The Service Quality and Complaints Commissioner in each organization acts independently. Commissioners are appointed by the board of directors and are accountable directly to the board. They have no other function besides that of commissioner. Having only this function ensures that commissioners do not find themselves in situations of conflict of interest when it comes time to deal with a complaint.
Are you dissatisfied with the care or service you have received?
Do you feel that your rights were not respected?
Please let us know.
Lodging a complaint is a positive act. It helps ensure that your rights are respected and also helps improve the quality of health and social services.
People working in the health and social services network do their utmost to provide the best care and services possible. It can happen, however, that you are not fully satisfied. If you talk the matter over with the personnel concerned, there is a good chance that you will find a solution.
If you believe that your rights have not been respected, however, the Health and Social Services Act gives you the right to lodge a complaint with the Service Quality and Complaints Commissioner. This is a completely independent position whose services are confidential and free of charge.
Users, their authorized representative or their mandatary can lodge a complaint. The heirs or legal representatives of a deceased user may also lodge a complaint.
A user is a person who receives or who has received or who should have received a service from one of the following organizations:
Depending on the type of establishment concerned, you should direct your complaint to the Service Quality and Complaints Commissioner, at either the regional or local level.
The regional commissioner deals with complaints concerning the following types of establishments:
To reach the Regional Service Quality and Complaints Commissioner:
Dial 418 525-1500
Local commissioners deal with complaints concerning their particular establishment.
To find out how to reach a particular establishment, click on the appropriate link below. You will be taken to the establishment’s Web site or to its contact page.
There are people who can help you make a complaint. They can also guide you through the process. Their services are confidential and free of charge:
You can also have the help of a family member or a friend at any stage of the complaint process.
You can make your complaint verbally or in writing to the commissioners.
Under no circumstances should a person who lodges a complaint should under no circumstances be subject to any reprisal. In such a case, tell the Service Quality and Complaints Commissioner, who will intervene promptly.
If you have not received an answer to your complaint within 45 days or if you are not satisfied by the Service Quality and Complaint Commissioner’s answer, you can take your problem to the Québec Ombusdman.
You can tell the Service Quality and Complaints Commissioner about any situation that you feel is unacceptable.
Commissioners can intervene confidentially when any such matters are brought to their attention.