Service statement


Reasonable handling times

We are committed to:

  • answering your phone call within 20 seconds;
  • acknowledging receipt of your request within two business days verbally or in writing;
  • referring you to the appropriate resource within two business days if your request does not fall within our jurisdiction; 
  • doing our best to finish processing your complaint within two weeks (10 business days) of receiving the required documents if your complaint is about a department or an agency of the Government of Québec;
  • doing our best to finish processing your complaint within three months (60 business days) of receiving the required documents if your complaint is about an institution within the health and social services network;
  • giving you regular updates and informing you of when we expect the work to be completed in more complex complaints.

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A human approach and courteous service

You can count on:

  • a respectful attitude from us;
  • services adapted to your needs;
  • our respect of scheduled meetings.

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Accessible services

  • You can send your request using the means of communication that best suits you.
  • You can make your request online, by mail, by phone or by fax.
  • We cut down on red tape.

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Complaints handled conscientiously and competently

You can count on:

  • thorough, objective and impartial investigation of your complaint;
  • qualified staff; 
  • protection of your personal information and confidentiality of the information you provide.

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Clear explanations and transparent service

You can count on:

  • clear and thorough explanations;
  • a written response if you wish;
  • access to your personal information, as permitted by law.

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Help us help you

We count on you to:

  • clearly state your problem and expectations;
  • provide us with the information and documents we request;
  • inform us as soon as you can about any new developments that could affect handling of your request or of any change in your contact information;
  • be respectful towards our staff;
  • give us your comments and suggestions and let us know if you are dissatisfied so that we can improve our services.

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The quality of our services

Dissatisfied with the quality of our services?

Let us know verbally or in writing.

Depending on the situation, either the person in charge of service quality or a Québec Ombudsman manager will see that you get an answer.

We are committed to:

  • acknowledging receipt of your complaint within two business days;
  • giving you a clear and detailed answer within six weeks (30 business days).

NOTE : You cannot file a complaint aimed at changing the Québec Ombudsman’s conclusions concerning your file.

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