Can we investigate your complaint?

You can file a complaint if you believe that the City of Montréal has made a decision, issued a recommendation, or taken–or failed to take– an action in a situation:

• that has wronged or harmed you;
• that has violated your rights;
• where there has been abuse, negligence, or error.

With some exceptions, we investigate only complaints filed against City of Montréal’s administrative entities, namely:

• The administration of a borough or a City of Montréal department;
• A paramunicipal corporation or a corporation controlled by the City (e.g., example, the Office municipal d’habitation de Montréal, the Agence de mobilité durable, the Société d’habitation et de développement de Montréal, the Commission des services électriques de Montréal);
• Any person or entity that performs tasks for the City (e.g., a contractor responsible for municipal garbage collection).

What if your complaint involves an elected official? We generally do not look into complaints against elected officials or political entities. However, we may do so if the basis of your complaint relates to the commitments and responsibilities outlined in the Montréal Charter of Rights and Responsibilities. → Learn more about the Charter and our role in ensuring its enforcement.

We are a last-resort service, which means that: 

• You must first file a complaint with the relevant administrative unit of the City of Montréal, and; 
• The management of the administrative unit in question must have looked into your complaint. 

If you are not satisfied with the response to your complaint, you may contact uswithin one year of the incident. 

Not sure where to send your initial complaint or request?  

Contact the City of Montréal: 

• By phone: 311 or 514 872-0311 
• Online: [ https://montreal.ca/en/write-to-us] 
• In person: at an Accès Montréal office 

Do you wish to escalate your complaint to the management of the administrative entity in question? 

We can provide you with their contact information; feel free to contact us.

The key principle to remember is this: we investigate complaints filed against administrative entities of the City of Montréal.
That said, even if your complaint concerns the City, we do not have the authority to intervene when the situation involves:

• a decision voted on by City Council, the Executive Committee, or a Borough Council (except in cases based on the Montréal Charter of Rights and Responsibilities);
• an elected official or their staff;
• labour relations concerning the City of Montréal;
• contesting a statement of offence (with rare exceptions);
• the Société de transport de Montréal (STM);
• a police or peace officer of the Service de police de la Ville of Montréal (SPVM);
• a private dispute between citizens;
• a court ruling.

Another organization may be able to look into your complaint. We regularly refer citizens to the following organizations: