By William Crooks
Local Journalism Initiative
At the April 22 public meeting of the Eastern Townships School Board (ETSB), council members received an in-depth overview of Quebec’s new three-step student complaint procedure from Me Jean-François Bernier, the province’s student ombudsperson. The presentation, which opened the meeting, was delivered entirely in French—something Bernier explained was required by provincial law.
The presentation, given on behalf of regional ombudsperson Caroline Audette, was the first annual report under the new system and offered insight into how the revamped complaint process is being implemented across the Appalaches–Cantons region, which includes the ETSB and several other educational institutions.
“This is the first year of the application of the new procedure,” Bernier explained, outlining the step-by-step framework designed to handle complaints in an impartial and structured way.
The process begins at the school level: a student or parent must first address their concerns directly with the involved staff member. If unresolved within 10 working days, the issue moves to the second step—typically a complaints officer designated by the school board—who then has 15 working days to respond in writing. If still unsatisfied, the complaint can be escalated to the regional student ombudsperson.
“This third stage is completely independent,” Bernier emphasized, noting that regional ombudspersons are appointed by the Minister of Education on his recommendation and do not report to school boards. “This ensures not only impartiality but the appearance of impartiality, which is just as important.”
In the Appalaches–Cantons region, 73 complaints were received during the 2023–2024 school year. By June 30, 31 of those had been fully resolved. Bernier clarified that cases are not considered closed until all recommendations have been implemented. Of the completed cases, 41 per cent were found to be well-founded. In total, 64 recommendations were issued, all of which were accepted—either entirely or in part—and fully implemented.
At the ETSB, six complaints were lodged over the year, concerning seven distinct issues. Of these, five were determined to be well-founded. Eight recommendations were issued, and according to Bernier, all were accepted and acted upon. “It’s a good job on your part,” he told the council. “Your collaboration has been excellent.”
