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Help and complaints

The health and social service network of Montréal provides services to thousands of users every day. To maintain and improve service quality, we invite any user who is not satisfied with services he received or ought to have received to file a complaint. This is the best way for users to not only protect their rights but also help correct the situation so that it does not happen again.

A Service Quality and Complaints Commissioner is appointed for each healthcare institution in the region, for the Corporation urgences-santé and for the Agence de la santé et des services sociaux de Montréal. Commissioners are specially trained to examine complaints by users of health services and social services. We see complaints as indicators that will help us to review our practices and policies in order to improve the quality of the services we provide.

Where should I go to file a complaint?

If you are not satisfied with services, begin by raising the issue with the staff or professionals at the institution concerned. This simple step often leads to an acceptable solution. If you are still not satisfied, we recommend that you follow our procedure for the examination of complaints. The steps are as follows:

If your complaint concerns services:

  First recourse Last resort

For services provided by an institution or by an intermediary or a family-type resource affiliated with an institution, or for services provided by a physician, dentist or pharmacist practicing in an institution within the health and social services network

 The local Service Quality and Complaints Commissioner at the institution concerned

Time limit: 45 days

Ombudsman

(excepting complaints that involve a physician, a dentist or a pharmacist)

For services provided by a community organization, by an organization or company under contract with the Agence, by a seniors’ residence, or by the Agence itself

 

The regional Service Quality and Complaints Commissioner for the Agence

Time limit: 45 days

Regulations
(R2007-02_english)

Ombudsman
For services provided by 'Urgences-Santé The regional Service Quality and Complaints Commissioner for Urgences-Santé

Time limit: 45 days 		Ombudsman

IMPORTANT !

The goal of the complaint examination program is to improve the quality of the health and social services provided. The program does not replace the legal system, courts of law or administrative tribunals (for example, lawyers and the police).

Please note that complaints relative to the deontological codes of health professionals (doctors, nurses, psychologists, social workers, etc.) working at health and social services institutions must be addressed to the relevant professional order (see links, below). Complaints about the services provided in a private clinic should be addressed to the owner or manager of the clinic.

For services provided by health professionals, contact the professional order relevant to your case:

For a complete list of professional orders and your options in terms of recourse, please visit the Web site of the Office des professions du Québec.

Contact information:

The local Service Quality and Complaints Commissioner of the institution concerned

For the contact information of the local commissioner, contact the institution directly. To facilitate your research, you may:

The regional Service Quality and Complaints Commissioner

At the Agence, this role is assumed by Madame Ghislaine Tremblay. To assist Commissioner Tremblay in fulfilling her mandate, a managing consultant, a technician and a secretary have been appointed to study complaints and other files assigned to them. These professionals will make sure that you receive answers to any questions you may have about your rights and the legal aspects of the complaint examination procedure. They are also responsible for helping and accompanying you throughout all stages of the complaint process. If necessary, they will also redirect you or put you in contact with a person better able to meet your needs.

Office of the Regional Commissioner
3725 Saint-Denis, Montréal, Québec H2X 3L9
Tel. 514 286-6500, extension 6542
Fax: 514 286-5777
Email: 06_agence_plaintes@ssss.gouv.qc.ca

For more details, consult the regulations on the complaint examination procedure of the Agence de la santé et des services sociaux de Montréal, available in PDF format. You may also request a copy at the Office of the Regional Commissioner.

Regional Commission of the Corporation d'Urgences-Santé:

Urgences-Santé Costomer Service
3232 Bélanger, Montreal, Quebec H1Y 3H5
Tel.: 514 723-5606
Web site: www.urgences-sante.qc.ca

As a last resort, please contact the Ombudsman:

If you have not been informed of the results of the examination of your complaint after 45 days, or if you are unsatisfied with the reply you have received, you may, as a last resort, contact the office of the Ombudsman, who will re-examine your complaint.

Ombudsman:

Ombudsman
525, Boulevard René-Lévesque Est
Bureau 1.25
Québec (Québec) G1R 5Y4
Toll-free: 1 800 463-5070
Fax: 1-866-902-7130
Email: protecteur@protecteurducitoyen.qc.ca
Web site: http://www.protecteurducitoyen.qc.ca