Seniors’ residences: cooperating with the commissioner is crucial

  • July 12, 2021
Point d'interrogation surplombant des feuilles de papier
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The context

  • A citizen lived in a private seniors’ residence, where someone in her circle visited her. The visitor noticed problems with the quality of the care provided and the cleanliness of the premises. The person contacted the service quality and complaints commissioner.
  • Some time later, the person received the commissioner’s conclusions. The commissioner indicated that the residence had been uncooperative. As a result, he had been unable to examine the complaint properly.

The complaint

Dissatisfied with the commissioner’s conclusions, the person turned to the Protecteur du citoyen.

What the investigation showed

  • Given that COVID-19 was rampant, the residence had asked the commissioner to suspend handling the file. The commissioner agreed but asked for follow-up within the next few months. Unfortunately, the residence never acted.
  • The commissioner closed the file and specified that because the residence had not cooperated, he had been unable to get the job done properly.
  • The Protecteur du citoyen felt that the residence had shirked its obligations. The law requires that private residences must cooperate when a commissioner is examining a complaint. The residence should have followed up as requested.

The outcome

The Protecteur du citoyen intervened with the residence, which pledged to fulfil its complaint examination obligations at all times.

Measures were taken to correct the shortcomings that prompted the person to contact the commissioner in the first place. The Protecteur du citoyen made sure that implementation occurred.

Want to file a complaint about a health and social services institution? As a rule, the Protecteur du citoyen is the second level of recourse. You have to contact the institution’s service quality and complaints commissioner first. To find out more

The Protecteur du citoyen 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 Protecteur du citoyen by calling 1-800-463-5070 or use our online complaint form.