Information about complaints
When you visit an occupational therapist, you have the right to receive safe, ethical, quality care.
In Ontario, the public has the right to complain about regulated health care professionals and there is a process in place for filing a complaint.
Among the reasons for complaints are concerns that an occupational therapist has:
- failed to communicate their role or the expected service plan clearly
- failed to obtain informed consent
- produced reports that contain inaccurate information
- failed to maintain appropriate professional boundaries
- sexually abused a client
The College investigates all complaints from clients or their representatives. Investigations are conducted in a fair and transparent manner. Decisions are made by a committee called the Inquiries, Complaints and Reports Committee (ICRC), which is made up of both occupational therapists and members of the public. All ICRC members must make their decisions in the public interest. These decisions aim to protect and promote the public interest.
If you have concerns about an occupational therapist and are not their client or their client's representative, please use the Report Form to inform the College. College staff will follow up with you regarding your concerns.
The steps of the College process are listed at How to Report Concerns or File a Complaint. Each step is designed to be fair.
Share concerns or report information
If you wish to submit a complaint, you can do so by completing our online complaint form or you can report your concerns to the College:in writing, by telephone, by audio recording, or by video recording.
You must provide:
- the name of the occupational therapist you are concerned about
- as much detail as possible about the nature of your concerns
- your full contact information
We can help you if you are unsure of the occupational therapist's name.
You will be engaged in the process and notified of the outcome.
The College's formal complaints process is designed to be fair to both the person filing the complaint and to the occupational therapist named. The occupational therapist will receive a copy of the complaint.
As part of its investigation, the College may contact you and ask that you provide additional information. The College may also obtain your clinical record relating to the occupational therapy services of concern.
The online form provides space for you to describe your interaction with the occupational therapist and upload any documents you believe are relevant.
Once you submit your complaint, College staff will contact you to discuss the process and obtain any necessary additional details.
Who can I call if I have questions?
If you have questions about the level of care you can expect to receive from an occupational therapist, you can contact a College practice advisor at [email protected] or 416-214-1177 or 1-800-890-6570 x240.
If you have concerns about your care, please call 416-214-1177 or 1-800-890-6570 x220 or email [email protected].
Do you need accommodation?
To discuss how we can help you, please contact:
Associate, Investigations and Resolutions
Toronto: 416-214-1177 x220
Toll-free: 1-800-890-6570 x220
Email: [email protected]
The College’s accommodation process is informed by respect for the dignity of each individual.
Our goal is to ensure full participation in the complaints process for all concerned.