The Complaint Examination System
Improving the quality of services is our constant concern!
The Act with respect to health services and social services provides for a complaint examination system that allows people who believe their rights as users have been infringed to express their dissatisfaction or file a complaint.
Your rights as a user
- the right to be informed of existing services and the way to obtain them;
- the right to receive, with continuity and in a personalized and safe manner, services that are scientifically, humanly and socially appropriate;
- the right to choose the professional or institution you wish to receive services from;
- the right to receive emergency care;
- the right to be informed of your state of health, and of the various options open to you and their consequences, before giving your consent to care;
- the right to be informed as soon as possible of any accident that occurs during the provision of services;
- the right to be treated, at all times, with courtesy, fairness and understanding, and with respect for your dignity, autonomy, needs and safety;
- the right to accept or refuse care, on your own or through your representative, freely and in an enlightened manner;
- the right to have access to your record, which is confidential;
- the right to participate in the decisions that concern you;
- the right to be accompanied or assisted by the person of your choice in obtaining information about services;
- the right to file a complaint without the risk of reprisal, to be informed of the complaint examination procedure and, if required, to be accompanied or assisted in the procedure;
- the right to be represented in regard to all your recognized right if you are temporarily or permanently unable to give your consent;
- if your are an English-speaking user, the right to receive services in English, according to the government access program.
The complaint examination system
Who can file a complaint?
Users or their representatives, and the heirs or legal representatives of deceased users can file a verbal or written complaint by telephone, by mail or in person.
Why file a complaint?
Filing a complaint is a constructive approach to ensuring respect for the rights of users. You can thereby contribute to improving the quality of health and social services.
To whom is a complaint made?
Are you dissatisfied with the care and services you received or believe your rights were not respected? The service quality and complaints commissioner is there to deal with your complaint, promote the quality of services and ensure respect for your rights.
But you should first talk to the people in charge of the care and services in question.