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Complaints Resolution Process

Responding to concerns about a natural health practitioner’s practice or operations is an important part of the Natural Health Practitioners of Canada’s role.

Diagram - NHPC Complaints Resolution Process (PDF)

Below are answers to Frequently Asked Questions about the Complaints Resolution Process. 

  • First, determine if the natural health practitioner is a member of the Natural Health Practitioners of Canada (NHPC) by calling the office at


    The NHPC must have a letter of complaint to commence a formal enquiry. Please send your dated and signed letter to of concern to:

    Kelly Sloan, CEO
    6th Floor
    10339 124 Street
    Edmonton Alberta T5N 3W1

    When the NHPC receives your written statement, it will be forwarded to the Complaints Director for review. If deemed necessary, the director will appoint a preliminary investigator to look into the allegations. You will receive correspondence from the NHPC's Complaints Director telling you of the decision concerning the matter.

  • Situations may arise where an individual (i.e. member of the public, employer, colleague or other health professional) may have concerns with the professional conduct of a natural health practitioner.

    If the natural health practitioner is a member of the Natural Health Practitioners of Canada (NHPC) then the NHPC must look into the situation. NHPC, as a professional association, has the responsibility for reviewing any conduct that is alleged to be detrimental to the best interest of the public and/or may violate any provision of NHPC’s Code of Ethics and Conduct.

  • The NHPC Complaint Resolution Process is a fair and respectful way for the NHPC to resolve complaints about the professional practice of natural health practitioners.

  • The NHPC will only act on concerns regarding natural health practitioners that individuals put in writing to the NHPC and then sign.

  • Once a letter is received by the NHPC it is assessed according to the definition of complaints contained in Article 10.1 of the NHPC Bylaws. If the letter fulfills the requirements of Article 10.1 of the NHPC Bylaws it will then be considered as a complaint and processed according the Article X of the Bylaws.

  • The individual who has concerns about the practice of a natural health practitioner is called a Complainant. Both the complainant and the NHPC member whose conduct is being reviewed are notified that the matter will be treated as a complaint and the member is provided with a copy of the letter of complaint so that he/she can respond to the concerns.

    Once the Chief Executive Officer (CEO) has received the member's response then there is a number of choices of action that the CEO can take as outlined in Article 10.2.4 of the NHPC Bylaws. Some of these choices include:

    • Encouraging each party to communicate with each other to resolve the complaint;
    • If both parties agree appoint a mediator;
    • Have an expert assess and provide a written report on the complaint;
    • Dismiss the complaint; o or refer the complaint to a formal investigation.
    • It is possible to have the complaint resolved at this stage if the CEO is satisfied with the result.
  • The NHPC may conduct an investigation or appoint an investigator to conduct the investigation. The investigator will contact the complainant and the member. The purpose of the investigation is to collect more information about the complaint so that the Chief Executive Officer at the conclusion of the investigation can determine whether no further action will be taken by the NHPC or refer the matter to an arbitration hearing.

    The investigator may require the member, the complainant and any other persons to produce documents, notes or other materials regarding the complaint.

  • The investigator writes a report at the conclusion of their investigation and submits the report to the Chief Executive Officer (CEO) of the NHPC. The CEO then reviews the report and determines whether or not further action is required on the complaint. The CEO may decide that no further action is required or refer the matter to an arbitration hearing.

  • The NHPC will appoint an arbitrator with input from the member. The NHPC recommends members retain legal counsel. The cost of retaining legal counsel is the member’s responsibility, as the NHPC does not cover this cost.

    The proceeding is formal where each party, the NHPC and the member, will have a chance to tell their story to the arbitrator. The arbitrator determines if the allegations about the conduct of the member have been proven.

    If they have been proven then the matter is referred to the Board of NHPC to determine what action(s) will occur (sanction) and if they haven’t been proven the matter is referred to the Board of NHPC for dismissal of the complaint.

  • The findings of the Arbitrator are sent to the Board of the NHPC to decide what action would be taken. The member has an opportunity to provide input to the Board either orally or in writing with respect to the appropriate action. The range of actions may include: reprimand, suspending the registration of a member for a specified time until conditions have been met, limiting practice, requiring the member to waive, reduce or repay a fee for service, cancel the registration of the member or make any take any further action that it considers appropriate.

  • The findings of the Arbitrator are sent to the Board of the NHPC to dismiss the complaint, which resolves the complaint.

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Natural Health Practitioners of Canada Association
6th Floor, 10339 124 ST NW, Edmonton, AB, Canada T5N 3W1
Tel: 780-484-2010 Toll Free: 1-888-711-7701 Fax: 780-484-3605