Our Complaints Process

Whichever process we use to resolve complaints, our goal is to ensure the public receives safe and effective care from competent chiropractors.

When we receive a written complaint, our Complaints Director reviews it and considers if it is within our mandate to resolve. If it is within our mandate, the Complaints Director then decides how to proceed based on options outlined in the Health Professions Act (HPA):

See our one-page flow chart outlining our processes under the HPA
See our approach to outcomes

Direct Resolution is an informal resolution process best suited for single-issue complaints usually related to practice management or explanation of a treatment decision. With this process, the ACAC takes a step back and encourages the chiropractor to work directly with the complainant to resolve the matter.

More details about Direction Resolution can be found in the following brochures:

Direct Resolution brochure for complainants
Direct Resolution brochure for chiropractors

Resolve with Consent is a resolution process most effective when a chiropractor needs to make a change to their practice, yet the complaint seems fairly straightforward. In this case, the ACAC will work directly with the chiropractor to make necessary practice changes. Agreement from the complainant is required to proceed with this approach.

More details about Resolve with Consent can be found in the following brochures:

Resolve with Consent brochure for complainants
Resolve with Consent brochure for chiropractors

An investigation is a formal process used when informal resolution fails or when more information is necessary to fully understand the issue(s). An investigation is also mandatory for complaints involving a serious allegation of unprofessional conduct.

More details about the investigation process can be found in the following brochures:

Investigation brochure for complainants
Investigation brochure for chiropractors

After careful review of all the information submitted, the Complaints Director also has the option to dismiss a complaint for the following reasons:

• there is insufficient evidence of unprofessional conduct
• if the complaint is trivial or vexatious in nature

If the Complaints Director dismisses a complaint, the complainant can request a review of that decision.

Contact Dr. Thomas Smith, our Complaints Director, at complaintsdirector@albertachiro.com or 780-420-0932.

Please go to our Submit a Complaint page.