Are you thinking of filing a complaint?
Our mission is to support you every step of the way, respecting your choices and your power to act.
Know your rights in the health and social services network
Did you know that you have rights when you receive care or services?
Here are some of the most important:
- Find out what services are available near you and how to access them.
- Receive adequate, safe care that respects your dignity.
- Choose your healthcare professional or facility.
- Give your consent before any care, treatment or intervention.
- Be involved in all decisions concerning your health.
- To be accompanied by someone you can trust in your dealings with us.
- Right of recourse and complaint.
- Get services in English if you need them.
- Have access to your medical records from the age of 14 and protect their confidentiality.
- Right to end-of-life care.
- No one can impose care on you without your consent. You always have a say.
Need help enforcing your rights? Contact us, we’re here for you!
Source : Quebec Act respecting health services and social services (chap. S-4.2)
File a complaint
If you believe your rights have not been respected, it’s worth:
- File a complaint with our assistance if you wish to improve the quality of our care and services.
- Request an intervention if you experience an urgent situation requiring rapid action, or if you witness a failure to respect the rights of a user or group of users.
- Make a report if you are a victim or witness of abuse.
Who can lodge a complaint?
- The user himself (any person receiving or due to receive care or services).
- The parent, guardian or legal representative of a user under the age of 14.
- A relative or any other person with an interest in a temporarily incapacitated adult user.
- The heirs or assigns of a deceased user.
How does the complaints system work?
Your complaint is first analyzed by the complaints commissioner, who responds within 45 days. If you are dissatisfied, you can appeal to the Québec Ombudsman. If you have a complaint about a doctor, pharmacist or dentist, it is evaluated by the medical examiner. If you disagree, you can request a review by an independent committee. If professional misconduct is found, a disciplinary investigation may be launched.
Contact us
1 800 263-0670
Frequently asked questions
Will my complaint remain confidential?
Yes, all complaints are treated confidentially. Also, when a user files a complaint, it is not mentioned in his or her medical file.
Can I get financial compensation for my complaint?
No, because a complaint addressed to the Service Quality and Complaints Commissioner, the Québec Ombudsman, the Medical Examiner or the Review Committee is aimed at improving the quality of care and services. If you wish to obtain financial compensation, you must take legal action. The assistance of a legal service is recommended in this case.
Does CAAP collude with the people who handle complaints in the health and social services network?
CAAP is neutral. All our interventions are carried out with the same concern for objectivity, both for the user and for the installation concerned.
If I file a complaint, can I be the victim of reprisals?
The person filing a complaint must not, under any circumstances, suffer reprisals. Should such a situation arise, the person must inform the Complaints and Service Quality Commissioner, who will intervene without delay.