We support you
throughout the entire your process
Complaint process
The way a complaint is formulated and explained in context will guide the rest of the process. The reason for the complaint must be expressed in a clear, concise, and precise manner.
Find the process complicated? Our advisors will happily guide you through, whether you wish to communicate your complaint verbally or in writing.
The following image provides an overview of the steps to follow to submit a complaint and the prescribed processing times.
IF THE COMPLAINT IS AGAINST:
- keyboard_arrow_rightA hospital
- keyboard_arrow_rightA residential and long-term care centre (CHSLD)
- keyboard_arrow_rightA local community service centre (CLSC)
- keyboard_arrow_rightA rehabilitation centre
- keyboard_arrow_rightA youth centre
- keyboard_arrow_rightA transitional or family-type resource
- keyboard_arrow_rightA community organization
- keyboard_arrow_rightAmbulance services
- keyboard_arrow_rightPrivate seniors’ residence
- keyboard_arrow_rightAny person or organization with whom a service agreement has been created by the Integrated Health and Social Services Centres (CISSS).
The service quality and complaints commissioner will process the complaint and present a conclusion within a delay of 45 days. If the delay is not met or if you are dissatisfied with the conclusion, you may proceed with a second review with the Québec Ombudsman, who will:
- keyboard_arrow_rightReview your complaint
- keyboard_arrow_rightSubmit their conclusions and recommendations
The public ombudsman does not have a delay to process the complaint.
IF THE COMPLAINT IS AGAINST:
- keyboard_arrow_rightA physician
- keyboard_arrow_rightA dentist
- keyboard_arrow_rightA pharmacist
The service quality and complaints commissioner will submit your complaint to the medical examiner who will process the complaint within the same delays.
If the delay is not met or if you are dissatisfied with the conclusion, you have 60 days to submit your complaint to the institution’s review committee.
In the case of a serious error that might require disciplinary measures, your complaint could be submitted to the institution’s Council of physicians, dentists and pharmacists. There is no review deadline, but a follow up will be conducted every 60 days.
FOR A BREAKDOWN OF THE STEPS IN THE PROCESS, SEE THE IMAGE BELOW
THE HEALTH AND SOCIAL SERVICES NETWORK COMPLAINT EXAMINATION SYSTEM
All users of the health and social services network who believe their rights have been violated or are dissatisfied with the services received may express their dissatisfaction or file a complaint.
(Source: http://sante.gouv.qc.ca/en/systeme-sante-en-bref/plaintes/)
Network Complaint Examination System
The Health and Social Services
Complaints concerning health and social services
1st level complaint
Service quality and complaints commissioner
No deadline
Conclusion: 45 days
2nd level complaint
Québec Ombudsman
Deadline: 2 years
Conclusion: no deadline
Complaints against a doctor, dentist, pharmacist or medical resident
1st level complaint
Medical examiner
Administrative or organizational complaints
No deadline
Conclusion: 45 days
Collège des médecins du Québec
Disciplinary complaints
Follow up every 60 days
2nd level complaint
Review committee
Deadline: 60 days
Conclusion: 60 days
The CAAP-Laval can assist and guide you with all types of complaints, regardless of the institution concerned or the reason for the complaint, with respect and confidentiality.
An Act respecting health services and social services (L.R.Q., c. S-42.)