Complaints about the quality of service

If you are dissatisfied with service you received, you may have recourse by taking the matter up with a neutral and impartial body.

Complaints received are processed in accordance with the Politique de gestion des plaintes sur la qualité des services.

Before filing a complaint, you should first contact the head office of the administrative unit responsible for processing your file to try to resolve the problem.

If an agreement cannot be reached, you may contact the Direction des renseignements, de l’accès à l’information et des plaintes sur la qualité des services by phone, email or in writing. The complete file will be 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 that timeframe, you will be notified in writing.

To facilitate the processing of your file, please provide the following information:

• Your name, address (including postal code) and phone number;
• Your representative’s contact information, if applicable;
• A detailed description of the situation;
• The results of the steps you have taken.
   

If the efforts made to resolve your complaint fail to meet your expectations, you may contact the Protecteur du citoyen (ombudsman).

The Ministère de l'Environnement, de la Lutte contre les changements climatiques, de la Faune et des Parcs handles all complaints it receives in a confidential manner in compliance with the Act respecting Access to documents held by public bodies and the Protection of personal information .

However, please be aware that information submitted by email is not completely secure.