Lodging a complaint with the BAnQ Ombudsman

Admissibility of a complaint

A complaint is admissible for examination by the Ombudsman:

In exceptional cases, the Ombudsman may examine a complaint, submitted by BAnQ's Secretary General, that, because of unusual circumstances, does not fall under the Politique sur la gestion des plaintes et commentaires des usagers de Bibliothèque et Archives nationales du Québec [Administrative policy and procedure for handling comments and complaints by BAnQ patrons]


Procedure for lodging a complaint

The complaint must be in writing and sent by mail, fax or e-mail to the Ombudsman.

Me Élisabeth Goodwin
Protecteur des usagers de BAnQ

1155, boul. René-Lévesque Ouest, bureau 1715
Montréal (Québec)  H3B 2K8

Telephone: 514 288-6180
Fax: 514 288-8908
E-mail: egoodwin@greycasgrain.net


There is no form to be filled out. The complaint must:

  • include the first name and surname, address and telephone number of the patron, as well as his signature or e-mail address;
  • outline the reasons why the patron is requesting a review of BAnQ's reply;
  • be accompanied by the reply sent to the patron by the division involved;
  • not exceed two pages, double spaced (if on paper) or 12 kilobytes (if by e-mail).

No civil action may be instituted because of, or as a result of, a complaint lodged in good faith, regardless of the conclusions reached by the Ombudsman. This also applies to publication of the Ombudsman's report or an extract or summary of such a report.

Our partners

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