Know your rights
The 12 rights of service users
A simple overview of the rights of people receiving health and social services in Québec.
- 01
The right to information
Get information about your health, proposed care and available services.
- 02
The right to services
Receive quality services suited to your needs, subject to available resources.
- 03
The right to choose a professional or institution
Choose the professional or institution providing your services, within the applicable limits.
- 04
The right to care required by your condition
Receive necessary care when your life is in danger.
- 05
The right to consent to or refuse care
Accept or refuse care after receiving the information needed to decide.
- 06
The right to take part in decisions
Take part in decisions about your care, services and service plan.
- 07
The right to be accompanied, assisted and represented
Have someone accompany or assist you in your démarches, and represent you when needed.
- 08
The right to accommodation
In situations covered by law, remain accommodated until you can return home or another placement is secured.
- 09
The right to receive services in English
English-speaking users may communicate in English when receiving services, under the applicable rules.
- 10
The right to access your user file
Access your file under the conditions set by law and get help understanding it.
- 11
The right to confidentiality of your user file
Have the information in your file protected under the applicable rules.
- 12
The right to file a complaint
Share a concern with the service quality and complaints commissioner.
Take the next step
Assert your rights
Something concerns you? You can ask for an explanation, share your perspective and get help deciding what to do next.
- 1. Write down what happened
Note the facts, dates, service involved and what you would like to see change. Keep any relevant documents.
- 2. Ask for an explanation
If you feel comfortable, speak with the person or team involved. You may also ask to meet with the person responsible for the service.
- 3. Get support
The committee can listen, explain your rights and direct you to the right resource. CAAP Montérégie offers free, confidential help preparing and following up on a complaint.
- 4. File a complaint if you choose
You can contact the service quality and complaints commissioner directly, verbally or in writing. If you are dissatisfied with the response, a second recourse may be available.
Email the committee ↗Contact the Montérégie-Ouest commissioner ↗Get help from CAAP Montérégie ↗
You can contact the commissioner at any time, even if you have not spoken with the service first. The committee offers support and guidance; the commissioner examines complaints.
Have a question about your rights?
The committee can listen and guide you through the next steps.
Email the committee