Understanding and acting effectively
Complaints process in schools
Information for parents
First, look for a solution
When something goes wrong at school, it’s normal for a parent to want to intervene to protect their child and correct the problem. However, before considering filing a complaint, it’s important to keep one simple principle in mind: The first objective is to resolve the situation .
This is why the RCPAQ recommends starting with a direct, clear, and respectful approach to the person involved or, depending on the situation, to the school administration. In many cases, this initial step leads to a faster resolution than a formal process. It is not merely a formality or a gesture of diplomacy: many situations arise from a lack of information, a misunderstanding, a poorly explained decision, or follow-up that was not carried out as planned.
When a parent is dissatisfied with a service their child has received, a service in progress, or a service that should have been provided, they can speak to a teacher, a professional, a support worker, or, if necessary, their immediate supervisor. A discussion can sometimes help clarify what happened and, more importantly, quickly determine what can be corrected.
CThis does not mean that a parent must accept a situation they deem unsuitable. Rather, it means exploring whether a simple and realistic solution is possible before formalizing the dispute. Conflict resolution approaches, in fact, prioritize communication that allows for the presentation of facts and concerns, listening to the other party, and seeking a solution, rather than asserting a position.
When this first step does not resolve the situation, the Quebec system provides for a three-step complaint process.
The three stages of the complaint process in schools
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Step 1 : The person concerned or their superior
The complaint is first made to the person directly involved in the situation or their immediate supervisor . It can be made verbally, but it is generally preferable to do so in writing. This ensures a clear record of the process, the facts presented, and the date the complaint was made.
It is important to clearly state that this is a complaint.This is especially important if exchanges have already taken place. The legal processing time begins when the complaint is officially filed: this step must therefore be explicit.
A response must be provided within 10 working days .
At this stage, there is no need to write a long document. It is better to prioritize effective communication, which should primarily focus on understanding what happened, the consequences for the student, and what the parent would like corrected.
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Step 2 : The Complaints Handling Officer
If the response received is not satisfactory, or if the 10-business-day deadline has passed, the complaint can be forwarded to the complaints officer. from the school board: school service centre or school board. This person’s contact information should normally be available on the school board’s website.
The process can still be done verbally, but it is always preferable to keep records of communications and relevant documents. The person responsible for handling complaints must provide a written response. within 15 working days .
Find the complaints manager
Choose your school service centre or school board.
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Step 3 : The National Student Ombudsman
If dissatisfaction persists, or if the 15 working day deadline is not met, the parent can then contact the National Student Ombudsman , an independent institution external to the school system.
The admissible case is referred to a regional student ombudsman, who reviews the complaint in their region on behalf of the National Ombudsman. This person can gather the necessary information, interview the individuals involved, and, if the complaint is substantiated, make recommendations to the school board.
The National Ombudsman also offers assistance to help a parent file a complaint. Its support and admissibility team processes the request within 48 business hours. The Ombudsman or regional Ombudsman then has the option to 20 business days to examine the complaint and produce its findings. The National Ombudsman may then decide to review these findings before forwarding them. The school board then has 10 business days to indicate how it intends to act on the recommendations made to it.
These timeframes do not necessarily mean that a case will be resolved in a few days. For 2024-2025, the National Ombudsman reported an average processing time of 34 business days for complaints and reports, while the procedure allows for a maximum of 35 business days at this stage.
A protector or a regional protector may intervene in exceptional circumstances, even if the first two steps have not been completed, when they believe that these steps would not adequately correct the situation or that the delays would make their intervention useless.
Before filing a complaint, first try to resolve the situation with the person concerned or the management: it is often faster and more effective, especially in a climate of civility and respect.
Document
A parent doesn’t need to turn every disagreement into an investigation. However, it’s important to keep enough information to be able to clearly explain the situation if it needs to be escalated.
It is helpful to note down important facts, dates, people with whom correspondence took place, responses received, and the concrete consequences of the situation for the student. Emails and relevant documents should also be kept.
Next, clear communication is essential, describing the situation, concerns, and expectations. A sound complaint is not based on general reproaches, emotional outbursts, or opinions, but on specific facts and concrete demands to rectify the situation.
The request can be very simple: to obtain an explanation, to restore a service, to review a decision, to ensure follow-up, to implement a protective measure, to improve communication or to correct a situation that persists.
This approach also helps to refocus discussions on what really matters: the needs and rights of the student, rather than the respective positions of adults.
Complaints process timeline
Processing a complaint can take several weeks. Here are the main steps and timeframes to be aware of.
Important: the 10 and 15 working day delivery times are maximum times.. You do not have to wait for them to expire if you have already received a response and it does not resolve the situation. You can then proceed immediately to the next step.
Formulation of the complaint
Day 1
The complaint is made to the person concerned or their immediate superior.
- Clearly state that this is a complaint.
- Briefly outline the facts and their consequences for the student.
- Clearly specify what you would like to see corrected.
- Prefer written communication and keep only relevant communications.
Maximum time to receive a response
+10 business days
A response must be provided within 10 working days .
If the response does not resolve the situation, you can proceed to the next step immediately. If no response is received by the deadline, you can also continue with your request.
Complaints handling officer
After the response or the expiry of the deadline
The complaint is forwarded to the person in charge of handling complaints at the school board.
It is usually sufficient to summarize the main points of the initial complaint, indicate the steps already taken, and specify what remains unresolved .
Maximum time allowed to receive a written response
+15 business days
The person responsible for handling complaints must provide a written response within 15 working days .
An unsatisfactory response or the expiry of this deadline allows you to move on to the next step.
National Student Protector
After the response or the expiry of the deadline
The complaint can now be forwarded to the National Student Ombudsman .
Their support and eligibility team will handle the application and can assist you in completing the necessary information.
Assistance and admissibility
Within 48 business hours
The National Ombudsman’s team processes the request within 48 working hours .
When admissible, the complaint is referred to a student ombudsman or a regional student ombudsman.
Review of the complaint
+20 business days
The protector or regional protector has 20 working days to examine the complaint and produce their conclusions.
When the complaint is substantiated, recommendations may be made to the school board.
Possible review by the National Protector
Up to 15 business days
Following the Regional Conclusions, the National Protector may decide to examine them himself.
This step can add up to 15 working days to the process.
Thus, the review of a complaint by the National Student Ombudsman can take 20 to 35 working days .
Follow-up to recommendations
+10 business days
When recommendations are made, the school body has 10 working days to indicate the follow-up it intends to give them.
The monitoring of their implementation is then ensured by the regional protector.
Confidentiality and protection against retaliation
Information obtained by the National Student Ombudsman and by regional ombudsmen and ombudsmen is treated confidentially.
The law also prohibits reprisals against anyone who files a complaint, reports a matter, participates in its processing, or assists someone in doing so. For a student or their parents, the deprivation of rights, differential treatment, or even the student’s suspension or expulsion can be presumed to constitute reprisals when linked to the reporting process. Significant financial penalties are provided for in the event of a violation.
This protection is essential: a parent must be able to assert their child’s rights without fearing that simply using a legal recourse will have negative consequences.
References
- National Student Ombudsman Act, CQLR, c. P-32.01
- Regulation respecting the procedure for filing and processing complaints, CQLR, c. P-32.01, r. 0.1
- National Student Ombudsman — Filing a complaint following dissatisfaction with a school service
- National Student Ombudsman — Protection against Retaliation
- Protector of Integrity in Recreation and Sport — Complaints and Reports
- Ministry of Education — Whistleblowing Platform
Complaints, reports, or expressions of dissatisfaction do not necessarily follow the same path.
The National Student Ombudsman mechanism relates to the school services received by a student, those he receives, should have received or requires .
However, certain issues have specific procedures. This is particularly true for some requests for review of academic results, complaints concerning the protection of personal information, and questions that do not directly relate to a service provided to the student. School boards may have separate mechanisms in place for these situations.
Before taking any action, it is therefore worthwhile to consult the “complaints” section of your school board’s website to verify which recourse is truly appropriate for your situation. Using the wrong procedure may simply delay the resolution of the problem.
Intimidation and violence: report the situation first
When it comes to bullying or violence, the first priority is to report the situation to the school so that it can intervene. Every school must have a plan to combat bullying and violence and establish procedures for reporting such incidents.
If the parent subsequently deems the measures taken or the follow-up provided insufficient, they can use the complaints process. In this type of case, it is particularly useful to ask what has been done, what protective measures have been put in place, what follow-up is planned, and within what timeframe.
The objective is not simply to document that an event has occurred. It is primarily to ensure that the situation ceases, that the student is protected, and that the necessary interventions are carried out.
Sexual violence: direct access
Acts of sexual violence are subject to specific rules. A complaint or report can be sent directly to the National Student Ombudsman, bypassing the first two steps of the process.
A report can be made by the student, their parents, or any other person. These cases are given priority, and the support and admissibility team processes the request within 48 business hours.
In this type of situation, it is therefore essential not to wait until all usual resources have been exhausted. The priority remains the student’s safety and the rapid activation of appropriate mechanisms.
School sports
Another recourse is now available: the Ombudsman for Integrity in Recreation and Sport. This new body can receive complaints and reports concerning violations of physical or psychological integrity in the context of a sport or recreation activity, particularly in cases involving violence, harassment, intimidation, abuse, discrimination, or neglect.
Its scope of intervention can include school bodies, in addition to federations, sports organizations, coaches, athletes, and other individuals involved in sports. It can therefore become a relevant resource when a situation affecting a student arises specifically within a sports context.
However, it should not be confused with an appeals mechanism for an ordinary sporting decision. Team selection, refereeing decisions, or rankings generally do not fall within its mandate, unless the situation itself results in harm to the individual.
The Integrity in Recreation and Sport Ombudsman and the National Student Ombudsman collaborate closely and, when a complaint falls more within the mandate of the other organization, ensure that it is directed to the appropriate recourse.
Ministry of Education
Beyond the School board, a reporting platform allows you to transmit information directly to the Ministry of Education, securely and anonymously or not (according to your choice), concerning facts or a situation that may require verification or intervention.
This reporting form allows you to report misconduct or inappropriate behavior, as well as situations affecting governance, administration or educational services, false statements, potential fraud or any other concerning situation.
Warning! This platform is not a fourth step in the complaint process or an appeal process. complaints regarding services provided to a student. This is a separate monitoring and compliance mechanism from the ministry.
School governance
The MEQ’s reporting platform can be particularly useful to parents who notice a governance problem within a governing board or parents’ committee.
Since 2025, Article 212.3 of the Education Act expressly entrusts the CSS with the responsibility of ensuring compliance with the functions and powers of these bodies as well as their rules of operation.
Although some school boards agree to deal with situations affecting school governance as part of their complaint process, the legal frameworks do not provide any specific recourse allowing a parent to directly assert this responsibility of the school boards.
The reporting platform thus offers a way to bring such a situation to the attention of the ministry when a parent believes that the functions or powers of a school council or parents’ committee are not being respected. Governance is, in fact, explicitly mentioned among the areas targeted by the platform.