Procédure de plaintes

You have rights when receiving health and social services. If your rights have not been respected or you are dissatisfied with the services you received, you can file a complaint with a facility, a staff member, or a healthcare professional working there.

1. Name of the Organization

Maison d’Hébergement Simonne-Monet-Chartrand

2. Our Mission

• The mission of Maison Simonne-Monet-Chartrand is to provide shelter and a safe living environment to women and children who are victims of domestic violence while supporting them in regaining control over their lives.
• The vision of Maison Simonne-Monet-Chartrand is to collaborate with various partners involved in domestic violence to establish best practices for intervention with women so they can develop to their full potential, all based on respect, autonomy, and confidentiality.
• Our values ​​are kindness, trust, solidarity, respect, and commitment.

3. Our Services

• Free room and food;
• A safe place where everything that concerns you is confidential;
• Individual support throughout your journey, taking into account your needs and your pace;
• Mother-child intervention;
• Free devictimization workshops and workshops on several topics related to the impacts of violence on women are offered year-round by specialized counselors;
• External follow-up.

4. Our Commitments to You

• We can accommodate up to 16 individuals;
• The staff are on-site and available 24 hours a day, 7 days a week;
• The objective of our community temporary accommodation organization is to offer you an adequate living environment, meeting your needs and your motivations;
• Support in your efforts to improve your personal and social situation;
• A flexible environment and intervention adapted to your needs.

5. Complaint Mechanism

Step 1: You can contact the Executive Director of the Simonne-Monet-Chartrand Shelter on-site, by email, or by phone.

• Email: directeur-generale@maisonsmc.org
• Phone: 450-658-9780 # 223

Rest assured that your comments, recommendations, and/or observations will be reviewed confidentially. The Executive Director undertakes to respond within 24 hours of your request.

Step 2: If you are not satisfied with the results of the process or if you feel the situation requires it, you can file a complaint. To do so, you are invited to contact the office of the local service quality and complaints commissioner.

The Quebec Ministry of Health and Social Services has entrusted the service quality and complaints commissioner with the responsibility of handling complaints and reports made under the policy to combat mistreatment of vulnerable people. The Commissioner welcomes all requests in this regard and the following methods are available:

• Telephone: 450 466-5434 or toll-free 1 866 967-4825, ext. 8884
• Online form: English form
• Printable form: English form

Available submission methods:

• Email submission: commissaire.cisssmc16@ssss.gouv.qc.ca
• Mail submission:
  Service Quality and Complaints Commissioner, CISSS de la Montérégie-Centre
  3120 Taschereau Boulevard
  Greenfield Park, Quebec
  J4V 2H1
• Fax: 450 462-7979

At any time, you can get assistance from the Montérégie Complaints Assistance and Support Centre (CAAP-Montérégie). This organization, whose services are free and confidential, is mandated by the Minister of Health and Social Services. Visit the CAAP-Montérégie website for more information.

You can also file a complaint with the Québec Ombudsman, but only after first contacting the local Complaints and Service Quality Commissioner at your CISSS. The Québec Ombudsman therefore intervenes as a second recourse if the Commissioner's response does not satisfy you or if you do not receive a response. Visit the Québec Ombudsman website for more information.

6. Organization Contact Information

• P.O. Box: P.O. Box 34, Chambly, Quebec, Canada, J3L 4B1
• Telephone: 450-658-9780
• Fax: 450-982-9790
• Website : https://maisonsmc.org

7. Organization Opening Hours

• Maison Simonne-Monet-Chartrand is accessible at all times.
• A counselor can be reached 24/7 by phone at 450-658-9780 #0.
• For outpatient follow-up services, women are invited to make an appointment or register for group activities by contacting the counselors directly by phone at 450-658-9780, ext. 0.

8. Date of adoption of the declaration of services

This declaration of services was duly approved by the Board of Directors of the Maison d’Hébergement Simonne-Monet-Chartrand, in Chambly, on October 7, 2025.