About the complaint process
General information
- You can file your complaint online, by mail, or by fax. There is no cost to file a complaint.
- You can file a complaint against a health professional who has retired or is no longer licensed in Nova Scotia unless they are now deceased.
- You can file a complaint against more than one health professional. This requires a separate complaint form for each individual.
- The College cannot order a registrant to compensate a patient. If you are seeking financial compensation you may want to get legal advice.
- Anyone can file a complaint, including patients, patients’ families, other physicians, a representative for the patient, or a third party.
More about third-person complaints
- You can file a complaint on behalf of someone else. If you do not have the patient’s consent, you may file the complaint as a “third person.”
- A third person can be a relative, an organization such as the Workers’ Compensation Board, or a government department such as the Department of Health and Wellness.
- The College cannot provide details about the investigation or its outcome to a third-person complainant unless they are directly involved the care of the patient.
Timing
- There is no time limit to file a complaint, but we do recommend that you tell us what happened as soon as possible after the event. By doing so, it becomes more likely that:
- relevant documents can be found
- potential witnesses can be located
- memories have not faded
- evidence is not missing
- Many physicians do not retain medical records indefinitely, as the Personal Health Information Act (PHIA) directs that records have to be kept for 10 years (or 10 years past the time when a minor patient turns 19). Therefore, a delay in reporting may impact our ability to investigate your complaint.
Confidentiality
- The College has a legal obligation to maintain the confidentiality of all information gathered during the investigation and resolution of complaints.
- We keep all of your information, including your name, confidential. Your name, or the name of the person you are lodging a complaint on behalf of, are never made public.
- While complaints are confidential, they are not anonymous. The following people will be made aware of your complaint:
- the health professional you have filed a complaint about receives a copy of your complaint
- the health professional’s lawyer, if they seek legal advice and assistance
- the Registrar of the College
- the professional conduct staff who handle the complaint
- the members of the Investigation Committee if the file is referred to them
- We also require you to keep the information provided to you by the College confidential. This includes the respondent’s response to your complaint. This doesn’t mean you can’t reach out for support from a counsellor or your family and friends.
- If an investigation continues to the Hearing Committee level, the Medical Act directs the College to publish all Hearing Committee decisions unless a publication ban is in place. These public decisions will never reveal the identity of the person who filed the complaint or the names of patients involved in the complaint.
Reporting sexual misconduct
- We recognize that coming forward with a complaint about sexual misconduct can be very difficult. Our Public Support Advisor is here to help. This phone number — 902-406-8401 — is a dedicated and confidential line for sexual misconduct inquiries. When you leave a message our Public Support Advisor will get back to you within 24–48 hours.
- Get more information about reporting sexual misconduct.
After you file a complaint
- After you file a complaint, we send you a letter to acknowledge we received it and explain the next steps. The health professional is also notified of your complaint and has a chance to respond.
- While your complaint is being investigated, we advise you to avoid contact with the health professional named in the complaint. If you need to see the individual named in your complaint, please contact us before doing so.
- Find out more about next steps in the process.
Finding a new doctor
- While your complaint is being investigated, we advise you to avoid contact with the health professional named in the complaint. If you need to see the individual named in your complaint, we ask that you do not discuss the complaint.
- Your health professional may also dismiss you as a patient, but they must:
- notify you in writing, to allow you enough time to arrange for your continuing care
- ensure any outstanding medical investigations or serious medical conditions are followed up
Getting support
If you have questions about filing a complaint, please contact us using the form below or call our Public Inquiries Line at 902-421-2201. You will be asked to leave a message and our Public Support Advisor will call you back within five business days.