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Satisfied with our services?ASL video of the page's content Should you have a complaint about our services...Though the MAB-Mackay Rehabilitation Centre continuously strives for excellence in providing services to its clientele, problems may sometimes arise. That is why, as part of its mission, the Centre acknowledges the right of its clients to be welcomed, helped and treated with respect, compassion and competence. Furthermore, the Centre recognizes that all clients have the right to openly express their dissatisfaction with the services they have received, do receive or should have received with respect of their rights. Clients who experience a problem are invited, as a first step, to discuss the matter openly with the individual in question or individuals, or with the appropriate program manager. Should this not resolve the problem to the client's satisfaction, a complaint may be filed with the MAB-Mackay Rehabilitation Centre’s Ombudsman (Local Complaints and Quality Commissioner). 
The Ombudsman is directly appointed by, and answerable to, the Board of Directors of the MAB-Mackay Rehabilitation Centre. All complaints are investigated objectively and diligently by the ombudsman who will ensure that solutions are acceptable to all parties involved. Should you have a complaint about the services you have received or should have received, we invite you to contact the Centre’s Ombudsman, Mr. Stuart Rechnitzer by dialing 514-488-5552, extension 1022 and leaving a phone message. You may also write or e-mail him at ombudsman.mabmackay@ssss.gouv.qc.ca. Alternative communication methods are also welcome and personal meetings can be arranged, when needed. The MAB-Mackay Rehabilitation Centre has published a handy booklet – The User Complaint Examination Procedure – which explains in clear language how you can make a complaint as well as list the resources available to you in this regard. You may download a copy of the booklet by clicking on one of the links below:
The User Complaint Booklet is also available in Braille or on cassette, upon request. |
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