2020-2021 Annual Report

  • September 30, 2021
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Rapport annuel 2020-201

2020-2021 Annual Report

  • September 30, 2021

Message from the Ombudsperson

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Marie Rinfret, protectrice du citoyen

Learning from the crisis and acting now

"In reaction to the COVID-19 crisis, in the spring of 2020, Québec quickly came to a standstill. However, the health and social services network was put on high alert. As the months went by, a portrait emerged of people severely affected by the consequences of the pandemic which created and accentuated many vulnerabilities in an incalculable number of individuals. Given this context, "learning from the crisis" must be broadened. All public services must feel summoned to act. As we edge towards a post-COVID-19 world, the humanity and empathy we witnessed despite the torment within residential and long-term care centres (CHSLDs) must now, more than ever, set the tone for the concerns and actions of government departments and agencies, and healthcare institutions."

Marie Rinfret, Québec Ombudsperson

Signature Marie Rinfret

At a glance

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21803

requests processed

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12396

complaints, reports and disclosures

...
9407

referrals and information requests

...
42038

calls received

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66.00 %

of calls answered in less than 20 seconds

...
98.00 %

of recommendations accepted following our investigations

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Administration publique

Public service

  • 5 516 requests processed
  • Substantiated complaints: 26.2 %
  • Intervention concerning 58 government departments and agencies
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Services correctionnels

Correctional services

  • 4 620 requests processed
  • Substantiated complaints: 37.4%
  • Intervention with 18 correctional facilities within the jurisdiction of the Ministère de la Sécurité publique
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Santé et services sociaux

Health and social services

  • 2 001 requests processed
  • Substantiated complaints and reports: 39.2 %
  • Intervention concerning 138 bodies
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Intégrité publique

Public integrity

  • 171  disclosures processed
  • Substantiated disclosures: 4.1%
  • 127 bodies concerned
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Archives

* These PDF versions are available for people with a permanent or temporary impairment.