Processing of complaints or request to intervene
Steps for filing a complaint and requests to intervene
- Fill in the form in the PROCESSING OF COMPLAINTS OR REQUEST TO INTERVENE section
- The Bureau de l’ombudsman will first ensure that your request is admissible
- 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
- 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.
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Receipt
Complaint is admissible – request to intervene
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Analysis
Collection of information
- Bureau
- Municipal authorities
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Delay
Recommendations
- 30 days
Commission
Following a recommendation by commissioners, the Bureau de l’ombudsman will take the following steps:
- 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;
- The Chair of the Bureau informs both the Director General of the Ville de Gatineau, and the complainant, that a commission has been created;
- The members of the commission determine its objectives:
- mandate;
- framework;
- methodology;
- convening of parties involved: complainant, municipal officials, and others;
- gathering of information;
- The preliminary report is drafted and validated with the Director General and the complainant;
- 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.
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Investigation
Justified request to intervene
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File is opened
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Three-person commission or committee
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Gathering of information, meetings, analysis
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Writing and publication of report