Procedure for filing a complaint


At the first level

You are dissatisfied with the care and services provided by:

  • a health and social services institution
  • an intermediate resource
  • a family-type resource
  • of any organization, company or person the institution uses

You can file a verbal or written complaint with the local service quality and complaints commissioner of the institution involved.

At your request, the personnel of the institution will give you the name and telephone number of the local commissioner.

You are dissatisfied with the care and services you receive from:

  • a community organization
  • a private nursing home
  • a residence for the elderly
  • an ambulance transport service
  • or a health and social services agency

You can file a verbal or written complaint with the regional service quality and complaints commissioner

You are still dissatisfied after your complaint is examined


At the second level

You are dissatisfied with responses or conclusions of the local or regional service quality and complaints commissioner

You can apply to the office of the public protector.

However, if your complaint concerns a professional practicing in a health and social services institution, such as physician, a dentist, a pharmacist or medical resident*, the commissioner will send it to the medical examiner and will inform you of that.

And if you are still dissatisfied with the responses or conclusions of the medical examiner, you can exercise your right of recourse to the institution's review committee.


*The private practices of physicians, dentists or other health professionals are not covered by the complaint examination system, unless they are bound by a service agreement to an institution in the health and social services network.

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