Making a Complaint

The College conducts its complaint review process in English.  

If you require language support, you may choose to have a support person, advocate, or interpreter assist you in preparing your complaint. The College can offer reasonable assistance where appropriate.  

The following information is usually shared with the licensee, so they have an opportunity to understand and respond to the complaint:  

• your name  
• the details of the concerns raised 
  

The College only shares information that is needed to meet our legal requirements and to make sure the process is fair to everyone involved.  

When someone submits a complaint about a health professional regulated by CCHPBC (a licensee) or provides information as part of a complaint, some identifying information is typically shared with the licensee so they can understand the concerns raised and respond to them.

CCHPBC limits the sharing of complainant information with the licensee to only what is necessary to review the concerns and carry out a fair process. CCHPBC does not share your name or identifying information with anyone except the parties involved.

Request an identity protection order

CCHPBC understands that in some situations, individuals have concerns about their safety or the impact of potentially being identified as having filed a complaint. In filing a complaint, a person may apply for an identity protection order (IPO) requesting that some or all identifying information not be disclosed during the regulatory process. Depending on the circumstances, an IPO may:

• prevent your name or other identifying information from being shared, or
• limit what information can be shared, who it can be shared with, and how the matter is reviewed.

IPOs are a serious measure and are only granted when there is a real and substantiated concern that disclosing the person’s identity could put them at risk of harm. More information on the criteria for granting IPOs is available in the section below.

IPO applications are coordinated through CCHPBC’s complaints intake process. Staff can provide information about the process and assist applicants with accessing and completing the required forms. You may contact Complaints Intake at  complaints@cchpbc.ca

It is recommended that you apply for an IPO as early as possible, including before or when you submit your complaint. If a request is received later in the process, the licensee may have already been informed of the complaint and your identity.

How does CCHPBC decide on the IPO?

IPO applications are reviewed by College staff and decided in accordance with the criteria defined in the Health Professions and Occupations Act (HPOA). You will be informed of the decision on an IPO in writing.

IPOs are not automatic and are not appropriate in all circumstances. CCHPBC must balance the seriousness of the concerns raised, the potential impact on the applicant if identified, and the need for a fair and effective review process. Simply wanting to stay anonymous or not wanting to be involved in an investigation is not enough to justify this type of order.

CCHPBC must consider:

• The nature and seriousness of the concerns being raised, including the details of what happened and how serious the allegations are;
• Whether identifying you could put you at risk of harm or other negative consequences;
• Whether the College could still fairly and effectively review the concerns while protecting your identity;
• Whether protecting your identity could unfairly affect the licensee’s ability to understand or respond to the concerns.

If an IPO is granted, it may either fully or partially protect your identity.

If only part of your identity is protected, you will be informed about:

• What information might be disclosed;
• Who it might be disclosed to; and
• What limits apply to the disclosure

What happens if my IPO is refused?

Apply for a termination order

If you are the person who made a complaint, you may apply for a termination order if a decision is made that your identity will not be protected or only partially protected. If granted, the termination order will end the complaint process related to your concerns.

A termination order application must be submitted within 30 days of receiving the decision on your IPO. CCHPBC will pause its review of the complaint until you have had an opportunity to consider the decision.

Apply for a reconsideration

You may apply to have the decision reconsidered if you do not wish to terminate the investigation. A reconsideration request must be submitted within 30 days of receiving the decision on your IPO.

Additional information about IPO applications and related forms can be requested through CCHPBC’s Complaints Intake at complaints@cchpbc.ca

In British Columbia, some health services can only be provided by people who are registered and authorized to practise under provincial legislation.  

Unauthorized practice means providing these regulated health services without being registered or authorized. This can include: 

• Providing health services that are limited to regulated professionals  

• Charging for regulated health services when not authorized to provide them  

• Hiring or allowing someone to provide regulated health services when they are not authorized 
  

Unauthorized practice is not permitted under provincial legislation. The College may investigate and may seek orders or other measures to stop unauthorized practice.

Certain professional titles are reserved by law for use only by regulated health professionals.  

For example, titles such as Massage Therapist, Chiropractor, or Acupuncturist can only be used by people who are registered and authorized to use those titles.  

You can view protected professional titles here: Complementary Health Professionals Regulation 

Reserved titles, abbreviations, or equivalent titles in another language can only be used by people who are authorized to use them under provincial legislation. Unauthorized use of a reserved title is prohibited. The College may investigate and may seek orders or other measures to stop unauthorized title use.  

The College takes concerns about sexual misconduct and sexual abuse seriously. We are committed to promoting ongoing education and awareness for licensees about preventing sexual misconduct, including expectations for professional responsibility, safe practice, and respectful care. 

Any sexual contact or sexualized behaviour involving a licensee and a patient is strictly prohibited under the Health Professions and Occupations Act (HPOA), even if the licensee believed the patient had agreed to the contact. 

We understand that reporting sexual misconduct can be very difficult. People who come forward may feel unsafe, unsure, embarrassed, or worried about what will happen next. You are not expected to have all the answers before contacting the College. We will explain the process and the supports that may be available to you. 

Sexual misconduct concerns may include situations where a licensee:  

• Makes sexual comments, jokes, or gestures  

• Makes sexualized comments about a patient’s body or sexual activity   

• Asks a patient for dates or sexual contact  

• Gives unwanted hugs, kisses, or other physical contact  

• Provides treatment to areas without a clear reason or without informed consent  

• Has sexual contact with a patient 
  

If you are affected by sexual misconduct, you can apply to access support through the College. 

If you are concerned that someone may be providing regulated health services without authorization, or using a reserved professional title without being licensed, you can contact the College. You do not need to be certain that unauthorized practice or title misuse has occurred to contact us. You can report concerns by:  

• submitting an online complaint or report form  

• calling or emailing the College 
  

If you contact us, we will review the information and determine what steps are appropriate under the legislation and bylaws.  

After a complaint is submitted:
 

• We review your complaint and let you know what will happen next.  

• If the complaint moves forward, the licensee is told about the complaint and can respond.  

• We may collect records or other relevant information.  

• You will have an opportunity to review the licensee’s response and provide a response to it if you have new information to add.   

• The complaint is reviewed under the laws that govern the College.  

• A decision is made and you will be told the outcome.  

If a complaint moves forward, the licensee is told about the complaint and given an opportunity to respond. The College only shares information that is needed to follow the law and make sure the process is fair to everyone involved. You can learn more about identity protection, including how to apply, in the Identity Protection section above.  

In some cases, you can ask to withdraw your complaint. Depending on the situation, the College may still need to review or continue looking into serious concerns to help protect the public. We can explain this to you before you make your decision to go forward with a complaint. 

You can still contact the College about concerns that happened in the past. 

The length of time depends on the details and complexity of the complaint. Some complaints are resolved more quickly, while others take longer if more information needs to be gathered. We will keep you informed about what to expect as your complaint moves forward.   

You can contact the College to ask questions or get information. You do not have to decide right away whether you want to make a formal complaint.