Zaštitnik građana (ombudsman) Kvebeka
Ombudsman in Quebec

Summary/Abstract: Respecting citizens’ rights and equal treatment before the law became important issues since the creation of modern states. Many mechanisms for protection developed through time, one of them is the institution of ombudsman – created in Sweden in 1809 with main purpose to protect individual rights against the excesses of the bureaucracy. Ombudsman concept spread around the globe in the second half of 20th century. This essay presents the Quebec Ombudsman, an independent, neutral and impartial arbiter between government and citizens, who is responsible for protecting citizen’s rights by intervening with departments and agencies of the Government of Quebec, including those in health and social services network, to correct any prejudicial situations affecting citizens individually or as a group. When necessary, it makes recommendations to the department, agency, or health and social service institution to correct errors, negligence, abuse, or unfair treatment. This institution has amazing achievements – more than 20,000 cases resolved in 2008. Quebec Ombudsman ensures that each citizen’s rights are respected with an emphasis on the right to receive timely, quality service, be adequately informed, and be treated with respect and dignity under all circumstances. Therefore, it contributes to the strengthening of democracy and the rule of law, and promotes the improvement of services for all citizens. This essay gives an overview of its organization, values and principles, mandate, processing of complaints, as well as international cooperation Ombudsman is involved with. Finally, the main goals of strategic plan for period 2009-2012 are given.

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