Pour les usagers insatisfaits des services du Réseau de la santé et des services sociaux sur l'Île de Montréal

Mandate of CAAP

The Centre d'assistance et d'accompagnement aux plaintes de l'Île de Montréal is a community organization mandated by the Health and Social Services Minister, following consultation with the Health and Social Services agencies, to assist and support, upon request, users residing in the Island of Montreal territory wishing to lay a complaint to a Health and Social Services network institution, to a Council of Physicians, Dentists and Pharmacists (CPDP), to the Agency of the Health and Social Services or to the Quebec Ombudsman (Protecteur du citoyen).

How the CAAP may help you:

  • Provide information and guidance as required;
  • Listen and identify with you the subject of your complaint;
  • Provide information about your rights and the complaint procedure;
  • Help you build your case and write your complaint if required;
  • Provide assistance and coaching in every step of the recourse (for example, meeting within the complaint process) in order to facilitate conciliation with the party involved.

Our responsabilities are spelled out in Bill 83, amending in 2005 the Act respecting the Quebec Ombudsman with regards to Health and Social Services and the Act respecting the Health and Social Services.

Upon request, information sessions related to our services, the user rights and the complaint procedure are available to groups, free of charge.

Here is the file you have to complete if you wish to have a free information session on the complaint procedure.


Demand for an information session