Want to complain about a CHSLD? | Protecteur du Citoyen
June 25, 2020

Want to complain about a CHSLD?

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COVID-19 or no COVID-19, service users’ rights remain the same. You are entitled to health services and social services that meet your human, social or medical needs. That’s what the law says.

Complaint or report: instructions

Are you dissatisfied with care or services offered by a CHSLD? 

Public CHSLDs report to an integrated health and social services centre (CISSS) or an integrated university health and social services centre (CIUSSS). To file a complaint, you must contact the service quality and complaints commissioner of the CISSS or CIUSSS concerned. The information for contacting commissioners is on the Ministère de la Santé et des Services sociaux website.

In the case of a private CHSLD, contact the residence’s commissioner. 

You can make a complaint in writing or verbally. If you need help, you can ask a family member or the complaint assistance and support centre (CAAP) in your region.

If you are unhappy with the commissioner’s answer, you can approach the Québec Ombudsman as a second level of recourse. Commissioners have 45 days to reply. If they do not get back to you by the deadline, you can contact us.

If you want to speak out against a situation that affects a third person, report it to us directly.

You can make a complaint or a report by phone at 1-800-463-507 or online. Your complaint will be handled confidentially. Our services are free, and there is no complicated red tape.

Need assistance or information?

To file a complaint, you can ask for help from the complaint assistance and support centre (CAAP) in your region. CAAP is an independent organization mandated by the Ministère de la Santé et des Services sociaux to help complainants with the process

The current health crisis is unnerving — COVID-19 symptoms and transmission, screening tests and instructions. If you have worries, call the government hotline at 1-877-644-4545 or visit Quebec.ca