Complaints and Reports

If the pharmacy professional is referred to the Discipline Committee, does the complainant become a party to the disciplinary proceeding?

Complainants are not parties to such disciplinary proceedings. They do not direct the prosecution or make submissions separate from the College’s submissions. However, it is possible that you may be called as a witness in the proceedings.

Can I use the outcome of my complaint for a civil lawsuit?

The decision of the Inquiries, Complaints and Reports Committee is not admissible in a civil proceeding pursuant to the Regulated Health Professions Act, 1991.

Are the Inquiries, Complaints and Reports Committee’s decision and/or reasons for its decision public information?

The College posts information about concerns that are relevant to a pharmacy professional’s suitability to practice on the Find a Pharmacy or Pharmacy Professional tool. The results of an investigation are public information when pharmacy professionals are ordered to complete a specified continuing education and remediation program, receive an oral caution from the Inquiries, Complaints and Reports Committee, or when specified allegations of professional misconduct or incompetence against the pharmacy professional are referred to the Discipline Committee.

Complaints are confidential and while the results of investigations remain on the pharmacy professional’s file, some investigation results are not available to the public if they are not relevant to the professional’s suitability to practice. You can learn more about the public register and what information is made public and not made public on our Public Information on Pharmacy Professionals page.

What happens if I change my mind after I file a complaint?

At any point after a complaint is filed, you can request to withdraw your complaint against the pharmacy professional. Withdrawal requests are reviewed by the Registrar, who determines whether it is in the public interest to grant the withdrawal of the complaint. If the Registrar is of the view that it is in the public interest to continue with the complaint investigation, the withdrawal request will be denied, the investigation will be completed, and the results of the investigation will be reviewed by the Inquiries, Complaints and Reports Committee.

Can I talk to the owner/manager/pharmacist/pharmacy technician about the complaint directly?

Before filing a complaint, we encourage you to talk directly with your pharmacy professional and/or the manager of the pharmacy to address your concern, if you feel comfortable doing so.

Once you’ve made a complaint, any conversation you have with pharmacy staff should stay focused on your usual pharmacy care. We request that you and the registrant do not discuss the complaint further.

Is there a time limit to filing a complaint?

There is no time limit to filing a complaint. However, the College recommends you file your complaint as soon as possible so both parties are able to recall the events in question.

Do I need a lawyer to file a complaint?

You do not need a lawyer. However, you can get legal advice or retain a lawyer to help you in the process if you want to.

Can the College direct a pharmacy professional to provide a specific treatment or service, compensation or refunds?

College staff cannot direct a pharmacist or pharmacy technician to provide a specific treatment or service. We do not have jurisdiction to award damages or require a registrant to provide compensation. If you are seeking compensation for harm caused, you may wish to speak with a lawyer.