Office of the Service Quality and Complaints Commissioner

Who we are

The Commissioner: Maude Laliberté
Maude Laliberté is the Service Quality and Complaints Commissioner for CIUSSS West-Central Montreal. Having earned a Ph.D. in biomedical sciences (bioethics option) from the University of Montreal, she now analyzes factors that influence the distribution of and access to health care and services. Ms. Laliberté, who is also a physiotherapist, has been serving in her current position since 2019. One of hre main roles is to ensure that the rights of healthcare users are respected, in relation to the Act Respecting Health Services and Social Services in Quebec.


The Assistant Commissioner: Jean-Philippe Payment
Jean-Philippe Payment, who joined CIUSSS West-Central Montreal in 2017, was appointed Interim Assistant Commissioner in 2019 and Assistant Commissioner in 2020. Mr. Payment holds a Short Master’s Degree (DESS) in alternative dispute resolution from the Université de Sherbrooke, a Short Master’s Degree (DESS) in public affairs and advocacy from the Université Laval and a Second-Year Master’s in institutional and organizational governance from the Institut d'Études Politiques de Bordeaux in France. Mr. Payment has had a rewarding career in his many roles as a political advisor, press secretary, public relations officer and general manager at the Association of Municipal Engineers of Quebec. From 2011 to 2017, he also served as an administrative judge in the Employment Insurance Section of the Board of Referees and the Social Security Tribunal of Canada. As Assistant Commissioner, he supports the management activities of the Commissioner, as well as the office's clinical team. He also ensures that the complaint review process is properly understood by the public and that healthcare users have timely access to the office's resources. Mr. Payment has been an Accredited Mediator on Quebec’s Department of Justice roster since 2020.


Filing a complaint and obtaining assistance in doing so

Filing a complaint with the Office of the Service Quality and Complaints Commissioner of CIUSSS West-Central Montreal

Centres d’assistance et d’accompagnement aux plainte (CAAP) are a free, community-based resource that have been mandated by the Ministry of Health and Social Services to assist and support the public in the complaint process.

On the Island of Montreal, the CAAP de Île-de-Montréal offer services in French and English for all users of the health and social services network:

Our promotional material

The teams and facilities of CIUSSS West-Central Montreal, as well as partner institutions and community groups, can order promotional material from the Office of the Commissioner. The request must be made by using the complaint web form.

Our annual reports

The annual reports of the Office of the Service Quality and Complaints Commissioner can be  found here.

Contact information

Office of the Service Quality and Complaints Commissioner
Office of the Medical Examiners

Jewish General Hospital
3755 Côte-Sainte-Catherine Road
Pavilion A, room A-033
Montreal (Quebec)  H3T 1E2

Telephone: 514-340-8222, ext. 24222
Fax: 514-340-8736
Complain Form here.


Revision Committee 
To reach the Revision Committee, click here.

Page last updated on 

We always seek feedback to make our site better.