File a complaint on the quality of services
We are committed to providing you with quality services and meeting your needs. Nevertheless, if you wish to express dissatisfaction with our services, you can file a complaint.
What is the difference between a complaint, a report of a wrongdoing and a comment?
- The complaint is used to inform us of your dissatisfaction with our services. It is a process that requires follow-up or intervention on our part.
- Reporting wrongdoing refers to non-compliance with laws and regulations. If you wish to report wrongdoing, go to the Report wrongdoing (a person or situation) webpage. This can be done anonymously.
- At any time, you can also contact us to express your comments or to obtain a follow-up on your file.
Procedure to file a complaint
The role of the Bureau des plaintes et de la qualité des services (the office of complaints and quality of services) is to:
- Receive and process your complaints about our services in an independent and confidential manner
- Make recommendations to improve our services
At any time, we encourage you to contact a client service agent before filing a complaint. Most situations can be resolved at this stage. If you have already contacted us and you are not satisfied with the proposed solutions, you can file a complaint, for yourself or for someone whom you are representing.
Please be respectful when communicating with us. Aggressive, hateful or offensive language will not be tolerated. In such a situation, we reserve the right to end communication.
By secure form
Protection of your personal information
In order to offer you certain services, we need to collect, use, and sometimes disclose your personal information. To find out more about our privacy practices on our website, please refer to our Privacy policy webpage.
By telephone
Québec region: 418 682-5145
Elsewhere (toll-free): 1 888 899-2121
By mail
Please indicate your Health Insurance Number and telephone number in your letter.
Régie de l’assurance maladie du Québec
Bureau des plaintes et de la qualité des services
C. P. 6600, dépôt Q87, succ. Terminus
Québec (Québec) G1K 7T3
Rights needed to represent another person
If you are doing this on behalf of someone else, make sure that you have the necessary rights and documents to represent this person. To find out more, refer to the Authorize someone to represent me webpage.
Processing time for your complaint
The Bureau des plaintes et de la qualité des services (the office of complaints and quality of services) undertakes to confirm receipt of 80% of applications within 2 working days and to deal with 95% of complaints within 20 working days, if the complaint is complete.
If you are not satisfied with our efforts to process your complaint, you can contact the Québec ombudsperson, who is impartial and independent of the Québec government.
Send documents related to a pending complaint
If you have already filed a complaint, you can send us additional documents to support your file. We may also ask you for information in order to process your complaint properly. This service gives you the opportunity to send us documents in a secure manner.