For Registrants: What to do if you receive a complaint
Be calm and thoughtful in your reaction
- Remember complaints are not uncommon; many professionals need to address complaints in the course of their career.
- Your professional obligation is to respond to College communications promptly and honestly.
- CRPNBC encourages you to seek out support from legal counsel or your union when responding to a complaint. If neither is available, consult with a trusted colleague or friend.
- Recognize that it can be stressful to respond to a complaint and can be very helpful to receive the support of an experienced, objective advisor.
Prepare a response to CRPNBC about the complaint
- CRPNBC recommends you provide a written response to the complaint, and further recommends you at least consider the need to address each of the concerns raised in the complaint. The Health Professions Act legislates that you have the legal right and opportunity to provide the Inquiry Committee with any information regarding the matter that you believe the committee should consider. Think about what the committee needs to understand your side of the story and what it should consider when addressing each of the concerns raised.
- Be factual and thorough in your response.
- Remember the complainant will read your response, as he/she will be provided with a copy of it.
- Remember you have professional responsibilities, no matter how difficult the situation may be.
- If there are other witnesses to an event complained of, have the witness(es) prepare a factual and thorough account and include it with your response.
- Include any supporting documents. Be guided by the CRPNBC Privacy and Confidentiality Practice Standard.
Consider whether an apology is appropriate
- If an apology or other explanation of the situation is appropriate and might quickly resolve the situation, consider contacting the complainant directly (if appropriate) or incorporating words of apology into your response. Particularly if you weren’t aware of the problem until you got the complaint, this is your chance to promptly address the complainant’s concerns.
If required under your insurance policy, notify your insurer.