Together, let’s improve healthcare and social services
Do you have a suggestion, concern or complaint about the care or services you have received? You can share your thoughts or file a complaint in complete confidentiality.
Who can provide feedback on the care and services received?
Anyone who has received care or services provided by a Santé Québec institution, a public institution, from a healthcare professional, a private organization or in the context of research activities.
This includes :
- the user
- a relative of the user
- a legal representative or a successor
What are my rights as a member of the public?
Be informed about services and how to access them.
Receive the care you need in an emergency or if your life is in danger.
Be accompanied by a person of your choice when seeking information or navigating any service.
Access your medical records, subject to certain conditions, and receive assistance in understanding their content.
Receive continuous, personalized, and safe services that meet scientific, human, and social standards.
Accept or refuse treatment after receiving all the information on your state of health, your options and the potential risks.
Be accommodated until a solution appropriate to your condition is available.
Have your records kept confidential, accessible only to authorized persons or those who have obtained your consent.
Choose a professional or institution depending on available resources.
Participate in decisions affecting your health, well-being and intervention plan.
Receive services in the language of your choice depending on available resources.
Express dissatisfaction without fear of reprisals, be informed about the complaint review process and receive support throughout the process.
How to file a complaint or report a concerning situation related to the care or services you have received
For care and services received at a facility
(e.g., hospital, CLSC, CHSLD) or for ambulance services (except in Montréal and Laval).
With your institution’s commissioner
Find an institutionBy phone, email or in person with your institution’s service quality and complaints commissioner.
For ambulance services in Montréal and Laval
With the Urgences-santé commissioner:
Email: commissaire@urgences-sante.qc.ca
Phone number: 514-723-5600, ext. 5606
Need assistance?
If so, you have two options :
- You can call the Centre d’assistance et d’accompagnement aux plaintes (CAAP) at 1-877-767-2227. This is a toll-free and confidential phone line.
- You can contact your institution’s user committee. This committee represents service users, ensures that their rights are respected and can provide them with information or guidance regarding procedures.
FAQ
Documents
Rapport annuel
Commissioner for Complaints and Service Quality
Ms. Martine Gosselin has served as Santé Québec’s Commissioner for Complaints and Service Quality since January 6, 2025.
She is an experienced administrator, a member of the Ordre des administrateurs agréés du Québec, and has a strong academic background, including a Master of Business Administration (MBA) from the Université de Sherbrooke in 2013, as well as a Bachelor of Political Science from Concordia University in 1991. She also completed a university certification in corporate governance and earned the ASC (Administrateur de sociétés certifié) designation at Université Laval in 2015.
Before joining Santé Québec, Ms. Gosselin held strategic positions in the health and governance sectors, notably as a member of the board of directors of the Régie de l’assurance maladie du Québec (RAMQ). She served as Executive Director and Secretary of the Ordre des podiatres du Québec from 2014 to 2024, where she successfully led projects focused on financial restructuring, innovation, and strategic repositioning. In 2024, she continued her involvement with the Ordre des administrateurs agréés du Québec as an inspector and consultant.
With over 20 years of experience in management and governance, Ms. Gosselin is recognized for her ability to lead major transformations and establish best practices in service quality. Her current mission is to ensure that citizens’ needs and expectations are heard and addressed, while optimizing complaint management processes to strengthen trust and satisfaction among users of the healthcare system.