To file a complaint or make comments
We invite you to fill out the online form and e-mail it to the following address :
**NOTE: The e-mail address above is used to receive comments and complaints and not to respond to requests for assistance. To speak to a case worker and receive assistance, call 514 277 9860 between 8:30 a.m. and 4:30 p.m., Monday to Friday.**
The Act respecting assistance for victims of crime sets out a number of measures designed to address the needs and concerns of crime victims. It also defines the notion of “victim” and establishes the associated rights and responsibilities.
Section 2 of the Act grants crime victims the right to be treated with courtesy, fairness, understanding and respect for their dignity and privacy. Interventions by the Montreal CAVAC are based on these values, and are available to all crime victims, regardless of who the perpetrator is and whether or not he or she has been identified, arrested, prosecuted or convicted. In addition, the Montreal CAVAC’s client base includes the immediate families of crime victims and witnesses.
The basic philosophy underlying the Montreal CAVAC’s actions is to ensure that the needs of crime victims are respected, that interventions proceed at a pace which is comfortable for victims, and that victims have the ability to manage their lives and to make the decisions that affect them.
In compliance with its values, the Montreal CAVAC would like to receive complaints or comments from the people it has served. Comments may include complaints regarding unsatisfactory services or words of appreciation.
The purpose of this process is to ensure that the quality of the services offered to the general public continues to improve. It will enable the Montreal CAVAC to improve its methods while ensuring that every complaint received is treated efficiently, fairly and respectfully.
Below are some of the basic definitions used in the management policy introduced to help us achieve our goals with regard to complaints.
A complaint is a verbal or written expression of dissatisfaction made by a client concerning a service received.
- Client base
The client base is composed of all crime victims and witnesses, and the members of their immediate families. It also includes representatives of the public, private and community organizations with which the Montreal CAVAC works.
The main services offered by the Montreal CAVAC are: post-trauma and psychological intervention, information, technical assistance, accompaniment and referrals to specialized services.
Because service quality is a core concern for the Montreal CAVAC, we believe all clients should have the opportunity to make comments, whether positive or negative, on the services they receive. We therefore provide forms for this purpose at every service point and on our Website.
- Simplicity and diligence
All clients should easily be able to convey their satisfaction or dissatisfaction, either verbally or in writing, to any Montreal CAVAC employee, with the assurance that they will receive a quick response in plain language, giving reasons. We undertake to send an acknowledgement of receipt within 15 days of receiving a complaint. The complaint will then be examined through an internal investigation, and the complainant will be informed of any measures taken within 30 days of the date on which the acknowledgement of receipt was sent.
- Confidentiality and impartiality
All comments will be treated with the same level of attention, confidentiality and impartiality.
Comments may be sent directly to the CAVAC employee concerned, to the departmental head or to the agency’s management.
An employee who receives a verbal or written comment from a client concerning a service is invited to discuss it with his or her departmental head. Complaints will be resolved either by the employee concerned or by the departmental head, in agreement with the employee.
- Departmental head
In cases where the situation is not resolved or the complainant is dissatisfied with the way in which the complaint is handled by the employee, he or she may contact the head of the department concerned, who is responsible for managing complaints. The departmental head receives and examines the complaint, identifies a solution and informs the complainant of it, either verbally or in writing.
Management provides support and advice for departmental heads during the complaint processing procedure. In some cases, depending on the nature of the complaint, it may also intervene.
Complainants who are dissatisfied with the way in which their complaints are handled by the departmental head may contact the agency’s management, preferably in writing .