Policies, Action Plans and Ethics

Complaint Management Policy

Approved by the Board of Directors February 10, 2020 (RÉS. CA1920A041)

Please submit complaints to:

Conseil des arts et des lettres du Québec
Secretariat General
1435 Bleury St., suite 300
Montréal, Québec H3A 2H7

514 864-4346
or by email at: secretaireduconseil@calq.gouv.qc.ca

 

1. Preambule

The Conseil des arts et des lettres du Québec (CALQ) Complaint Management Policy, implemented in 2004, is in the spirit of the Public Administration Act and in keeping with the CALQ’s Declaration of Services to the Public.

2. Objectives

The objectives of the Complaint Management Policy are to:

  • ensure complaints to the CALQ are handled in an appropriate, fair manner, within a reasonable timeframe;
  • help improve services to the public, allowing the CALQ to identify weaknesses, correct problematic or unfair situations and improve its processes;
  • formalize and map out the CALQ’s complaint management process.

3. Definitions

Annual Review

Document that contains the information from the Complaints Log and opinions and recommendations. This review covers the period of April 1 to March 31.

Complaint

A written or verbal expression of dissatisfaction with the services the CALQ delivers in exercising its mission, its grant and funding programs, and its processes, subject to the scope of the policy stipulated herein. The CALQ’s commitments as part of its Declaration of Services to the Public may be the subject of complaints, whether about the quality and accessibility of its services, the equity and efficiency of its processes for awarding financial aid, or its results.

Complaints Log

Document that contains the complaints received and handled as part of the Complaint Management Policy with the following information:

  • the date of the complaint;
  • a summary of the subject of the complaint;
  • the department and artistic discipline concerned;
  • the date of the response to the complaint and a summary of it;
  • a summary of recommendations resulting from the complaint.

4. Who can file a complaint?

Members of the public and particularly artists and arts organizations are eligible for the Complaint Management Policy. CALQ employees are not eligible.

5. Scope

The Complaint Management Process applies to all services delivered by the CALQ and all CALQ employees. The following are excluded from the application of this policy:

  • a complaint made by a CALQ employee regarding working relationships or the application of collective agreements;
  • a request that is the object of a legal proceeding registered with the court;
  • a request presented as part of a review of the CALQ Mission Support program;
  • a request made under an Act respecting Access to documents held by public bodies and the Protection of personal information;

6. Principles and values

Updated in 2019, the CALQ’s values underpin all of its efforts with the artistic and literary community and Québec society. This policy is therefore based on the values of equity, excellence, and integrity.

All complaints are handled in a way that respects the commitments made in the CALQ’s Declaration of Services to the Public, which involves:

  • offering personalized services;
  • providing access to services;
  • ensuring the equity and efficiency of processes to award financial aid and its results;
  • diligently handling all complaints in complete confidentiality.

The CALQ believes that comments and complaints from members of the public are important, because they can help improve its services.

7. Responsability sharing

The Office of the President and CEO

The Office of the President and CEO is responsible for applying the Complaint Management Policy. It submits its Complaint Management Policy and amendments for approval by the Board of Directors and ensures the policy is respected. It also ensures related recommendations are followed up on and appropriate corrective measures are implemented.

Secretariat General

Under the leadership of the Office of the President and CEO, it is responsible for managing complaints and coordinating their handling. It ensures there is appropriate follow-up on every complaint received.
It creates and updates the Complaints Log. It develops an annual complaint review for the purpose of accountability and publishes it in the Annual Report. The Annual Review is submitted at the first Board of Directors meeting after the end of the fiscal year.

CALQ departments

Every department contributes to and collaborates on applying the Complaint Management Policy. The departments ensure that their employees understand the Complaint Management Policy and the related procedure.

Upon receiving a written complaint, departments must inform the Secretariat General as soon as possible and send it a copy.

If applicable, the departments concerned take corrective measures for the continuous improvement of services.

CALQ employees

CALQ employees contribute to and collaborate on applying the Complaint Management Policy. At the request of the Secretariat General, it provides the information required to study a complaint.

It provides assistance and informs anyone making or who would like to make a complaint under the CALQ’s Complaint Management Policy and refers them to it. Employees who receive a written complaint must send it immediately to the CALQ’s Secretariat General.

8. Receipt and handling of complaints

Complaints may be made verbally or in writing to:

Conseil des arts et des lettres du Québec
Secretariat General
1435 Bleury St., suite 300
Montréal, Québec H3A 2H7

514 864-4346
or by email at: secretaireduconseil@calq.gouv.qc.ca

For written complaints, an acknowledgement of receipt will be sent within five business days.

All information about verbal complaints will be recorded and saved in a file. Verbal complaints will also be entered in the Complaints Log and the Annual Review.

Every complaint is studied carefully, independently, confidentially, diligently, and impartially, regardless of the department involved. Pursuant to the provisions of an Act respecting Access to documents held by public bodies and the Protection of personal information, access to personal information is limited to authorized individuals.

Once the file has been studied, a response addressing the points made in the complaint will be sent to the complainant.

9. Processing time

The CALQ responds to complaints within 30 days of their receipt. If more time is needed, complainants will be informed of the reasons for the delay.

Complaints are considered interrupted if complainants do not follow up on their complaint despite the CALQ’s repeated efforts to obtain the information required or when they inform the CALQ of their intention not to pursue the complaint.

10. Entry into force

This Complaint Management Policy comes into effect the day of its approval by the Board of Directors.