A valuable link between Laval, its citizens and its elected officials!


What is an ombudsman? An Ombudsman is an independent and objective individual who reviews citizen complaints and helps resolve them as efficiently as possible by pursuing what is right. After an investigative process, the Ombudsman determines if the complaint is legitimate and formulates recommendations addressed to the City.


Annual Report 2022

Annual Report 2022

Filing of the 10th annual report of the ombudsman of Laval The Ombudsman of the City of Laval, Nathalie Blais, will be filling the 10th annual report of her office during the City Council meeting on Tuesday, September 13. With the theme « Let's Take Action Together»,...



My name is Nathalie Blais and I am the Ombudsman of the City of Laval (OdL) The purpose of the OdL is to foster public trust by acting as a link between citizen, the City and the elected officials.  My goal is to process complaints fairly and neutrally by taking the...

Let’s Reconnect and Work together!

Let’s Reconnect and Work together!

The Ombudsman Office: New Branding and New Objectives For 2023 It seems like the new work habits we adopted during and after the pandemic made us lose our ability to communicate openly and straightforwardly. And yet, these interactions are the most important and...


Appealing to the Ombudsman: an easy and accessible way to file your complaint

Before filing a complaint

Have you contacted the City of Laval to resolve your issue?

We are a last resort.

Before contacting us, you must have exhausted all other remedies provided to you by the municipal administration.


How to file a complaint

Have you exhausted all remedies provided to you?

Fill out the “File a complaint” form.


Complaint treatment process

Our objective is to examine each case in a rigorous, transparent, benevolent, and empathetic manner.

We are committed to resolving issues and reaching a reasonable, viable, and fair outcome.


Who is Nathalie Blais

Ms. Nathalie Blais holds a bachelor’s degree in law, a specialized graduate studies diploma and a master’s degree in management and organizational development.

She worked as an ombudsman in the health network, at the Sacré-Coeur and Maisonneuve-Rosemont hospitals, then at the CIUSSS de l’Est-de-l’Île-de-Montréal for more than 15 years. Her professional background has allowed her to develop strong skills in problem solving, litigation management and finding ways to improve services that will be useful to the citizens of Laval as well as to the organization as a whole.

Ms. Blais conveys the values of respect and empathy, she promotes communication in resolving dissatisfaction.  She advocates collaboration rather than confrontation and her experience in the health field is transposed into the municipal sector, where she will listen to citizens, always in search of satisfactory answers.