This information comes into effect as of June 4, 2009

Overview of the Complaints Process

The College receives complaints from members of the public which may include: patients, colleagues, employers, family members, insurance companies etc…

The College is required to process all formal complaints that it receives in accordance with sections 25 through 35 of the Health Professions Procedural Code which is Schedule 2 of the Regulated Health Professions Act. The RHPA is the legislation that defines the role and obligations of the College.

The College is not an educational or academic body but rather a self regulatory body. Self regulation means that physiotherapists in the province regulate themselves and in doing so, determine what behaviours and actions by other physiotherapists are appropriate and inappropriate. To ensure that this work is always carried out in the public interest, members of the public who are chosen by the government of Ontario contribute to the work of the College by sitting as members of the College Council (Board of Directors) and the various Committees of the College.

When a formal complaint is sent to the College both the person who sent the complaint (complainant) and the physiotherapist (registrant) are asked to provide information to the College. The information is reviewed by a panel of the Inquiries, Complaints and Reports Committee. The Panel may ask for additional information to assist them in understanding what transpired in a particular situation. At the conclusion of the complaints process, both the physiotherapist and the complainant are provided with a written copy of the panel’s decision. Where an individual believes that the panel’s investigation is incomplete or that the decision was unreasonable, they can seek a review of the decision by the Health Professions Appeal and Review Board.

Additional information about the Complaints process can be found in the Frequently Asked Questions documents for registrants and/or complainants. Individuals can also contact the Associate, Professional Conduct at 416-591-3828 or 800-583-5885 Ext. 227 or via email at investigations@collegept.org.