Complaints Process
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The College provides English and French services. For another language, we will assist you, please email Communications or call 1-800-583-5885 ext. 234.

How to Make a Complaint

The physiotherapist-patient relationship is one that is based on trust. Physiotherapists must follow the rules and standards set by the College of Physiotherapists of Ontario and provide safe and ethical care. Abuse of the patient’s trust is never acceptable.

Concerns or Complaints

If you have a concern or complaint about the care you received from your physiotherapist, you have the right to submit a complaint to the College. Submitting a complaint is easy and straightforward. Learn more about the complaints process. 

Email: investigations@collegept.org
In Toronto: 416-591-3828 ext. 227
Toll-free in Ontario: 1-800-583-5885 ext. 227

How to Make a Formal Complaint

You can use the online form to to file a complaint, submit the complaint in writing or as a recording, or you can download a complaint form to print off and then send it by email, or mail.

  • Email: investigations@collegept.org
  • Fax: 416-591-3834
  • Mailing address:
    College of Physiotherapists of Ontario
    c/o Regus Business Centre
    1 Dundas Street West, Eaton Centre, Suite 2500 
    Toronto, Ontario M5G 1Z3 Canada 

We will need:

  • The name of the physiotherapist. Staff can help if you do not have the exact name or you can look online using the College’s Public Register.
  • Your name and contact information.
  • The patient’s name (if this complaint is about someone other than you).
  • As much detail as possible about your concern or the event that took place.

File Your Complaint Online Download and Fill Out a Complaint Form

Contacting the College

After you have made a complaint, you will hear back from a College staff person within two business days. If you have questions or concerns, please contact investigations@collegept.org or call 416-591-3828 ext. 227 or 1-800-583-5885 ext. 227.

Mandatory Reporting

Ontario law requires all health care providers and facility operators, such as employers and clinic owners, to inform the College in a number of situations. Learn more.

Key Definitions of Terms

Regulated Health Professions Act, Complainant, Parties, Panel, Professional Misconduct Regulation, Sexual abuse of a patient, Exception, Incompetence, Incapacity

Key Definitions

Frequently Asked Questions Download the FAQs PDF

FAQs: Addressing Complaints

  • Who can file a complaint with the College?

  • What kinds of complaints can the College address?

  • Should I discuss the issue with my physiotherapist before making a complaint?

  • Can I complain to the College without giving my name?

  • Should I continue to be treated by a physiotherapist I have complained about?

  • Can I make a complaint about a physiotherapy clinic rather than a physiotherapist?

  • How long do I have to file a complaint?

  • How do I make a formal complaint?

  • What happens after I file my complaint?

  • Who makes a decision about the complaint?

  • What happens if I change my mind after I file a complaint?

  • How long does the complaints process take?

  • What kinds of decisions can the Inquiries, Complaints and Reports Committee make?

  • What if I am not happy with the decision?

  • Can a complainant get legal advice?

  • What is a Peer/Expert Opinion?

  • What information should I include in my letter of complaint?

  • Can the College staff provide me with advice related to my complaint?

  • Is the complaints process confidential?

  • Will the College access my health information/patient records related to the complaint?

  • Can the Committee require the physiotherapist to apologize or provide me with a refund?

  • What happens after a complaint is filed with the College?

  • What happens if during the process someone is unable to meet a timeline?

  • During the complaints process, can a complainant contact the College?

  • What information will the person who made the complaint receive from the College during the process?

  • Who are the members of the Inquiries, Complaints and Reports Committee (ICRC)?

  • How often does the Committee reviewing complaints meet?

  • What kinds of cases are referred to the Discipline Committee?

  • Is any part of the complaints process, including the decision, made public?

  • What happens if there is an immediate risk to the public?