How to submit a complaint to the Ombudsman de Montréal?

ACCESS THE ONLINE COMPLAINT FORM BELOW

 

BEFORE SUBMITTING A COMPLAINT

  • Before filling out the complaint form, please ensure that the complaint concerns the Ville de Montréal or one of its agents. The Ombudsman de Montréal does not have jurisdiction over other entities. If your complaint concerns another entity, we invite you to contact them directly.
  • The Ombudsman de Montréal generally intervenes only as a last resort, with rare exceptions.
  • If you have not already done so, you must first address your complaint to Service 311 de Montréal.
  • If your are unsatisfied with the result of that step, you must then give the borough or service director the opportunity to examine your complaint. You can contact our office to obtain the director’s contact information.
  • If you are uncertain as to whether our office can handle your complaint, do not hesitate to contact us. 

 

JURISDICTION

The Ombudsman de Montréal can investigate almost any decision, recommendation, act or omission of the Ville de Montréal’s staff or its agents. 

However, the Ombudsman de Montréal cannot intervene with respect to: 

A decision, recommendation, act or omission: 

  • of the City Council, the Executive Committee or a Borough Council, unless an undertaking of the Montréal Charter of Rights and Responsibilities is at stake
  • of an elected official or a member of his or her cabinet
  • in connection with an employment relationship between an individual and Ville de Montréal; 
  • of a peace officer of the the Service de Police de la Ville de Montréal (SPVM)
  • of the Société de transport de Montréal (STM) or one of its employees 

 

  • A private dispute 
  • A decision made by a tribunal or an organization carrying out judicial duties
  • A situation involving an entity other than the Ville de Montréal

 

If you are unsure of our office’s jurisdiction, do not hesitate to contact us; if necessary, we will refer you to the appropriate entity.

 

SUBMIT A COMPLAINT

If your complaint concerns Ville de Montréal or one of its agents and you are at your last resort, we invite you to submit your complaint by the following means: 

  • Online: via the online complaint form below
  • Email: [email protected]
  • Telephone: 514 872-8999. We will return your call as soon as possible, Monday to Friday from 8:30 am to 4:30 pm
  • Fax: 514 872-2379
  • Social networks: via our Facebook or Twitter page
  • Mail: Ombudsman de Montréal, 1550 Metcalfe Street, Suite 1150, Montréal (Québec) H3A 1X6
  • In person: Please note that our offices are open by appointment only, from Tuesday to Thursday between 8:30 a.m. and 4:30 p.m. To make an appointment, please contact us: [email protected] or 514 872-8999. Our offices are located in the Cours Mont-Royal, at 1550 Metcalfe Street, suite 1150.

 

ONLINE COMPLAINT FORM

CONSENT: By filling out the form, you consent to the Ombudsman de Montréal and its staff obtaining, using and communicating with the Ville de Montréal (or one of its paramunicipal agencies or city-controlled corporations), solely for the purposes of processing your complaint, all necessary information and documents concerning you or related to your file, including your personal information.

Please note that after submitting the online complaint form, you should be receiving a copy to the email address indicated in the form. If that is not the case, please get in touch with our office. We recommend that you keep a copy of the information that you fill in.


    1. Complainant's Address and Other Information (Mandatory)

    N.B: If your request concerns other people, it is important for you to submit the names, telephone numbers and addresses of each person as well.

    2. Nature of the problem *
    3. Borough or department concerned
    4. File numbers(s) in the borough or department concerned (if applicable)
    5. For what reason(s) do you believe you were not properly treated or your rights were denied. *
    6. Please detail all steps taken in order to resolve this problem. *
    7. List the name of all city representatives with whom you have dealt with regard to this situation (provide titles, phone numbers, and work addresses, if you know them). Also confirm if you contacted the mayor's office or your municipal councillor.
    8. Provide a copy and list below all relevant correspondence and documents.
    9. What solution or remedy are you seeking with your present complaint to the Ombudsman de Montréal. *
    10. How did you find out about the Ombudsman de Montréal?

    Canadian Native

    Relates to persons of Amerindian, Inuit or Métis origin from Canada only.

    Ethnic origin

    Relates to persons, other than Canadian Natives, whose country of origin or whose parents’ country of origin is not Canada. For example, persons descending or originally from Argentina, Greece, Italy, China, Korea, Turkey, Lebanon, etc.

    visible minority:

    Relates to persons, other than Canadian Natives, who are not of white race or colour. For example, coloured persons, persons from Asiatic origin, Arabic origin, etc.

    Thank you