Complaint Processing Procedure

The government of Quebec has introduced a new three-step national complaints handling procedure intended to ensure the safety and security of students across the province.

The National Student Ombudsperson (Protecteur national de l'élève) and a team of Regional Student Ombudspersons (Protecteurs régionaux de l’élève) will be working autonomously and external to the school network to ensure that student and parent rights are upheld, and that schools across the province are meeting important standards in student safety.

As always, the Faculty, Staff and Administration at BCS continue to be your primary communication link should you have any concerns about safety, security, school life, or academic programs.

The steps indicated below outline the updated procedures and highlight the role of both the government and schools, according to the recent amendments to the Act respecting private education.

Student & Parent Rights

The National Student Ombudsman is responsible for applying the complaint and report processing procedure in Quebec’s education system.

 As part of this province-wide and standardized procedure, the National Student Ombudsman is assisted by Regional Student Ombudsmen throughout Quebec. Together, they ensure that student and parent rights are upheld. As a result, they contribute to the continuous improvement of education system services.

Filing a Complaint

Should a parent or student be dissatisfied with the educational services they have received, are receiving, should have received, or need, they may file a complaint using the three-step process below.

STEP 1 : CONTACT THE PERSON DIRECTLY CONCERNED OR THEIR IMMEDIATE SUPERIOR 

• The student or the parent who wishes to file a complaint will first contact the person directly concerned or their immediate superior.
• The complaint may be verbal, but it is better if it is made in writing.
• The person who receives the complaint has 10 working days to reply.

Making a Report

A report, which anyone can make, is possible only if it concerns sexual violence[1] against a student who attends an educational institution.

Such a report is made directly to the Regional Student Ombudsman, omitting the first two steps, by:

• a teacher
• a non-teaching professional who works within the school system
• an employee or a member of an educational institution’s managerial staff
• another student or a parent of the student
• etc.

The person who makes the report may choose the form of communication that best suits them among the following:

• Web complaint form
• Phone or SMS: 1 833.420.5233
• Email: plaintes-pne@pne.gouv.qc.ca

These reports are fast-tracked. Any information that might identify the person is kept confidential, unless the person consents to its disclosure. If a Regional Student Ombudsman considers it necessary, he or she can disclose the person’s identity to the Director of Youth Protection or to the police force concerned.

Regional Student Ombudsmen may also process a case of sexual violence on their own initiative.

[1]"The concept of sexual violence refers to any form of violence committed through sexual practices or by targeting sexuality, including sexual assault. It also refers to any other misconduct, including that relating to sexual and gender diversity, in such forms as unwanted direct or indirect gestures, comments, behaviours or attitudes with sexual connotations, including by a technological means.” For further information about acts of sexual violence, see the Government of Québec page on the forms of violence.

Protection Against Reprisal

The Act respecting the National Student Ombudsman protects against reprisal for people who, in good faith, make a report or file a complaint, cooperate in the processing of a report or complaint, or accompany a person who makes a report or files a complaint.

It is also prohibited to threaten to retaliate against a person to dissuade them from filing a complaint or making a report.

The following are presumed to be reprisal measures against students or their parents:

• Depriving them of rights
• Treating them differently
• Suspending or expelling the student

For the staff members of an educational institution who make a report or cooperate in the examination of a complaint or report, the following are presumed to be reprisal measures:

• Their demotion
• Their suspension
• Termination of their employment
• Their transfer
• Disciplinary sanctions or other measures that adversely affect their employment or working conditions

Fines for a natural person who retaliates or threatens to retaliate range from $2,000 to $20,000. Fines can vary from $10,000 to $250,000 for legal persons.