Complaints Related to the Quality of Service

The Bureau des plaintes sur la qualité des services (Complaints Office) was set up to offer the clientele of the Ministère du Développement durable, de l’Environnement et des Parcs recourse to a neutral and impartial body in the event of disagreement or dissatisfaction with the manner in which a file has been handled.

Procedure

• Before filing an appeal with the Bureau des plaintes sur la qualité des services, you must first contact the director of the administrative unit responsible for the file to attempt to find a solution to the matter at hand.
• If an agreement cannot be reached, contact the Bureau des plaintes sur la qualité des services by phone, by e-mail or in writing. The complete file will be subsequently reviewed and you will receive a written reply within 20 business days of the date your complaint is received. If a reply cannot be issued within 20 days, you will be notified of this information in writing
• To ensure that your file is handled in a timely manner by the Bureau des plaintes sur la qualité des services, you must provide the following information:
  • your name, address (including postal code) and phone number, as well as the contact information of your representative, where applicable;
  •  a detailed description of the situation;
  • the results of actions you have taken thus far.

  The Ministère handles all complaints it receives in a confidential manner, as set forth in the Act respecting access to documents held by public bodies and the protection of personal information. It must be specified, however, that information you may forward by email may not be entirely secured.

• The Protecteur du citoyen (ombudsman) also has the authority to handle complaints related to the Ministère's activities.