To safeguard our employees and visitors, the NHPC office itself is closed and staff are working remotely. See our COVID-19 Q & A for pandemic-specific information.

Complaints Resolution Process

The NHPC has a Complaints Resolution Process as a means for ensuring public safety and upholding the credibility of the profession. The NHPC's jurisdiction remains over current and former members of the NHPC.

The NHPC Complaints Resolution Process offers a confidential way for the NHPC to address concerns regarding the alleged misconduct of a practitioner.

When the Complaints Manager receives complaints for allegations of misconduct, an assessment and investigation is conducted in accordance with NHPC Bylaw Article 10 – Complaints Resolution Process.

File a Complaint/Make an Inquiry

Situations may arise where you have concerns with the professional conduct of a practitioner. The NHPC has a process to manage complaints and inquiries whether you elect to file a formal complaint or remain anonymous in an informal process.

Inquiries about treatments or general practice and conduct are made through the Practice Management Coordinator. Formal complaints are made through the Complaints Manager.

The NHPC has the capacity to conduct a robust investigation if the matter is under the Complaints Resolution Process.

Questions and Answers About the Complaints Resolution Process

Contact the NHPC's Complaints Manager. They will hear your concerns and be able to outline options for your next step.

Yes. Contact the NHPC's the Complaints Manager. The NHPC should be advised of any alleged conduct that is in violation to the Code of Ethics or detrimental to the public's best interest.

The police and the NHPC will each conduct their own investigations. The NHPC will proceed through the Complaints Resolution Process to address any unprofessional conduct matters. The Courts will address the criminal matter only if criminal charges are laid.

Contact the NHPC's Complaints Manager. They will hear your concerns and be able to recommend options for your next step.

If there are physical injuries they will provide you contact information for the NHPC's professional liability insurance provider.

Compensation for injury is determined through the claim process of the NHPC's professional liability insurance provider. There is no compensation provided through the NHPC Complaints Resolution Process.

Contact the NHPC's Practice Management Advisor or the Complaints Director for our professional liability insurance provider's contact information.

Yes. Anonymous complaints can be made by contacting the Practice Management Advisor.

NHPC has the capacity to conduct a robust investigation if the matter is under the Complaints Resolution Process; however, this requires a written complaint that is not anonymous. The Practice Management Advisor can discuss these differences with you.

You may contact either one, as the Practice Management Advisor and Complaints Manager work together closely in a confidential manner.

A formal complaint must be in writing, signed, and addressed to the Chief Executive Officer of the NHPC. In this letter, you must specify the act(s) and circumstances that led to the complaint. The member has the right to receive and respond to the complaint letter.

Yes. A complaint may be dismissed if it's found to be frivolous or lacking evidence that the member engaged in unprofessional conduct.

A complaint may also be dismissed if the Complaints Resolution Process isn't a sufficient way of dealing with it. If this were the dismissal reason, the complainant would be provided with alternative(s).

Contact the NHPC's Complaints Manager, as they'll be able to determine the practitioner's status.

Yes. The NHPC only holds jurisdiction over current and former members.

Contact the NHPC's the Complaints Manager, as they may be able to provide you with the contact information of other associations or organizations the practitioner may be a member of.

Yes. A complaint against a former member may be made, provided that no more than two years have elapsed since the date the practitioner became a former member.

No. Your participation through the investigation of the complaint is an integral part of the process. Any additional documentation you may have to support the allegations should be provided to the NHPC.

If an investigator is appointed to your file, your participation in an interview would be valuable to support your complaint letter.

The NHPC member may be placed under interim suspension or have conditions to restrict practice, pending the outcome of the investigation at the discretion of the Chief Executive Officer.

Your complaint will be investigated and it may be resolved with one or more of the following actions:

  • facilitation or mediation
  • remedial counselling or remedial measures
  • Arbitration Hearing and Sanction Orders

As the Complaints Resolution Process moves forward, you would be provided with updates as to the action taken by the NHPC.