Quebec ombudsman issues 11 recommendations over long delays in death certificate processing

Quebec’s ombudsman has issued 11 recommendations to address long delays in processing death certificates, citing hundreds of public complaints and serious impacts on grieving families. A copy of a death certificate in Quebec. (CTV News)

The Quebec ombudsman (Protecteur du citoyen), has issued 11 recommendations in a newly released report on excessive wait times for death certificates in the province.

According to the report, the citizens’ watchdog received more than 700 complaints between May and August 2024 about “unreasonable delays” in obtaining death certificates — a necessary step in settling an estate.

The ombudsman noted that in May 2024, it took the Directeur de l’état civil (DEC), the body responsible for issuing documents related to official acts, 55.8 working days to register a death in the civil status register, prompting the special investigation.

Some of the recommendations include developing an organizational plan for the death registration service based on an analysis of observed trends, and reinstating a quality assurance process that was abandoned in 2023.

The watchdog also stated that the DEC needs to modernize its infrastructure and emphasized the importance of informing citizens by phone and online when registration wait times exceed the promised timeframe.

“During our investigation, we found that some of the measures taken by the DEC were helping to reduce delays. However, corrective action is still needed to ensure more satisfactory and lasting improvements,” said Quebec ombudsman Marc-André Dowd.

He added that they hope the recommendations are implemented quickly for the sake of the public, as delays can prevent next of kin from accessing the deceased’s assets, which financial institutions often freeze.

“When the DEC imposes delays on citizens that complicate the settlement of an estate, the administrative issues can cause anxiety for bereaved families. This is not just about access to a document; it’s a difficult time in people’s lives. They have to deal with complex procedures while coping with grief and distress,” Dowd continued.

In its investigation, the ombudsman identified five causes for the long delays, including a rise in deaths, human resource issues, and third-party complications.

The office of Employment Minister Kateri Champagne Jourdain, which oversees the DEC, said it has taken note of the report.

“Several of the recommendations have already been implemented by the DEC. In fact, since the fall, processing times have returned to the targets set,” the minister’s press secretary, Bénédicte Trottier Lavoie, said.

With files from The Canadian Press