The Complaints Process

The College receives complaints from members of the public. This can include patients, colleagues, family members, third party payors and others. Complaints can be sent to the College by mail at:

College of Physiotherapists of Ontario
375 University Avenue, Suite 901
Toronto, ON M5G 2J5

Confidential fax:
416-591-7758

File a Complaint Online

Or contact the Associate, Professional Conduct at investigations@collegept.org or 416-591-3828 ext. 227 or 1-800-583-5885 ext. 227

Formal Complaints Process

  • Staff at the College will contact the complainant to discuss their concerns
  • The complainant will then receive a letter from the College explaining the process and asking them to confirm that they want to go through the process
  • The physiotherapist is then asked to provide a written response
  • The documents are reviewed by a group of individuals who are members of a Committee called the Inquiries, Complaints and Reports Committee (ICRC). The members of the Committee include physiotherapists and members of the public who have been chosen by the government to represent the public. The Committee does not include staff members at the College.
  • The Committee may decide that they need more information to help them make a decision and they can obtain this information in different ways; one of which is to appoint an investigator.

Additional Resources:


Frequently Asked Questions - Complainants

Frequently Asked Questions - Registrants

The Role of the Expert
The Role of the Investigator
Inquiries, Complaints and Reports Committee Decision-Making Flow Chart


Once they have all of the information that they need, they will make a decision which is sent to both the complainant and physiotherapist in writing. In most cases, if the complainant and/or physiotherapist has concerns with the investigation or decision they can ask the Health Professions Appeal and Review Board to review the matter.

Access additional information about the Health Professions Appeal and Review Board.

Sexual Abuse of Patients

Sexual abuse of a patient is defined in law as sexual intercourse or other forms of physical sexual relations between the physiotherapist and the patient; touching of a sexual nature, of the patient by the physiotherapist, or behaviour or remarks of a sexual nature by the physiotherapist towards the patient. Sexual abuse of a patient by a regulated health care provider is not permitted. The College may receive this type of information from the patient directly, a friend or family member, another health care provider or the employer of the physiotherapist. Each one of these concerns is thoroughly investigated. This can be very difficult for the patient in question and the College will do whatever it can to support the patient throughout the process. In Ontario, each health regulatory College is required to have a program which provides funding for therapy and counselling for patients who were sexually abused by members of that College. The Patient Relations Committee of the College oversees the funding.

Learn more about the College’s Role When a Patient Has Been Sexually Abused


Can’t find the answer you are looking for or need more information?

Contact the Associate, Professional Conduct at investigations@collegept.org 
or 416-591-3828 ext. 227 or 1-800-583-5885 ext. 227