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CAAP or Complaint Assistance and Support Centres were created following the citizen-oriented reform of the Health and Social Services network, now known as the centre for the organisation of services.


However, because there always is a gap between policy statements and the day-to-day application of those policies, in 1991, the Minister of Health and Social Services added the Complaint Review Board (paragraph 42) to the Act Respecting Health Services and Social Services which eventually led to the creation of the CAAP.


For the legislator, it was important that users have access to an autonomous organization that would be independent of the Health and Social Services network and whose role would be to support and assist users with the procedures for filing a complaint. The legislator wanted to ensure that every user, who wished, have the opportunity to be heard and, in so doing, allow the network to evaluate user satisfaction and consequently readjust its services.


Thus, to provide the services of such an organization to all Quebec residents, the Minister of Health and Social Services mandated the creation of a community organization in each region. In 1993, ten such community organizations were designated by the Ministry to fulfill that mandate.


On the Gaspe Peninsula and Magdalen Islands region, the mandate was entrusted to the Centre d'assistance et d'accompagnement aux plaintes Gaspésie/Îles-de-la-Madeleine (Complaint Assistance and Support Centre, CAAP-GÎM) in May 1996.


In June 2004, the Direction générale de la planification stratégique, de l’évaluation et de la gestion de l’information, in collaboration with many other departments at the Ministry, analyzed the mechanism for complaint review with the goal of improving the quality of services. Many of the recommendations put forward by this working group subsequently formed the basis for modifications to the law, thus confirming the role of the CAAPs.


Today, in most regions of Quebec, the CAAPs are organizations with a unique mission, staffed by professionals who are qualified to offer users the appropriate support in the complaint process. These organizations are called on to intervene most frequently and pertinently with issues concerning the quality of services provided by the Health and Social Services network.