Any person may file a complaint directly to the health and social service center of his or her territory, by communicating with the regional service quality and complaints commissioner.
According to the first paragraph of Article 60 of the Act respecting health services and social services (LSSSS) (L.R.Q., c. S-4.2) : “A complaint may be addressed directly to the agency by any person who uses the services of a community organization within the meaning of section 334 or is lodged in a private nursing home or by a community organization referred to in section 454, or in a private seniors’ residence referred to in section 346.0.1, regarding the services the person received or ought to have received from the organization or residence.”
Respect for residents’ rights is essential for providing quality services. In this sense, the purpose of the complaint examination system is to improve the quality of services and the betterment of all people who, one day, will need them.
You have rights
Reiterating that respect and recognition of the residents’ rights should inspire the actions towards them and that the resident must, in every intervention, be treated with courtesy, fairness and understanding, with respect for his or her dignity, autonomy and needs, the ethics code should allow residents and their representative to file a complaint.
In case of dissatisfaction
Any resident or, where applicable, his or her representative, can file a complaint concerning services received or that should have been received.
The resident may, first, express his or her dissatisfaction to the operator and attempt to reach a settlement.
Regarding health and social services, the objectives of the complaint review system are to provide the complainants with a valid and credible interlocutor, to respond quickly to their reason for dissatisfaction, and to keep them informed regarding the follow-up of their complaint, whatever may be the conclusions.
Who to contact
Residents’ complaints will be handled by the service quality and complaints commissioner of the CIUSSS
To reach the commissioner, here are the contact informations:
Office of the service quality and complaints commissioner
4675, Bélanger Street, Montreal (Quebec) H1T 1C2
Telephone : 514 593-3600
Fax : 514 593-2106
Email : firstname.lastname@example.org
For more help…
Any resident or, if applicable, his or her representative, who is dissatisfied with the conclusions that the regional service quality and complaints commissioner has provided following the examination of a complaint may contact the Québec Ombudsman: