Follow up on a complaint

Within 30 days of receiving a complaint, the Complaints Director will notify the complainant of the action taken on their complaint.

  1. When a signed complaint is received, we will verify that the individual named in the complaint was a regulated member on the date(s) in question or, that no more than two years have passed since they were a regulated member, and that the incidents occurred at a time when the individual had a CARNA permit.
  2. We will contact the complainant to verify the content of the complaint and may ask for further information.
  3. The Complaints Director will decide how to proceed with the complaint. Under HPA, there are a number of options the Complaints Director has to handle complaints:
    • Refer the complaint for an investigation.
    • The Complaints Director may request the complainant make reasonable attempts to resolve the concern directly with the regulated member, or with the regulated member’s employer. If the result is unsuccessful the complaint can be re-submitted.
    • Dismiss the complaint, if satisfied that there is insufficient or no evidence of unprofessional conduct, or if satisfied that the complaint is trivial (without merit) or vexatious (complaint is solely to harass or subdue a person).
    • Other options for the Complaints Director include:
      • Asking for an expert assessment.
      • Making an Order related to fitness to practise.
      • With the consent of the complainant and the regulated member, refer the complaint to alternative complaint resolution where the parties enter into mediation to resolve.

We will contact the regulated nurse in question and provide them with a copy of the complaint. The complainant's name and a copy of the complaint will be provided.