The Complaints Process

The Complaints Process

Members of the public, employers, insurance companies, and physiotherapists have the ability to share concerns about a physiotherapist’s conduct or behaviour with the College of Physiotherapists of Ontario.

Sometimes the College may also learn of a situation where a physiotherapist’s health condition is impacting their ability to deliver patient care safely.

When someone makes a complaint or report, the College will reach out to the them directly to discuss their concerns, the investigations process, and options as to how they could move forward.

There are two different options:

Please note: If you are asked to respond to a complaint or the results of an investigation, it does not mean that you have done anything wrong. The College is interested in learning more about the concerns from your perspective.

Formal Complaints Process

If there is a formal complaint or Registrar’s investigation, the results of the investigation will be considered by a committee at the College. The physiotherapist will receive a copy of the committee’s decision in writing.

The process can be quite lengthy, taking eight to 12 months to complete. Sometimes issues arise that prolong the investigation.

The physiotherapist can seek a review of the committee’s decision if they believe that the investigation was inadequate or the decision was unreasonable.

The College’s focus is on ensuring physiotherapists have the knowledge, skills, abilities and judgement to practice safely and they are able to meet the profession’s standards of practice. Most of the decisions focus on assisting the physiotherapist improve their practice. It is very rare that a physiotherapist would lose their licence to practice.

Some of the decisions made by the committee are reported on the College’s Public Register. This is required by law.

Physiotherapists do not have to go through this process on their own. As a physiotherapist, you are required to have liability insurance. This insurance allows you access to legal counsel if you need support.

We recognize this process can be very stressful. You are encouraged to seek support if needed. Please dial or text 211, or email or chat with support staff at 211ontario.ca, to find resources in your local area.