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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 Elder Mistreatment helpline (LAAA) to talk about the situation at 1-888-489-2287 or 514-489-2287 to discuss it.

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 us 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 and make up to four attempts to reach you. Note that for security reasons, the Elder Mistreatment Helpline (LAAA) 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 microsite cybervigilance.quebec is a tool that will allow you to better inform you about cybersecurity (online security) and responsible behavior to adopt on the internet. Aimed at older adults, it offers two quizzes and useful references to protect you online.

Can I call you if it’s an emergency situation?

The Elder Mistreatment Helpline (LAAA) is not an emergency service. In emergency situations,  please call 9-1-1.

Can I remain anonymous if I call the Elder 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 Elder Mistreatment Helpline (LAAA) 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 toward older adult mistreatment. 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 Elder Mistreatment Helpline. How to proceed?
  1. You can contact the Elder Mistreatment Helpline and you will be directed to the Clinical Activity Specialist or LAAA Coordinator depending on the nature of your dissatisfaction.
    • By phone: 1-888-489-2287 or 514-489-2287
  2. 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 Quebec. Can I call you?

You can call us if the situation concerns an older adult living in the province of Quebec, even if you live out of province or Canada.

Do you offer the helpline service in languages other than English and French?

Yes, we can call on interpreters to assist us in our offer of the service 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 are also able to offer a relay service for people who are hard of hearing and those with a speech disability.

I’m a young senior experiencing mistreatment. Can I contact you?

The Elder Mistreatment Helpline (LAAA) is for anyone who is concerned about a situation of mistreatment against anyone 50 years of age or over.

I’d like to make a donation to the Elder Mistreatment Helpline. Who should I contact?
You may make a donation to the Julius Richardson Foundation, specifying that you would like the funds to go to the Elder Mistreatment Helpline (LAAA). You can send your donations to the following address:

Fondation du CSSS Cavendish
418, Sherbrooke Est
Bureau 200
Montréal QC
H2L 1J6