A citizen filed a complaint against the Société d’habitation du Québec (SHQ), which had refused to reimburse her for the repair of her garage door.
She had, however, made certain that she had all the required information before the work began. An SHQ agent had confirmed to her that the costs would be covered by the Residential Adaptation Assistance Program.
The agent was mistaken. The work was intended to replace components of the door and was therefore not covered by the Program. Only the cost of repairing the opening mechanism could be reimbursed.
Due to the agent’s mistake, the SHQ agreed to review its decision and reimburse the citizen.
For further details on this real case, please see our 2024-2025 Annual Report (in French).
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 by calling 1-800-463-5070 or using our online complaint form.
