Quebec ombudsman calls for reforms over lengthy death certificate wait times

Quebec's ombudsman detailed on Wednesday the factors leading to extensive wait times for processing death certificates with the provincial agency that registers these documents. 

The 32-page report shows that an increase in deaths, change in workflows, outdated information technology systems and staffing shortages were the main reasons for the agency's inefficiency. 

The ombudsman's office launched the investigation after the office received more than 700 complaints alleging unreasonable delays in processing death certificates between May and August 2024. That's seven times the amount of complaints it receives on average per year, according to the report.

The investigation marks the third intervention the office has made since 2018 with the provincial agency, known in French as the Directeur de l'état civil (DEC), due to delays in processing death certificates, ombudsman Marc-André Dowd said at a news conference Wednesday.

"When the DEC imposes delays on citizens that complicate the settlement of an estate, the administrative issues can cause anxiety for bereaved families," Dowd said.

"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."

Wait times for receiving a death certificate peaked in July 2024 when delays ranged from 66 days for files that were complete at the time of submission and 85 days for those that were missing information.

In November of 2024, the DEC made a commitment on its website to limit delays to 20 working days — a target Dowd said is acceptable.

The ombudsman made a total of 11 recommendations to redress delays in services.

The first two recommend that the DEC develop by Oct. 31 a plan for addressing the expected increase in demand for death certificates and come up with a contingency plan.

According to the report, the DEC speaks of its agility and versatility, but it doesn't provide "any concrete action plan or a number of requests beyond which appropriate measures must be taken."

The report noted that the agency experienced intermittent connectivity issues that caused data loss. However, the DEC is in the process of migrating its network to the Employment Ministry's and will be automating some tasks and updating applications to improve service.

Lynda Baker-Thorslund, an Ottawa resident, said she's glad the ombudsman is recognizing how the delays add to the pain grieving families experience.

She said she had to wait nearly a year after her father's death before getting his death certificate in Montreal to close his bank accounts. The absence of updates on the DEC website and not knowing whether the DEC received the request for the death certificate were especially frustrating, Baker-Thorslund said. 

"It was lucky that I had retired because it was like a full-time job. Contacting people, waiting for phone calls back, trying to get through on the website," she said. "And you keep thinking, it must be me."

With the provincial death rate trending upward, Dowd said on Wednesday that the agency should adjust its tools and workflows based on the available projections.

"Being transparent [about potential delays] is also a sign of respect for citizens," Dowd said.

Bénédicte Trottier Lavoie, a spokesperson for the Employment Ministry, said in an email that it took note of the ombudsman's report and that several recommendations have already been implemented by the DEC. 

She said processing times have returned to the target wait time limit as of last fall.