What should I do if I’m not satisfied with the service or treatment I’ve received?
- Call 1 800 561-4822 (toll-free) or e-mail your questions or comments to the IVAC Customer Service Department. You can also contact the person in charge of your file.
- If you are not satisfied with this first step, you can file a complaint with the complaints department of the Commission des normes, de l’équité, de la santé et de la sécurité du travail (CNESST). The Direction de l’IVAC reports to the CNESST.
- If you’re still not satisfied with the results, contact the Québec Ombudsman.
How do I contest a decision made by IVAC management?
- You may submit a request for reconsideration to the Bureau de la révision administrative IVAC/Civisme concerning the following subjects:
– Medical assistance;
– Eligibility for rehabilitation;
– Collection by IVAC of an amount of money that may have been overpaid.
Your request must be made in writing. You can use the Request for Reconsideration form. You must send your request within 30 days of the date of the decision. Administrative reconsideration decisions are final and cannot be appealed.
- You may submit a request for review to the Bureau de la révision administrative IVAC/Civisme concerning the following subjects:
– Eligibility for the IVAC plan;
– Temporary total disability (income replacement);
– Permanent total disability;
– Duration of benefits;
– Amount of benefits;
– Entitlement to benefits for the victim’s family.
Your request must be made in writing. You can use the Request for review form. You must send your request within 30 days of the date of the decision. However, this time limit is 90 days for all decisions concerning permanent disability.
- Once your request has been received, the IVAC/Civisme Administrative Review Office will analyze your file. It may confirm, reverse or modify the contested decision. The Bureau must generally render a written, reasoned decision within 90 days. You will receive a copy by mail.
- This decision may be appealed to the Tribunal administratif du Québec (TAQ). You must then file a motion with the TAQ, stating the grounds for your appeal and the conclusions sought. Your petition must be filed within 60 days of the day on which you received the decision. If you are sending your petition by mail, please allow for postal delays.
- Within a reasonable time, the TAQ holds a hearing at which you present evidence and arguments in your favor. A lawyer may assist or represent you. The TAQ has a maximum of 3 months to render its decision following the hearing. It can modify, annul or uphold the decision you are contesting. In principle, the TAQ’s decision is final and not subject to appeal.