The Regulated Health Professions Act, 1991 (RHPA) establishes a framework for dealing with complaints.

A complaint is made to CCO in writing or on tape, film, disk or another permanent medium. CCO is obliged to give the chiropractor a copy of the complaint and provide an opportunity for the chiropractor to respond to the complaint.

The following are examples of template letters that are used in the complaints process:

• Letter Acknowledging Receipt of Complaint
• Letter to Chiropractor re: Complaint

It is the responsibility of the Inquiries, Complaints and Reports Committee (ICRC), which consists of chiropractors and appointed public members, to ensure that a fair and thorough investigation is conducted and that an appropriate decision is made based on the results of the investigation. Before making a decision, the ICRC considers all relevant information obtained during the investigation.

The ICRC has developed a number of tools to assist with its decision-making processes, as part of CCO’s College Performance Measurement Framework Reporting.

• Risk Assessment Framework Statement
• Risk Assessment Framework
• Risk Assessment Framework Tool
• Interim Order Assessment Tool
• Transparency Principles

The ICRC issues its decision in writing and may take any of the following actions:

• refer specified allegations of professional misconduct or incompetence to the Discipline Committee for a hearing;
• initiate an inquiry into the member’s capacity;
• require the member to appear before the ICRC to be cautioned;
• require the member to undergo a specified continuing education or remediation program;
• require the member to sign an undertaking;
• take any other action it considers appropriate that is not inconsistent with the RHPA, the regulations or by-laws of CCO.

In accordance with the RHPA, if the ICRC requires the member to appear before a panel of the ICRC to be cautioned or requires the member to undergo continuing education or remediation or sign an undertaking, this information will be put on the public register.

The complaints process is subject to external review if there has been no referral to the Discipline Committee or the Fitness to Practise Committee. Either party (the complainant or the member) may request that the Health Professions Appeal and Review Board (HPARB) review the decision of the ICRC. HPARB is a body of public appointees who are not health care professionals.

Request for a review must be made within 30 days of receiving the decision; after conducting a review, HPARB may:

• confirm all or part of the decision;
• make appropriate recommendations to the ICRC; or
• require the ICRC to do anything the Committee or a panel may do under the RHPA or the Code except to request the Registrar to conduct an investigation.