The three main grounds for substantiated complaints:

  1. 1.Lengthy wait times: 45.3%

  2. 2.Failure to respect rights: 20.4%

  3. 3.Financial damage: 19.9%

Variation in the number of substantiated complaints compared with last year’s number:

  • Commission des normes, de l’équité, de la santé et de la sécurité du travail

  • Ministère de la Famille

  • Ministère de l’Éducation et de l’Enseignement supérieur

  • Ministère de l’Immigration, de la Diversité et de l’Inclusion

  • Retraite Québec

  • Ministère de l'Environnement et de la Lutte contre les changements climatiques


Public service

femme qui travaille en administration

Revenu Québec

  • The Québec Ombudsman published a report on the rights of taxpayers who enter into a payment agreement with Revenu Québec. Because there were no clear guidelines for protecting taxpayers’ rights, it recommended that Revenu Québec better define the parameters for this practice.

Ministère de l’Immigration, de la Francisation et de l’Intégration

  • Despite failure of the procedure for the reception of refugee sponsorship applications in September 2018, the Department has not made any changes. Not surprisingly, similar overflows occurred last January 20.

Ministère de l’Éducation et de l’Enseignement supérieur

  • In a 2017 special report and on several other occasions, the Québec Ombudsman has pointed out the flaws in the handling of complaints within the school system. The Department made it known that it would introduce a bill addressing this mechanism and the role of the Student Ombudsman in Québec. So far, the Department has not followed up.

Ministère de la Justice

  • Since 2017, the Québec Ombudsman has been asking for the abolition of the time limit for civil actions in cases of sexual assault or family violence. In response to this intervention, the Department announced that by late June 2020, a bill on this subject would be introduced

  • The Department is slow to clarify the scope of the notion of a crime "victim." In the meantime, the Direction générale de l’indemnisation des victimes d’actes criminels (DGIVAC) maintains a restrictive interpretation which deprives people of the help to which they should have a right.

Ministère de la Sécurité publique

  • Complaints reveal that long wait times and the loss of documents persist in the handling of claims to the Department from people who incurred flood damage. Corrective measures must be put in place to better manage these files.