Complaints
If you are dissatisfied with our services, you may contact the person responsible for handling public complaints at the Ministry. This person receives complaints regarding the commitments set out in the Service Statement to Citizens and examines the matter independently. Complaints relating to the Service Statement to Citizens concern the quality of services provided or the behaviour of a member of our staff with respect to a decision or an omission. Your complaint will be handled confidentially.
If you are an inmate, ask for the specific complaint procedure that applies in your correctional facility (see French version).
If you are a handicapped person, you may file a complaint concerning the measures implemented by the Ministry to give you access to services or information, in accordance with the Plan d'action 2011-2012 à l'égard des personnes handicapées (see French version).
What are the Possible Subjects of a Complaint?
Complaints may be filed about most subjects, with the exception of the following:
- a decision made following a request filed under the Act respecting Access to documents held by public bodies and the protection of personal information;
- a challenge of a decision for which the review process has not been completed. The complaint may, however, be accepted if it concerns the behaviour of an employee or the time period;
- files registered in court.
Other Types of Complaints
A complaint concerning the conduct of a police officer, a wildlife conservation officer, a special constable or a highway controller in carrying out his or her duties or in his or her interaction with the public must be submitted to the Police Ethics Commissioner.
A complaint concerning a decision on the parole of an inmate (in French) must be submitted to the Commission québécoise des libérations conditionnelles.
A complaint concerning a service provided by an organization under the authority of the Minister or by the Sûreté du Québec must be addressed to that organization.
How to File a Complaint
You may formulate a complaint either by telephone or in writing.
In order to facilitate the processing of your request, you must provide, if applicable:
- a description of the problem,
- the date of the event,
- the persons involved,
- the steps taken (dates, persons and organizations that you have contacted),
- a copy of all relevant documents,
- your address and telephone number as well as your signature if your complaint is in writing.
You Must Formulate your Complaint as Follows:
Mail: | Officer Responsible for the Management of Complaints from the Public Secrétariat général Ministère de la Sécurité publique 2525, boulevard Laurier, 5e étage Tour des Laurentides Québec (Québec) G1V 2L2 |
|---|---|
Phone: | 1 866 644-6826 |
Fax: | 418 643-0275 or 514 873-6597 |
How Long Does it Take for a Complaint to be Processed?
Your complaint will be processed within 20 working days or less, following its receipt. If this timeframe cannot be met, youwill be advised of the probable date of the response and given the contact information of the person responsible for your file.
