Can your concern be resolved directly with the licensee?

If you feel comfortable doing so, consider speaking with the licensee before you submit a complaint to the College. This is often the quickest and easiest way to have your concern addressed.

You can ask questions and seek explanations from licensees during your care or afterward. A conversation can:

• help you understand why a certain decision was made or a treatment was recommended
• clear up a miscommunication about what was said or done
• give the licensee a chance to answer your questions, address your concerns, or correct a problem
• enable you to share how you experienced your care, so the licensee can make changes going forward

If you don’t get the answers you are seeking, then you can submit a complaint about the licensee to the College.

You are never required to speak to the licensee, and you may choose not to if you do not feel safe or comfortable doing so.

Who can we investigate?

We regulate audiologists, dietitians, hearing instrument practitioners, occupational therapists, opticians, optometrists, physical therapists, psychologists, and speech-language pathologists. We can investigate complaints about these registered professionals. Use the Public Registry to verify the licensure of a current CHCPBC licensee.

What can we investigate?

CHCPBC can only investigate complaints that fall within our scope. The College’s role is to protect the public from harm and discrimination. To be accepted for investigation, a complaint must relate to a licensee’s unprofessional conduct or incompetent practice. This can include complaints about the care you received or a licensee’s conduct, including sexual misconduct, sexual abuse or discrimination.

The College is unable to:

• provide a specific assessment or treatment
• change a report or assessment
• provide advice on patient diagnosis and care
• provide legal advice or legal assistance
• mediate or address employment disputes
• address business disputes between health professionals

Can I make an anonymous complaint?

No, you cannot make a complaint anonymously.

The College needs to know who is making the complaint in order to assess and investigate the concerns. This may include contacting you to clarify information or gather additional details.

In most cases, a copy of your complaint, disclosing your identity but redacting your personal contact information, will be shared with the licensee. This is because:

• It may be difficult (and sometimes impossible) to investigate concerns without knowing who raised them
• The licensee must have a fair opportunity to understand and respond to the concerns

A copy of your complaint, along with evidence gathered during the investigation, will be provided to the licensee.

If you are concerned about your identity being disclosed, you may apply for an Identity Protection Order (IPO). IPOs are considered on a case-by-case basis and are explained below.

What is an identity protection order (IPO)?

An IPO is a legal order under the Health Professions and Occupations Act (HPOA) that allows certain people involved in a complaint matter to request that their identity be protected during the investigation process. IPOs are intended to support people who may be harmed or discouraged from participating in the complaints process if their identity is disclosed, while still allowing the investigation to proceed in a fair and effective matter.

Who can apply for an IPO?

People involved in an investigation may apply for an IPO if they:

• made the complaint or report being investigated
• made a complaint on behalf of someone else
• experienced or witnessed the licensee’s conduct that is under investigation
• provided information or assisted in the investigation (i.e. witnesses)

When to apply for an IPO?

The College recommends applying for an IPO as early as possible, ideally at the time the complaint or report is submitted. If an IPO request is made later in the process, the licensee may already have been informed of the complaint and your identity.

What does the Investigation Committee (IC) consider when assessing an IPO application?

The IC will consider a range of factors before granting an IPO, including:

• the nature of the concerns raised by the applicant
• whether it is possible to investigate the matter if the applicant’s identity is withheld
• the potential impact or harm to the applicant if their identity is disclosed
• the potential impact on the licensee’s ability to provide a fulsome response to the allegations

An IPO application will likely be refused if the applicant’s identity is central to the complaint and cannot reasonably be withheld. For example, if a patient makes a complaint about a licensee’s conduct during a treatment appointment, the licensee will generally need to know the patient’s identity to respond to the allegations and provide relevant evidence (such as clinical records) as part of the investigation. As a general rule, consider whether the licensee would need to know your identity to understand and respond to the complaint. In most cases, some level of disclosure is necessary.

What decisions can be made about an IPO application?

After reviewing the application, the IC may:

• grant the IPO (with full or partial identity protection), or
• refuse the IPO

If partial protection is granted, the applicant is told:

• what information may be disclosed
• who the information may be shared with
• any conditions or limits on disclosure
• how the investigation will proceed

The decision is provided in writing.

What happens after a decision is made about an IPO application?

If an IPO is granted, the investigation proceeds with the level of protection set out in the order. If an IPO is refused or only partially granted, the applicant has options before the investigation continues:

• Request a termination order to end the investigation so their identity is not disclosed, or
• Request reconsideration of the IPO decision

A termination order stops the investigation and ensures the person’s identity is not disclosed further.

Applying for an IPO

To discuss the possibility of making an Identity Protection Order, please contact us:

• Phone: 604-742-6715 or 1-877-742-6715 (toll-free)
• Email: complaints@chcpbc.org