Retraite Québec: ensure no mistake was made before suspending financial assistance | Protecteur du Citoyen
January 27, 2020

Retraite Québec: ensure no mistake was made before suspending financial assistance

Corps

Femme lisant une lettre d'un air perplexe

The complaint

A mother learned that Retraite Québec had suspended her child assistance payments. She complained to the Québec Ombudsman.

The investigation

  • A mother received a letter concerning her child assistance payments, now called the "family allowance." The letter indicated that because of a control measure, Retraite Québec had suspended her payments.
  • The woman needed this money in order to provide for her family. She therefore contacted Retraite Québec to settle the matter as soon as possible.
  • This is when she learned that she should have received a letter from Retraite Québec a few weeks earlier. The first notice was to inform her about the control measure and the information to provide to have it ended. However, the letter was mailed to the wrong address. If she had gotten it, she could have taken steps more promptly and her Allowance would not have been suspended.
  • Despite her exchanges with Retraite Québec, nothing happened. So long as the control measure was not ended, the mother could not receive her allowance.
  • She complained to the Québec Ombudsman, which contacted Retraite Québec immediately to try to find a solution.

The result

After discussions with the Québec Ombudsman, Retraite Québec quickly decided to make an exception. The agency began re-issuing financial support to the mother, even if the control measure was not finished yet.


The Québec Ombudsman ensures that your rights are upheld in your dealings with Québec public services. Are you dissatisfied with the services of a Government of Québec department or agency? Or with those of a health and social services network institution (2nd level of recourse)? File a complaint with the Québec Ombudsman by calling 1-800-463-5070 or use our online complaint form.