TABLING OF THE 2009-2010 ANNUAL REPORT OF THE QUÉBEC OMBUDSMAN - PROGRESS
MADE AND PROBLEMS SOLVED

QUÉBEC CITY, Sept. 30 2010 /CNW Telbec/ - In presenting the Québec Ombudsman's annual report to the National Assembly earlier this morning, Québec Ombudsperson Raymonde Saint-Germain spoke of the gains made on behalf of citizens in the last year with government departments, agencies and health and social services authorities. In many cases these gains led to changes in program management, meaning that everyone who uses the services will benefit in the future. Ms. Saint-Germain observed that these gains clearly show the public services are able to change their ways once the Québec Ombudsman has brought the dysfunctional elements to their attention.

SOME EXAMPLES

Ministère de l'Agriculture, des Pêcheries et de l'Alimentation (MAPAQ)

Following its investigation into the government's management of the listeriosis crisis in Québec's cheese industry, the Québec Ombudsman identified a number of deficiencies and recommended corrective measures. During the year, the MAPAQ implemented all the recommendations and published progress reports as the corrections were introduced. (p. 42)

Ministère des Finances

In 2007, amendments were made to the tax credit for childcare expenses, and while they were beneficial for many parents, they penalized single parents by preventing them from obtaining the credit in specific circumstances. Following a recommendation by the Québec Ombudsman, the Minister of Finance made the necessary corrections to ensure that single parent families were no longer treated unfairly. (p. 57)

In addition, a complaint received by the Québec Ombudsman revealed inconsistencies in the fiscal treatment of two similar pensions, one paid by the Régie des rentes and the other by the Commission de la santé et de la sécurité du travail. As a result, the complainant was no longer eligible for the same level of tax credit. Not only did the Québec Ombudsman's intervention remedy the situation for the individual concerned, but it also led to a change in administrative practice, regularizing more than 200 child pension cases. (p. 58)

Curateur public

If the Curateur public initiates a motion to open a protective supervision program, the person concerned must pay the expenses incurred. A group of social assistance recipients complained to the Québec Ombudsman because they were required to pay bailiffs' expenses and legal stamps for their protective supervision programs. Normally social assistance recipients would not be required to pay these amounts because they qualify for legal aid. Following the Québec Ombudsman's intervention, the Curateur public decided to pay these expenses in the case of protective supervision programs opened on behalf of individuals who qualify for legal aid. (p. 39)

Ministère de l'Emploi et de la Solidarité sociale

The Québec Ombudsman received a number of complaints from people claiming to be the victims of fraud at the hands of a company registered on Emploi-Québec's Online Placement website. The complainants said they would not have answered the offer of employment if it had not been on a supposedly trustworthy government website. Following the Québec Ombudsman's intervention, Emploi-Québec added a statement to its website, to the effect that it reserved the right to remove offers that involved the payment of fees or an investment of money to obtain a job. (p. 47)

A person classified as a social assistance recipient even though he had not received benefits for several months could not, because of his classification, receive the Revenu Québec Supplement to the Work premium to which he was entitled. The Québec Ombudsman's investigation revealed that the mistake was due to the computer system used by the Ministère de l'Emploi et de la Solidarité sociale. The computer application was adjusted, and nearly a hundred cases were settled as a result. (p. 47)

Revenu Québec

Following an intervention by the Québec Ombudsman, Revenu Québec made several changes designed to simplify and clarify its Support Payment Collection Program statements. Similar adjustments were made to the GST/QST reimbursement form for material and labour expenses incurred during home renovations. (p. 61 and 63)

Société de l'assurance automobile du Québec

New conditions for obtaining a driver's licence came into force on January 17, 2010, providing among other things for a mandatory practical driving course costing $825. The Québec Ombudsman received a number of complaints from candidates who had passed the theoretical portion of the proficiency examination before January 17, 2010, but had not paid their licence fees before that date. It asked the SAAQ to grant these people the right to obtain their learner's licence in exchange for quick payment of the fee. The SAAQ agreed, and granted this right to 744 learner drivers. (p. 78)

Also in 2009-2010, a number of significant problems were settled to the Québec Ombudsman's satisfaction, improving the quality of service as a result. Particularly worthy of note are the positive outcomes in the following cases: delays in issuing medical opinions, application of the law in cases involving multiple accidents and recovery of overpayments and difficulty in accessing the SAAQ's telephone system. (p.70)

Commission de la santé et de la sécurité du travail

The Québec Ombudsman noted that physicians could appear simultaneously on the list of members of the Bureau d'évaluation médicale, published by the Conseil consultatif du travail et de la main-d'œuvre, and on the list of health professionals who may be appointed by the Commission de la santé et de la sécurité du travail. It felt this may lead to conflicts of interest, and approached the Commission with its findings. The Commission agreed to resolve the problem. (p. 34)

Ministère de la Sécurité publique

In 2009, following a recommendation by the Québec Ombudsman, the Ministère de la Sécurité publique applied a government communication strategy designed to support the departments responsible for implementing the protection framework for the prevention of major natural hazards. A further aim of the strategy was to increase the accountability of municipalities and the general public, with a view to creating or reinforcing a culture based on prevention and prudence. (p. 51)

Ministère de la Santé et des Services sociaux

In its previous annual reports, the Québec Ombudsman recommended that private residences serving drug addicts, the mentally ill and the intellectually disabled should be subject to certification and to the application of the complaints management system set out in the Act respecting health services and social services. On November 12, 2009, an Act was adopted to amend the Act respecting health services and social services with regard to the certification of certain resources offering lodging for vulnerable clients. The Québec Ombudsman is satisfied with this outcome, but will continue to monitor follow-up to the new Act. (p. 123 and 159)

Health and social services network institutions

The Québec Ombudsman notes a reduction in the number of complaints concerning the attitude and behaviour of staff in the network's institutions. It also underscores the institutions' collaboration in implementing its recommendations. (p. 83 and 98)

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For further information: Joanne Trudel, Communications Manager, 418 644-0510, 418 580-9259, [email protected], www.protecteurducitoyen.qc.ca; Source: The Québec Ombudsman