Examination of your complaint

  1. The service quality and complaints commissioner receives your request and can help you formulate your complaint.
  2. The commissioner examines your complaint to clearly ascertain the problem and try to resolve it. She or he will ask you for your version of the facts at that time.
  3. The commissioner then gathers information from the people involved.
  4. The commissioner intervenes in the manner she or he deems most appropriate when informed that there have been reprisals, in any form whatsoever, against a person who has formulated or intends to formulate a complaint.
  5. The commissioner informs you of the examination findings withing 45 days following receipt of your complaint. The commissioner's conclusions are accompanied by the solutions she or he feels are appropriate for resolving the problem, or the corrective measures she or he recommends be taken by the people involved.

Your complaint is dealt with in complete confidentiality.

Do you need assistance in formulating your complaint or would you like to be accompanied
during the procedure for filing a complaint?

Several options are open to you.

The service quality and complaints commissioner to whom you apply can help you.

The Centre d'assistance et d'accompagnement aux plaintes (CAAP; complaint assistance and support center) in your region can help you. The CAAP is a regional community organization mandated by the Minister of Health and Social Services. Its services are free and confidential.

The users' committee of the institution involved can also help you. All institutions must have a users' committee. The local service quality and complaints commissioner can give you the committee's telephone number.

Any person you choose can accompany or assist you in the complaint examination procedure.

You witnessed or are aware of a situation in which the rights of a user or a group of users have not been respected.
You can give verbal or written notification to the services quality and complaints commissioner, who is empowered to intervene.
The service quality and complaints commissioner can also intervene on her or his own initiative.

Institutions determin the health and social services they provide, taking into consideration their mission, and the human, material and financial resources at their disposal.

Except for an emergency, nothing in the Act limits the freedom of a professional to agree or refuse to treat a person.