Processing of complaints or request to intervene

Steps for filing a complaint and requests to intervene

  1. Fill in the form in the PROCESSING OF COMPLAINTS OR REQUEST TO INTERVENE section
  2. The Bureau de l’ombudsman will first ensure that your request is admissible
  3. If your request is admissible, your file will be opened:
    • The ombudsman will attempt to find an answer or a solution to your request through communication with municipal officials
    • If no agreement is possible, your file will be submitted to the commissioners
    • The commissioners will issue their recommendations which you will receive
    • The ombudsman will follow up, as needed
  4. If your request to intervene falls beyond the Bureau‘s mandate, you will be directed to a resource which may help you find answers to your request.
  1. Receipt

    Complaint is admissible – request to intervene

  2. Analysis

    Collection of information

    • Bureau
    • Municipal authorities
  3. Delay

    Recommendations

    • 30 days

Commission

Following a recommendation by commissioners, the Bureau de l’ombudsman will take the following steps:

  1. The Chair of the Bureau evaluates the appropriateness of creating a commission based on the recommendation issued by the Secretary General. Three (3) members of the Bureau are chosen by the Chair of the Bureau to form the commission;
  2. The Chair of the Bureau informs both the Director General of the Ville de Gatineau, and the complainant, that a commission has been created;
  3. The members of the commission determine its objectives:
    • mandate;
    • framework;
    • methodology;
    • convening of parties involved: complainant, municipal officials, and others;
    • gathering of information;
  4. The preliminary report is drafted and validated with the Director General and the complainant;
  5. The report is submitted to the Chair of the Bureau who, in turn, delivers it to the complainant and Municipal Council. The Chair also ensures the report is published.
  1. Investigation

    Justified request to intervene

  2. File is opened

  3. Three-person commission or committee

  4. Gathering of information, meetings, analysis

  5. Writing and publication of report