Complaints
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Not satisfied with the service you received? Please tell us how we can improve.
Urgences-santé is responsible for fielding medical emergency calls and providing ambulance transportation for the Montréal and Laval regions. We are committed to providing quality services to all of our users. If, despite our best efforts, you are not satisfied with the services you have received or witnessed a situation of concern, please let us know.
If you would like to comment on ambulance transportation services you received outside of the Montréal and Laval regions, please send your feedback to the CISSS or CIUSSS of that region.
Who can file a complaint?
Users who believe that their rights have not been respected or not satisfied with the services they received or should have received may file a complaint. Complaints may also be filed on behalf of the user or by the heirs or legal representatives of a deceased user.
Any member of the public or of the health network and related organizations may also file a complaint with Urgences-santé regarding situations of concern, even if they did not receive ambulance transportation services.
Urgences-santé is required to respond to a complaint within 45 calendar days.
What are your rights and responsibilities?
Under applicable acts and regulations, users have the following rights:
- To be informed of existing services and how to obtain them;
- To receive, with continuity and in a safe and personalized manner, services that are scientifically, humanly, and socially appropriate;
- To indicate your preference regarding the institution that will provide these services;
- To accept or refuse care, including ambulance transportation;
- To receive emergency care;
- To be informed of your state of health, and of the various options open to you and their consequences, before giving consent to care;
- To be treated with courtesy, fairness, understanding, and with respect for your dignity, autonomy, needs, and safety in all circumstances;
- To have access to your Urgences-santé’s medical record;
- To participate in the decisions that concern you;
- To be accompanied or assisted in obtaining information about services;
- To seek a remedy without fear of reprisal;
- To be represented in the event of incapacity.
Users also have the following responsibilities when filing a complaint, expressing dissatisfaction, and interacting with staff:
- Be courteous and respectful for staff and other patients;
- Respect for the rights and property of others;
- Respect for Urgences-santé’s rules and regulations;
- Providing clarification on the complaint or report as required.
How can I file a complaint?
Fill out the form at the bottom of this page and click “Send”. You can also fill out the form here and send it.
By email:
Commissaire@urgences-sante.qc.ca
By mail:
Urgences-santé
Service quality and complaints commissioner
6700, rue Jarry Est
Montréal (Québec) H1P 0A4
You can also contact us by phone:
514-723-5600 ext. 5606
Need help?
If you need help writing a complaint or at any stage in the complaint process, contact the Centre d’assistance et d’accompagnement aux plaintes (CAAP) in your region.
Montréal: 514-861-5998 Website : www.caapidm.ca
Laval: 450-662-6022 Website : www.caaplaval.com