What happens after you file a complaint

After you file a complaint

We send you a letter to acknowledge we received your complaint and explain the next steps

We notify the registrant about the complaint

We require a written response from the registrant to address your concerns.

We start an initial investigation

We collect the necessary information for a thorough, transparent, and fair review. We may: 

• access relevant medical records 
• contact you with follow-up questions
• gather more information as required

Measures may be taken to protect the public when a complaint is being investigated. An Investigation Committee may determine it is necessary to place restrictions on a health professional’s practice, or even suspend their licence.

Resolutions and outcomes

After the initial investigation, the Registrar of the College may:

1. Conclude the investigation with advice or guidance on how the health professional can improve their practice or conduct.
2. Dismiss the complaint for any of the following reasons:
   • the complaint does not fall under the College’s jurisdiction or authority 
   • there is insufficient evidence to warrant further investigation 
   • the complaint is frivolous or an abuse of process
3. Allow the withdrawal of the complaint if you are satisfied with the response.
4.  Refer the concerns to an investigation committee, who will more thoroughly look into your complaint and may ask to meet with you.

Appealing a Registrar's dismissal

You can appeal a Registrar's dismissal of your complaint within 30 days. The College’s Independent Review Committee considers these appeals.

Investigation Committee

After a preliminary investigation, your complaint may be referred to an Investigation Committee for further review.

An Investigation Committee is made up of health professionals and members of the public

The Investigation Committee will review the complaint and the health professional’s response. They may ask to meet with you if they require additional information or clarification. If so, you can bring a friend, family member, or another support person. The health professional named in your complaint will not be present.

They may also ask to:

• review additional medical records
• interview the health professional or others who may have information relevant to the investigation
• consult with experts
• undertake audits or assessments with regard to the health professional's practice

Resolutions and outcomes

After the Investigation Committee has completed their work, there are a few possible outcomes. 

The complaint might be dismissed for the following reasons:

• insufficient information or evidence
• does not fall under the College’s jurisdiction or authority
• is frivolous or vexatious or an abuse of process

The Investigation Committee may decide to provide the following:

• Advice to the registrant named in your complaint on how to improve their practice or conduct.
• A Caution to the registrant named in your complaint. This can include a warning on their conduct, a recording in their file, and ordering the individual to take specific training to improve their skills or practice.
• A Consensual Reprimand to the registrant named in your complaint. This is a disciplinary outcome that is accepted by the registrant and is entered on a registrant's formal disciplinary record. It might include ongoing restrictions and a monitoring of their practice. If the registrant does not consent to a reprimand, the Committee may refer the matter to hearing.
• A Referral to a Hearing. In rare cases, the investigation may result in a referral of your complaint to a Hearing Committee, which results in a process similar to a trial, with sworn evidence and legal submissions.

Hearing committee

A hearing committee is made up of registrants and members of the public

The hearing process is similar to a trial, with sworn evidence and legal submissions by a prosecutor acting for the College and a lawyer representing the registrant.

The hearing committee can:

• request that you attend the hearing and testify
• ask the registrant to testify
• call others to testify including experts and/or witnesses
• accept submissions of evidence
• impose a publication ban

Resolutions and outcomes

Settlement Agreement:

• In some cases, the matter may be resolved with a settlement agreement before the hearing process begins

If the hearing process proceeds, the Hearing Committee can authorize one or more of the following at the conclusion of the hearing:

Reprimand: a finding of professional misconduct is entered on a registrant's formal disciplinary record. This can come with sanctions, including:

• suspension
• ongoing restrictions or conditions
• mandatory training 
• health assessment if there are concerns that their health is affecting their ability to practise
• fines 
• payment of some of the costs associated with the hearing

Revocation:

• revoke the registrant's registration or licence and remove them from practice

A summary of the decision of the Hearing Committee is published on the College website unless there is a publication ban in place. Summaries do not disclose a patient’s identity.

You can ask to have your complaint withdrawn at any time. This requires the approval of the College Registrar.