Privacy Policy
The protection of personal information is a serious issue, one that Mistreatment Helpline takes to heart. That is why we adhere to Québec’s Law 25, a legislation aimed at protecting information pertaining to privacy.
For any questions regarding the use of your personal information or to signal a non-compliance, please reach out.
Our
mandate
The mission of The Mistreatment Helpline is to establish and implement a national telephone line dedicated to listening, timely intervention, crisis management and specialized guidance regarding the mistreatment of older adults.
In operation since October 1, 2010, The Mistreatment Helpline (formerly The Elder Mistreatment Helpline) is located at the CIUSSS West-Central Montreal and financed by the Secretariat aux Aînés. As part of the new 2022-2027 Government Action Plan, The Mistreatment Helpline is renewing its services for at least five years and expanding its mandate and partnerships, in order to continue to counter the mistreatment of older adults one call at a time.
Frequently Asked
Questions
Can I contact you even if I’m not sure whether it’s a situation of mistreatment?
Yes. If you see troubling signs, feel free to contact The Mistreatment Helpline at 1-888-489-2287 to talk about the situation.
Can I contact you by email for help or information?
No. Every situation that is brought to our attention merits a detailed evaluation. Since we offer a helpline service, we invite you to contact The Mistreatment Helpline at 1-888-489-2287. By talking with you, we can make sure we understand the situation and can recommend courses of action or possible solutions.
What happens if I leave a message on your voicemail?
If all of our practitioners are busy, or if you call outside of our operating hours, you’ll be invited to leave a message on our voicemail. Rest assured that we treat all information with the utmost confidentiality. Feel secure in leaving us a detailed message, making sure to give us your contact information, and let us know whether we can leave a message on your voicemail. We will call you back within 24 hours. Note that for security reasons, The Mistreatment Helpline (LAMAA) number does not display on the caller ID. In addition, we will not leave a voicemail message unless explicitly authorized by you.
I think I’m a victim of fraud, can I call you?
There are more and more media reports on fraud cases involving older adults. It is an increasingly prevalent problem, particularly online. Feel free to call us if you believe you are a victim of fraud. Our practitioners can refer you to the appropriate resources or provide support if you are experiencing difficulties. Fraud can have a negative impact on a person’s physical and psychological well-being.
The Canadian Anti-Fraud Centre collects information on fraud and identity theft. We provide information on past and current scams affecting Canadians. If you think you're a victim of fraud, https://www.antifraudcentre-centreantifraude.ca/index-eng.htm
Can I call you if it’s an emergency situation?
The Mistreatment Helpline (LAMAA) is not an emergency service. In emergency situations, please call 9-1-1.
Can I remain anonymous if I call The Mistreatment Helpline?
Yes. We respect the wishes of individuals who do not want to be identified. Rest assured that we treat all information with the utmost confidentiality. Feel safe to leave us a message with your contact information, if you so choose.
When people contact you, do you open a file?
No. The Mistreatment Helpline (LAMAA) is a confidential service and it is our obligation to protect the privacy and personal information of callers. All information gathered during calls is noted in summarized form and remains confidential.
Do you investigate when a caller alerts you to a situation of mistreatment?
No. We offer evaluation services specifically geared to the mistreatment of older adults and all adults in vulnerable situations. Our role is also to listen and to provide information, support and referrals. It is not within our mandate to investigate situations of mistreatment. However, we can direct you toward organizations that do have this mandate, depending on your needs and the situation.
I wish to express my dissatisfaction with the services offered by The Mistreatment Helpline. How do I proceed?
If you wish to express your dissatisfaction with the services received from professionals at The Mistreatment Helpline or if you wish to file a formal complaint:
- You can contact The Mistreatment Helpline and you will be directed to the Clinical Activity Specialist or LAMAA Coordinator depending on the nature of your dissatisfaction.
By phone: 1-888-489-2287 or 514-489-2287 - If you are not satisfied or wish to make a formal complaint regarding the handling of complaints, you may contact the office of the CIUSSS West-Central Montreal Quality and Complaints Commissioner:
By phone : 514-340-8222, ext 2422
By email: ombudsman.ccomtl@ssss.gouv.qc.ca
I live outside of Quebec. Can I call you?
You can call us if the situation concerns a person living in the province of Quebec, even if you live outside of the province or outside of Canada.
Do you offer the helpline service in languages other than English and French?
Yes, we can use an interpretation service to assist us in offering our services in other languages. We also invite you to consult the “Cultural communities” tab to find other organizations that can serve you in your language.
I'm hard of hearing, can I call you?
Yes, we can help people who are deaf or hard of hearing and those with a speech impediment by calling on the relay service.
I’m an adult experiencing mistreatment. Can I contact you?
The Mistreatment Helpline (LAMAA) is for anyone who is concerned about a situation of mistreatment of older adults and all adults in vulnerable situations.