The Council reviews all complaints received by the agency for potential violations of state laws and rules. The Council has implemented a priority system to quickly identify and investigate complaints that involve particular threat of harm to the public. The priority rating system is as follow:
- High priority – cases involving sexual misconduct or a probability of imminent harm to the public or a member of the public; and
- Regular priority – cases involving all other violations of state and federal law.
Complaints received are forwarded to the Enforcement Division for investigation. Each complaint is reviewed to determine whether:
- the allegations on their face state a violation of the law;
- the respondent is a licensee of the Council; and
- the activities or services involved are exempt from the Council’s jurisdiction.
If the first two criteria are met and the activities or services involved are not exempt from the Council’s jurisdiction, the complaint is classified as a jurisdictional complaint and proceeds forward in the Council’s investigatory process. However, in those situations where a complaint fails to state a violation of the law, names a respondent who is not licensed by the Council, or describes activities or services that are exempt from the Council’s jurisdiction, the complaint will be dismissed as non-jurisdictional and the complainant notified as to why the Enforcement Division could not investigate the complaint. In those situations where a complaint concerns a licensee of another agency, the complaint is referred to that agency for investigation.
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Length of Investigations:
The Council makes every effort to complete its investigations within 6 months, but the resolution of a complaint may take much longer. While some complaints are resolved in less time, it is not unusual for the resolution of a complaint to take longer than one year. Numerous factors beyond the control of the agency staff and licensee under investigation affect complaint resolution time. However, this resolution time is diligently monitored and internal processes are routinely reviewed and often improved to ensure complaints are resolved as quickly as possible. Both the complainant and the licensee being investigated are notified periodically of the status of the investigation.
Toll-free Complaint Referral System
Anyone who wishes to file a complaint against a healthcare professional in this state may call the Health Professions Council toll-free complaint referral system: 1-800-821-3205. This automated, statewide number routes a complainant to the appropriate licensing agency.
