How CCQ processes site complaints

When it receives a site complaint, the CCQ acts!

Here are the main steps of the site complaints process.

Step 1 Receipt of the information

When the CCQ receives information concerning a situation considered noncompliant on a construction site, it records it in its systems.
All information communicated, no matter how it is sent (telephone, online form, visit to our regional offices), is registered. This information expands the CCQ’s information bank. 
Step 2 Evaluation of the information received 

The CCQ assesses the information received according to a detailed list of criteria. The more accurate and complete the information communicated, the easier it is for the CCQ to evaluate its scope and relevance. Among the very useful information to send is the complete address of the site (civic number, street, city), the sector type (residential, institutional and commercial, industrial, or civil engineering and roadwork), the type of site (expansion, construction, renovation, etc.), the nature of the infraction, and the complainant’s contact information.

If the CCQ needs to obtain further details, it contacts the person who reported the event. That is why it is important that this person identifies himself or herself when making the complaint.

At this stage in the process, other sources of information, such as previous complaints or investigations underway, also provide background for the CCQ’s analysis of the situation.

Step 3

Determination of priority level 

Depending on the conclusions of the evaluation, the CCQ determines the level of priority to assign to the intervention. This decision is based on a number of factors, including :

  • the nature of the alleged infraction 
  • the resources available
  • the probability that the CCQ inspector notices the alleged infringement upon arrival on site

If applicable, the CCQ determines the proper intervention strategy to adopt to obtain the best results. It may decide to audit an employer’s books, or visit the site concerned, or take another course of action.

Step 4 Intervention

The CCQ implements its intervention strategy. It acts within the powers granted to it by Act R-20. Depending on the complexity of the situation, an intervention may take several days, or even several weeks, of preparation.
Step 5 Recording of the results 

The CCQ records the result obtained from its intervention. This information will be used to contribute to other auditing and investigation activities in the future.

To preserve the integrity of its intervention and investigation strategies, the CCQ does not reveal any information on the state and processing of a complaint submitted.

The processing schedule for a site complaint depends on a number of factors and therefore varies from one file to another. The CCQ makes a commitment to analyze all information that it receives concerning a situation deemed noncompliant. 

It is important to mention that a CCQ inspector does not necessarily visit a site following receipt of a complaint. It is the CCQ’s responsibility to determine the best intervention strategy.

Sending information on a situation deemed noncompliant means contributing to increasing compliance on construction sites!

To make a complaint, click here or contact us by telephone at 514 593-3132 or 1 800 424-3512. You can also go in person to one of our regional offices.