Mission and clients

To learn about the mission of the Ministère de la Santé et des Services sociaux (MSSS), go to the Mission and mandates page.

The MSSS offers some services directly to the public referred to in this Service Statement. They include:

  • general information about health and social services;
  • information requests and complaints regarding the application of certain laws;
  • information, assistance and advice for individuals and families regarding international adoption, researching family and medical history and international reunions.

Our commitments regarding the quality of services

The MSSS is an organization that cares about the public’s concerns and is therefore committed to offering:

  • reliable and courteous services;
  • personalized and quality information services;
  • simplified processes and clear information, in a timely manner;
  • fair and professional handling of the requests it receives;
  • the assurance that personal information shared with the MSSS will remain confidential, within the limits of the law.

When you call the MSSS, we will direct you to a person or organization best able to answer your question.

If you consult the MSSS websites, we ensure reasonable accommodation measures will be taken to allow persons with disabilities access to the information and documents available (Action plan for disabled individuals (in French only) This hyperlink will open in a new window.).

If your request concerns the COVID-19 pandemic, please consult the Québec.ca/coronavirus website or call us at one of the telephone numbers below:

418 644-4545 (Québec)
514 644-4545 (Montréal)
1 877 644-4545 (toll free)

Commitments to the organization’s service standards

General information on health and social services

Services Québec is your gateway to:

  • obtain general information about the programs and services offered by the MSSS;
  • file a complaint or report an abusive situation to a service quality and complaints commissioner in the health and social services network;
  • send the MSSS complaints about its programs and services.

When Services Québec cannot give you an answer, the Health and social services general information office of the MSSS will answer your information request received by e-mail or telephone regarding the various programs, measures and services offered.

  • Answer your information request or acknowledge receipt within 10 working days after receipt (written and telephone requests) for 100% of the requests.

If your request is more complex and needs research that must be done by the administrative unit in question or if it requires approval by that unit, the MSSS is committed to giving you a response as soon as possible for a telephone call or to contacting you to provide follow-up for a written request.

Information requests and complaints regarding the application of certain laws

The MSSS is responsible for applying many health and social services laws and regulations. Seven of these laws are subject to inspections and investigations. The MSSS Direction des inspections et enquêtes (inspections and investigations branch) will answer your questions about the following laws and regulations:

  • Tobacco Control Act (CQLR, chapter L-6.2);
  • Act to prevent skin cancer caused by artificial tanning (CQLR, chapter C-5.2);
  • Cannabis Regulation Act (CQLR, chapter C-5.3);
  • Funeral Operations Act (CQLR, chapter A-5.02);
  • Act respecting medical laboratories and organ and tissue conservation (CQLR, chapter L-0.2);
  • Regulation respecting the certification of private seniors’ residence (CQLR, chapter S-4.2, r.0.01);
  • Regulation respecting the certification of community or private resources offering addiction lodging (CQLR, chapter S-4.2, r.01).

The MSSS is committed to:

  • answering your written request or acknowledging receipt within 10 working days following receipt of the request for 100% of the requests;
  • answering your telephone call or returning your call from Monday to Friday, 8:30 a.m. to 12:00 p.m. and 1:00 p.m. to 4:30 p.m. for 100% of the telephone calls.

Information, help and advice for people and families regarding international adoption and research into family and medical antecedents and international reunions

The Secrétariat à l’adoption internationale (SAI) acts on behalf of the MSSS as the central authority in Québec for international adoption and research into family and medical history and international reunions. It works closely with accredited adoption agencies by answering their requests to obtain or renew certification and it supports them in their activities. The Secrétariat offers services in the following areas:

  • international adoption;
  • researching the origins of people born outside the country or in another province in Canada who were adopted by people residing in Québec;
  • Researching the origins of people born in Quebec who were adopted in another country or in another province in Canada.

Regarding international adoption, the following services are provided:

  • advising, accompanying and supporting people who plan to adopt a child residing outside Québec;
  • intervening in all procedures to adopt a child residing outside Québec;
  • ensuring that the planned adoption complies with applicable laws and regulations;
  • communicating the decision regarding the admissibility of the planned adoption.

If you were born outside Québec and adopted by people residing in Québec, or if you were born in Québec and adopted outside Québec Read the content of note no. 1, the SAI offers the following services:

  • information about the primary identity of the adopted person, parents of origin and siblings;
  • a summary of family and medical history;
  • reunions.
Content of note no. 1

These services are offered depending on the legal and regulatory framework in force, based on the availability of the information sought and resources.

Return to the reference of note no. 1

The SAI will assess your situation and will send you the forms to complete.

For further information on international adoption, researching family and medical history and international reunions, please don’t hesitate to consult the official site of the Québec Secrétariat à l’adoption internationale: adoption.gouv.qc.ca This hyperlink will open in a new window.

Regarding international adoption

  • Processing or acknowledging receipt of your request in the 10 working days after receipt (website and telephone) for 100% of the requests.

Regarding researching family origins

  • Processing or acknowledging receipt of your request (website and telephone) within 10 working days after receipt for 100% of the requests.

Responsibilities, recourses and complaints

For us to meet our commitments, your cooperation remains essential. Therefore, it is important to:

  • provide us with complete, accurate and up-to-date information;
  • send us the information and documents requested within the required timeframe;
  • inform us of any changes that might affect your request or file as soon as possible;

Despite our efforts to fulfill the commitments in this statement, you may be dissatisfied with the service obtained. If you would like to make any comments or recommendations to make or express your dissatisfaction to improve the quality of our services, please Contact us.

You can also file a complaint or report an abusive situation in the health and social services network by consulting the following page The Health and Social Services Network Complaint Examination Sytem.

Our commitments regarding complaints

Regarding inspection and investigations in relation to the laws mentioned in this statement Read the content of note no. 2

  • Respond to your complaint in 30 working days or less after receipt for 80% of complaints.
Content of note no. 2

To file a complaint, you must have the contact information for the location that was the subject of the complaint, as well as the allegations. Note that the complaints are confidential and that there will be no follow-ups with the complainants.

Return to the reference of note no. 2

Regarding international adoption, if a complaint must be filed by a person or the person’s representative regarding services offered directly to the adopters by accredited agency staff performing their activities related to international adoption:

  • Acknowledge receipt of your complaint by indicating that a written response is received within 10 working days after receipt of the request for 100% of complaints.
  • Respond to your complaint in 30 working days or less after receipt for 80% of complaints.

Déclaration de services à la clientèle du ministère de la Santé et des Services sociaux (PDF 349 Kb)