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Two short articles a month are posted here on different aspects of the Québec Ombudsman, such as its role, how it can help you, recent interventions, the rights of citizens in their dealings with public services, and answers to your questions.
Keep your eyes peeled when you read a service receipt from SAAQ.
Has it ever happened that a government services agent has been somewhat short with you on the phone?
3,500: the approximate number of community organizations regarding which the Québec Ombudsman may process complaints and reports.
The Québec Ombudsman has to regularly explain to the people who come to it for assistance that certain services have limits, and rightly so.
The Québec Ombudsman reminded IVAC of its duty to provide citizens with complete, legible and regularly updated information.
Your complaint concerns a hospital pharmacist, dentist or physician. Can the Québec Ombudsman help you?
A woman died under violent circumstances. Her half-brother planned on being reimbursed for the funeral expenses under a government program. Simple? Not!!
By digging deeper—well beyond the basics for the complaint at hand—the Québec Ombudsman managed to get $30,000 in compensation for a road accident victim.
A man learned that the Régie du bâtiment had refused to renew his contractor’s licence based on something an unidentified someone had said…
The public system does not reimburse users who turn to private health services unless a prior reimbursement agreement exists.
A Directeur de l’état civil form intended to make the lives of new parents easier had the opposite effect…
The Québec Ombudsman can receive complaints about Québec public services from persons living in Québec or anywhere else in the world...
The Québec Ombudsman intervened further to a complaint by an independent financial security advisor against the Autorité des marchés financiers (AMF). His problem—forms transmitted to the AMF that went missing and worrisome time...
Parking sticker application form sent to SAAQ. Two different types of handwriting, two colours of ink on the document. That's all it took to make things complicated...
After an accident that left a man seriously disabled, the Québec Ombudsman investigates off-road emergency intervention services.
Ambulance transportation is free, isn't it? No, but there are exceptions. Here is a short guide to the fees most people pay when it's time to settle the bill.
Waiting for a CARRA, Revenu Québec, or CSST decision on money owed you? Make sure you get an answer in writing.
This is the story of a worm farmer who wants to be recognized as a farm producer.
Recently, a coat manufacturer was falsely found to have been associated with a tax fraud and received a proposed assessment of nearly $450,000 from Revenu Quebec, without being able to present its point of view. It turned to the...
In 2012, the context of the student strikes greatly affected the operations of certain Québec CEGEPs and universities. A complaint to the Quebec Ombudsman illustrates one of the many puzzles.
Are the institutions targeted for an investigation by the Québec Ombudsman warned in advance of visits by its representatives?
The story begins with an application for paternity benefits. The catch is that the young father cannot provide one of the documents required...
The Québec Ombudsman has received several complaints from workers whose reimbursement claims have been unfairly reduced by the CSST.
The SAAQ informed a driver that her licence would be suspended. The decision was related to a traffic accident... in which she had never been involved!
Is a child's time in the custody of each parent calculated in nights, days or hours? Question asked to the Régie des rentes.
"Please choose from the following options." Sound familiar?
Is your business entitled to cancellation of a penalty by the Registraire des entreprises?
If you are eligible for a group drug insurance program, you must join it. It is mandatory. If you don't, you may find yourself in a difficult situation.
People who have a dispute with a construction contractor can turn to the Régie du bâtiment for help. But there is little point unless the Régie acts on their request…
A simple matter of modesty…An elderly lady who was hospitalized objected to having a male orderly help her with her intimate daily care.
What’s the connection between the Québec Ombudsman and a gold watch that went missing at a hospital?
Generally speaking, dental work is not covered by the public hospital insurance plan. But, as we know, there are often exceptions to the rule…
A worker applied to the CSST for an income replacement indemnity. Four months later…, nothing!
Recently the Québec Ombudsman had the pleasure of telling a road accident victim that the SAAQ owed him more than $25,000.
Recently, the Québec Ombudsman turned its attention to integrity in the awarding of public contracts.
A public service makes a mistake that’s not your fault, that you couldn’t have suspected and... that you foot the bill for! What do you do?
Is it legit to require a will when someone applies for last-resort financial assistance?
One child care service has too many children, and another operates under the table. What next? The Québec Ombudsman investigates.
The Québec Ombudsman conducts investigations. But what are its powers?
Kuujjuarpik and Montréal are some 1,800 kilometres apart. A significant fact when you consider the report received by the Québec Ombudsman.
Complaints received by the Québec Ombudsman made the SAAQ aware that sometimes its administrative requirements go too far.
To unclog its emergency services, a hospital penalizes other and especially vulnerable users.
The Québec Ombudsman is formally committed to ensuring that any complaint it receives is kept fully confidential. This sounds good, but what does it really mean?
In the age of web accessibility, the Québec Ombudsman’s website is now more user-friendly than ever for people with disabilities.
How far have we come with providing assistance for men who are going through crisis?
When dealing with more than one public service at a time, you may find yourself directed to someone who then redirects you back to where you came from.
A father learns that he must reimburse the Régie des rentes for overpayment of child assistance benefits. What happened?
A man complained to the Québec on behalf of his elderly mother. He says that the CSSS didn’t keep its word.
The complaints that the Québec Ombudsman receives concerning access to home support services is clearly on the rise.
The Québec Ombudsman provides independent recourse. What does that mean? First of all, there’s the name of the organization: Protecteur du citoyen. In French, it literally means "citizens’ protector." Does this imply that it...
If you are dealing with a Québec government ministry or agency, it may be helpful to start by reading its Declaration of Services to the Public.
Numbers may not tell the whole story, but they do provide a quick overview of the Québec Ombudsman’s activities.
A few months ago, a building manager brought a strange situation at Régie de logement to the Québec Ombudsman’s attention.
The Québec Ombudsman’s Annual Report has just been released. What’s in it for you?
Better housing conditions for seniors: the Québec Ombudsman speaks out on the certification of seniors’ residences.
People regularly recover large sums of money thanks to the Québec Ombudsman’s work with public institutions.
The Québec Ombudsman pointed out to MAPAQ that it had failed in its duty to inform consumers.
Thousands of dollars in extra billings disputed.
Online gambling is an insidious but very real threat to potential problem gamblers.
Revenu Québec can’t tax the same income twice. Tax authorities needed a reminder of this from the Québec Ombudsman.
An area protected for its natural riches remained open to oil and gas exploration. Was this normal?
Poverty: Sometimes the Québec Ombudsman asks a ministry to make an exception for an extreme case.
International adoption applicants often feel like they are navigating a maze, with surprises at every turn. The Québec Ombudsman investigated.
Public services are offering more and more electronic transaction options to users. But is there a downside?
The Québec Ombudsman took action over the loans and scholarships of a Québec student studying at an American institution.
With new fees being charged to patients for previously covered services, it can be a challenge to know what’s what!
End-of-life palliative care is a regular cause of complaints to the Québec Ombudsman
The majority of complaints received by the Québec Ombudsman from people with disabilities are related to health and social services. Most of the time, the complainants are dissatisfied with:
certain residential resources;the...
Is it unreasonable to expect that the hold time for a phone call to a public service shouldn’t be longer than one minute?
The Québec Ombudsman is also Québec’s correctional ombudsman
A person living in a historic district wanted to do some construction work. What an undertaking!
"I am worried about the gradual erosion of the basket of publicly insured services," said the Ombudsperson at the public hearings on Bill 27.
In the following examples, a company and a municipality contested decisions by Revenu Québec (recently renamed “Agence du revenu du Québec”).
On April 1, 2011, Revenu Québec became the Agence du revenu du Québec.
The Québec Ombudsman investigates ambulance fees
Read about “real cases.” New accounts of complaints are posted on the website every Monday.
One third of the complaints the Québec Ombudsman processes involving government departments and agencies have to do with wait times. Here are some examples.
Users themselves can file a complaint with the Québec Ombudsman about the health and social services they receive – or don’t receive – or, in certain cases, they can have someone else file the complaint on their behalf. That...
Raymonde Saint-Germain, a former career civil servant, has been the go-between for citizens and the government for the last five years.
You visit a person in a nursing home and it’s clear that she’s being neglected by the staff.
If your complaint concerns the health and social services network, the Québec Ombudsman will intervene as a second recourse. But what does that mean?
Do you want to file a complaint with the Québec Ombudsman? First make sure that you’re where you should be for your particular problem.
There are various reasons why you might file a complaint with the Québec Ombudsman. Here are a few.
Having trouble dealing with a Québec government department or agency or a health and social services institution?