In the health and social services network, lodging a complaint is a legal right. And indicating dissatisfaction is an excellent way to improve quality of care and services. It is a useful contribution, both for yourself, and for all users at their care facility.
▶ Before filing a complaint, you are encouraged to first speak with the staff responsible for the care and services of the institution in question. If you decide to meet with this staff, you may be accompanied by a person of your choice or by a User’s Committee Representative. These Committees protect users’ rights and act as spokespersons when dealing with institutional authorities. Find a complete list of contacts for your area online.
▶ If you would like to express your dissatisfaction and make comments or suggestions for improvements without filing a formal complaint, you can contact the Centre intégré de santé et de service sociaux (CISSS) de l’Outaouais at 819-771-4179 or toll-free at 1-844-771-4179. This procedure is confidential.
▶ When a problematic situation cannot be solved easily, or if you are still not satisfied, the Act respecting Health Services and Social Services provides a mechanism through which a user can state his or her view, be heard, understood, and respected. Your complaint is always confidential and can be stopped at any time. To file your complaint, you must contact the Service Quality and Complaints Commissioner at 819 771-4179 or toll-free at 1 844 771-4179. For more detailed information about the complaint process, please visit the Health and Social Services Network Complaint Examination System website. This website also provides information on the complaint process for professionals who work in a private practice.
▶ If you need help to file a complaint, the Centre d’assistance et d’accompagnement aux plaintes Outaouais offers FREE and confidential services, including information and referral, support and advice, as well as assistance in filing a complaint. You can visit their website for more information, call them at 819-770-3637 or toll-free at 1-877-767-2227 or email them at .
For more information about your rights and about filing a complaint, visit our webpage Dissatisfied With Services? An Opportunity To Improve Them!
