How to submit a complaint to the Ombudsman de Montréal?


NOTICE: Please note that our office is currently facing a staffing shortage that compromises our ability to process complaints within our usual timeframes. Please be assured that we are making every effort to remedy this situation. Thank you for your understanding.



The Ombudsman de Montréal usually intervenes as a last resort, with rare exceptions. Before contacting our office, citizens should first complain to the Service 311 and thereafter the relevant Borough or Central Department Director and provide him or her with an opportunity to resolve the issue.

  • If you do not know how to reach that person, our office can provide you with his/her contact information.



The Ombudsman de Montréal can investigate most decisions, actions, recommendations or omissions of Ville de Montréal managers and staff and other City representatives.

However, the OdM cannot investigate: 

  • Decisions, recommendations, actions or omissions of the City Council, the Executive Committee or a Borough Council, unless a Montreal Charter of Rights and Responsibilities undertaking is at stake
  • Decisions, recommendations, actions or omissions of an Elected Official or member of his/her cabinet
  • Decisions, recommendations, actions or omissions related to an employment relation with the City
  • Decisions, recommendations, actions or omissions of an SPVM police officer when acting as Peace Officer
  • Any situation concerning the Société de transport de Montréal (STM)
  • Private disputes
  • Decisions or judgments rendered by any tribunal


If you are not sure that our office has jurisdiction over your case, do not hesitate to contact us.



Any means can be used to file a complaint to the OdM (e.g.: email, phone, fax, mail). Should you wish to file a complaint in person at our office, please note that our offices are open by appointment only, from Tuesday to Thursday from 8:30 am to 4:30 pm, until September 2, 2022. To make an appointment, please contact us: [email protected] or 514 872-8999.

Our office is located in the Cours Mont-Royal building, at 1550 rue Metcalfe, suite 1150.

We strongly recommend that you complete the online Complaint Form (see below), or complete it with the Word format or PDF format.

If you decide to fill out the online Complaint Form:

  • Please note that after clicking on “Send”, it is important to keep the page open on your screen. Within minutes of submitting your complaint, you should be receiving a copy of your form in your inbox.
  • If you do not receive a copy of your Complaint Form, please call us a 514 872-8999.
  • An Acknowledgment of receipt will also be sent to you by email in the following days after submitting the Complaint Form.
  • Please also note that the Complaint Form does not accept large attachments.





Personal and private information collected by the Ombudsman de Montréal will remain confidential, except as required in the course of its interventions and inquiries.

By submitting your complaint to our office, you authorize the Ombudsman de Montréal team to obtain, communicate and use any information related to you or to your file, including personal and confidential information.

    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