WMRC Complaints Procedure

Step 1: Reception of the complaint

Your complaint, which may be verbal or written, must be addressed to the local Complaints and Service Quality commissioner.

You will receive an acknowledgement that your complaint was received within five days from the date of reception.

Step 2: Investigation of the complaint

The local Complaints and Service Quality commissioner will analyse the legitimacy of your complaint.

The investigation of your complaint requires the co-operation of all the people involved with your complaint. You must cooperate with the local Complaints and Service Quality commissioner by providing her with the information needed and by being available, if necessary, to participate in a meeting.

The investigation of your complaint also means that the local Complaints and Service Quality commissioner must contact the employee, the professional involved or the persons responsible for the family-type or intermediate resource to obtain their versions.

Step 3: Conclusions of the local Complaints and Service Quality commissioner and corrective measures, if required

Within a maximum of 45 days from the date your complaint was received, you will receive the conclusions reached by the local Complaints and Service Quality commissioner, indicating whether any measures are being considered to remedy the situation.

If the complaint is written, the local Complaints and Service Quality commissioner transmits her conclusions in writing. If the complaint is verbal, she may transmit her conclusions verbally.

If your complaint is considered to be founded, corrective measures may be applied. These measures, which can be implemented during the investigation of the complaint or after, will be determined by taking into account your observations, your rights and the organization of West Montreal Readaptation Centre's services and resources.

Step 4: Methods of Recourse

If you do not agree with the conclusions of the local Complaints and Service Quality commissioner, you may submit your complaint, verbally or in writing, to the Ombudsman who will, as soon as possible, do an analysis and present his conclusions to you.

OMBUDSMAN
1080 Beaver Hall, 10th floor, Office 1000
Montreal, QC H2Z 1S8
Telephone: 514 873-2032
Toll-free: 1 800 463-5070
Fax: 1 866 902-7130