The complaint procedure contemplates two recourses. As a first step, the complaint may be laid verbally or in writing to the Health and Social Services institution or agency, according to the services involved. The local or regional service quality and complaints commissioner shall render his justifed conclusions within 45 calendar days. The complaint may be raised to the second recourse before the Health and Social Services Ombudsman (Protecteur du citoyen) if the time limit is not met or the conclusions are not satisfactory. The conclusions of the complaint may result in the implementation of corrective actions or in recommendations.
Complaints related to treatment care provided by a practician, a dentist or a pharmacist, are directed to the local service quality and complaints commissioner. Thereafter, they are forwarded to the medical examiner responsible for this type of complaint. If conclusions are not rendered within the prescribed time limit of 45 days or if the conclusions are not satisfactory, it is possible to raise the complaint to the second recourse before the Review Committee.
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Reference CAAP-Île de Montréal
4900 Jean-Talon West, Suite 210, Montréal, Québec, H4P 1W9
Local number : 514-861-5998
Fax number : 514-861-5999
Email : firstname.lastname@example.org
Quebec Ombudsman (Protecteur du citoyen)
c/o Mr. Marc-André Dowd
Protecteur du citoyen
1080 Côte du Beaver Hall
10th floor, Suite 1000
Phone: 514-873-2032 ou 1-800-463-5070
Fax : 1-866-902-7130