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Complaints Management Policy

Foreword

In the context of the activities arising from the Public Administration Act, the management of complaints is part of a continuous improvement process and, as expressed through the directions defined in the strategic plan, affirms the Department’s will to ensure fair and equitable treatment of its clientele.

Complaints management is an important aspect of the process to continuously improve service quality. In response to the expectations expressed by the Department’s clientele, the commitments made in the Service Statement to Citizens establish the standards of service quality citizens are entitled to expect.

The processing of complaints must be supported by a departmental policy aimed at establishing a framework for managing complaints filed with the Ministère de l’Emploi et de la Solidarité sociale and sharing the attendant responsibilities among the various players.

Definitions

A “complaint” is any expression of dissatisfaction made by an individual, orally or in writing, to a person designated for the purpose of processing complaints.

“Citizen” means any physical or legal person.

“Person designated” means the staff of the Direction des plaintes et des relations avec la clientèle (complaints office), managers or individuals mandated by managers.

Scope

The policy covers complaints relating to the delivery of services and all programs, measures, products and activities of the Ministère de l’Emploi et de la Solidarité sociale.

The policy applies to all staff members of the Ministère de l’Emploi et de la Solidarité sociale and anyone offering services on behalf of the Department in the territory of the City of Montréal.

The policy does not cover disclosures and breaches of generally accepted rules of ethics within the public service, which are handled at other levels. Furthermore, a complaint rounds out, but does not replace the review process, the appeal process with the Tribunal administratif du Québec or the administrative review process.

Guiding Principle

The administrative unit that served the complainant is responsible for handling the complaint. If this does not achieve the desired results, the staff of the administrative unit concerned must inform the complainant of the available recourses, including the Direction des plaintes et des relations avec la clientèle.

Factors of Success

The commitment of departmental authorities as well as the awareness, mobilization and engagement of all staff members are vital to the policy’s implementation. Primary responsibility for managing complaints is assigned to the managers of each administrative unit. They are responsible for the decisions made. An effective complaints management process is accessible and simple and ensures that all complaints are handled with the same attention in a prompt, confidential, courteous, diligent and transparent manner.

Roles and Responsibilities

The Deputy Minister: approves the Complaints Management Policy.

Managers:

  • disseminate and ensure application of the policy within the administrative units under their responsibility;
  • make sure that the citizens served by their administrative unit are familiar with the complaints management process, including recourse to the Direction des plaintes et des relations avec la clientèle;
  • process or have processed the complaints they receive from a complainant and make sure the processing procedures are carried out;
  • appoint agents to handle and compile complaints, if deemed necessary;
  • process information relating to the management of complaints addressed to their administrative unit and complaints concerning the administrative units under their responsibility, as the case may be.

Staff:

  • help handle complaints;
  • inform citizens of the available recourses, including the Direction des plaintes et des relations avec la clientèle.

The Direction des plaintes et des relations avec la clientèle:

  • coordinates application of the Complaints Management Policy;
  • processes the complaints submitted to it;
  • produces the reports necessary for application of the policy, accountability and the Department’s annual management report;
  • informs departmental authorities of any complaint that could eventually pose a problem;
  • provides advice and makes recommendations aimed at improving programs, measures, services, products and activities;
  • supports all administrative units of the Department in the implementation of the Complaints Management Policy, as needed;
  • reviews the policy in conjunction with the administrative units concerned, as needed.
Last update: 2016-03-23 Top of Page

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