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35th Annual Report of the Protecteur du citoyen (2004–2005)
“This could happen to YOU”
The Protecteur du citoyen - Facts and figures
- During the 2004–2005 fiscal year, the Protecteur du citoyen handled 18,565 requests. The proportion of admissible requests, i.e., falling under the authority of the Protecteur du citoyen, increased from 53% to 55%. In 5,546 cases, we intervened with the departments and agencies concerned, and 1,566 of these complaints proved to be founded. The proportion of citizens wronged by government acts or omissions remained stable over the last year, at 28%.
- When complaints are not found to justify intervention, the Protecteur du citoyen informs citizens of their rights and recourse. In 3,342 cases, the Protecteur du citoyen supplied the information requested, had to refuse to intervene for reasons set out in its law, or had to interrupt its intervention for the same reasons or upon request by the individual concerned. It also chose to refer 1,362 people to the appropriate government department or agency, or their respective complaints offices. Lastly, just shy of 8,500 requests were deemed to be out of its jurisdiction, most often because they dealt with private matters.
- The Protecteur du citoyen has jurisdiction over 80 Government of Québec departments and agencies. This year, it fielded complaints regarding 55 of them. As could be expected, departments and agencies that offer services directly to the public were the ones most often complained about. Six departments and agencies alone attracted nearly 80% of all complaints: the Ministère de la Sécurité publique (3,402 inquiries); the Ministère de l’Emploi, de la Solidarité sociale et de la Famille (1,644); Revenu Québec (926); the Société de l’assurance automobile du Québec (917); the Commission de la santé et de la sécurité du travail (831); and the Ministère de l'Éducation (514).
In those departments and agencies where the Protecteur du citoyen intervened at least 20 times, the substantiated complaint rate was found to be over 25% in 10 cases:
Departments and agencies | Number of substantiated complaints | Percentage of substantiated complaints |
|---|---|---|
Ministère des Relations avec les citoyens et de l'Immigration | 58 | 61 % |
Ministère de la Sécurité publique | 648 | 36 % |
Ministère de l'Éducation | 123 | 35 % |
Société de l'assurance automobile du Québec | 163 | 30 % |
Régie du logement | 20 | 29 % |
Ministère de l'Environnement | 11 | 29 % |
Commission de la santé et de la sécurité du travail | 101 | 28 % |
Revenu Québec | 156 | 28 % |
Commission administrative des régimes de retraite et d'assurances | 10 | 28 % |
Ministère de la Justice | 9 | 27 % |
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