Complaints Process

If you are unsure about submitting a complaint or have questions, you are encouraged to contact the College’s Conduct Team at complaintsdirector@theccoa.ca or call 780-420-0932 ext. 116. Our Conduct Team can review your concern and advise whether the concern should be addressed through the complaints process or whether another option may be more appropriate.

A complaint is a written and signed report about concerns involving the conduct of a chiropractor.

The processes for the College to follow when managing complaints and discipline are set out in the Health Professions Act (HPA).  As the regulator, the College determines whether the conduct identified is unprofessional conduct.

Unprofessional conduct is defined in the Health Professions Act (HPA) and includes but is not limited to:

• A lack of knowledge, skill, or judgment in the provision of professional services
• Breaches of the Health Professions Act, CCOA Standards of Practice or Code of Ethics
• Conduct that harms the integrity of the profession
• Non-compliance with legislative requirements and mandatory College requirements

Any person who has a concern about the conduct of a chiropractor.  You do not need to be a patient to report a concern about a chiropractor’s conduct.

An employer who terminates or suspends a chiropractor or if a chiropractor resigns, for reasons that in the opinion of the employer is unprofessional conduct. This mandatory reporting is required under section 57(1) of the Health Professions Act (HPA).

Any regulated health professional who becomes aware of another regulated health professional’s conduct related to sexual abuse and sexual misconduct. This mandatory reporting is required under section 127.2(1) of the Health Professions Act (HPA).  Failure to report sexual abuse and sexual misconduct is unprofessional conduct that the College takes seriously.

Submitting a complaint as soon as possible helps us respond more effectively.

The College can investigate a complaint:

• about a chiropractor currently registered with the College, or
• about a chiropractor who was previously registered with the College and it is within two years since they were registered. 

The written complaint must include:

• The name and contact details of the person making the complaint
• The name of the chiropractor involved in the complaint
• As much detail as possible about the experience that has led to a complaint
• The signature of the person making the complaint

We can investigate issues or patient experiences involving a chiropractor practicing in Alberta, that may include, but is not limited to:

• Unethical behavior
• Inappropriate or unprofessional communication
• Inappropriate claims about the efficacy of chiropractic care
• A chiropractor’s advertising or marketing practices
• Breaches of patient privacy or confidentiality
• Misrepresentation, dishonest or fraudulent activity
• Sexual abuse or sexual misconduct involving a patient
• Termination, suspension or resignation of the chiropractor for conduct the employer believes is unprofessional conduct
• Harm or the risk of harm
• Clinical practice and competency concerns
• Record keeping and billing practices that do not meet standards

What We Cannot Do

We cannot

• Investigate anonymous complaints
• Provide financial compensation or direct a chiropractor to provide financial compensation
• Investigate complaints about other regulated health professionals or a clinic
• Investigate a complaint relating to an employer-employee workplace dispute

Not all concerns are appropriate to investigate through the complaints process.

Contact the College’s Registrar at registrar@theccoa.ca for concerns relating to:

• Registration and practice permit questions.
• The unauthorized use of the title of chiropractor or Doctor of Chiropractic (D.C.) by a person not registered with the College. A person not registered with the College is not regulated by the College.
• Findings of unprofessional conduct by another regulated body in any jurisdiction.
• Charges or convictions of an offence under the Criminal Code.

Information available to the public about a chiropractor can be found on Verify a Chiropractor.

You are entitled to receive a copy of your patient records from your chiropractor, within a reasonable timeframe.

• Submit your request to the chiropractor in writing.
• Follow up by phone to ensure your request is received.
• The chiropractor may require payment for copying the record prior to providing the record as per fees outlined in Section 10 of the Health Information Regulation, Health Information Act (HIA).

Complaints are confidentially received by the College’s Conduct Team and processed following Part 4 of the Health Professions Act (HPA). A copy of your complaint will be shared with the chiropractor.

Submit your complaint using the Complaint Reporting Form.

Submit your completed form by email or mail to:

Complaints Director
College of Chiropractors of Alberta
PO Box 83016
Edmonton RPO Webber Greens, AB T5T 6S1

Questions?

If you have questions about submitting your complaint or about the complaints process, email complaintsdirector@theccoa.ca or call 780-420-0932 ext. 116.

If you are comfortable doing so, it is reasonable to try to resolve your concern with the chiropractor yourself. If you are not comfortable or your attempt has not been successful, you may submit a complaint with the College.

The College’s Conduct Team will review your complaint to determine whether the issue(s) identified is within our jurisdiction and is an issue we can address or investigate. We may contact you to request additional information, if required.

When a complaint is within our jurisdiction, a file is opened and the matter will proceed through the complaint process, under Part 4 of the Health Professions Act.  

When a concern is not within our jurisdiction or ability to address, we will advise you and, when possible, the College may direct you to another organization or resource that may be able to assist you.

How Long Does the Complaint Process Take?

We strive to resolve complaints in a timely manner. However, depending on the complexity and seriousness of the issues reported and when an investigation or expert reviews are required, the process can take months and sometimes years. Procedural fairness is required throughout the process and the need to be thorough and comprehensive when gathering evidence and documents can take time. 

Step 1 – Notification and Response

Within 30 days of receiving your complaint, we will respond to your submission in writing.

We will share your complaint with the named chiropractor so they can provide their response to your concerns. This is part of a fair and transparent process under the Health Professions Act. Your personal contact information is not shared.

The Complaints Director will review your complaint, the chiropractor’s response, and any documentation received to determine the next steps. Next steps are determined following approaches set out in the Health Professions Act:

• Dismissal when there is insufficient or no evidence of unprofessional conduct or the complaint is found to be trivial or vexatious in nature.
• Conducting an investigation where discrepancies are found between the perspectives of the complainant and the chiropractor and where an investigation is needed to obtain additional information to determine whether unprofessional conduct occurred by the chiropractor. 
• Attempt to resolve the matter with the consent of both parties. 
• Asking an expert to assess and provide a written report on the subject matter of the complaint.

Step 2 – Investigation

When an investigation is determined to be necessary, the complainant and the chiropractor will be notified in writing of the name of the investigator. The investigator can be the Complaints Director or the Complaints Director can appoint an internal investigator within the College’s Conduct Team or an external investigator.

An investigation is a formal information-gathering process where additional information is obtained from all sources. When interviews are required, virtual interviews are generally conducted and the interview is recorded to ensure an accurate record is maintained for the purpose of the investigation.  

After the investigation is complete and an investigation report is submitted to the Complaints Director, the Complaints Director analyzes the facts in the report and makes a decision on the next step in the process.

At any time in the process, the Complaints Director may request a subject matter expert to provide a written report, as necessary.

During the investigation phase, status updates are provided to the complainant and the chiropractor every 60 days, as per the Health Professions Act. 

Step 3 – Dismissal, Resolution, or Referral to Hearing

If there is insufficient or no evidence of unprofessional conduct or if the Complaints Director is satisfied the complaint is trivial or vexatious, the complaint will be dismissed. The complainant and the chiropractor will be notified in writing with reasons for dismissal.

If there is evidence of unprofessional conduct, the Complaints Director may try to resolve the matter through a Complaint Resolution Agreement, if appropriate, or refer the matter to a hearing.

• A Complaint Resolution Agreement is a legally binding agreement between the Complaints Director and the chiropractor where the chiropractor acknowledges their conduct and agrees to terms that they must comply with. This option is more remedial in nature than a hearing and requires the consent of the complainant and the chiropractor to initiate. When all parties are satisfied with the outcome, the Complaints Director will close the file. If agreement cannot be reached, the Complaints Director will refer the matter to a hearing. A Complaint Resolution Agreement can never be used where the allegations are sexual abuse or sexual misconduct.
• A referral to the Hearings Director for a disciplinary hearing is made when a Complaint Resolution Agreement is declined or unable to be agreed upon by either party, when the matter is of a more serious nature, and when the conduct relates to sexual abuse or misconduct.

Step 4 – Requests for Review of Dismissal Decision and Appeals

A complainant may request a review of the Complaint Director’s dismissal decision within 30 days after being notified of the dismissal. The request must be made in writing to the Hearings Director, be signed, and include reasons for requesting the review.

The Complaints Review Committee reviews the matter and the dismissal decision. The Complaints Review Committee will provide their decision in writing to all parties, to:

• Uphold the Complaints Director’s decision to dismiss the complaint,
• Refer the matter back to the Complaints Director for further investigation, or
• Refer the matter to a hearing. 

Appeal of a Hearing Tribunal Decision

• Once a Hearing Tribunal issues their written decision, the chiropractor or the Complaints Director has 30 days to file an appeal to the CCOA Council, under section 68(1) of the Health Professions Act.
• Once the CCOA Council issues their written decision, the chiropractor or the Complaints Director may file a further appeal to the Alberta Court of Appeal within 30 days from the date of the CCOA Council’s decision, under Section 90(2) of the Health Professions Act.

After all review or appeal rights available under the Health Professions Act are exhausted and if you continue to have concerns about whether the College’s Complaints Director acted fairly and within their legislative authority, you may contact the Office of the Alberta Ombudsman to request a review of the process used in the management of your complaint.

We recognize that being the subject of a complaint can feel stressful and uncertain. This FAQ is designed to help chiropractors understand what to expect, what may be required of you, and some information on the complaints process. The College is committed to managing complaints in a fair, respectful, and transparent manner, consistent with the principles of administrative justice.

If you have further questions relating to the Complaints Process, you are encouraged to review the College’s website – Complaints Process, contact the College’s Conduct Team at 780-420-0943 ext. 116, or seek legal counsel.

Why is the College reviewing a complaint?

Anyone can submit a complaint to the College about a regulated chiropractor. Under Alberta’s Health Professions Act (HPA), the College is required to review and respond to all complaints received.

Not all complaints lead to a formal investigation. Some matters may be resolved early or addressed through alternative processes. Where necessary, an investigation is conducted to gather additional information to determine whether there is or is not evidence of unprofessional conduct. If there is evidence of unprofessional conduct, the complaint may be referred to a hearing or resolved with consent through a Complaint Resolution Agreement (CRA). If there is no evidence or insufficient evidence of unprofessional conduct, the complaint will be dismissed.

What is a Complaint Resolution Agreement (CRA)? 

A CRA is an alternate resolution option available under the HPA. A CRA is a legally binding agreement between you and the Complaints Director, where you acknowledge your conduct and agree to complete the specified terms of the agreement as a remedial measure for your conduct. A CRA requires the consent of the complainant and the regulated chiropractor. A CRA is not always an available option to resolve every complaint.

What should I expect if there is an investigation?

If an investigation is required:

• You will be notified in writing that a complaint has been received and that an investigation is underway.
• An investigator will be assigned to your file and will contact you to explain the process and answer initial questions.
• You may be asked to provide specific documents and identify any direct witnesses relevant to the complaint.
• Investigations can take months to year(s) to complete, depending on complexity.
• You will receive periodic updates on the status of the investigation, typically every 60 days.

Once all relevant information has been gathered, the investigator will prepare a report for review by the Complaints Director, who is the decision maker.

Will I be interviewed?

In many cases, yes.

• You may be invited to participate in a formal interview as part of the investigation.
• Interviews are typically conducted virtually, unless circumstances require otherwise.
• The interview is recorded, including audio and video, to ensure an accurate record is maintained.
• You will be given an opportunity to:
• Respond to information provided by others
• Share your account of the events in question

Interview recordings or transcripts are retained in accordance with legislative and record-keeping requirements.

What documents might I be asked to provide? 

You will be asked to provide a written response detailing your perspective on the issues identified in the complaint letter.

Depending on the nature of the complaint, you may be asked to provide:

• Relevant patient records or clinical documentation
• Policies, consent forms, or practice protocols
• A current resume or summary of your professional practice
• Information about recent continuing education or professional development
• Any other materials directly related to the issues raised in the complaint

You will be advised of what is required and the timelines for submission.

Will the complainant get a copy of my response?

The complainant will not receive a copy of your response. Parts of your response may be disclosed to the complainant to obtain their perspective and to gather all information.

How will the College help me during the complaint process?

The College follows the principle of procedural fairness during the process set out in the HPA. The College will share the complaint process and keep you informed of the status of the investigation, but we cannot give you advice or support. You may contact your Professional Liability Protection/insurance provider or legal counsel for support during the complaint process. You may also wish to reach out to your professional association to see if they offer counselling services or other support to members going through the complaints process.

Do I need legal representation?

You are not required to have a lawyer; however, you may choose to seek legal advice or representation at your own discretion. You may also wish to contact your professional liability protection provider for guidance and support.

If you retain legal counsel, you may provide the College’s Conduct Team with your lawyer’s contact information so that communications can occur through counsel if you prefer. The College will include your legal counsel on correspondence but may continue to copy you as well.

What about witnesses?

• You may identify direct witnesses who have relevant information about the issues raised in the complaint.
• You do not need a witness’s consent to provide their name to the investigator.
• You are expected to maintain the confidentiality and integrity of the investigation and must not discuss the complaint details with potential witnesses.
• Providing witnesses is your choice; some complaints do not involve witnesses.

Can I resolve the complaint without any disciplinary action?

Once a formal complaint has been received and a file has been opened, complaints must be processed as set out in Part 4 of the Health Professions Act. The options available to the Complaints Director are dismissal, CRA or referral to a hearing.

Will I lose my practice permit?

The complaints process is objective and unbiased. The existence of a complaint does not mean that unprofessional conduct has occurred.

If concerns are identified, the focus is on public protection and remediation of practice. In some cases, outcomes may include guidance, education, or conditions on practice. In more complex and serious circumstances, more significant regulatory actions may occur.

Can I keep practicing while a complaint is under review?

In most cases, yes. A complaint alone does not restrict your ability to practice unless interim measures are required to protect the public. You will be informed if any practice restrictions are considered or imposed.

What if I retire or stop practicing? 

Under the Health Professions Act, regulated chiropractors are required to cooperate with investigations related to their practice, even if they retire or cease practicing during the process.

Can I participate in the Preceptorship Program while under investigation?

Chiropractors with open complaints or discipline within the last five years are not eligible to participate in the preceptorship program. Please reach out the regulatory team at registration@theccoa.ca for more information regarding preceptorship eligibility.

What happens at the end of the complaints process?

Once the investigation report has been reviewed, you will be notified in writing of the decision and any outcomes. Decision-making timelines can vary, and you will be kept informed of progress. Where applicable, information about review or appeal options will also be provided.

Who can I contact if I have questions?

If you have questions about the complaints process, timelines, or what is expected of you, you may contact the College of Chiropractors of Alberta’s Conduct Team at complaintsdirector@theccoa.ca or call 780-420-0943 ext. 116. You may also wish to seek advice from legal counsel or your professional liability provider.

Acknowledgement: This information was compiled from CCOA and other regulator resources. CCOA thanks CPSA, ACOT, CRNA and CPTA for sharing their resources.