Health and Social Services: the Right to Lodge a Complaint

If you are dissatisfied with the quality of the services, or if you believe your rights have been violated, you can file a complaint.

Everyone who uses Québec’s Health and Social Services Network has legally recognized rights. For example, you have the right to:

  • receive adequate ongoing and personalized services
  • be informed about the state of your health
  • participate in decisions that affect you

If you are dissatisfied with the quality of the services you have received, or if you believe your rights have been violated, you can file a complaint under the Complaint Examination System established by the Québec Act Respecting Health Services and Social Services.

The institutions involved are required to deal with your complaint and provide you with reasoned conclusions. When appropriate, the institution must implement corrective measures to ensure that the situation causing your complaint does not reoccur. The goal is to help you, as a user of health and social services, exercise your rights and express your dissatisfaction, with a view to improving the quality of the services offered to the public.

To facilitate the use of this mechanism, a person has been designated in each region of Québec to assist users in the complaint process. You can contact this person for information about your rights regarding health and social services and the handling of complaints. This service is free and confidential.

Contact the Centre d’assistance et d’accompagnement aux plaintes (CAAP) in your region:

1-877-SOS-CAAP (1-877-767-2227).

Research and text: Julie St-Jean, Dt.P., Dietitian, Diabetes Québec.

July 2014

References:

Fédération des centres d’assistance et d’accompagnement aux plaintes (FCAAP) (2014). [Online]. Found at http://fcaap.ca/ (Website consulted on July 10, 2014).

Ministère de la santé et des services sociaux. (2014). The Health and Social Services Network Complaint Examination System [Online]. Found at http://sante.gouv.qc.ca/systeme-sante-en-bref/plaintes/ (Website consulted on July 10, 2014).