To inform users of their rights and of the complaint process.


 As a healthcare user, you are entitled to rights that ensure your respect and protection. To be heard, one must speak up. Our counsellors are eager to inform you of your rights. Their disrespect opens the gate to recourses through the complaint examination system. The system has procedural guidelines and certain steps that must be followed. We are available to further explain and discuss these procedures.


To listen to and grasp the object of a complaint.


We are all ears. We knowingly acknowledge that what you are going through or have gone through is not easy. The situation is often complex and should be described in your words and in the order your mind presents its ideas. Our role is to make you comfortable in clarifying, describing and understanding the situation.


To help you prepare your case and write your letter.


Upon users’ requests, CAAP assists those in need of assistance in filing a complaint. We offer to formulate the written complaint. This added expertise helps the different complaint examination bodies in processing the request more efficiently and in facilitating its handling.


To accompany you in meeting the person responsible for processing your complaint.


The complaint examination system consists of many agencies and, in some cases, filing users are called in for an in-person meeting. CAAP is the mandated organization to accompany users in such hearings if requested. In proceeding this way, the user ensures companionship and moral and technical support.


To provide support in other related procedures.


We can offer support and give council to those willing to make their rights’ heard and respected in the healthcare system. For instance, if you do not wish to file an official complaint, our help could entail accessing your file and requesting additional information to the commission of information access.


To refer towards other appropriate services.  


We are all ears and know many other organizations affected to our territory that can come in help to those in need. We will willingly also refer you to different professional orders.


To conduct presentations on user rights.

We offer all our partners the possibility of giving presentations concerning user rights and complaint procedures as they occur in the healthcare and social services system. The service is offered free of cost to willing organizations and our counsellors adapt their discourse in order to better suit the needs and specific clienteles of these organizations.




In all confidentiality, all our services are offered free of cost and with great importance given to quality. Each request is welcomed and processed in respect of our mandate’s limitations and with open-mindedness and a respect of the person’s autonomy in making choices.



May 24th, 2017

24e AGA 2017


November 30, 2016

Networking, connecting and getting healthy on South Shore!


Laughter is the Food of Life, the 3rd annual Health Promotion Fair took place on October 29th in Brossard with 45 kiosks featuring interactive workshops, exhibits, and health related demonstrations. The diversity of kiosks is part of what makes this event so special where there is something for families, children, youth, seniors and the community at large. The main goal of this event was to promote health and nutrition while connecting the Montérégie English-speaking communities to the bilingual health services they are looking for, along with health tips and tools, crucial to a healthy lifestyle. This year’s guest speaker was Albert Nerenberg, an award-winning film director, journalist, entertaining speaker and one of the world’s top experts on laughter. He teaches new laughter techniques to groups all over the world. He says, "If you are what you eat, maybe you are what you act!"


This annual event is one of the ways in which the Assistance and Referral Centre for Health and Social Services (ARC) works towards its main objectives to contribute, connect, and share resources and information that supports community engagement and promotes community vitality in a meaningful and timely way. The success of this event is not only by connecting the community to the services but also by connecting the health and social service providers and community organizations to each other, making the fair an engaging networking opportunity that simply brings everybody together. Although this event highlights the vast array of services available it also still shows that there is still much work to do around access to bilingual services.


ARC would like to thank the planning committee, guest speakers, exhibitors, and guests, along with a special thank you to volunteers from Our Harbour for preparing the nutritious lunches. The success of the event came from collaboration with our partners and our community.


The event was organized by ARC in collaboration with the Montérégie English-speaking Regional Health and Social Services Partnerships Table and is made possible with Health Canada funding through the Community Health and Social Services Network (CHSSN).