National Student Ombudsperson
In Quebec’s school system, students and their parents or guardians have the right to be heard when they experience dissatisfaction or feel their rights are not respected.
In Quebec’s school system, students and their parents or guardians have the right to be heard when they experience dissatisfaction or feel their rights are not respected.
To ensure fair, consistent, and independent handling of complaints, the Ministry of Education has established a national procedure overseen by the National Student Ombudsperson.
This procedure applies to all public and private schools and unfolds in three steps.
A Three-Step Process
The first step involves speaking directly with the person involved in the situation (for example, a teacher or staff member), or with their immediate supervisor. This can be done verbally or in writing, and a response is provided within 10 working days.
If the response is unsatisfactory or no reply is received within the expected timeframe, the complaint may be submitted to the designated complaint officer within the school. This person has 15 working days to review the situation and provide a response.
If dissatisfaction persists, the complaint can be escalated to the Regional Student Ombudsperson, who operates independently. They assist in drafting the written complaint and commit to reviewing it within 20-35 working days. The National Student Ombudsperson may intervene as a final recourse.
Procedure and Processing Sequence of a Complaint
STEP 1
File the complaint with the person concerned or their immediate supervisor.
10 WORKING DAYS
The Assistant Director must respond to the complaint within 10 working days following its reception.
STEP 2
If dissatisfied with the processing of the complaint or if the complaint has not been processed with the prescribed delay: refer the complaint to the person in charge of processing complaints at Villa Maria.
Person in charge of processing complaints at Villa Maria: Annie Archambault
15 WORKING DAYS
The person in charge of processing the complaint must respond within 15 working days following its reception.
STEP 3
If dissatisfied with the processing of the complaint or if the complaint has not been processed with the prescribed delay: refer the complaint to the regional student ombudsman
Special Cases
In situations involving acts of sexual violence*, students or their parents or guardians may contact the Regional Ombudsperson directly, without going through the first two steps. These reports are treated urgently, with full confidentiality and concern for the safety of those involved.
*A sexual violence act is defined as any action involving a sexual component, committed with or without physical contact, including through technological means, directed toward a student without their consent or in the presence of a power imbalance. Such an act may raise concerns for the safety or development of one or more individuals involved. It can take the form of gestures, words, attitudes, or behaviours, including those targeting individuals of diverse sexual orientations and/or gender identities.
Protection Against Reprisals
Anyone who files a complaint or report is protected against reprisals. It is prohibited, for example, to suspend a student, treat them differently, or impose disciplinary measures as a result of their complaint. Significant fines are imposed on individuals or organizations that violate this protection.
Contacting the Regional Student Ombudsperson
Students and parents or guardians can reach the Regional Student Ombudsperson through the following channels:
Online form
Phone or text
1 833 420-5233
