You have the right to disagree

Quebec law gives all users of the health system the right to express disagreement with decisions made about their care. This right is protected, and exercising it does not put your existing services at risk.

If the CLSC has determined a level of care that you believe does not reflect actual needs, you have several options — from informal discussion to formal escalation.

Step 1: Talk to your care coordinator

The first step is always a direct conversation. Contact your care coordinator and express your concerns clearly and specifically.

Be prepared to:

• Describe what you believe is missing from the care plan
• Provide specific examples of daily challenges the current plan doesn't address
• Ask why specific services were not included or were reduced

Many disagreements are resolved at this stage through additional information, a misunderstanding being cleared up, or a follow-up visit.

If you don't get a satisfactory response from the care coordinator, ask to speak with their supervisor or the CLSC's chef d'administration de programme.

Step 2: Request a reassessment

If the situation has changed, or if you believe the initial assessment did not capture the full picture, request a formal reassessment. This starts the evaluation process again and can result in a revised care plan.

See the Requesting a Reassessment article for details.

Step 3: File a formal complaint

Every CLSC and regional health authority (CIUSSS/CISSS) has a Commissaire aux plaintes et à la qualité des services (CPQS) — a local complaints commissioner. Filing a complaint with this person initiates a formal review process.

You do not need a lawyer. The process is designed to be accessible. See the Making a Complaint article for guidance.

Step 4: Escalate to the Protecteur du citoyen

If the formal complaint process does not resolve the issue to your satisfaction, you can escalate to the Protecteur du citoyen — Quebec's independent ombudsman. This office investigates complaints against public bodies, including regional health authorities.

See the Protecteur du citoyen article for more detail.

A note on timing and documentation

At each stage, document your interactions:

• What you requested and when
• Who you spoke with
• What response you received
• What you did next

This record is useful if you need to escalate. It also ensures you have a clear account of what has been communicated and what hasn't.

What you should not do

Do not cancel or interrupt services while a dispute is in progress. Continue receiving whatever care has been approved while the process unfolds.