Dylan Adams Lemaçon LJI Reporter
Last month, the Protecteur du citoyen, Marc-André Dowd, released his highly anticipated 2023-2024 Annual Report, shedding light on widespread challenges in Quebec’s public services. The report emphasizes systemic failures in various sectors, ranging from public health and social services to corrections and public integrity, calling on government bodies to prioritize citizen needs and restore accountability.
Long Waits and Service Disruptions Plague Government Agencies
The report reveals that government departments and agencies often fail to prioritize citizens, leading to delayed services and long wait times. Problems with reaching the Tribunal administratif du logement (TAL), and delays in issuing crucial civil documents, such as birth and death certificates, have been flagged. The Protecteur also raised concerns about the Société de l’assurance automobile du Québec (SAAQ), where the transition to a new platform led to issues like wrongful license suspensions. While labor shortages were acknowledged, Dowd stressed that they should not serve as an excuse for consistent service disruptions. The Ombudsperson called for an urgent reevaluation of how public services manage their responsibilities, putting citizens’ needs at the forefront.
Indigenous Communities Still Waiting for Action on Viens Commission Recommendations
The report also included the first progress update on the Viens Commission, which investigates the treatment of Indigenous peoples by public services. While some improvements were noted, such as safety initiatives for Indigenous women, the Ombudsperson criticized the pace of reform, including the failure to integrate the United Nations Declaration on the Rights of Indigenous Peoples into Quebec’s legal framework.
Depersonalization in Healthcare: A Call for Humanized Services
Health and social services are struggling with a lack of resources, leading to what Dowd describes as “depersonalization.” Staff shortages and high turnover have forced many care providers to focus solely on essential services, often reducing patients to their clinical profiles rather than treating them as individuals. The Protecteur du citoyen’s investigations revealed inadequately trained staff in care facilities, leading to improper use of control measures and insufficient care for vulnerable populations, including the elderly and those in youth protection. As Quebec introduces new health reforms, the Ombudsperson warned that real progress would only be made if these initiatives ensure more personalized and accessible care. Concerns remain, particularly regarding the treatment of those in long-term care during the COVID-19 pandemic.
Serious Failures in Correctional Facilities
Dowd’s report uncovered alarming issues within Quebec’s detention centers, where chronic staff shortages have compromised basic human rights. Incarcerated individuals have faced extended periods of confinement, lacked access to clean clothing, and been subjected to restrictive measures, such as the unnecessary use of handcuffs, due to infrastructure inadequacies. Despite a new training center for correctional officers, 20.5% of regular positions remain vacant. The report also highlighted procedural failures during disciplinary hearings, which risked denying prisoners a fair process, and flagged ongoing problems with the transition of healthcare management from public security to health authorities.
Public Integrity: Ending Corruption and Irregularities
Investigations into public integrity revealed numerous cases of favoritism, cost overruns, and misuse of public funds. Examples include a school director bypassing hiring protocols to appoint an ex-colleague, and private expenses being wrongly charged to public funds in CHSLDs (long-term care homes). Dowd noted that while exposing misconduct is crucial, the priority is to end these practices and prevent recurrence. With new legislative changes set to expand the Protecteur du citoyen’s role in managing ethics within government bodies, Dowd expressed his commitment to promoting transparency and ethical governance.
Record Number of Complaints Filed
The Protecteur du citoyen processed a record 24,867 requests this year, an increase from 2022-2023. The agency found nearly 45% of complaints about health and social services to be justified, with the rate rising to 61% for long-term care facilities and 50.3% for hospitals. Complaints also surged in correctional services and public integrity, reflecting growing public dissatisfaction with government oversight.
A Call for Change
Despite the significant challenges, Dowd concluded that public services are generally cooperative in addressing their shortcomings. However, he emphasized the need for sustained efforts to ensure that citizens, particularly the most vulnerable, are not left behind. The full 2023-2024 report is available on the Protecteur du citoyen’s website.
