Whatever the circumstances, people living in residential and long-term care facilities (CHSLDs) have rights. If you think these rights are not being respected, do not hesitate to file a complaint or report it.
Your rights: do you know them?
You have many rights when it comes to health and social services, including the rights to:
- participate in any decision affecting your state of health or welfare
- obtain all relevant information concerning your state of health
- be fully informed about the options available to you and the risks associated with them (to the extent possible)
- receive appropriate services in a personalized and safe mannerbe assisted or represented by someone of your choice, if necessary
- be treated with respect
To learn more about your rights, see the Act respecting the governance of the health and social services system.
Filing a complaint: steps to follow
Is a CHSLD providing inadequate care or social services to the detriment of several people? Do you feel that your rights or those of a loved one are not being respected? Here is how to report the situation, whether the CHSLD is public or private.
Step 1
Determine whether you should file a complaint or a report.
As a general rule, a complaint is filed by the person directly affected by the situation in question. It can also be filed on behalf of a relative or a friend.
A report, on the other hand, is filed by someone who witnesses an injustice or a worrying situation. More than one person may be affected by the reported issue.
Step 2
Do you want to file a complaint? Contact the local service quality and complaints commissioner responsible for the region where the CHSLD is located. You can file the complaint in writing or by phone. The commissioner will have 45 days to respond.
If a report is more appropriate, contact the Protecteur du citoyen.
Step 3
After filing a complaint, if you do not hear from the commissioner within 45 days, please contact us. The Protecteur du citoyen will serve as a second recourse.
You can also contact us if you have received a response from the commissioner and are not satisfied with the decision. Be sure to contact us within two years of receiving the decision. Otherwise, you will have to prove that you really could not have done so earlier.
Need assistance? Do not hesitate to ask a loved one for help. If you prefer, you can also contact the complaint assistance and support centre (CAAP) in your region. CAAP services are personalized, free and confidential.
Also see: Filing a health network complaint in the public or private sector
