Health and Social Services Network Agencies and Authorities

In the health and social services sector, the Québec Ombudsman intervenes as a second recourse. As a general rule, you must first contact the local complaints and service quality commissioner of the establishment that provided the services that are the subject of your complaint or in some cases the regional complaints and service quality commissioner of your regional health and social services agency.

The health and social services complaint examination procedure informs the users about the type of intervention the Québec Ombudsman may undertake when acting at the second level, after the decision of the local or regional complaints and service quality commissioner.

Complaints concerning doctors, residents, dentists, or pharmacists practicing within a hospital, CLSC, or any other related establishment do not fall within the Québec Ombudsman’s jurisdiction. These complaints must be directed to the local complaints and service quality commissioner, who will transfer them to a medical examiner. If you disagree with the medical examiner’s decision, you may file a complaint with the review committee of the body involved.

Privately run medical, dental, and other healthcare facilities are not covered by this complaint review mechanism unless they hold a service agreement with a health and social services network establishment.

For any urgent situation or if you have questions, contact us!

If you are dissatisfied with the conclusions of the complaints commissioner or if you do not receive a response from the commissioner within 45 days, you may bring your concern to the Québec Ombudsman. We can help you if your complaint or report involves

A health and social services center (CSSS)
A hospital
A community health center (CLSC)
A residential and long-term care center (CHSLD)
A youth center
A rehabilitation center
An intermediate or family-type resource
A private nursing home for the elderly
A drug addiction and pathological gambling resource providing shelter
A community organization governed by the Act respecting health services and social services
An ambulance service enterprise
Any other agency, corporation, or person providing an establishment with services under an agreement.

The Complaints Assistance Center Ouvre ce lien externe dans une nouvelle fenêtre (1 877 767-2227) can also answer your questions and assist you throughout the complaints process.

The health and social services intervention procedure sets out the respective obligations of the institutions and the Québec Ombudsman when the latter is acting in response to a report or on its own initiative.