You have the right to receive safe, ethical, quality care from an occupational therapist (OT). If that doesn’t happen, you have another right – to complain to the College.
Complaints are addressed by the complaints committee that is officially known as the Inquiries, Complaints and Reports Committee (ICRC).
Learn about how they make their decisions about an occupational therapist’s conduct or practice below.
Download this information in French or English.
Who can complain?
Anyone can make a complaint. That includes patients, clients, their family members, caregivers, colleagues of an occupational therapist, an employer and others.
If there is a concern about an occupational therapist, contact us:
Toronto: 416-214-1177 x267
Toll-free: 1-800-890-6570 x267
Email: [email protected]
When investigating and reviewing concerns about occupational therapists, the complaints committee looks at the nature of the issue and the possibility of harm to the client or patient.
How does the complaints committee make decisions to protect clients and patients from harm?
The complaints committee uses a risk assessment framework. A framework is a system for evaluating the risk posed by an occupational therapist to:
- the public
- client care or safety
- the reputation of the occupational therapy profession.
All complaints are taken seriously and investigated.
Using a framework helps make sure decisions are consistent. Sometimes, a decision will be made that will not satisfy the person who complained. We understand the process can be frustrating.
Note: The complaints committee uses this risk framework when appropriate. An occupational therapist might have a mental or physical condition or disorder that interferes with their ability to practise as expected. That’s called “incapacity”. Such issues are assessed differently.
What factors does the complaints committee consider when making decisions about risk?
Each case is different. The complaints committee considers all information when deciding what to do about an occupational therapist’s conduct or practice.
As part of its duty to protect the public, the complaints committee considers a series of questions, such as:
- Do the concerns pose a direct risk to client care or safety?
- Has the occupational therapist (OT) been honest about the situation?
- Has the OT gained financially from the situation under investigation?
- Is this situation likely to happen again?
- Is there evidence supporting the concerns?
- Does the OT understand how the client is affected?
- Does the OT understand how their colleagues, employers and others are affected?
- Does the OT understand they have failed to meet College standards and expectations?
- Does the OT understand why the concerns are under investigation?
- Has the OT volunteered to take steps to make the situation better?
- Has the OT cooperated with the investigation?
- How long has the OT been practising?
- Does the OT regret what happened?
- Does the OT have a history of complaints or concerns on file with the College?
Together, the answers can help establish risk levels, from 'none' to 'high'.
This information will help the complaints committee make its decision.
If the level of risk is low to moderate, decisions are intended to be educational and corrective.
If the level of risk is high, decisions are more serious.
To help people make informed decisions about their care, the College publishes a summary of all decisions when the risk to the public is ‘moderate’ to ‘high’.
Summaries appear on the occupational therapist’s public profile.
Check our public register at Find an Occupational Therapist.
Contact us
If you have questions or concerns about an occupational therapist, we can help.
Contact the College
Toronto: 416-214-1177 x267
Toll-free: 1-800-890-6570 x267
Email: [email protected]
To find up-to-date information about anyone who is, or has been, registered with the College, check the public register at Find an Occupational Therapist.