We influence positive change
Out of investigations, we can make recommendations highlighting issues so they don’t keep happening again and again
Every experience matters
First, we makeClick for details
sure you’ve come
to the right place
YouClick for details
provide your complaint in writing
We review your complaintClick for details
We listen to all sides and try to resolve your complaintClick for details
We may conduct an investigationClick for details
We share our decisionClick for details
First, we make sure you’ve come to the right place
We can look into a complaint that has already been raised with a health sector organization
We cannot help if the complaint is (e.g.,):
- About a regulated healthcare professional (e.g., physician, registered nurse)
- About a retirement home
- Part of a court proceeding
When possible, we will point you to someone who can help.
You provide your complaint in writing
Details of a complaint
- What happened?
- When and where did it happen?
- Who was involved?
- What felt unfair?
- What would put things right?
Before we can act, we need your consent to proceed.
We review your complaint
If we aren't able to help
After reviewing the complaint details, we may not be able to help. We will explain why and, when possible, refer you to someone who can.
We listen to all sides and try to resolve your complaint
Listening and getting the facts
We will get the required information relating to your complaint, and attempt to facilitate a resolution between you and the health sector organization.
We may conduct an investigation
Moving into an investigation
If we can’t achieve a resolution, we may need to conduct a formal investigation. We will let everyone involved know if an investigation is necessary.
We share our decision
While each complaint is different, a resolution could take the form of:
- An apology
- Policy change
- Recognition of the issue
- After an investigation, a recommendation for change to prevent someone else from going through a similar experience.