item__heading\">\n                                  <p class=\"company-item__single-category\">\n                    Institut de tourisme et d\u2019h\u00f4tellerie du Qu\u00e9bec (ITHQ)                  <\/p>\n                                                  <p class=\"company-item__name\"><\/p>\n                                <p class=\"company-item__role\"><\/p>\n              <\/div>\n              <div class=\"company-item__extra-content\"><p>3535, rue Saint-Denis<br \/>\nMontr\u00e9al (Qu\u00e9bec)\u00a0 H2X 3P1<br \/>\nCanada<br \/>\n<a href=\"mailto:info@ithq.qc.ca\">info@ithq.qc.ca<\/a><br \/>\nPhone: 514-282-5111 or toll-free at 1-855-229-5111 (Canada and United States)<\/p>\n<p>&nbsp;<\/p>\n<p>Monday to Friday from 8:30 a.m. to 12:00 p.m. and 1:00 p.m. to 4:30 p.m.<\/p>\n<\/div>\n                          <\/div>\n                      <\/div>\n              <\/div>\n    <\/div>\n  <\/section>\n  \n\n\n<p>View the <a href=\"https:\/\/assets.boitebeet.com\/ithq\/dev\/public\/uploads\/2024\/03\/Declaration_services_citoyens-ITHQ-2024.pdf\" target=\"_blank\" data-type=\"attachment\" data-id=\"37358\" rel=\"noreferrer noopener\">Citizen service statement<\/a> in pdf format (in French only)<br>Updated January 1<sup>st<\/sup>, 2024<\/p>\n\n\n\n<section class=\"wp-block-vortex-blocks-contact-cta-columns alignwide contact-cta-columns-block\"><div class=\"contact-cta-columns-block__columns\">\n<div class=\"wp-block-vortex-blocks-contact-cta contact-cta-block\"><div class=\"contact-cta-block__inner\"><div class=\"contact-cta__icon-wrapper\"><div><svg width=\"41\" height=\"42\" viewBox=\"0 0 41 42\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M0 41.5V14c0-2.2091 1.7909-4 4-4h23.5c2.2091 0 4 1.7909 4 4v17.5c0 2.2091-1.7909 4-4 4H7l-7 6Z\" fill=\"#000\" fill-opacity=\".5\" class=\"fill-base-color\"><\/path><path d=\"M40.5 35.5V4c0-2.2091-1.7909-4-4-4H15c-2.2091 0-4 1.7909-4 4v21.5c0 2.2091 1.7909 4 4 4h18.5l7 6Z\" fill=\"#000\" class=\"fill-base-color\"><\/path><path d=\"M21 12c0-2.5 1.9163-4 4.5-4 3 0 4.5 2 4.5 4 0 4-5 3-5 6v1\" stroke=\"#fff\" stroke-opacity=\".9\" stroke-width=\"3\"><\/path><circle cx=\"25\" cy=\"22\" r=\"2\" fill=\"#fff\" fill-opacity=\".9\"><\/circle><\/svg><\/div><\/div>\n<h3 class=\"wp-block-heading\">Any questions?<\/h3>\n\n\n\n<p>info@ithq.qc.ca<br>514-282-5111<br>or toll-free at 1-800-361-5111<\/p>\n\n\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/ithq.devbeet.com\/en\/contact-the-ithq\/\">Contact us<\/a><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-vortex-blocks-contact-cta contact-cta-block\"><div class=\"contact-cta-block__inner\"><div class=\"contact-cta__icon-wrapper\"><div><svg width=\"42\" height=\"44\" viewBox=\"0 0 42 44\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M0 17.1999a4 4 0 0 1 1.6594-3.2437l17-12.2672c1.3975-1.0084 3.2837-1.0084 4.6812 0l17 12.2672A3.9998 3.9998 0 0 1 42 17.1999V40c0 2.2091-1.7909 4-4 4H4c-2.2091 0-4-1.7909-4-4V17.1999Z\" fill=\"#fff\" class=\"fill-background-color\"><\/path><path d=\"M0 17.1999a4 4 0 0 1 1.6594-3.2437l17-12.2672c1.3975-1.0084 3.2837-1.0084 4.6812 0l17 12.2672A3.9998 3.9998 0 0 1 42 17.1999V40c0 2.2091-1.7909 4-4 4H4c-2.2091 0-4-1.7909-4-4V17.1999Z\" fill=\"#000\" class=\"fill-base-color\" fill-opacity=\".4\"><\/path><path fill=\"#000\" class=\"fill-base-color\" d=\"M6 5h30v33H6z\"><\/path><path d=\"m0 20 21 11.1818L42 20v20c0 2.2091-1.7909 4-4 4H4c-2.2091 0-4-1.7909-4-4V20Z\" fill=\"#fff\" class=\"fill-background-color\"><\/path><path d=\"m0 20 21 11.1818L42 20v20c0 2.2091-1.7909 4-4 4H4c-2.2091 0-4-1.7909-4-4V20Z\" fill=\"#000\" class=\"fill-base-color\" fill-opacity=\".6\"><\/path><path d=\"M23 14h-4v4h-4v4h12v-4h-4v-4Z\" fill=\"#fff\"><\/path><\/svg><\/div><\/div>\n<h3 class=\"wp-block-heading\">Receive our news by email<\/h3>\n\n\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/ithq.devbeet.com\/en\/subscribe-to-the-newsletter\/\">Subscribe to our newsletter<\/a><\/div>\n<\/div><\/div>\n<\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Mission The Institut de tourisme et d&#8217;h\u00f4tellerie du Qu\u00e9bec (ITHQ) carries out its mandates in accordance with the provisions of its incorporating act: Act respecting the Institut de Tourisme et&hellip;<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":25354,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_price":"","_stock":"","_tribe_ticket_header":"","_tribe_default_ticket_provider":"","_ticket_start_date":"","_ticket_end_date":"","_tribe_ticket_show_description":"","_tribe_ticket_show_not_going":false,"_tribe_ticket_use_global_stock":"","_tribe_ticket_global_stock_level":"","_global_stock_mode":"","_global_stock_cap":"","_tribe_rsvp_for_event":"","_tribe_ticket_going_count":"","_tribe_ticket_not_going_count":"","_tribe_tickets_list":"[]","_tribe_ticket_has_attendee_info_fields":false,"wpo365_audiences":[],"wpo365_private":false,"footnotes":"","_tec_slr_enabled":"","_tec_slr_layout":""},"class_list":["post-25396","page","type-page","status-publish","hentry"],"acf":[],"ticketed":false,"_links":{"self":[{"href":"https:\/\/ithq.devbeet.com\/en\/wp-json\/wp\/v2\/pages\/25396","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ithq.devbeet.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ithq.devbeet.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ithq.devbeet.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ithq.devbeet.com\/en\/wp-json\/wp\/v2\/comments?post=25396"}],"version-history":[{"count":0,"href":"https:\/\/ithq.devbeet.com\/en\/wp-json\/wp\/v2\/pages\/25396\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/ithq.devbeet.com\/en\/wp-json\/wp\/v2\/pages\/25354"}],"wp:attachment":[{"href":"https:\/\/ithq.devbeet.com\/en\/wp-json\/wp\/v2\/media?parent=25396"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}