Santé Montréal

How to express your satisfaction or file a complaint

How to express your satisfaction

If you would like to express your satisfaction with services that you have received from the Montréal health and social service network, you can communicate with the local service quality and complaints commissioner of the institution where you received services. 


How to file a complaint

Every effort is made to ensure the quality of the services offered by your institution. However, it is possible that you may not be satisfied with the services you have received. If so, you can file a verbal or written complaint. If necessary, you can get help from the Centre d'aide et d'accompagnement aux plaintes (CAAP) (website in french only) for the Island of Montréal. The table of deadlines and means of recourse (in french only) may also be useful. 


You will then have to send your complaint to the local or regional complaints commissioner of the institution in question. Once the commissioner has received your complaint, you will be advised and a first evaluation of the complaint will be done. Your complaint may be rejected if it is deemed inadmissible (i.e., if it is not related to one of the users' rights or to the quality of services, is groundless, or lies outside of the commissioner's jurisdiction). 


On the other hand, if the complaint is deemed admissible, the commissioner will investigate the case, question the user and any other persons implicated, and check the facts. The commissioner must inform the user (or the user's representative) of his or her conclusions within 45 days. The conclusions are sometimes accompanied by recommendations to the Board of Directors, management and or the person responsible for the service in question at the appropriate level (institutions, community organizations, regional health and social services agency, etc.). 


The commissioner must also inform users who have filed complaints that that they can appeal to the Health and Social Services Ombudsman if they are not satisfied with the commissioner's decision. 


If you are dissatisfied with services you have received from professionals, you can also contact their respective professional orders: 

You will find a complete list of professional orders and an explanation of the possible means of recourse on the website of the Office des professions du Québec

For more information, contact a commissioner and visit the Éducaloi website.

See also

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Last Update : 12 September 2019