Everybody may need to result, at one time or another, to services provided by the healthcare and social services network. In most cases, they will be treated with understanding and respect of their dignity, their autonomy, their needs and their security. That being said, some services provided may lack in quality and healthcare users are best suited to identify these instances. By reporting the incident, users contribute to better the situation for themselves as well as for following users. The process does not attempt to pinpoint the guilty parties but rather to remedy to a problematic situation.  


How to go about filing a complaint?


According to Article 30, a person may choose to simply report an incident or file a complaint.


First step:


Your complaint must first be reported to the local complaint and quality services commissioner. However, if the filed complaint concerns a community organization, a private residence or ambulance services, you will have to notify the regional complaint and quality services commissioner of the Healthcare and Social Services Agency. You may file a verbal or written report. The person responsible in processing your complaint will have a 45-day delay to provide you with an answer. You may also meet someone if you wish to. Upon request, CAAP may accompany you to this meeting.


Second step:

If the answer provided is unsatisfactory, you have a two-year delay to address your case to the Protecteur du citoyen.


Complaint filed against a healthcare network doctor


You must address your complaint to the local institution’s commissioner. A doctor-examiner will process and follow through your complaint within a 45-day delay. If you are unsatisfied with the provided answer, you will dispose of a 60-day delay to present a review request. 


Institutions Subject to Duty :


  Centres de santé et de services sociaux (CSSS):

  Hospital Centres

  CLSCs (Centre local de services communautaires)

  CHSLDs (Centre d’hébergement de soins de longue durée)

  Rehabilitation Centres

  Youth Centres


  Foster Homes and Families

  Private Housing Residences;

  Healthcare and Social Services Agencies

  Gaming and Addiction Resources





May 24th, 2017

24e AGA 2017


November 30, 2016

Networking, connecting and getting healthy on South Shore!


Laughter is the Food of Life, the 3rd annual Health Promotion Fair took place on October 29th in Brossard with 45 kiosks featuring interactive workshops, exhibits, and health related demonstrations. The diversity of kiosks is part of what makes this event so special where there is something for families, children, youth, seniors and the community at large. The main goal of this event was to promote health and nutrition while connecting the Montérégie English-speaking communities to the bilingual health services they are looking for, along with health tips and tools, crucial to a healthy lifestyle. This year’s guest speaker was Albert Nerenberg, an award-winning film director, journalist, entertaining speaker and one of the world’s top experts on laughter. He teaches new laughter techniques to groups all over the world. He says, "If you are what you eat, maybe you are what you act!"


This annual event is one of the ways in which the Assistance and Referral Centre for Health and Social Services (ARC) works towards its main objectives to contribute, connect, and share resources and information that supports community engagement and promotes community vitality in a meaningful and timely way. The success of this event is not only by connecting the community to the services but also by connecting the health and social service providers and community organizations to each other, making the fair an engaging networking opportunity that simply brings everybody together. Although this event highlights the vast array of services available it also still shows that there is still much work to do around access to bilingual services.


ARC would like to thank the planning committee, guest speakers, exhibitors, and guests, along with a special thank you to volunteers from Our Harbour for preparing the nutritious lunches. The success of the event came from collaboration with our partners and our community.


The event was organized by ARC in collaboration with the Montérégie English-speaking Regional Health and Social Services Partnerships Table and is made possible with Health Canada funding through the Community Health and Social Services Network (CHSSN).