{"id":2611,"date":"2020-01-15T10:08:28","date_gmt":"2020-01-15T15:08:28","guid":{"rendered":"https:\/\/fcaap.ca\/?page_id=2611"},"modified":"2024-09-26T18:16:58","modified_gmt":"2024-09-26T22:16:58","slug":"filing-a-complaint-en-2","status":"publish","type":"page","link":"https:\/\/fcaap.ca\/en\/filing-a-complaint-en-2\/","title":{"rendered":"Filing a complaint EN"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; fullwidth=&#8221;on&#8221; _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_fullwidth_slider _builder_version=&#8221;4.16&#8243; body_font=&#8221;||||||||&#8221; box_shadow_style=&#8221;preset6&#8243; box_shadow_blur=&#8221;10px&#8221; box_shadow_color=&#8221;rgba(0,0,0,0.1)&#8221; global_colors_info=&#8221;{}&#8221; button_text_size__hover_enabled=&#8221;off&#8221; button_text_size__hover=&#8221;null&#8221; button_one_text_size__hover_enabled=&#8221;off&#8221; button_one_text_size__hover=&#8221;null&#8221; button_two_text_size__hover_enabled=&#8221;off&#8221; button_two_text_size__hover=&#8221;null&#8221; button_text_color__hover_enabled=&#8221;off&#8221; button_text_color__hover=&#8221;null&#8221; button_one_text_color__hover_enabled=&#8221;off&#8221; button_one_text_color__hover=&#8221;null&#8221; button_two_text_color__hover_enabled=&#8221;off&#8221; button_two_text_color__hover=&#8221;null&#8221; button_border_width__hover_enabled=&#8221;off&#8221; button_border_width__hover=&#8221;null&#8221; button_one_border_width__hover_enabled=&#8221;off&#8221; button_one_border_width__hover=&#8221;null&#8221; button_two_border_width__hover_enabled=&#8221;off&#8221; button_two_border_width__hover=&#8221;null&#8221; button_border_color__hover_enabled=&#8221;off&#8221; button_border_color__hover=&#8221;null&#8221; button_one_border_color__hover_enabled=&#8221;off&#8221; button_one_border_color__hover=&#8221;null&#8221; button_two_border_color__hover_enabled=&#8221;off&#8221; button_two_border_color__hover=&#8221;null&#8221; button_border_radius__hover_enabled=&#8221;off&#8221; button_border_radius__hover=&#8221;null&#8221; button_one_border_radius__hover_enabled=&#8221;off&#8221; button_one_border_radius__hover=&#8221;null&#8221; button_two_border_radius__hover_enabled=&#8221;off&#8221; button_two_border_radius__hover=&#8221;null&#8221; button_letter_spacing__hover_enabled=&#8221;off&#8221; button_letter_spacing__hover=&#8221;null&#8221; button_one_letter_spacing__hover_enabled=&#8221;off&#8221; button_one_letter_spacing__hover=&#8221;null&#8221; button_two_letter_spacing__hover_enabled=&#8221;off&#8221; button_two_letter_spacing__hover=&#8221;null&#8221; button_bg_color__hover_enabled=&#8221;off&#8221; button_bg_color__hover=&#8221;null&#8221; button_one_bg_color__hover_enabled=&#8221;off&#8221; button_one_bg_color__hover=&#8221;null&#8221; button_two_bg_color__hover_enabled=&#8221;off&#8221; button_two_bg_color__hover=&#8221;null&#8221;][et_pb_slide heading=&#8221;FILING A COMPLAINT&#8221; use_bg_overlay=&#8221;on&#8221; bg_overlay_color=&#8221;rgba(224,167,166,0.19)&#8221; use_text_overlay=&#8221;on&#8221; text_overlay_color=&#8221;rgba(255,255,255,0.77)&#8221; text_border_radius=&#8221;9px&#8221; _builder_version=&#8221;4.16&#8243; header_font=&#8221;|700|||||||&#8221; header_text_align=&#8221;center&#8221; header_text_color=&#8221;#004293&#8243; header_font_size=&#8221;32px&#8221; body_font=&#8221;|700|||||||&#8221; body_text_align=&#8221;center&#8221; body_text_color=&#8221;#d86500&#8243; body_font_size=&#8221;26px&#8221; body_letter_spacing=&#8221;1px&#8221; body_line_height=&#8221;1.2em&#8221; background_color=&#8221;#ffffff&#8221; background_image=&#8221;http:\/\/fcaap.ca\/wp-content\/uploads\/2018\/07\/fcaap-porter-plainte.jpg&#8221; parallax=&#8221;on&#8221; button_icon_placement=&#8221;right&#8221; button_on_hover=&#8221;on&#8221; text_orientation=&#8221;center&#8221; background_layout=&#8221;light&#8221; header_font_size_tablet=&#8221;36px&#8221; header_font_size_phone=&#8221;20px&#8221; header_font_size_last_edited=&#8221;on|desktop&#8221; header_line_height_tablet=&#8221;1.4em&#8221; header_line_height_phone=&#8221;1.4em&#8221; body_font_size_tablet=&#8221;30px&#8221; body_font_size_phone=&#8221;16px&#8221; body_font_size_last_edited=&#8221;on|phone&#8221; body_line_height_tablet=&#8221;1em&#8221; body_line_height_phone=&#8221;1em&#8221; global_colors_info=&#8221;{}&#8221; button_text_size__hover_enabled=&#8221;off&#8221; button_one_text_size__hover_enabled=&#8221;off&#8221; button_two_text_size__hover_enabled=&#8221;off&#8221; button_text_color__hover_enabled=&#8221;off&#8221; button_one_text_color__hover_enabled=&#8221;off&#8221; button_two_text_color__hover_enabled=&#8221;off&#8221; button_border_width__hover_enabled=&#8221;off&#8221; button_one_border_width__hover_enabled=&#8221;off&#8221; button_two_border_width__hover_enabled=&#8221;off&#8221; button_border_color__hover_enabled=&#8221;off&#8221; button_one_border_color__hover_enabled=&#8221;off&#8221; button_two_border_color__hover_enabled=&#8221;off&#8221; button_border_radius__hover_enabled=&#8221;off&#8221; button_one_border_radius__hover_enabled=&#8221;off&#8221; button_two_border_radius__hover_enabled=&#8221;off&#8221; button_letter_spacing__hover_enabled=&#8221;off&#8221; button_one_letter_spacing__hover_enabled=&#8221;off&#8221; button_two_letter_spacing__hover_enabled=&#8221;off&#8221; button_bg_color__hover_enabled=&#8221;off&#8221; button_one_bg_color__hover_enabled=&#8221;off&#8221; button_two_bg_color__hover_enabled=&#8221;off&#8221; sticky_transition=&#8221;on&#8221;]<strong><span style=\"color: #ed6b4b;\">What to do<\/span><\/strong>[\/et_pb_slide][\/et_pb_fullwidth_slider][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_row column_structure=&#8221;3_4,1_4&#8243; use_custom_gutter=&#8221;on&#8221; make_equal=&#8221;on&#8221; _builder_version=&#8221;4.16&#8243; background_size=&#8221;initial&#8221; background_position=&#8221;top_left&#8221; background_repeat=&#8221;repeat&#8221; global_colors_info=&#8221;{}&#8221; custom_margin=&#8221;|auto|-68px|auto||&#8221;][et_pb_column type=&#8221;3_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||0px&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text _builder_version=&#8221;4.21.0&#8243; text_font=&#8221;||||||||&#8221; header_font=&#8221;||||||||&#8221; header_text_color=&#8221;#0a0047&#8243; header_font_size=&#8221;34px&#8221; header_line_height=&#8221;1.2em&#8221; header_2_font=&#8221;|700|||||||&#8221; header_2_text_color=&#8221;#40b5bf&#8221; text_font_size_tablet=&#8221;&#8221; text_font_size_phone=&#8221;14px&#8221; text_font_size_last_edited=&#8221;on|phone&#8221; text_line_height_tablet=&#8221;&#8221; text_line_height_phone=&#8221;&#8221; text_line_height_last_edited=&#8221;on|phone&#8221; header_2_line_height_tablet=&#8221;&#8221; header_2_line_height_phone=&#8221;&#8221; header_2_line_height_last_edited=&#8221;on|phone&#8221; inline_fonts=&#8221;The Girl Next Door,Dosis&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h1><span style=\"font-family: Dosis; font-weight: normal; color: #40b5bf;\">Why file a complaint? <\/span><\/h1>\n<p>Are you dissatisfied with the quality of the health and social services or care you\u2019ve received? Do you feel like your rights haven\u2019t been respected? <strong>You can express your dissatisfaction\u00a0<\/strong>by filing a complaint with the <em>Service Quality and Complaints Commissioner<\/em>.<\/p>\n<p>[\/et_pb_text][et_pb_text _builder_version=&#8221;4.21.0&#8243; text_font=&#8221;||||||||&#8221; header_font=&#8221;||||||||&#8221; text_font_size_tablet=&#8221;&#8221; text_font_size_phone=&#8221;12px&#8221; text_font_size_last_edited=&#8221;on|desktop&#8221; global_colors_info=&#8221;{}&#8221; button_text_size__hover_enabled=&#8221;off&#8221; button_text_size__hover=&#8221;null&#8221; button_one_text_size__hover_enabled=&#8221;off&#8221; button_one_text_size__hover=&#8221;null&#8221; button_two_text_size__hover_enabled=&#8221;off&#8221; button_two_text_size__hover=&#8221;null&#8221; button_text_color__hover_enabled=&#8221;off&#8221; button_text_color__hover=&#8221;null&#8221; button_one_text_color__hover_enabled=&#8221;off&#8221; button_one_text_color__hover=&#8221;null&#8221; button_two_text_color__hover_enabled=&#8221;off&#8221; button_two_text_color__hover=&#8221;null&#8221; button_border_width__hover_enabled=&#8221;off&#8221; button_border_width__hover=&#8221;null&#8221; button_one_border_width__hover_enabled=&#8221;off&#8221; button_one_border_width__hover=&#8221;null&#8221; button_two_border_width__hover_enabled=&#8221;off&#8221; button_two_border_width__hover=&#8221;null&#8221; button_border_color__hover_enabled=&#8221;off&#8221; button_border_color__hover=&#8221;null&#8221; button_one_border_color__hover_enabled=&#8221;off&#8221; button_one_border_color__hover=&#8221;null&#8221; button_two_border_color__hover_enabled=&#8221;off&#8221; button_two_border_color__hover=&#8221;null&#8221; button_border_radius__hover_enabled=&#8221;off&#8221; button_border_radius__hover=&#8221;null&#8221; button_one_border_radius__hover_enabled=&#8221;off&#8221; button_one_border_radius__hover=&#8221;null&#8221; button_two_border_radius__hover_enabled=&#8221;off&#8221; button_two_border_radius__hover=&#8221;null&#8221; button_letter_spacing__hover_enabled=&#8221;off&#8221; button_letter_spacing__hover=&#8221;null&#8221; button_one_letter_spacing__hover_enabled=&#8221;off&#8221; button_one_letter_spacing__hover=&#8221;null&#8221; button_two_letter_spacing__hover_enabled=&#8221;off&#8221; button_two_letter_spacing__hover=&#8221;null&#8221; button_bg_color__hover_enabled=&#8221;off&#8221; button_bg_color__hover=&#8221;null&#8221; button_one_bg_color__hover_enabled=&#8221;off&#8221; button_one_bg_color__hover=&#8221;null&#8221; button_two_bg_color__hover_enabled=&#8221;off&#8221; button_two_bg_color__hover=&#8221;null&#8221;]<\/p>\n<p>By doing so,<\/p>\n<ul>\n<li>You are ensuring your rights and dignity are <strong>respected<\/strong>;<\/li>\n<li>You can <strong>notify an institution <\/strong>of a dissatisfaction;<\/li>\n<li>You <strong>are helping to prevent such a <\/strong>situation from recurring in the future;<\/li>\n<li>You are<strong>improving service quality<\/strong>.<\/li>\n<\/ul>\n<p>Centres d\u2019assistance et d\u2019accompagnement aux plaintes (CAAPs) are there to <strong>help you with this process<\/strong>. <strong><a href=\"https:\/\/fcaap.ca\/en\/contact-us\/\" target=\"_blank\" rel=\"noopener noreferrer\">Contact the CAAP in your region.<\/a><\/strong><\/p>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;1_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_sidebar orientation=&#8221;right&#8221; area=&#8221;et_pb_widget_area_6&#8243; _builder_version=&#8221;4.21.0&#8243; header_font=&#8221;|||on|||||&#8221; header_text_align=&#8221;center&#8221; header_text_color=&#8221;#ed6b4b&#8221; header_font_size=&#8221;20px&#8221; header_line_height=&#8221;1.2em&#8221; body_font=&#8221;||||||||&#8221; body_text_align=&#8221;right&#8221; body_text_color=&#8221;#1b4984&#8243; body_font_size=&#8221;21px&#8221; body_line_height=&#8221;1em&#8221; text_orientation=&#8221;right&#8221; header_font_size_tablet=&#8221;&#8221; header_font_size_phone=&#8221;16px&#8221; header_font_size_last_edited=&#8221;on|phone&#8221; header_letter_spacing_tablet=&#8221;&#8221; header_letter_spacing_phone=&#8221;&#8221; header_letter_spacing_last_edited=&#8221;on|desktop&#8221; body_font_size_tablet=&#8221;&#8221; body_font_size_phone=&#8221;14px&#8221; body_font_size_last_edited=&#8221;on|phone&#8221; header_text_shadow_style=&#8221;preset1&#8243; header_text_shadow_color=&#8221;#8F8F8F&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_sidebar][\/et_pb_column][\/et_pb_row][et_pb_row use_custom_gutter=&#8221;on&#8221; make_equal=&#8221;on&#8221; _builder_version=&#8221;4.16&#8243; background_size=&#8221;initial&#8221; background_position=&#8221;top_left&#8221; background_repeat=&#8221;repeat&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text _builder_version=&#8221;4.16&#8243; header_font=&#8221;|on|||&#8221; header_text_align=&#8221;left&#8221; header_text_color=&#8221;#00234c&#8221; header_font_size=&#8221;34px&#8221; header_line_height=&#8221;1.5em&#8221; animation_style=&#8221;fade&#8221; global_colors_info=&#8221;{}&#8221; min_height=&#8221;68.8px&#8221;]<\/p>\n<h2><span style=\"color: #1b4984;\"><strong>Institutions and organizations covered<\/strong><\/span><\/h2>\n<p>Only<strong> institutions covered by the complaint examination process<\/strong> can be the subject of a complaint. These institutions are:[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=&#8221;1_3,1_3,1_3&#8243; use_custom_gutter=&#8221;on&#8221; make_equal=&#8221;on&#8221; _builder_version=&#8221;4.16&#8243; background_size=&#8221;initial&#8221; background_position=&#8221;top_left&#8221; background_repeat=&#8221;repeat&#8221; module_alignment=&#8221;center&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;1_3&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221; button_text_size__hover_enabled=&#8221;off&#8221; button_text_size__hover=&#8221;null&#8221; button_one_text_size__hover_enabled=&#8221;off&#8221; button_one_text_size__hover=&#8221;null&#8221; button_two_text_size__hover_enabled=&#8221;off&#8221; button_two_text_size__hover=&#8221;null&#8221; button_text_color__hover_enabled=&#8221;off&#8221; button_text_color__hover=&#8221;null&#8221; button_one_text_color__hover_enabled=&#8221;off&#8221; button_one_text_color__hover=&#8221;null&#8221; button_two_text_color__hover_enabled=&#8221;off&#8221; button_two_text_color__hover=&#8221;null&#8221; button_border_width__hover_enabled=&#8221;off&#8221; button_border_width__hover=&#8221;null&#8221; button_one_border_width__hover_enabled=&#8221;off&#8221; button_one_border_width__hover=&#8221;null&#8221; button_two_border_width__hover_enabled=&#8221;off&#8221; button_two_border_width__hover=&#8221;null&#8221; button_border_color__hover_enabled=&#8221;off&#8221; button_border_color__hover=&#8221;null&#8221; button_one_border_color__hover_enabled=&#8221;off&#8221; button_one_border_color__hover=&#8221;null&#8221; button_two_border_color__hover_enabled=&#8221;off&#8221; button_two_border_color__hover=&#8221;null&#8221; button_border_radius__hover_enabled=&#8221;off&#8221; button_border_radius__hover=&#8221;null&#8221; button_one_border_radius__hover_enabled=&#8221;off&#8221; button_one_border_radius__hover=&#8221;null&#8221; button_two_border_radius__hover_enabled=&#8221;off&#8221; button_two_border_radius__hover=&#8221;null&#8221; button_letter_spacing__hover_enabled=&#8221;off&#8221; button_letter_spacing__hover=&#8221;null&#8221; button_one_letter_spacing__hover_enabled=&#8221;off&#8221; button_one_letter_spacing__hover=&#8221;null&#8221; button_two_letter_spacing__hover_enabled=&#8221;off&#8221; button_two_letter_spacing__hover=&#8221;null&#8221; button_bg_color__hover_enabled=&#8221;off&#8221; button_bg_color__hover=&#8221;null&#8221; button_one_bg_color__hover_enabled=&#8221;off&#8221; button_one_bg_color__hover=&#8221;null&#8221; button_two_bg_color__hover_enabled=&#8221;off&#8221; button_two_bg_color__hover=&#8221;null&#8221;]<\/p>\n<ul>\n<li><strong>Integrated health and social services centres (CISSSs) and integrated university health and social services centres (CIUSSSs)<\/strong>\n<ul>\n<li>Hospitals (CHs)<\/li>\n<li>Local community service centres (CLSCs)<\/li>\n<li>Residential and long-term care centres (CHSLDs)<\/li>\n<li>Child and youth protection centres (CPEJs)<\/li>\n<li>Rehabilitation centres (mental and physical disabilities, addiction, and adjustment difficulties)<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;[\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;1_3&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;]<\/p>\n<ul>\n<li><strong>University hospitals (CHUs)<\/strong><\/li>\n<li><strong>University institutes (UIs)<\/strong><\/li>\n<li><strong>Institutions serving northern and Indigenous populations<\/strong><\/li>\n<li><strong>Community organizations<\/strong><\/li>\n<li><strong>Intermediate resources (IRs)<\/strong><\/li>\n<li><strong>Family resources (foster families and homes)<\/strong><\/li>\n<li><strong>Pre-hospital emergency services (health communication centres, first responders, ambulance services)<\/strong><\/li>\n<li><strong>Private seniors\u2019 residences (RPAs)<\/strong><\/li>\n<li><strong>Drug or gambling addiction housing resources<\/strong><\/li>\n<li><strong>Private CHSLDs<\/strong><\/li>\n<li><strong>Any other person, company, or organization that health and social services institutions work with<\/strong><\/li>\n<\/ul>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;1_3&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_testimonial portrait_width=&#8221;143px&#8221; _builder_version=&#8221;4.16&#8243; body_font=&#8221;||||&#8221; body_font_size=&#8221;15px&#8221; border_radii_portrait=&#8221;on|89px|89px|89px|89px&#8221; portrait_border_radius=&#8221;89px&#8221; global_colors_info=&#8221;{}&#8221;]&nbsp;<\/p>\n<h3><span style=\"color: #1b4984;\"><strong><span style=\"font-size: large;\">DID YOU KNOW?<\/span>&nbsp;<\/strong><\/span><\/h3>\n<p>Each institution has a <em><strong>Service Quality and Complaints Commissioner <\/strong><\/em>whose job is to oversee the institution\u2019s user complaint procedure. The commissioner reports directly to the Board of Directors and has all the freedom and independence they need to carry out their duties.[\/et_pb_testimonial][\/et_pb_column][\/et_pb_row][et_pb_row use_custom_gutter=&#8221;on&#8221; make_equal=&#8221;on&#8221; _builder_version=&#8221;4.16&#8243; background_size=&#8221;initial&#8221; background_position=&#8221;top_left&#8221; background_repeat=&#8221;repeat&#8221; custom_padding=&#8221;28px|0px|28px|0px&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; custom_padding=&#8221;|||&#8221; global_colors_info=&#8221;{}&#8221; custom_padding__hover=&#8221;|||&#8221;][et_pb_text _builder_version=&#8221;4.16&#8243; text_font=&#8221;||||||||&#8221; text_font_size=&#8221;15px&#8221; header_font=&#8221;|on|||&#8221; header_text_align=&#8221;left&#8221; header_text_color=&#8221;#00073d&#8221; header_font_size=&#8221;34px&#8221; header_line_height=&#8221;1.4em&#8221; text_font_size_tablet=&#8221;&#8221; text_font_size_phone=&#8221;12px&#8221; text_font_size_last_edited=&#8221;on|phone&#8221; global_colors_info=&#8221;{}&#8221;]&nbsp;<\/p>\n<h2><span style=\"color: #1b4984;\"><strong>Complaint examination process <\/strong><\/span><\/h2>\n<p>Legislators established the <strong>complaint examination process&nbsp;<\/strong>to help ensure that the rights provided for in the <a href=\"http:\/\/legisquebec.gouv.qc.ca\/en\/showdoc\/cs\/S-4.2\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"color: #40b5bf;\"><strong>Act respecting health services and social services <\/strong><\/span><\/a>are respected<strong>.<\/strong>[\/et_pb_text][et_pb_tabs _builder_version=&#8221;4.21.0&#8243; body_text_align=&#8221;justify&#8221; body_letter_spacing=&#8221;1px&#8221; tab_font=&#8221;|on|||&#8221; tab_font_size=&#8221;18px&#8221; tab_line_height=&#8221;2em&#8221; body_letter_spacing_tablet=&#8221;&#8221; body_letter_spacing_phone=&#8221;&#8221; body_letter_spacing_last_edited=&#8221;on|phone&#8221; border_width_all=&#8221;1px&#8221; border_color_all=&#8221;#d9d9d9&#8243; border_style_all=&#8221;solid&#8221; use_border_color=&#8221;on&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_tab title=&#8221;Who can file a complaint?&#8221; _builder_version=&#8221;4.16&#8243; body_font=&#8221;||||&#8221; tab_font=&#8221;||||&#8221; global_colors_info=&#8221;{}&#8221;]If you are a user within the meaning of the <em>Act respecting health services and social services<\/em>, you may file a complaint. You are a user if:<\/p>\n<ul>\n<li>You or someone you represent has received or should have received health or social services and you are dissatisfied<\/li>\n<li>You are the beneficiary of someone who has received or should have received health or social services and you are dissatisfied<\/li>\n<li>You have experienced or witnessed a problem situation involving a physician, dentist, pharmacist, or medical resident practicing within a health and social services network institution<\/li>\n<li>You are a private citizen and have witnessed a situation in which the rights of a user or group of users were not respected. You may, in this case, report the situation.<\/li>\n<\/ul>\n<p>If you are a <strong>resident of a <\/strong><strong>private seniors\u2019 residence<\/strong>or a <strong>user of a <\/strong><strong>drug or gambling addiction resource<\/strong>, you can also file a complaint if you are dissatisfied. The complaint will then be examined according to the criteria and certification standards for this type of residence or resource.[\/et_pb_tab][et_pb_tab title=&#8221;Who will handle your complaint? &#8221; _builder_version=&#8221;4.21.0&#8243; body_font=&#8221;||||&#8221; tab_font=&#8221;||||&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p><span style=\"color: #40b5bf;\"><strong>Filing a 1st level complaint<\/strong><\/span><\/p>\n<p>A first complaint must be made orally or in writing to the Service Quality and Complaints Commissioner at the integrated health and social services centre, the integrated university health and social services centre, or the institution involved if it is a private CHSLD.<\/p>\n<p><strong>To obtain the commissioner\u2019s contact information<\/strong>, contact the staff of the CISSS, CIUSSS, or institution in question.<\/p>\n<p>If the complaint is of a medical nature, the commissioner will forward it to the institution\u2019s <strong>medical examiner<\/strong>. An acknowledgement of receipt will be sent and the complaint will be dealt with within <strong>45 days <\/strong>of receipt. The complaints commissioner or the medical examiner will ensure that the case is handled and will issue their <strong>conclusions along with recommendations, where applicable<\/strong>.<\/p>\n<p><span style=\"color: #40b5bf;\"><strong>Filing a 2nd level complaint<\/strong><\/span><\/p>\n<p>If you are completely or partially dissatisfied with the outcome of the first level complaint, you can file a second level complaint. Your complaint will then be handled by the <strong>Qu\u00e9bec Ombudsman <\/strong>or by the <strong>Review Committee\u00a0<\/strong>(for medical complaints).<\/p>\n<p>For more information on the Qu\u00e9bec Ombudsman\u2019s complaint procedure, we invite you to <span style=\"color: #40b5bf;\"><strong>visit its website<\/strong><\/span>. Note that the Qu\u00e9bec Ombudsman does not provide a timeframe for processing complaints.<\/p>\n<p>A Review Committee at each institution is responsible for handling second level medical complaints. The processing time is 60 days.<\/p>\n<p><span style=\"color: #1b4984;\"><strong>Regardless of the nature of your complaint, the Centre d\u2019assistance et d\u2019accompagnement aux plaintes (CAAP) in your region can assist and support you.<\/strong><\/span><\/p>\n<p>[\/et_pb_tab][\/et_pb_tabs][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>What to doWhy file a complaint? Are you dissatisfied with the quality of the health and social services or care you\u2019ve received? Do you feel like your rights haven\u2019t been respected? You can express your dissatisfaction\u00a0by filing a complaint with the Service Quality and Complaints Commissioner.By doing so, You are ensuring your rights and dignity [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"footnotes":""},"class_list":["post-2611","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/fcaap.ca\/en\/wp-json\/wp\/v2\/pages\/2611"}],"collection":[{"href":"https:\/\/fcaap.ca\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/fcaap.ca\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/fcaap.ca\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/fcaap.ca\/en\/wp-json\/wp\/v2\/comments?post=2611"}],"version-history":[{"count":5,"href":"https:\/\/fcaap.ca\/en\/wp-json\/wp\/v2\/pages\/2611\/revisions"}],"predecessor-version":[{"id":4835,"href":"https:\/\/fcaap.ca\/en\/wp-json\/wp\/v2\/pages\/2611\/revisions\/4835"}],"wp:attachment":[{"href":"https:\/\/fcaap.ca\/en\/wp-json\/wp\/v2\/media?parent=2611"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}