Ombudsmen

An ombudsman is a person who can help settle your dispute with a public or private organization. 

First, the ombudsman will examine the information you provide about the problem, and may them make recommendations to the organization concerned to try to settle the dispute.

About ombudsmen

An ombudsman may be appointed under an internal policy or document, or under a provincial, territorial or federal law. 

The ombudsman's role may, in particular, involve:

  • receiving your complaint about the organization's services;
  • hearing your, and the organization's, point of view;
  • checking the facts;
  • ruling on whether your complaint is founded;
  • making recommendations to the organization in order to settle the situation and prevent its reoccurrence in the future. 

Ombudsmen do not have the power to impose their recommendations. The organization remains free to apply, or not to apply, the recommendation made by the ombudsman in order to settle the dispute.

Ombudsmen remain neutral and do not take sides, either for you or the organization, when examining your complaint.

Types of disputes heard by an ombudsman

In many cases you can contact an ombudsman when you have a dispute with one of the following organizations:

  • a government department or body;
  • a city or municipality;
  • a health care establishment;
  • an educational institution;
  • a financial institution;
  • an insurance company;
  • etc. 

When to contact the ombudsman

You should contact the ombudsman after the usual complaints process has not led to a solution to your dispute.

Finding an ombudsman

The following organizations offer the services of an ombudsman:

For a more complete list of all the ombudsmen working in Canada, see the website Forum of Canadian ombudsmen This hyperlink will open in a new window..

Ombudsman's place of work 

An ombudsman may work on the premises of the organization with which you have a dispute, or in another place.

Wherever the ombudsman works, the administrative structure is separate from that of the organization with which you have a dispute, ensuring that the ombudsman remains neutral. 

Cost

The services of an ombudsman are provided free of charge.

Procedure

The procedure applied by an ombudsman in processing a complaint may vary. 

However, in general you must:

  • file a formal complaint by completing a form;
  • submit supporting documents to back up your position.

 The ombudsman will then:

  • check the facts;
  • seek to understand;
    • your point of view;
    • the organization's point of view;
  • decide whether your complaint is founded;
  • propose, in some cases, that you settle your dispute via negociation or mediation;
  • make recommendations, in some cases, to the organization in order to resolve the dispute. 

You can find out more from the ombudsman about the procedure for dealing with your complaint.

Last update: January 31, 2022

Comments

Was the information on this page useful to you?

You have questions or require additional information?

Please contact Services Québec