Public inquiry into SAAQclic debacle begins today. Here's a recap of how we got here
Inquiry itself mired in controversy as it aims to shed light on who is responsible for the fiasco
A public inquiry into the disastrous rollout of Quebec's automobile insurance board's online platform — SAAQclic — is beginning today.
Since its launch in 2023, SAAQclic has been plagued by a string of failures, including a rocky launch that led to a customer service crisis and a $500-million cost overrun, revealed recently in a scathing report by the auditor general.
The inquiry is aiming to shed light on who is responsible for the fiasco. But even the inquiry itself is mired in controversy, with questions swirling about the impartiality of those leading it.
Here's a breakdown of how we got here.
Start of the SAAQclic saga
In February 2023, the Société de l'assurance automobile du Québec (SAAQ) debuted its online portal, centralizing most of its services into a single platform.
However, the launch didn't go as expected.
People across the province had trouble accessing the platform, and for weeks, frustrated drivers could be seen lining up in the cold outside the SAAQ's offices as the technical issues persisted.
Some car dealers were even unable to deliver vehicles to their clients because they couldn't complete the registration procedure.
Shortly after the deployment of the platform, Premier François Legault expressed his dissatisfaction with the digital transition, calling the situation "unacceptable" and demanding change.
Auditor general investigation
In April 2024, Quebec's auditor general Guylaine Leclerc launched an investigation into the rollout of SAAQclic, inviting the public to share their experiences.
The report that emerged on Feb.20, 2025 landed like a bombshell.
The report revealed, among other things, that the true cost of the SAAQ's digitization attempt had almost doubled to $1.1 billion with no tangible results to justify it. The system still fails to function as intended.
Leclerc's report also showed that decision-makers disregarded clear warning signs indicating the system was not ready for launch, with companies flagging problems with the portal.
She noted that fewer than 80 per cent of the required tests had been completed, adding that the rushed launch increased the risk of fraud and errors.
In the audit, the SAAQ defended itself. It acknowledged the findings but argued that customer satisfaction increased since the digital transformation.
Transport minister says she was misled
After the report came out, Transport Minister Geneviève Guilbault accused the bureaucrats in charge of the SAAQ of deliberately misleading her and other elected officials about the agency's financial situation and the implementation of SAAQclic, calling the report's findings "outrageous."
She opened an internal investigation into SAAQclic at the end of February and also contacted Quebec's anti-corruption squad, the Unité permanente anticorruption (UPAC), after she said she learned it was looking into the matter.
Quebec Treasury Board President Sonia LeBel also said she asked the Autorité des marchés publics (AMP), the agency that oversees public contracts, to conduct its own investigation.
Current president and CEO of the SAAQ Éric Ducharme acknowledged that the lack of transparency, particularly from a public organization, was unacceptable. But he justified the $500 million cost overrun by attributing it to future maintenance expenses.
Éric Caire, Quebec's minister responsible for cybersecurity and digital technology, resigned after facing intense criticism in the wake of the report's release.
Controversy over public inquiry
In early March, after mounting political pressure, Legault ordered an independent public inquiry into the SAAQclic debacle.
Starting Thursday, an independent commission will begin its work to identify the flaws that led to this situation, propose solutions to guide government public policies and help restore public trust.
Denis Gallant, chair of the SAAQclic inquiry, is expected to deliver his opening statement. However, his appointment has drawn criticism, with some raising concerns over a potential conflict of interest due to his past professional ties to LeBel, Quebec's treasury board president. Both were prosecutors at the Charbonneau Commission from 2011 to 2014.
According to Radio-Canada, LeBel also admitted to having dinner with Gallant and other former colleagues from the Charbonneau Commission as recently as March.
Quebec's opposition parties have called for Gallant's recusal.
Part of the job consists in investigating the Treasury Board's decisions, including LeBel's, noted Parti québécois Leader Paul St-Pierre Plamondon.
In a news scrum in March, Justice Minister Simon Jolin-Barrette argued that the link between Gallant and LeBel was public knowledge and posed no problem.
In a news release, Legault's office explained that Gallant's investigation will be "complementary" to the auditor general's report.
"Autonomous" and "independent," it will "carry out its functions in such a way as not to interfere with any ongoing or future investigations," adds the release.
Gallant's report is due by Sept. 30, 2025.
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Based on reporting by Matthew Lapierre, Isabelle Alexandre, Radio-Canada and La Presse canadienne