The right to complain

Quebec law grants every user of the health system the right to file a complaint without fear of reprisal. Making a complaint should not — and legally cannot — result in reduced services or other negative consequences to your care.

A formal complaint is appropriate when:

• Informal discussion with your care coordinator has not resolved the issue
• Services have been reduced or cancelled without satisfactory explanation
• You believe the assessment significantly underestimated care needs
• A service was not delivered as promised
• You were treated without respect or dignity
• You disagree with a clinical decision and want a formal review

Who handles complaints

Each CIUSSS and CISSS in Quebec has a Commissaire aux plaintes et à la qualité des services (CPQS) — a complaints commissioner whose role is to investigate and respond to complaints from health service users.

The CPQS is independent from the clinical teams and reports directly to the board of the health authority. They cannot be part of the service being complained about.

To find your CPQS:

• Contact your CLSC directly and ask for the complaints commissioner's contact information
• Check the website of your regional CIUSSS or CISSS

How to file a complaint

You can file a complaint:

• By phone — call the CPQS directly
• In writing — by email or letter
• In person — by meeting with the CPQS

You can file the complaint yourself, or have someone file on your behalf (a family member, a lawyer, or a community organization).

What your complaint should include

• Your name and contact information (or the person on whose behalf you are complaining)
• A clear description of the situation
• What you requested and what happened
• What dates and people were involved
• What you are asking for as a resolution

Keep a copy of everything you submit.

What happens after you file

The CPQS must acknowledge your complaint promptly. They have a legal obligation to respond within a specified number of days (typically 45 days for a standard complaint under the Act respecting health and social services).

During the investigation, the CPQS may contact you for additional information and will investigate with the relevant staff. You will receive a written response.

If you are not satisfied with the CPQS's response, you can escalate to the Protecteur du citoyen.

See also

• Sample Complaint Letter — a template you can adapt
• Protecteur du citoyen — for escalating unresolved complaints
• Timeline of the Appeal Process — for an overview of how long each stage takes