Regarding issues with transportation, please refer to our Transportation Services.
Regarding issues with Taxation, please refer to our Taxation Services.
Prior to filing a complaint, please follow the Problem Resolution procedure below:
Step 1
Speak directly to the person(s) involved.
Contact the person(s) involved, either by phone, in writing or in person, and express your concern about the issue. For example:
- Classroom situation, speak to the teacher
- Daycare situation, speak with the daycare technician
If the concern persists, go to Step 2.
Step 2
Issue still unresolved? Contact the School Principal or Centre Director.
Contact the School Principal or Centre Director either by phone or in writing and express your concern with the outcome of Step 1.
For contact information, refer to the website of the school in question.
For centres: (ACCESS Gleghorn, ACCESS Royal Oak, ACCESS Darwin, ACCESS Brossard, ACCESS Guimond).
If the concern persists, go to Step 3.
Step 3
Issue still unresolved? Contact the Director of the Service at the School Board Office.
Contact the appropriate Director at the School Board in writing, explaining the issue and the persons you have communicated with in Steps 1 and 2. A written response will be sent to the complainant.
- Educational Services, including Complementary Services (ex.: Curriculum, registration, daycare, disciplinary measures, special education, behavior, IEP, etc.)
- Material Resources (ex.: Building maintenance, etc.)
- Adult General Education and Vocational Studies
*Please include the following information in your written complaint:
- Your name and student name, name of the school
- Your contact Information (email, phone, etc.)
- A brief description of the issue (less than 150 words)
- The person (teacher, Principal, etc.) you communicated with in Steps 1 and 2
If the concern persists, go to Step 4.
Step 4
Issue still unresolved? Contact the Director General of the School Board.
Contact the Director General in writing, explaining the issue and the persons you have communicated with in Steps 1, 2 and 3. A written response will be sent to the complainant. Please note that if Step 3 (communication with the Director of Service) has not been complied with, that you will be referred back to that Director.
*Please include the following information in your written complaint:
- Your name and student name, name of the school
- Your contact Information (email, phone, etc.)
- A brief description of the issue (less than 150 words)
- The person (teacher, Principal, Director, etc.) you communicated with in Steps 1, 2 and 3
- Please also attach the communication from the Director of the service involved to your email
If the concern persists, go to Step 5.
Step 5
Issue still unresolved? Follow the instructions below.
If after having followed all the steps described above, the complainant is still dissatisfied with the outcome or with the way in which the issue was handled, the complainant shall contact the Secretary General for further instructions.
You may send your complaint to the undersigned either by email at jmcLaren@rsb.qc.ca or by regular mail to the address mentioned below:
John McLaren
Secretary General
Riverside School Board
7525 Chemin de Chambly
St. Hubert (QC) J3N 0N7
- The complainant must be a student of Riverside School Board or the parent or guardian of a Riverside student.
- The complainant followed the Problem Resolution Procedure, as outlined in section 4.1.
- The complainant has referred the complaint to the Secretary General within 180 days of initiating the Problem Resolution Procedure.
- The student was affected by a service provided by or a decision made by Riverside School Board.
- The complainant may not exercise the same recourse for the same situation more than once or exercise two recourses concurrently.
The Secretary General will inform the complainant whether this issue qualify as a “decision” in which case it can be appealed to the Council of Commissioners. If the issue does not qualify as a “decision” than the Secretary General will inform the complainant that the issue can be examined by the Student Ombudsman.
| Does qualify as a “Decision” ? | Does NOT qualify as a “Decision” ? |
| Qualifies for ‘Reconsideration of a Decision’ | Qualifies as a Complaint to be examined by the Student Ombudsman |
| ‘Reconsideration of a Decision’: Complainant has a hearing with the Council of Commissioners | Student Ombudsman examines Complaint and makes recommendations |
| Executive Committee reviews and adopts/refuses Student Ombudsman recommendations |
Thank you for communicating with respect, understanding and patience.
Let’s continue to be courteous and considerate.
Thank you.
Quick Links
Examination of Complaints (By-Law 14)
Procedure for the Appeal of a decision to the Council of Commissioners