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Help and Complaints

Policy Guide (pdf)

Making a complaint

The Outaouais health and social service system provides services to thousands of users every day. To maintain and improve service quality, users who are not satisfied with services they received or ought to have received may file a complaint. A Service Quality and Complaints Commissioner is appointed for each healthcare institution in the region and for the Agence de la santé et des services sociaux de l'Outaouais.

Who is entitled to file a complaint?

Any user who is not satisfied with the services he or she received or ought to have received is legally entitled to file a complaint. A user's representative, or the heirs or the legal proxies of a deceased user, may also formulate a complaint. Under the Act respecting health services and social services (R.S.Q., chapter S-4.2), you have the following rights:

  • the right to be informed of the existence of health services and social services, where and how to obtain such services, your state of health and well-being, possible solutions, and the risks and consequences generally associated with these options;
  • the right to receive health services and social services that are scientifically, humanly and socially appropriate, with continuity and in a safe and personalized manner;
  • the right to choose the professional or institution from whom or from which you wish to receive such services;
  • the right to give or refuse consent to care;
  • the right to receive emergency treatment;
  • the right to participate in any decision that affects your state of health or well-being;
  • the right to receive services in the English language if you are English-speaking, in keeping with the access program for your region;
  • the right to be accompanied and assisted when you wish to obtain services or information;
  • the right to pursue recourse when an error has been made in your case.

    • Local Service Quality and Complaints Commissioners

    CSSS Gatineau
    Mrs. Dominique Allard, Local Commissioner
    (819) 561-8179
    909, boul. de La Vérendrye West
    Gatineau, Québec J8P 7H2

    Mrs. Jocelyne Guénette, Assistant Local Commissioner
    (819) 595-6101
    116 Lionel-Emond Blvd.
    Gatineau, Québec J8Y 1W7

    CSSS des Collines
    Mrs. Sylvie Daigle, Local Commissioner
    (819)459-3080, ext. 2520
    101 Burnside Road
    P.O. Box 160
    Wakefield, Québec J0X 3G0

    CSSS Papineau
    Mr. Damien Thibaudeau, Local Commissioner
    (819) 986-9917, ext. 2240
    578 Maclaren St. East
    Gatineau, Québec J8L 2W1

    CSSS Pontiac
    Mr. Benoît Paré, Local Commissioner
    (819) 683-2229, ext. 265
    160 chemin de la Chute
    P.O. Box 430
    Mansfield, Québec J0X 1V0

    CSSS Vallée-de-la-Gatineau
    Mrs. Diane Marenger, Local Commissioner
    (819) 449-4690, ext. 511
    309 Desjardins Blvd.
    Maniwaki, Québec J9E 2E7

    Centres jeunesse de l'Outaouais
    Mr. Daniel Fleury, Local Commissioner
    (819) 771-6631
    105 Sacré-Coeur Blvd.
    Gatineau, Québec J8X 1C5

    Pierre-Janet Psychiatric Hospital
    Centre Jellinek
    Pavillon du Parc
    Centre de réadaptation La RessourSe
    Mrs. Élise Boisvert, Local Commissioner
    20 Pharand St.
    (819) 771-9502
    1 877 771-9502
    Gatineau, Québec J9A 1K7

    CHSLD Vigi de l’Outaouais
    Mr. Marc Turgeon, Interim Local Commissioner
    (450) 474-6991, ext. 316
    565 de l’Hôpital Blvd.
    Gatineau, Québec J8V 3T4

    Groupe Champlain
    Mrs. Hélène Poirier, Local Commissioner
    (514) 326-1336, ext. 2224
    1 888 999-7484
    4445 Henri-Bourassa Blvd. East
    Montreal, Québec HIH 5M4

    Regional Service Quality and Complaints Commissioner

    Agence de la santé et des services sociaux de l’Outaouais
    Mrs. Anne Saumure, Interim Regional Commissioner
    (819) 776-7653
    104 Lois St.
    Gatineau, Québec J8Y 3R7