The National Student Ombudsman law came into effect on August 28 2023. This new process will replace any complaint examination procedures currently in place in all Quebec educational institutions. The information that follows is an explanation of the new procedure as outlined by the government. Ïã¸ÛÁùºÏ²Êͼ¿â×ÊÁÏ employees will continue to be the first point of contact for the majority of complaints. It remains our goal to engage with our community in constructive and collaborative ways to support SHS parents & students.
Student and parent rights
The National Student Ombudsman is responsible for applying the complaint and report processing procedure in Québec’s education system.
As part of this province-wide and standardized procedure, the National Student Ombudsman is assisted by Regional Student Ombudsmen throughout the province. Together, they ensure that student and parent rights are upheld. As a result, they contribute to the continuous improvement of education system services.
Filing a complaint
Should the student or their parent be dissatisfied with the educational services they received, are receiving, should have received, or need, they can file a complaint based on a procedure that consists of a maximum of three steps:
Step 1 – Person directly concerned person’s immediate superior
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To file a complaint, the student or their parent must first approach the person directly concerned or that person’s superior.
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The complaint may be verbal, but it is better if it is made in writing.
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The person who receives the complaint has 10 working days to respond.
Step 2 – Person responsible for processing complaints (Complaints Officer)
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If the student or their parent is still dissatisfied with how the complaint is being handled, or if the 10-day deadline has expired, they may then approach the person responsible for processing complaints within the school board.
The complaint may be verbal, but it is better if it is made in writing.
The person responsible for processing complaints (Complaints Officer) is:
Carissa Springer95 chemin côte-st-antoineWestmount, Quebec, H3Y 2H8Email: springerc@selwyn.ca
514-931-9481 ext 2226
This person has 15 working days to respond.
Step 3 – Regional Student Ombudsman (RSO)
If the student or their parent is still dissatisfied with how the complaint is being handled, or if the 15-day deadline has expired, they may contact their Regional Student Ombudsman, who will help them draft their written complaint.
The student or their parent may choose the form of communication that best suits them among the following:
Email:
plaintes-pne@pne.gouv.qc.ca or
sarah-beth.trudeau@pne.gouv.qc.ca
Regional Student Ombudsmen have 20 working days to examine the complaint and issue their conclusions. If they deem that the complaint is substantiated, they may make recommendations to the private educational institution.
However, before the conclusions are sent, the National Student Ombudsman examines them. He or she has up to 5 working days to decide whether to examine the complaint in turn. If so, he or she has 10 working days to complete the examination and, if need be, to substitute his or her conclusions or recommendations for those of the Regional Student Ombudsman.
The Regional Student Ombudsman then informs the complainant and the private educational institution about the conclusions and any recommendations.
The private educational institution has 10 working days to inform the complainant and the Regional Student Ombudsman of whether it intends to follow up on the conclusions and recommendations made to it, Alternatively, it must provide an explanation if it has decided not to act on the recommendations.