The Complaints Process
How does the process start?
What happens next?
Who decides?
What can the Inquiries, Complaints & Reports Committee do?
Who can complain?
How do I proceed?
The Complaints Process
One of the functions of the College of Audiologists and Speech-Language Pathologists of Ontario (CASLPO), in fulfilling its mandate of protecting the public interest, is to receive, investigate, and act upon complaints made against its members. Furthermore, the College is committed to a policy for sensitively handling any complaints of sexual abuse. The College’s objectives include ensuring that complaints are handled appropriately in a safe, supportive environment that prevents process-related “revictimization”.
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How does the process start?
The process begins when an individual contacts the College to present a complaint. The complainant will be directed to the Registrar or a qualified staff member. At this point, a decision will be made as to whether the issue is a complaint or an inquiry. Inquiries are usually addressed by providing appropriate information. Complaints must be documented (either written or recorded) for the process to proceed.
Once a complaint has been documented, the member is notified in writing that a complaint has been received. Usually the member will receive a copy of the letter of complaint, but discretion on this matter is allowed if there are issues of personal or public safety. The member must respond to the complaint within 30 days. The member’s response is then provided to the complainant for comment within 14 days.
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What happens next?
Once the complaint is formally received, the Inquiries, Complaints, and Reports Committee (ICRC) of the College assesses the complaint. Usually some form of investigation will be required and conducted under the committee’s direction. This may include, but is not limited to obtaining records and/or interviewing parties or witnesses. In addition to investigation reports, the committee may also rely on expert opinion. When the committee is satisfied that the file is complete, it will meet to deliberate and dispose of the matter. The committee will provide reasons along with its written decision, which is sent to both the complainant and the member.
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Who decides?
A panel of the Inquiries, Complaints, and Reports Committee will be struck to deal with particular matters. Each panel includes both public and professional members. One professional member will usually be a speech-language pathologist for complaints regarding speech-language pathology, and an audiologist will typically be included if the complaint concerns audiology. The panel will also have access to legal counsel to assist in its deliberations.
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What happens to the Member?
The panel may make any of the following decisions with respect to the member:
1. The matter may be referred to the Discipline Committee of the College. A matter warrants referral to discipline if the concerns are serious enough and the evidence is sufficiently strong to provide a reasonable prospect of a finding of professional misconduct or incompetence by the Discipline Committee.
2. If it appears that the member is incapacitated, the matter may be referred to the Fitness to Practice Commitee for consideration of incapacity proceedings. Incapacity refers to the fact that the member is suffering from a physical or mental condition that interferes with his or her ability to exercise professional judgment. The vast majority of incapacity cases involve substance abuse disorders and certain mental illnesses that impair judgment (e.g. bipolar affective disorder).
3. The member may be required to appear before a panel to be cautioned.
4. Take other action consistent with the Regulated Health Professions Act, such as:
§ Requiring the member to complete a specified continuing education or remediation program;
§ Issuing written recommendations, advice or warnings;
§ Referring the parties to a more appropriate agency to address their issues (e.g. the Information and Privacy Commissioner, the Ontario Human Rights Commission, the Courts)
5. Decide that no further action is required.
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What happens to the Complainant?
Once a decision is made, the panel will inform both the member and the complainant of its decision and the reasons for the decision in writing. Either the complainant or the member may appeal the decision of the ICRC to the Health Professions Appeals and Review Board.
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Who can complain?
Anyone has the right to complain to the College about care provided by its members.
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How do I proceed?
For a complaint, address correspondence or phone calls in confidence to:
Director of Professional Conduct
College of Audiologists and Speech-Language Pathologists of Ontario
5060 - 3080 Yonge Street
Toronto ON M4N 3N1
phone: 416.975.5347 or 1.800.993.9459
fax: 416.975.8394
Click here to send an email.
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