Network users
Anyone who has received — or tried to receive — health or social services.
Free and confidential service
Filing a complaint in health & social services.
CAAP Montérégie supports you — free of charge — through any complaint process involving a health or social services institution: CLSC, hospital, CHSLD, family medicine group or community organization.
“Your voice matters. We stand by you, in full confidence.”
CAAP Montérégie — Your ally
Grounds for complaint
What situations can we help you raise?
If you have experienced any of these situations within the health or social services network, our advisers are here to listen and act with you.
01
Care or services received
You are dissatisfied with the quality of care or services received in a facility of the public network.
02
Staff attitude
Lack of respect, inappropriate behaviour or communication problems with a staff member.
03
Access to services
Refusal of service, excessive delays or difficulty getting medical or psychosocial follow-up.
04
Respect of your rights
Your rights as a user of the health network were not respected (consent, confidentiality, information).
05
Living conditions
Hygiene, safety or quality-of-life issues in a CHSLD, intermediate resource or foster family.
06
Billing issues
You believe you were charged for a service that should have been free or covered by the RAMQ.
Institutions covered
Which institutions are concerned?
The complaints examination regime covers the entire public health and social services network, as well as several organizations it funds.
- CLSC
- Hospitals
- CHSLD (long-term care)
- Family medicine groups (GMF) & clinics
- Intermediate resources & foster families
- Community organizations funded by the network
- Pre-hospital emergency services (ambulance)
- Rehabilitation centres
Our approach
How does it work?
Five simple steps. One call is enough to get started — we walk the rest of the way with you.
- 01
Call us
Reach our toll-free line at 1 800 263-0670. An adviser quickly assesses your situation and your options.
- 02
Confidential meeting
We set up a meeting — by phone, video or in person — based on your preference and your area.
- 03
Complaint review
Your adviser reviews the facts and relevant documents, and identifies the complaints commissioner responsible for your file.
- 04
Drafting and filing
We help you clearly frame your complaint, put it in writing and file it with the complaints and service quality commissioner.
- 05
Ongoing support
We stand with you until the process ends, including a second recourse to the Québec Ombudsman if needed.
Timeline and commitment
How long does it take?
Quick first response
When you call, an adviser will answer or call you back within 24 to 48 business hours.
Legal review period
The complaints and service quality commissioner has 45 days to review your complaint and share their conclusions. We stay with you throughout that period.
Possible second recourse
If you are dissatisfied with the conclusions, we can support you in a second recourse to the Québec Ombudsman. Our service remains free, confidential and without obligation.
Who we serve
Who can benefit from this service?
Caregivers
Families and caregivers supporting a loved one within the health network.
Legal representatives
People mandated to file a complaint on behalf of a user who cannot do so themselves.
Heirs
Relatives of a deceased user who wish to file a complaint on their behalf.
Act now
Don't face the network alone.
A single call can change everything. Our advisers are ready to listen, inform and support you — free of charge and in full confidence.
Call our toll-free line
Available in French and English, Monday to Friday.
Find your adviser
Locate the REP adviser who serves your area in Montérégie.
Would you like personal support?
You are not alone. Write to us in full confidence: an adviser will call you back with care to listen and guide you, at your own pace.