Message from the Ombudsperson
Listening and transparency: a must for the government
"People who deal with government departments and agencies may be materially disadvantaged, struggling with mental health issues, elderly and seeking residential care, responsible for a child with special needs, etc. Listening to citizens means being available and sensitive to these realities and many more. This requires a willingness to adjust organizational practices to meet expressed needs and to simplify the administrative process for service recipients.
Unfortunately, our investigations have revealed that citizens are all too often ignored by the state apparatus. As a result, some are denied their rights."
Marc-André Dowd, Ombudsperson
At a glance
Public service
During 2024–2025, the Protecteur du citoyen intervened with 64 departments and agencies. It denounced a number of problems, including:
- Lack of access to public services and accurate information when needed;
- Administrative procedures operating in a vacuum, to the detriment of citizens;
- Administrative inflexibility in dealing with exceptional cases.
7,533 grounds processed
3 main grounds for substantiated complaints:
- Missed deadline or unreasonable wait time
- Infringement of rights
- Insufficient or inadequate information
Correctional services
In 2024–2025, the Protecteur du citoyen strengthened its presence in correctional facilities. It is well aware of the challenges facing correctional authorities, from rising inmate populations to chronic staff shortages, the growing use of drones, and more. Nevertheless, despite these difficulties, the fundamental rights of inmates must be respected.
5,389 grounds processed
3 main grounds for substantiated complaints:
- Missed deadline or unreasonable wait time
- Poor environment or living conditions
- Infringement of rights
Health and social services
In light of the investigations it conducted in 2024–2025, the Protecteur du citoyen wishes to reiterate the importance of listening to users and their caregivers. It is important to build trust between patients and staff by using appropriate communication methods when necessary.
2,557 grounds processed
Intervention with 139 bodies
3 main grounds for substantiated complaints and reports:
- Deficiencies in service quality
- Infringement of rights
- Deficiencies in staff skills or behaviour
Public integrity
Québec whistleblowers have been better protected since November 30, 2024. The Protecteur du citoyen now has more powers in matters of public integrity. This year, it once again intervened in various cases of breaches by government departments and agencies. Misuse of public funds, conflicts of interest, mismanagement, etc. Several reported wrongdoings were found to be substantiated.
489 grounds processed
- 365 grounds for disclosure
- 20 grounds for reprisal complaints
- 34 grounds for access to legal advice
- 70 grounds for requests for assistance
Documents
In French only :
- 2024-2025 Annual Report (Interactive version)
- 2024-2025 Annual Report (PDF)*
- Report on the first wave of COVID-19 in CHSLDs: 2025 follow-up report (PDF)*
- 2024-2025 Annual Management Report (PDF)*
* These PDF versions are available for people with a permanent or temporary impairment.
