makes the 

Make a complaint

Who can file a complaint?

  • Users of the health services and social services
  • Legal representatives of users
  • Heirs or legal representatives of deceased users
  • Persons living in a residential home for seniors


Why file a complaint?

  • Because you are unsatisfied with the services received or not able to receive, that you believe you were improperly treated or an authority of the health and social services network has violated your rights as a user.
  • Because expressing your dissatisfaction can improve health and social services. Speaking up about a situation gives you the power to change it!
  • To correct a problematic situation and prevent it from occurring again.
  • To enforce your rights and receive quality services.


If your complaint concerns the following services:

  • Hospital care
  • A long-term residential care centre (CHSLD)
  • Home care
  • Community services (CLSC)
  • Youth protection
  • Rehabilitation for persons with addictions
  • Rehabilitation for persons with physical or intellectual deficiencies or pervasive development disorders
  • Rehabilitation for young people with adjustment problems
  • Mental health
  • A youth centre
  • An intermediate or family-type resource
  • A community organisation
  • An ambulance service
  • A private residential home
  • A seniors’ residential home
  • Any person or organisation that has signed a service agreement with the Centre intégré de la santé et des services sociaux


It is the Service quality and complaints commissioner who will address your complaint.


In an institution, if your complaint concerns:

  • A physician
  • A dentist
  • A pharmacist
  • A resident


It is the consulting physician who will address your complaint.

In the event of a breach or error requiring disciplinary action, your complaint will be addressed to the CMDP (Council of physicians, dentists and pharmacists) of the institution.


Your rights under the Act respecting health services and social services

  • Article 3 : To be treated with courtesy, fairness and understanding.
  • Article 4 : To be informed of the services and resources available and of the conditions governing access.
  • Article 5 : To receive health services and social services that are appropriate.
  • Article 6 : To choose the professional or the institution based on the available resources.
  • Article 7 : To receive care in emergency situations.
  • Article 8 : To be informed of your state of health and welfare and of any accident having occurred during the provision of services
  • Article 9 : To give or refuse your consent to care
  • Article 10 : To participate in any decision affecting your state of health or welfare
  • Article 11 : To be accompanied and assisted when wishing to obtain information or take steps in relation to any service
  • Article 12 : To be represented
  • Article 14 : To receive lodging services
  • Article 15  : To receive services in the English language
  • Article 16 : To lodge an appeal (pursue a remedy)
  • Articles 34, 44, 45, 53, 60 : To file a complaint
  • Articles 17-28 : Record access, rectification and confidentiality


Reasons to file a complaint

Here are a few examples of reasons why you could file a complaint regarding health services and social services:

Problems affecting the accessibility and continuity of services BulleDelays, refusal to provide services, transportation, premature leave, lack of follow-up, lack of services or lack of programs, language-related access, choice of health professional or institution.

Problems related to the “technical aspect” of the received care and services BulleTechnical and professional abilities, evaluations and professional judgment, approach, restraints, isolation, medication, physical care.

Relationship-based issues BulleRespect towards others, lack of empathy, absence of a personalised, confidential and safe relationship, communication with friends and family, violence, abuse.

Problems affecting material resources and the environment BulleMeals (quality, quantity, variety), hygiene and cleanliness, comfort and convenience (choice of room, decoration, layout, telephone, peaceful environment), activities and daily living, rules and procedures, safety and protection (of persons and of personal items), equipment and materials (quality, availability, mechanical problems).

Financial reasons BulleHospital fees, ambulance fees, lodging fees, expenses related to certain goods and services (television, hairdresser, laundry, telephone), medication fees, claims related to the loss or theft of an object, parking fees.


Certain laws are important to the stakeholders of the complaint examination process, they include: the Civil Code, the Act respecting pre-hospital emergency services, the Youth Protection Act and the Act respecting the protection of persons whose mental state presents a danger to themselves or to others.

Contact us 1 877 767 2227 

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Baie-Comeau Head office
1800, Laflèche avenue, Baie-Comeau (Québec) G5C 1C9
Phone: 418 295-2779 ou 1 877 767-2227 | Fax.: 418 295-2929 | Email: info@caap-cn.org

Sept-Îles Service point
94, rue Mgr-Blanche, Bur. E-010, Sept-Îles (Québec)  G4R 3G5
Phone: 418 968-2779 or 1 877 767-2227 | Fax.: 418 968-2778 | Email: info@caap-cn.org