Complaint process

How We Handle Complaints

We encourage anyone who wishes to report dissatisfaction with an educational childcare centre to start by contacting the staff, senior management, or board chair of that centre.

You can also ask the First Nations of Quebec and Labrador Health and Social Services Commission (FNQLHSSC) for help with that process.

The FNQLHSSC handles complaints filed against childcare centres in First Nations communities in Quebec in the following situations:

  • When the health and safety of children are clearly at risk
  • When the initial approach with the staff member, senior management, or board chair does not yield a satisfactory result

Who can file a complaint? 

Anyone in a First Nations community in Quebec.

This could be, for example:

  • A parent who is a user or future user of a childcare centre
  • A member of the educational staff of a childcare centre
  • A member of the staff or board of directors of a childcare centre
  • A member of the community in which the childcare centre is located


The FNQLHSSC handles complaints about childcare centres in the communities that have signed the agreement with the Ministère de la Famille.Before filing a complaint, please make sure the childcare centre is a signatory to this agreement.

Here is the list of signatory childcare services.

Admissible reasons 

Admissible complaints generally involve a childcare centre delivering services in a way that puts the health and safety of the children who attend it at risk.

Here are some examples of admissible reasons for filing a complaint:

  • The actions of a member of the educational staff or another staff member seem inappropriate to you.
  • There seems to be a lack of compliance with safety regulations.
  • The childcare centre asks you to declare your child’s attendance even though they were absent.

How to file a complaint 


The FNQLHSSC’s process for handling complaints

Once a complaint is filed, it goes through three stages:

1. Reception

  • The FNQLHSSC sends an acknowledgment of receipt to the complainant within five working days following receipt of the complaint.

2. Analysis

  • The FNQLHSSC reviews the information and determines whether or not the complaint is admissible.
  • If a complaint is not admissible, the person responsible for receiving the complaint will notify the complainant and inform them of the reasons for the decision as well as the various possible remedies, depending on the situation.
  • If the complaint is admissible, the FNQLHSSC will move ahead with the review and follow-up process.
  • Generally, the complaint is processed within 30 working days following its receipt by the FNQLHSSC.

3. Review and follow-up

  • The FNQLHSSC reviews the complaint and determines what corrections or improvements the childcare centre identified in the complaint must make.
  • The FNQLHSSC follows up with the childcare centre regarding the corrective and recommended measures it has taken and informs the complainant.
  • In case of dissatisfaction, the complainant can file a new complaint.

Rest assured that your complaint will be handled in complete confidentiality and with the required or requested anonymity.

You can also see the diagram of the mechanism for handling complaints.

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