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Complaints

The Charter of the French language and its regulations govern the consultation of English-language content.

If you are not satisfied, you can file a complaint with the Complaints and Quality of Services Commissioner, which ensures that residents' rights are respected and helps improve the quality of services.

Complaint process

Before filing a formal complaint, we encourage the resident or their representative to first contact the nurse, coordinator or management to express their concerns and dissatisfaction. They will do everything in their power to resolve the request or need.

If you are not satisfied with the response, you can contact the Complaints and Service Quality Commissioner to file a complaint.

The Complaints and Service Quality Commissioner is responsible for implementing the establishment's complaints review procedure.

The Commissioner has all the freedom and independence necessary to carry out her duties. They are there to listen to you and ensure that your rights are respected. Following the examination of a complaint, the commissioner makes recommendations to Management.

The functions of the Commissioner are defined by the Health and Social Services Act:

  • Process your complaint;

  • Ensure that your rights are respected;

  • Promote the quality of services;

  • Help you make a complaint if necessary or support you in any other steps relating to your complaint.

To join the Commissioner

Laval : Office of the Commissioner for Complaints and Quality of Services

Waterloo : Ms Sophie Brisson, Complaints Commissioner

450 668-1010, poste 23628

1 (866) 917-7903

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