It's your Right to File a Complaint
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.
Find some of the most frequently asked questions below, or you can visit the Quebec.ca website for more detailed information about your rights and the complaints process.
I can file a complaint with which public health care or social service facility?
It can include an institution in the health care and social service center, a long-term care facility, a community organization, a private seniors home, an intermediary resource, an ambulance transport service, a family-type resource, or a private group home (i.e., drug addiction or pathological gambling).
Who Can File A Complaint?
The user or his or her representative, or the heir or legal representative of a deceased user, who believe their rights have been infringed or are dissatisfied with the services received may express their dissatisfaction or file a verbal or written complaint by phone, email or in person.
Who does one go to in order to lodge a complaint?
- 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 member, you may be accompanied by a person of your choice or by a Users’ Committee Representative.
- 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 services 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, 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: Health and Social Services Network Complaint Examination System.
Centres d'assistance et d'accompagnement aux plaintes (CAAP)
What if I need help to File a Complaint?
- La User’s Committee in your area protects users’ rights and act as spokespersons when dealing with institutional authorities. You can also find a complete list of contacts for your area.
- La 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 also call them at 819-770-3637 or toll-free at 1-877-767-2227 or email them at .
Is there the possibility of a second recourse?
In the event that the user is not satisfied with the response given by the institution or with the measures put in place to resolve the situation, he or she can apply to the Quebec Ombudsperson, call 1-800-463-5070 or email .
Where can I find additional information?
- La Regroupement Provincial des Comités des Usagers.
- Éducaloi’s online guide: The Law and Mental Health: What you Need to Know
