1. Name of the organization:
Maison d’aide et d’hébergement l’Aid’Elle Inc.
Civic address: Confidential
P.O. Box 6183
Gaspé (Quebec)
G4X 2R7
Email address:
direction@laidelle.org
Phone :
(418)368-6883
Fax:
(418) 368-6889
2. Mission of the Aid’Elle shelter:
Aid’Elle is a temporary help and shelter house for women, with or without children, who are experiencing violence and other social issues.
3. Services offered:
- Reception, 24 hours a day, 7 days a week.,
- Shelter and individualized follow-up
- External services without accommodation
- Post-shelter follow-up
- Telephone intervention,
- Accompaniment to various services
- Information and references to other organizations.
These services are available based on shelter capacity, the organization’s ability to provide services safely, available human resources, and an individual case-by-case assessment of the needs of women and/or their children.
4. Our commitments to our clients:
- Ensure the confidentiality of your personal information
- Serve you with courtesy and respect
- Provide a safe environment
- Offer services adapted to your needs and situation
5. Complaint mechanism:
If you are not satisfied with the services received from our organization, you may file a complaint with the Complaints and Service Quality Commissioner of the CISSS de la Gaspésie.
Your complaint can be received by telephone, email or through their website.
COMPLAINTS COMMISSIONER
Ms. Caroline Plourde
Telephone: (418) 368-2349 extension 5340
Toll-free: 1-877-666-8766
Or in writing to:
Ms. Caroline Plourde, Complaints and Service Quality Commissioner
205 York Boulevard West, 3rd floor
Gaspé (Quebec)
G4X 2V7
- You will be guided through the complaint process. Your complaint must include your name, address, telephone number, and a brief summary of the reasons and facts surrounding the event in question.
- You will receive an acknowledgement of receipt of your complaint.
- The commissioner has 45 calendar days after receiving your complaint to review it and communicate the outcome to you.
- All information collected will be kept in a separate file and treated with complete confidentiality.
- The commissioner will inform you of their conclusions, the reasons for them, and the solutions considered to meet your expectations.
- Furthermore, Section 40 of the Health and Social Services Act (LSSS) states that if the local complaints and service quality commissioner fails to communicate their conclusions to the user within 45 days of receiving the complaint, the conclusions are deemed to be negative as of the expiration of that period.
This failure allows for recourse to the Users’ Protector. This information is systematically communicated to the complainant (user, representative, heir, or legal representative of a deceased user) at the time the complaint is filed and when verbal or written conclusions are provided.
The commissioner will inform you of the results within a period not exceeding 45 days following receipt of your complaint.
Their conclusions are accompanied by solutions to resolve the problem or corrective measures recommended to the institution. Conclusions are communicated verbally if the complaint is verbal and in writing if it is written.
You may initiate a second appeal if you are dissatisfied with the conclusions or recommendations issued by the commissioner.
Additional information:
To obtain help and assistance in filing your complaint, you may contact the Complaints Assistance and Support Centre (CAAP GIM) At : 1-877-SOS CAAP or the 1-877-767-2227You may also reach them at: www.caapgim.com
6. Contact information and hours of operation:
Important reminder:
The shelter is a living environment and is open 24 hours a day, 7 days a week.
For the safety of users, children, and staff, the address remains confidential.
To reach us: (418) 368-6883
7. Date of adoption of the declaration of services:
June 17, 2022