Comments and complaints

Bibliothèque et Archives nationales du Québec (BAnQ) is committed to providing quality services, collections and activities to its patrons and relies on their feedback for improvement. Patron satisfaction lies at the heart of BAnQ's concerns.

How to make a comment or lodge a complaint

Are you dissatisfied with BAnQ's services, collections, activities, material or staff? Would you like to share your comments or congratulations with us? Do you have a suggestion to make that could help us improve our services? Please follow the steps given below.

Step 1: Contact user services

Start by forwarding us your comment through any of the following means:

  • Fill out the form provided to that effect and send it online;
  • Fill out the printed form at the Grande Bibliothèque and drop it in the locked box on the information desk;
  • Write down your comment and send it to us by mail at the following address: Service des commentaires et des plaintes, 475, boulevard De Maisonneuve Est, Montréal (Québec)  H2L 5C4

To ensure efficient processing of your comment, please provide as much information as you can, such as date, time, location, etc. BAnQ replies as quickly as possible to comments or complaints requiring acknowledgement, within 30 days of receiving the comment or complaint, in accordance with the Statement of services to the public.

Step 2: Request a review

If you are not fully or partially satisfied with BAnQ's reply to your complaint, you can write, within 30 days of receiving the reply, to request its review. To do so, fill out the form provided to that effect, and specify the causes of your dissatisfaction. You will receive a new reply within 30 business days of our receiving your request for review.

Step 3: Contact the BAnQ Ombudsman

If the reply to your request for review has left you dissatisfied, you can contact BAnQ's Ombudsman. His job is to receive and look into all the complaints lodged by BAnQ patrons who, having exhausted all available and usual internal avenues of recourse, feel discriminated against or unfairly treated with regard to BAnQ's services. His duties also involve investigating as he deems necessary, assessing the merits of the request and submiting his recommendations to the relevant authorities, if need be.

 

Your representatives on the Board of Directors

You will also have one vote on BAnQ’s Board of Directors. The Act respecting Bibliothèque et Archives nationales du Québec stipulates that, of the 17 positions on the institution’s Board of Directors, two must be held by representatives of BAnQ patrons: one by a subscriber living in the city of Montréal, and the other by a subscriber living outside the city of Montréal. As part of the mandate and responsibilities of the Board of Directors, representatives of patrons speak on behalf of BAnQ subscribers and users. Share your comments and suggestions with them by e-mail:

Our partners

Catalogue des bibliothèques du Québec. RFN. RDAQ. Les Amis de BAnQ. Fondation de BAnQ.