Clinique Omicron Inc. is committed to handling all complaints relating to the protection of personal information in a rigorous and confidential manner. This process is designed to ensure transparency, respect for the rights of the persons concerned, and compliance with the legal obligations set out in the Act respecting the protection of personal information in the private sector.
16.1 How to file a complaint
Any person concerned may lodge a complaint if he or she believes that Clinique Omicron :
- Mismanaged personal information;
- Failed to comply with its legal obligations regarding confidentiality;
- Has not responded satisfactorily to a request for access, rectification, deletion or portability of its data.
How to file a complaint :
- The complaint must be submitted in writing (e-mail or letter) to Chief Privacy Officer (CPO).
- The complaint must contain the following information:
- Complainant's full name ;
- Contact details (address, telephone number, e-mail) ;
- Precise description of the alleged facts;
- Relevant documents in support of the complaint (if applicable).
Contact details for filing a complaint :
E-mail : protectionrenseignements@cliniqueomicron.ca
Phone : 514-606-3350
16.2. Processing times
Clinique Omicron treats each complaint confidentially and impartially, according to the following steps:
1. Acknowledgement of receipt of complaint :
- The clinic will acknowledge receipt of the complaint within 5 working days of its receipt.
- A written acknowledgement of receipt is sent to the complainant, confirming receipt of the complaint and specifying the estimated processing time.
2. Complaint assessment :
- The RPRP analyzes the complaint, assesses the facts, gathers additional information if necessary and consults the parties concerned.
- This assessment includes an analysis of the compliance of the clinic's practices with applicable laws.
3. Response to the complainant :
- Clinique Omicron will provide a reasoned written response within 30 days of receipt of the complete complaint.
- The response specifies the conclusions of the assessment, any corrective measures taken, or the reasons for any refusal to act on the complaint.
4. Time extension (if necessary) :
- If exceptional circumstances prevent a response within 30 days, the Clinic will inform the complainant of the reasons for the delay and the additional time required.
16.3. Recourse to the Commission d'accès à l'information du Québec (CAI)
If you are not satisfied with Clinique Omicron's response, or if you feel that your rights have not been respected, you may file a complaint with the Commission d'accès à l'information du Québec (CAI).
Contact information for the Commission d'accès à l'information du Québec :
– Website : www.cai.gouv.qc.ca
- Phone : 1-888-528-7741
- Complaint form : Available online on the CAI website
The complaint to CAI must be accompanied by all relevant documentation, including a copy of the complaint originally submitted to Clinique Omicron and the response received, if any.