The satisfaction of our clientele is our main priority. However, there may be times when you feel that you did not receive the services you required or expected. 

Addressing your concerns

If you are concerned about the services you have received, or if you feel your rights have not been respected, we invite you to first speak with the staff or the program or unit supervisor. These people are in the best position to make the necessary changes required in your situation.

If you are not satisfied with the results of these efforts or if you feel that the situation requires it, you may file a complaint with the Local Service Quality and Complaints Commissioner in writing, in person or by telephone. You may also ask her for assistance in formulating your complaint.

Local Service Quality and Complaints Commissioner
Marie Amzallag
Centre de santé et de services sociaux Cavendish
5800 Cavendish Blvd., #600, Montreal, Quebec, H4W 2T5
Tel: 514-488-3673, ext. 1383; Fax: 514-485-1612
marie.amzallag.cvd@ssss.gouv.qc.ca

Procedure for filing a complaint

• The complaint must include the name, address and telephone number of the client, resident or person representing the client.
• A complaint must be sent directly to the Local Service Quality and Complaints Commissioner or to a staff member in one of the organization's sites who will forward it to her.
• In formulating a complaint, a person may be assisted or accompanied by anyone of his or her choice or by a member of the Users’ Committee.

Who can file a complaint?

• Any client or resident of the organization.
• A parent or legal guardian of a minor.
• A person legally authorized to represent someone who is unable to act on his or her own behalf.
• The curator, a guardian, spouse or relative, or anyone who has a particular interest in the client.
• The Centre d'assistance et d'accompagnement aux plaintes: 514-861-5998; caap@cpm.qc.ca

Role of the Local Service Quality and Complaints Commissioner

The Local Service Quality and Complaints Commissioner is responsible for evaluating your complaint in collaboration with the staff and departments involved. Her role is to conciliate the needs and expectations of those involved and to find solutions that are mutually acceptable, that will attenuate the consequences and that will seek to avoid a similar recurrence of the identified problems. She will submit a written report with her conclusions to you, the complainant, no later than 45 days following the day that the complaint was received.

If the complaint concerns a medical, dental or pharmaceutical act, the Local Service Quality and Complaints Commissioner will immediately forward it to the Medical Examiner. She will contact the person who has filed the complaint and will provide the results of the complaint analysis as quickly as possible.    

Right to recourse

If the person who has filed the complaint does not agree with the conclusions made by the Local Service Quality and Complaints Commissioner, he or she may appeal to the Health and Social Service Ombudsman, 500 René-Lévesque Boulevard West, Montreal, Quebec, H2Z 1W7, Telephone: 514-873-3205, Fax: 514-873-5665.

In the case of a medical service, if the conclusions of the Medical Examiner are not to the satisfaction of the person filing the complaint, he or she may submit the complaint to the review committee designated by the Board of Directors of the organization.  

• Users' Committee
• Client rights and responsibilities