By demanding respect

for your rights, you will be respected

Make a complaint

Quebec has provided a system to improve the quality of care and services in the Health and Social Services network. This system is called the Complaint Examination System in the Health and Social Services. It was introduced following the recommendations of the Rochon report. This report showed that users dissatisfied with care services had only few recourses and places to have their case heard and thus make any progress.

The Complaint Examination System is a system based on all parties’ good faith. If your goal is to obtain financial compensations or damages, you must hire a lawyer.

Any complaint must be treated with due diligence and under the seal of confidentiality. The law also stipulates that reprisals are strictly forbidden.

Filing a complaint is not an act with negative connotations. On the contrary, it allows the institutions to adjust and correct situations that may have never been observed otherwise.

WHY MAKE A COMPLAINT?

WHO CAN MAKE A COMPLAINT?

Users having received, receiving, or needing (but not receiving) care from a health or social services institution or organization
Users’ legal representatives
Heirs or legal representatives of a deceased user

REASONS FOR FILING A COMPLAINT

To report your dissatisfaction with the services you have received
To help improve services offered in the health and social services network
To hold individuals responsible for a problematic situation accountable so that they can correct it and prevent it from happening again
To enforce your rights
To improve a situation that needs to be addressed

Who will handle my complaint and what are the steps in reviewing complaints?

Initial reviews of complaints are conducted by the Integrated Health and Social Services Centres (CISSS).

We will accompany you throughout the entire process

IF YOUR COMPLAINT CONCERNS:

A hospital
A residential and long-term care centre (CHSLD)
A local community service centre (CLSC)
A rehabilitation centre
A youth centre;
A transitional or family-type resource
A community organization
Ambulance services
Private seniors’ residence
Any person or organization with whom a service agreement has been created by the Integrated Health and Social Services Centres (CISSS).

OR

A physician
A dentist
A pharmacist

START FILING YOUR COMPLAINT NOW

HOW TO MAKE A COMPLAINT

INFORMATION

Our services
The rights of users of health and social services
The complaint examination system
Other possible recourses

Depending on your needs, we can also direct you to other resources.

SUPPORT AND ADVICE

Are you considering filing a complaint but aren’t ready to undertake the process outlined in the complaint examination system? Don’t hesitate to consult us for information about the steps to follow to file a complaint and the various options available to you.

STEPS TO FOLLOW TO MAKE A COMPLAINT

You’ve decided to go ahead and undertake the process to file a complaint? Here’s how we can help:

By helping you clarify your situation, dissatisfaction, and expectations
By providing you with all of the information on the process of filing a complaint and the required documents
By helping you draft your complaint, as needed
By accompanying you to meetings with the different designated bodies
By facilitating conciliation with concerned bodies
By helping you follow up on your complaint

complaint process

TAKE THE FIRST STEP!

WE WILL ACCOMPANY YOU THROUGHOUT THE ENTIRE PROCESS

Le Centre d'assistance et d'accompagnement aux plaintes – Laval’ mandate is to assist and accompany you throughout the process. Our mission is not to process your complaint, but to assist you throughout this entire procedure. Our services are free and confidential.