Un regard différent


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.

File a 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.



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.

Ms. Blais conveys the values of respect and empathy, she promotes communication in resolving dissatisfaction.

The ombudsman of Laval tables her 2020 Annual Report

Un regard différent : la continuité dans le changement

Laval, June 2nd 2021 – The ombudsman of Laval tabled her 2020 Annual Report at the City Council meeting yesterday, June 1st.  This is the first report by Nathalie Blais since her appointment as the new ombudsman, in February 2021.


Due to the extraordinary circumstances brought about by the COVID-19 pandemic, the Ombudsman’s office of the City of Laval continues to process requests form residents but is not receiving complaints in person.

If you would like to file a complaint, please click on the following link to fill out our intervention request form.

If you have any questions, you can contact us at 450 978-3699, leaving a message to which we will respond as soon as possible.

We know that everyone is making an effort during this difficult time in many ways, and we thank you for your understanding.