How to Make a Complaint

The relationship between a physiotherapist and a patient is based on trust. Patients expect physiotherapists to provide safe and ethical care. Abuse of that trust is never acceptable.

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Complaints Process
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The College provides English and French services, but should you need information in another language, we will assist you. Email Communications or call 1-800-583-5885 ext. 234.

If you have a concern or complaint about the care you received from your physiotherapist, you have the right to submit a formal complaint to the College. If you are not sure if you want to file a formal complaint, contact the College:

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 send your complaint to the College in writing or as a recording. You can make the complaint online or download a complaint form and send it by email, fax, or regular mail.

File your complaint online

Download and fill out a complaint form

Email: investigations@collegept.org
Fax: 416-591-3834
Mailing address; 375 University Avenue, Suite 800, Toronto, ON M5G 2J5 

We will need:

  • the name of the physiotherapist (College staff can help if you do not have the exact name)

  • your name and contact information (daytime number, mailing address)

  • the patient’s name if it concerns someone other than yourself

  • as much detail as possible about your concern or the incident in question

 

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.

Addressing Complaints: Some Frequently Asked Questions

  • 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 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?

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 about mandatory reporting