Navigating the Complaints Process

Overview

Complaints about RN practice

As a registered nurse, you have the knowledge, skills and judgment to provide safe patient care, but at some point or another in your nursing career, you may receive a complaint. While this can understandably be a cause for some anxiety, it can also be a learning opportunity resulting in positive practice changes.

Related pages

Complaints Process
- Make a Complaint
- Discipline Decisions
- Attend a Discipline Hearing
- > Navigating the Complaints Process

If You Receive a Complaint

We encourage you to review the information carefully and submit a written response. Your response is an important part of the process. It allows you to provide context, clarify facts, and share any information you believe is relevant to the concerns being reviewed.

You may wish to seek independent legal advice. Legal counsel can help you understand the complaints process, review the information provided, and support you in preparing your written response.

Throughout the process, you are expected to cooperate with the investigation, respond to requests for information, and maintain confidentiality. Receiving a complaint does not mean that professional misconduct has occurred. The complaints process gathers and reviews all relevant information to determine the appropriate next steps.

How are complaints handled by the College?

One of the primary goals of the investigation, discipline and appeals process is to achieve an appropriate balance between the safety and interests of the public and the roles and responsibilities of RNs. Our process does not take a one-size-fits-all approach. Each complaint is dealt with individually and triaged according to the level of risk and complexity.

No matter the circumstances, the safety of the public always takes precedence. Whenever possible, complaints are resolved through education and remedial strategies. This offers an RN the opportunity to correct and improve their nursing practice while also promotes meeting the practice expectations and code of ethics.

Complaints Process (Infographic)

Additional Resources

Here are some additional resources that may be helpful if you are seeking to understand practice and professional conduct issues.

Quality Practice Consultation

If you are unsure about how to interpret a practice direction or resource, speaking to a practice consultant may be helpful.

Professional Conduct Resources

Access a complete listing of our resources related to the professional conduct processes.

Complaints, Discipline & Appeals

This resource provides a detailed review of what happens when a complaint is filed, and possible avenues of appeal certain outcomes.