The Protecteur du citoyen
How Quebec's independent ombudsman can help families who have exhausted internal CLSC complaint processes.
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The Protecteur du citoyen
What is the Protecteur du citoyen?
The Protecteur du citoyen is Quebec's independent ombudsman — a government office that investigates complaints against public bodies, including health and social service authorities (CIUSSS/CISSS).
It is the highest level of independent escalation available within the Quebec public system. It is separate from the CLSC, separate from the CIUSSS, and answers to the National Assembly rather than to any ministry.
When to contact the Protecteur du citoyen
The Protecteur du citoyen is appropriate after internal processes have been exhausted:
- You have spoken with your care coordinator and management — and it wasn't resolved
- You filed a complaint with the Commissaire aux plaintes et à la qualité des services (CPQS) — and you are not satisfied with the response
- You believe you have been treated unfairly by a public health authority
You must have received a response from the CPQS (or allow the legal deadline to pass without response) before the Protecteur du citoyen will normally accept your complaint.
What the Protecteur du citoyen can do
The office can:
- Investigate complaints about how a person has been treated by a public health authority
- Make recommendations to the authority to correct errors or remedy unfair situations
- Publish reports on systemic issues in the health system
The Protecteur du citoyen cannot:
- Force a CIUSSS to change a clinical decision
- Provide legal representation
- Award financial compensation
However, their recommendations are taken seriously, and many cases are resolved through their investigation.
How to contact them
- Website: protecteurducitoyen.qc.ca
- Phone: 1-800-463-5070 (toll-free)
- Service is free
- Available in French and English
You can describe your situation by phone and they will advise whether your complaint falls within their mandate.
Other options
If you feel your situation requires legal advice or advocacy beyond what these processes offer, organizations like FADOQ and caregiver advocacy groups may be able to connect you with community support. A legal aid clinic (Aide juridique) may also be appropriate in complex cases.
Sources & References
Related Articles
What should I do next?
Educational guidance only. This article is based on publicly available information from Quebec government and caregiver organizations. It does not constitute medical, legal, or policy advice and does not guarantee any particular outcome. Always contact your CLSC or care coordinator directly for guidance specific to your situation.