We believe that unsatisfactory experiences should be identified. Making a complaint is a constructive way to exercise your rights and improve the quality of care and services in the health and social services network.


We assist and support anyone who wishes to file a complaint against any institution or organization that is part of the public health and social services network. Our objective is to ensure users’ rights are respected.

To do so, the CAAP informs, advises, and offers direct assistance to individuals throughout the complaint process. See our services.

Our role is not to handle your complaint, but to help you through the complaint process.



  • Acts as a tool to facilitate communication and conciliation with stakeholders throughout the process
  • Fosters a more egalitarian relationship between users and the network
  • Guides and supports users so they feel heard

The CAAP – GÎM is an independent community organization. Learn more here.



Complaints assistance and support services (SAAPs) were created in 1993 to establish a more transparent and efficient complaints mechanism.

In 1996, the SAAP adopted the name Centre d’assistance et d’accompagnement aux plaintes (CAAP).  

For 25 years, the CAAP has worked with community organizations in the region to encourage all stakeholders to improve the quality of health and social services.


Our Members


The CAAP is a non profit organization that relies on the voluntary support of member organizations and individuals. By supporting its mission, members help create an influential network with a common vision where people can exchange ideas and collaborate. You could be a CAAP member too! It’s free.


Christiane Gervais, advisor

Julie Karine Fortin, Administrative Assistant

Jade Landry Parent, Advisor

Gérald O’connor, Development Advisor

Nathalie Adams, Executive Director


Board of Directors

Jo-Ann Bérubé, President

xx, Vice-President

Israël Leguédard, Secretary and Treasurer

Julie Chouinard, administrator

xx, administrator

Annual Reports

2017–2018 Annual Report (in french)