Complaints Procedure
There may be times when you, or your child feel adversely affected by a decision made at the school, centre, or school board. To help you on your journey to understanding the complaints procedure, please see below. The following procedure was taken from the Complaint Examination Procedure. Please refer to the procedure for additional information. The complete procedure can be found here.
Step-by-Step Guide
Addendum C – Complaint Examination Procedure
| Level 1 | The student (or parent of the student) makes an attempt, in good faith, to resolve the issue with the person who made the decision. |
| Level 2 | In schools/centers: If the Complainant is still not satisfied, they may direct their complaint to the next level (note that the Complaint form [ EN | FR ] is mandatory): Level 1 – Principal, then Level 2 – Regional Director of Schools or Regional Director of Continuing Education, then Level 3 – Director General or Delegate OR Level 1 – Director of applicable Department, then Level 2 – Director General or Delegate At any level, the Complainant can refer to the Secretary General who will provide guidance in the process. |
| Level 3 | If still dissatisfied once a final decision has been rendered at the last applicable level listed at Level 2, the Complainant can ask the Secretary General to further their complaint by sending him/her their complaint form. If subject to reconsideration: 1) Council of Commissioners, then the complaint may be addressed to: 2) Student Ombudsman (Levels 4 and 5 – found below) If not subject to reconsideration: 1) Student Ombudsman (Level 5 – found below) |
| Level 4 | If subject to reconsideration, the Council of Commissioners’ decision may uphold, reverse, or modify the original decision. |
| Level 5 | If the Complainant is not satisfied with the decision of the Council of Commissioners, or if the complaint was not subject to reconsideration, the Complainant may address their complaint to the Student Ombudsman: By email: studentombudsman@lbpsb.qc.ca By phone: 514-422-3000 x.30370 |
Student Ombudsman
By-law 9 – Complaint Examination Procedure:
The Student Ombudsman is an independent and neutral individual who must be designated by the Council of Commissioners and is mandated to:
- inform student(s) or their parent(s);
- direct their inquiries to the appropriate person;
- receive a complaint, investigate and give an opinion on the merits of a complaint to the Council of Commissioners in order to recommend, if required, any appropriate corrective measures.
The Student Ombudsman can only intervene once the complainant has exhausted all remedies provided for in the Complaint Examination Procedure.
The Student Ombudsman may only make recommendations to the Council of Commissioners; the Student Ombudsman cannot reverse or modify any decision, nor revise any by-law, policy or procedure of the School Board.
Student Ombudsperson:
Laurence Sarrazin
Substitute Student Ombudspersons: Caroline Lemay and Isabelle Turgeon
Tel: 514-422-3000 Ext: 30370
Email: studentombudsman@lbpsb.qc.ca
 | Student Ombudsperson Annual Report 2020-2021 |
| | By-law 9-A: Complaint Examination Procedure: The present By-law is established in accordance with Section 220.2 of the Education Act (R.S.Q.,c. 13.3). The present By-law outlines the procedure to be followed for the examination of complaints from students of the Lester B. Pearson School Board or their parents. (Date of coming into force – September 21, 2020) |
| | By-law 9-B: Complaint Examination Procedure:International Students |
| | By-law 9: Complaint Form |