All users of the health and social services system are entitled to access quality services. If you are not satisfied with a service provided or you believe that your rights have been violated, you can lodge a complaint.
Before beginning this process, it is first recommended to address your issue directly with the staff or professionals attending to you. Often, this simple step will lead to an acceptable solution.
If you are still not satisfied, you may resort to the Service Quality and Complaints Commissioner.
What does a Service Quality and Complaints Commissioner do ?
The office of the Commissionners is there to process your complaint, promote service quality and ensure that your rights are respected.
The Commissioner is an independent body. They process complaints in strict confidentiality and communicate their conclusions along with solutions that they believe could resolve the problem within 45 days.
How do I lodge a complaint?
Complaints must be lodged with the office of the Commissioners should you not be satisfied with the care and services that you have received in one of the following facilities:
- Intermediary resource (RI);
- Family resource (RTF);
- Organization, society or person to which/whom the institution has recourse.
If your complaint pertains to a professional (i.e. physician), the office of the Commissioners will forward it to the office of the Medical Examiner for examination.
Still not satisfied?
If you are not satisfied with the conclusions of the Commissioners after the review of your complaint, you may write to the:
Need help getting started?
The Centre d'assistance et d'accompagnement aux plaintes (CAAP) de l'Outaouais is a community service mandated to assist people wishing to lodge a complaint. Its services are free and confidential.
Centre d'assistance et d'accompagnement aux plaintes de l'Outaouais
92, boulevard Saint-Raymond, suite 203
Gatineau (Québec) J8Y 1S7
Tel.: 819 770-3637
Toll free: 1 877 767-2227
Fax: 819 770-4748
Web Site for the Centre d'assistance et d'accompagnement aux plaintes
Cheminement d'une insatisfaction ou d'une plainte
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