Our mandate derives from An Act respecting health services and social services. More specifically, the Minister of Health and Social Services entrusts us with the mandate defined in the two following articles of the Act.
Article 76.6 describes our mandate: “… assist and support users residing in the region who wish to address a complaint to an institution in the region, to the agency or to the Health Services Ombudsman or whose complaint was referred to the council of physicians, dentists and pharmacists of the institution and is governed by section 58.”
Article 76.7 specifies our functions: “… assist a user in any step undertaken to file a complaint with an institution or agency or with the Health Services Ombudsman, and provide support to the user throughout the proceeding, including complaints referred to the council of physicians, dentists and pharmacists of an institution. The community organization shall provide information on the complaints process, help the user define the subject of the complaint, draft the complaint where necessary and provide assistance and support on request to the user at each stage of the proceeding, facilitate conciliation between the user and any authority concerned and contribute, through the support so afforded, to the user’s satisfaction and the enforcement of the user’s rights.”