Service quality and complaints
All users of the health and social services network of Québec are entitled to receive quality services. That’s why recourse is available for people who are not satisfied with the care and services received.
If you are not satisfied or if you have the impression that your rights were not respected, it is recommended that you first address the issue with the staff or a person in charge of the facility in question. This simple step often leads to a satisfactory solution. However, if your dissatisfaction persists, we recommend that you contact the Service Quality and Complaints Commissioner for assistance or to file a complaint.
Filing a complaint is a constructive action that ensures the respect of users and contributes to improving the quality of health services and social services. You are entitled to file a confidential complaint without any risk of reprisal.
Filing a complaint
In accordance with the Act respecting the governance of the health and social services system, the user or their representative may file a complaint regarding health services or social services they received, they should have received, they are receiving or they require. A person or their representative can also file a complaint with regard to services received in the field of health and social services, they should have received, they are receiving or they require.
The Commissioner may decide to intervene on their own initiative if, in light of the facts brought to their attention, they have reasonable grounds to believe that the rights of a person or group of people were not respected.
When a review of a complaint involves monitoring or assessing the quality of medical, dental or pharmaceutical acts or the services of a midwife performed within an institution or otherwise concerns the practice by a physician, dentist, pharmacist or midwife of their profession within this institution, it is handled by medical examiners. To contact a medical examiner, please communicate with the Service Quality and Complaints Commissioner.
You can file a verbal or written complaint by contacting us or using the following form:
How to contact us
Service Quality and Complaints Commissioner
Centre intégré de santé et de services sociaux de Lanaudière
1000, boulevard Sainte-Anne, Saint-Charles-Borromée (Québec) J6E 6J2
Telephone: 450 759-5333, extension 402133
Toll-free: 1 800 229-1152, extension 402133
Fax: 450 756-0598
You can receive assistance at any time during the complaints process from the following organizations:
Le Centre d’assistance et d’accompagnement aux plaintes de Lanaudière (in French only)
Les comités des usagers du CISSS de Lanaudière (in French only)
Reporting a situation of maltreatment
The local Service Quality and Complaints Commissioner is also responsible for processing reports under the anti-maltreatment policy adopted in accordance with the Act to combat maltreatment of seniors and other persons of full age in vulnerable situations, and, when the situation reported must be processed by another body, directing the person filing the report to this body.
You can report a situation verbally or in writing using the following form:
Have you been a witness to maltreatment?
Consult the section 
Personnes âgées/maltraitance (in French only).
Learn more
- The health and social services network complaint examination system
- The pamphlet “Improving the quality of services: Our concern!”
- The poster “Améliorer la qualité des services : notre préoccupation!”(in French only)
- Rapports annuels sur l’application de la procédure d’examen des plaintes (in French only)
The Complaints Process
If you have not received the Commissioner’s conclusions within 45 days following receipt of your complaint or if you are dissatisfied with the response, in accordance with the Act respecting the Health and Social Services Ombudsman, you can contact the Québec Ombudsman.
The Ombudsman is independent of institutions and ministries, and will conduct a new review of your complaint and communicate the decision to you.
Protecteur du citoyen
525 René-Lévesque Blvd. E., Suite 1.25
Québec (Québec) G1R 5Y4
Toll-free: 1 800 463-5070
Fax: 1 866 902-7130
E-mail: 
protecteur@protecteurducitoyen.qc.ca
Web site: http://www.protecteurducitoyen.qc.ca
If you have not received the conclusions of the medical examiner 45 days after receipt of your complaint or if you are dissatisfied with the conclusions, you can contact the review committee.
Review committee
Centre intégré de santé et de services sociaux de Lanaudière
1000, boulevard Sainte-Anne, Saint-Charles-Borromée (Québec) J6E 6J2
Telephone: 450-759-5333, extension 402133
Toll-free: 1-800-229-1152, extension 402133
Fax: 450-756-0598