Complaints Process
The creation of HSCPOA supports public protection by ensuring registered PSWs deliver safe, competent, ethical, and quality health and supportive care services. Every registrant must comply with the requirements set out in the Code of Ethics Regulation, under the Health and Supportive Care Providers Oversight Authority Act, 2021 (the “Act”). If a recipient of health and supportive care services has concerns with the care they received from a registrant, they have the right to submit a complaint to HSCPOA. HSCPOA is required to review every complaint we receive in the interest of public protection.
Below are answers to some commonly asked questions about the complaints process.
Within 14 days of receipt of a complaint, HSCPOA will send you a copy of the complaint along with relevant sections of the Act, and the regulations made under the Act. You will have 30 days to provide a written response to the concerns in the complaint. It is important to note that a decision will not be made about the complaint, until HSCPOA has received your response. Following that, HSCPOA’s CEO may ask for additional information from you and/or the complainant (individual who submitted the complaint). Once all relevant information is obtained, HSCPOA will issue a written decision, with rationale, to you and the complainant.
Yes, section 43(2)(b) of the Act states that you are required to fully cooperate with any requests for information received from the CEO with regards to complaints.
You do not need to have a lawyer, but it is your choice as to whether you obtain legal representation. Although HSCPOA will provide you with details about the complaints process, we cannot give you or the complainant advice about what you should or should not do. HSCPOA’s focus is to oversee a fair, impartial, and transparent complaints process that promotes public protection.
HSCPOA’s CEO reviews all complaints that are received and makes a decision using a risk-based approach. The CEO may choose any of the following actions:
- take no action;
- attempt to mediate or resolve the concerns;
- provide you with written advice;
- issue a written warning to you;
- require you to take educational courses or training;
- impose conditions on your certificate of registration; or
- refer contraventions of the Code of Ethics to the Discipline Committee.
To support HSCPOA’s mandate of public protection, some complaint outcomes may be posted under your registrant profile on our Public Register, pursuant to the Register Regulation under the Act. Those outcomes include any written warnings, orders for educational courses or training, conditions on your certificate of registration, or referrals to the Discipline Committee.
