How the new complaints procedure works

There is a new province-wide process in place for somebody wanting to file a complaint surrounding educational services. 

Under the new protocols, which came into effect on August 28, parents or students must first direct their complaint, either verbally or in writing, to the person directly concerned or their superior. The person receiving the complaint has 10 business days to respond, after which the complainant may direct their grievance to their school board’s Complaints Officer. The person in this role has 15 business days to address the matter before the issue can be brought to the Regional Student Ombudsman (RSO), who is appointed by the Ministère de l’Éducation based on the recommendations of a selection committee.

Cases of bullying can be dealt with directly by the Complaints Officer, while sexual violence complaints can bypass the two initial steps and be fast-tracked directly to the RSO. 

The three-step process applies to all preschool, elementary and secondary students, whether enrolled in public school boards or service centers, private educational institutions or those who are homeschooled, in vocational training or adult education.

“This bill only applies to educational services,” said Nathalie Lauzière, who serves as the Complaints Officer for the English Montreal School Board (EMSB). “Any other complaints that parents might have regarding school taxes or buildings, for instance, are not part of Bill 9 but are dealt with through a specific EMSB By-Law entitled Procedure for the Examination of Complaints relating to the Functions of the School Board falling under section 220.2 of the Education Act.”

The changes to the complaints processing procedure stem from the 2022 passing of Bill 9, which allowed for the government to appoint a National Student Ombudsman and 13 RSOs responsible for ensuring that student rights are respected. All complainants and staff members involved in the complaint process are protected from reprisals.

Lauzière explained that under the previous format (Bylaw 8), students and parents could go to an EMSB-appointed Ombudsman directly anytime with their complaint.

She said the new procedure ensures documentation is easily accessible throughout the process thanks to a streamlined digital software and prioritizes sped-up response times of complaints.

“We have to make sure that these delays are respected,” said Lauzière. “We have forms that are available online, where the parent can automatically write their complaint. An acknowledgement of receipt is sent automatically to them within two days of them filing the complaint.”

For more information about the new complaints procedure at the EMSB: www.emsb.qc.ca/emsb/services/central- services/Complaint.

EPCA informs parents

An information session on the new procedures and the role of the National Student Ombudsman (NSO) was given by the English Parents Committee Association (EPCA) on June 12 to parents who registered. The PowerPoint presentation, translated by the EPCA, outlined the evolution of the ombudsman’s role, their responsibilities and the new procedures in place under the provisions of Bill 9. EPCA provides information about the NSO on their website at https://epcaquebec.org/national-student-ombudsman/