Complaints

Our online complaint form will time out after 45 minutes. To ensure you don’t lose all your complaint information before hitting submit, please have the following details ready before you start filling out the form:

• The name, work/clinic address and phone number of the physician you’re filing a complaint about. You can locate these details in CPSA’s Physician Directory.
• The details of what led to your complaint, including dates, location, specifics on what you want CPSA to know about what occurred and what you would like the physician to respond to.
• What you would like to see for the outcome of your complaint (an apology, education for the physician, formal discipline, etc.).
• Names and contact information for anyone with firsthand information about your complaint. This can include nurses, clinic or hospital staff, family members and the patient (if you are filing a complaint on behalf of someone else).
• Any evidence you have in support of your complaint, such as photos, videos, emails, text messages, etc.

We understand that for some, thinking about what led you to file a complaint can be difficult. Consider taking extra time to compile all of the required information in your own document, then copy it into the complaints form when you’re ready. You can also submit the details of your complaint, then log back into the Complaints Centre afterwards to upload any supporting documents.

After entering in the details of your complaint and uploading any supporting documents, you will be prompted to create a username and password. This will allow you to access updates on the status of your complaint online as it progresses.

Please bookmark the Complaints Centre so you can access it easily after submitting your complaint.

1. As part of completing our complaints form, you will be asked to provide a detailed and clear description of your concerns, along with copies of any documentation you have in support of your complaint. You do not have to provide your medical records—we will obtain these directly from the physician, if needed. A copy of your submission will be shared with the regulated member your complaint is about.
2. Your complaint will be reviewed by our team and you will be contacted if any additional information is required. If your complaint is not an issue we have the ability to address, we will respond to your submission in writing to explain why.
3. We will provide the regulated member with a copy of your complaint and any relevant patient records and documentation, and ask them to provide us with a response in writing.
4. CPSA’s Complaints Director will review your complaint, the regulated member’s response and any applicable records to determine next steps:
   • Dismiss. There is insufficient evidence of unprofessional conduct, or the complaint is found to be frivolous or vexatious in nature.
   • Expert opinion. The complainant and regulated member agree on the issue which led to the complaint, so we consult with an expert in the same area of specialty as the subject of the complaint (a family physician, dermatologist, an OBGYN, etc.) to determine whether the care provided aligns with our standards of practice.
   • Formal investigation. The complainant and regulated member do not agree on the issue which led to the complaint and additional information is needed before a decision on next steps can be made. Investigative resources are limited and reserved for issues directly related to public safety, or complex situations where we will need more detailed medical record information or interviews with multiple parties.
   • Resolution. Based on the information gathered, we resolve the complaint by making recommendations to the regulated member on how they can improve their practice (if applicable), and provide the complainant with an explanation of the resolution in writing.
   • Hearing. If there is not an agreement on the facts or quality of care provided, or the issue relates to public safety, the complaint is referred to CPSA’s Hearing Director’s Office for a formal disciplinary hearing. Find out more about our hearing process.