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Good practice guide
For inclusive public services in the digital age
The Protecteur du citoyen has published a good practice guide for government departments and organizations to ensure access to public services for all.
Frequently Asked Questions
Make a complaint
As soon as we receive your complaint, we acknowledge receipt by phone or in writing (email, letter or fax) within two working days.
If your complaint is admissible (in other words, if we can intervene), we begin an investigation involving all the parties concerned. Whether or not your complaint is substantiated, we inform you of our conclusions, verbally or in writing.
The Commission des droits de la personne et des droits de la jeunesse can intervene if your complaint is related to the Charter of Human Rights and Freedoms (e.g. the right of each individual to safety, integrity, freedom, or economic, social, legal or political rights). The Commission also oversees youth protection, respect of children’s basic rights, and elder rights (e.g. protection against financial abuse).
Not sure? Contact us. We will help you find the right resource.
Denounce a reprehensible act
The Protecteur du citoyen may conduct a criminal investigation in conjunction with any other (civil or administrative) recourse exercised by the complainant. This investigation may be set in motion if, for example, we see that a person is carrying out reprisal or is obstructing or attempting to obstruct our interventive action.
This investigation may lead to a general offence report to the Director of Criminal and Penal Prosecutions (DPCP). The DPCP may issue a statement of offence and initiate criminal proceedings. Convicted offenders are liable to a fine of between $5,000 and $30,000. For companies, the fine can range from $15,000 to $300,000. Fines are doubled in the event of a repeat offence.
To find out more, see the Handling reprisal complaints page.
No. The person in charge of ethics and integrity must refer potential whistleblowers or people wishing to file a complaint to the Protecteur du citoyen in the event of reprisals related to a disclosure.
To find out more about this person’s role, visit the Information for public bodies page (French version only) .