The complaint
A citizen received help from someone sent by her local community service centre (CLSC). One day, she learned that she no longer qualified even though her situation had not changed. She complained to the Québec Ombudsman.
The context
- A citizen had multiple sclerosis. Because her income was low, she depended on her children to help her buy groceries.
- She had trouble moving about, so the CLSC person helped her prepare her meals.
- One day, she was informed that she could no longer get this kind of home support. The institution responsible for the care and services delivered by the CLSC felt that there were other solutions, such as buying prepared food.
What the investigation showed
- The institution had terminated services to certain people without taking their specific situations into account.
- In the case at hand, the Québec Ombudsman felt that the institution should have considered the woman’s low income. Without her children’s financial support, groceries would have been unaffordable. Since prepared food costs more than home-cooked food, her groceries would have been that much more expensive.
The outcome
The institution agreed to review its decision. In the end, it allowed the woman help with preparing meals as before.
At the Québec Ombudsman’s request, the institution also changed its guidelines. Now service users’ financial situations must be considered before cuts are made.
This case was taken from our 2019-2020 Annual Report.
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.
