National Student Ombudsman
The National Student Ombudsman is an independent organization outside the school system that oversees the implementation of the simplified complaints procedure. The National Student Ombudsman conducts impartial investigations, in accordance with established protocols, to protect the rights of students and their parents. Its mandate covers not only preschool, primary, and secondary education in the public and private sectors, but also homeschooling, vocational training, and adult education.
Rights of students and parents
The National Student Ombudsman is responsible for implementing the procedure for handling complaints and reports in the Quebec education system. As part of this standardized provincial procedure, the National Student Ombudsman is assisted by regional ombudsmen across Quebec. Together, they ensure that the rights of students and parents are respected. In this way, they contribute to the continuous improvement of services in the education system.
File a complaint
If the student or his/her parent is not satisfied with the educational services received, being received, which should have been received or which are necessary, they can file a complaint according to a procedure which includes a maximum of three steps:
Step 1: Person directly concerned / immediate superior of the person
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To file a complaint, the student or their parent must first contact the person concerned or their superior.
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The complaint can be verbal, but it is preferable that it be made in writing.
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The person receiving the complaint has 10 working days to respond.
Step 2: Person responsible for handling complaints
If the student or their parent is still not satisfied with the way the complaint is being handled, or if the 10-day deadline has passed, they can contact the person responsible for handling complaints within the school service center. The complaint can be verbal, but it is preferable to make it in writing.
Step 3: Regional Student Ombudsman (SSO)
If you are still not satisfied with how the complaint is being handled, or if the 15-day deadline has passed, you should contact the Regional Student Ombudsman in your area. The Ombudsman will then help you draft your written complaint. The student or their parent can choose the method of communication that best suits them from the following:
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Online complaint form
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Phone or SMS: 1 833 420-5233
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Email: plaintes-pne@pne.gouv.qc.ca
The Regional Student Ombudsman has 20 business days to review the complaint. If they determine the complaint is well-founded, they will make recommendations to West Island College. The National Student Ombudsman has 5 business days to inform the Regional Student Ombudsman whether or not they intend to review the complaint.
If applicable, the National Student Ombudsman has 10 working days to complete the review and replace its findings or recommendations with those of the Regional Student Ombudsman. The Regional Student Ombudsman informs the complainant and the school of the findings and recommendations.
École JMC has 10 working days to inform the complainant and the Regional Student Ombudsman whether or not it intends to act on the findings and recommendations communicated to it, or the reasons why it has decided not to act on them.
Complaints officer
École JMC
2205 Church St, Saint-Laurent
Quebec H4M 2B7
Complaints Officer
École JMC
2205 Church St, Saint-Laurent
Quebec H4M 2B7
Rights of students and parents
A report, which anyone can make, is only possible if it concerns sexual violence against a student attending an educational institution. This report is made directly to the Regional Student Ombudsman, omitting the first two steps, by:
A teacher
A non-teaching professional who works within the school system
An employee or management staff member of an educational institution
Another student or a parent of the student
The person making the report can choose the method of communication that suits them best from the following:
Phone or SMS: 1 833 420-5233
Email: plaintes-pne@pne.gouv.qc.ca
These reports are treated as a priority. Any information that could identify the individual is kept confidential, unless the individual consents to its disclosure. If a Regional Student Ombudsman deems it necessary, they may disclose the individual's identity to the Director of Youth Protection or the appropriate law enforcement agency. Regional Student Ombudsmen may handle a case of sexual violence on their own initiative.
Protection against retaliation
The National Student Ombudsman Act protects against reprisals those who, in good faith, make a report or complaint, cooperate in the review of a report or complaint, or accompany a person making a report or complaint. It is also prohibited to threaten reprisal against a person to prevent them from making a complaint or report.
The following are presumed to be reprisal measures against students or their parents:
Deprive them of their rights
Treat them differently
Suspend or expel the student
For educational institution staff members who make a report or cooperate in the review of a complaint or report, the following actions are presumed to constitute retaliation:
Their demotion
Their suspension
Termination of their employment
Their mutation
Disciplinary sanctions or other measures having negative effects on their employment or working conditions.
Fines for an individual who threatens retaliation range from $2,000 to $20,000. Fines for a corporation can range from $10,000 to $250,000.
[1] The concept of sexual violence refers to any form of violence committed in the context of sexual practices or aimed at sexuality, including sexual assault. It also refers to any other misconduct, including that related to sexual and gender diversity, in forms such as direct or indirect gestures, comments, behaviors or attitudes with sexual connotations, including by technological means. For more information on acts of sexual violence, consult the Government of Quebec's page on forms of violence.