A citizen files a complaint against the Ministère de l’Emploi et de la Solidarité sociale for denying her application for financial assistance.
The woman did not understand this decision.
The Protecteur du citoyen’s investigation revealed that the Department needed some additional information. They called the woman twice, but there was no answer. They did not leave her a message because the voicemail greeting did not identify her. Since there was no follow-up, the Department denied the application.
However, on her form, the woman had indicated that she was deaf. An unscheduled phone call was therefore not the appropriate way to reach her.
The Protecteur du citoyen re-established communication between the Department and the citizen, who was ultimately granted financial assistance.
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.
