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Complaints and Student Ombudsman

Complaint Management

In Quebec, the Education Act (section 220.2) requires school service centres to have a Procedure for the Examination of Complaints from Students or their Parents, which stipulates that a student and/or his parents may make a complaint about the services offered by the School Service Centre or request a review of a decision.

Consult the Centre de services scolaire du Littoral official document

PROCEDURE FOR FILING A COMPLAINT

Step 1

Speak directly to the person involved in the situation.

Many situations are easily resolved by speaking directly to the person involved. Sometimes, it is simply a matter of communicating with the staff member implicated in the situation.

Step 2

Contact the immediate superior of the person involved

If the complainant is not satisfied with the results of the first step, he or she is invited to contact the immediate superior of the staff member involved in the situation. The latter shall review the complaint and attempt, if possible, to resolve the situation.

Step 3

Contact the person responsible for complaints

If the previous steps still do not resolve the situation to the complainant’s satisfaction, the immediate supervisor will refer the complainant to the person responsible for complaints who will attempt to find a solution.

The person responsible for complaints verifies that steps 1 and 2 have been completed and ensures the admissibility of the complaint.

If the complaint is found to be admissible, the person responsible for complaints will determine whether the criteria set out in sections 9 to 12 of the Education Act have been met. If not, the complaint is transferred to the Student Ombudsman.

Person responsible for complaints
Marc-André Masse, Secretary-General
789 rue Beaulieu
Sept-Îles, Quebec  G4R 1P8
Téléphone : 418 962-5558, ext. 5520

Step 4

Contact the Student Ombudsman

A complainant who is not satisfied with the way of his or her complaint has been handled by the School Service Centre may request the intervention of the Student Ombudsman for examination.

If the intervention of the Student Ombudsman is requested, he shall ensure that the results of the previous steps (1, 2 and 3) were unsatisfactory.

After interviewing the complainant and the representatives of the School Service Centre and following an analysis of the file, the Student Ombudsman transmits a written notice to the Administrator of the Centre de services scolaire du Littoral and forward the same information to the complainant within 30 days of receiving the request.

Additional documentation: Complaint Management Policy

Student Ombudsman

In accordance with the Education Act, Mr. Donatien Grenier has been acting as the Student Ombudsman since January 30, 2010. As part of his important mandate, Mr. Grenier supports students and/or parents of students at the Centre de services scolaire du Littoral who are not satisfied with the examination or the result of a complaint submitted to the School Service Centre. The Student Ombudsman may only make recommendations to the Administrator of the Centre de services scolaire du Littoral, but cannot reverse or modify a decision.

As such, the Student Ombudsman receives complaints from students and/or parents of students at the School Service Centre only after steps 1, 2 and 3 have been completed. From then on, the Student Ombudsman conscientiously carries out the following steps:

  1. Analyzes and judges whether the complaint is admissible or not;
  2. Investigates and formulates a written notice to the Administrator of the Centre de services scolaire du Littoral;
  3. Makes recommendations as deemed appropriate.

For more information, please consult the following document:

Student Ombudsman
Mr. Donatien Grenier
69, boulevard Gérard-D.-Lévesque
New Carlisle, Quebec  G0G 1Z0
Telephone: 418 752-5437
Email: donatien.grenier@globetrotter.net