Portail du réseau de la santé et des services sociaux de la régionde la Capitale-Nationale

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.

• The right to lodge a complaint
• Who can lodge a complaint?
• Who should I complain to?
• Do you need helping making a complaint?
• What happens when you make a complaint?
• Have you witnessed an unacceptable situation?

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:

• Establishment in the health and social services network
• Community health and social services organizations
• Ambulance services
• Private seniors’ residences
• Residential programs for drug abuse or problem gambling
• Health and social service agencies

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:

• Community health and social service organizations
• Ambulance services
• Seniors’ residences
• Residential resources for drug abuse or problem gambling
• The Agence de la santé et des services sociaux de la Capitale-Nationale

 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.

• Health and social service centres include CLSC’s, general care hospitals, family medicine units and residential and long-term care centres: 
  • Centre de santé et de services sociaux de Charlevoix
  • Centre de santé et de services sociaux de la Vieille-Capitale
  • Centre de santé et de services sociaux de Québec-Nord
  • Centre de santé et de services sociaux de Portneuf 
• Centre hospitalier affilié universitaire de Québec (CHA) 
  (Hôpital Saint-Sacrement and Hôpital de l’Enfant-Jésus)

• Centre hospitalier universitaire de Québec (CHUQ)
  (CHUL, Hôpital Saint-François d’Assise and L’Hôtel-Dieu de Québec)
• Institut universitaire en cardiologie et pneumologie de Québec
• Institut universitaire en santé mentale de Québec
• Jeffery Hale Hospital and Saint Brigid’s Home
• Institut de réadaptation en déficience physique de Québec
• Centre de réadaptation en déficience intellectuelle de Québec
• Centre de réadaptation en dépendance de Québec
• Centre jeunesse de Québec
• Private CHSLD’s

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:

• Centre d’assistance et d’accompagnement aux plaintes de la Capitale-Nationale
• User committees or residents’ committees in establishments
• Service Quality and Complaints Commissioners

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.

1. The Service Quality and Complaint Commissioner receives your complaint.
2. The commissioner determines the reasons for your complaint based on your version of the facts and gets the point of view of those individuals and authorities involved.
3. Within 45 days of receiving your complaint, the commissioner provides you with the results of the analysis.
4. If necessary, the commissioner makes recommendations to the authority concerned and ensures follow-up.

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.

Consult the Web site of 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.