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Complaints



 

How to Submit a Complaint

The comments, suggestions and complaints we receive from citizens are very important to us, since they help us to improve our service quality.

If the service you received from the Department did not meet your expectations, we invite you to inform the person with whom you dealt, in order to find a satisfactory solution. Most problems can be solved in this way.

If you do not know whom to contact, get in touch with the Service à la clientèle.

If, after taking these steps, you still feel you have been unfairly treated by a decision or omission on the part of the Department, you may contact the Office of the Complaints Manager, by telephone or in writing.


The Office of the Complaints Manager

The Office of the Complaints Manager offers you an additional recourse involving a neutral, impartial authority in cases where you feel your needs were not adequately addressed by one of the Department’s administrative units.


Vital Information

To enable the Office of the Complaints Manager to process your case, we ask you to provide the following information:

  • Your name, address and telephone number;
  • A detailed description of the situation;
  • The outcome of your approach to the administrative unit in question, up to the time of your complaint;
  • Your expectations in requesting a review by the Office of the Complaints Manager.


What Happens Next

If you contacted the Complaints Manager in writing, an acknowledgement of receipt will be sent within five days of receipt of your complaint.

When your case is processed, someone from the Office of the Complaints Manager may contact you for further information or documentation.

The Complaints Manager’s final response will be sent to you in writing, along with a clear explanation of the reasons for the decision.


To Contact the Office of the Complaints Manager:

Diane Barry
Complaints Officer
Direction de l'accès à l'information, des plaintes et des relations internationales
Ministère de l'Énergie et des Ressources naturelles
5700, 4e Avenue Ouest, bureau A 301
Québec (Québec) G1H 6R1
Tél.: 418 627-6370
Toll free: 1 866 364-7018
Fax: 418 643-1443
Email: bureau.plaintes@mern.gouv.qc.ca

If, after this process, you still feel you have been treated unfairly, or if you believe the final decision is unjust, you may contact the Ombudsman