Submitting a Complaint Against a Chiropodist or Podiatrist

If you wish to proceed with a complaint, send us your complaint in writing by mail or through the online form. Please note: The College cannot accept a complaint by telephone.

The following information is required in order to proceed with a formal complaint.

• The name of the chiropodist or podiatrist who provided the care or service.
• The reason(s) complaint.
• Details about the specific incident(s) including, if possible, dates and
  locations.
• Your name, address and a telephone number where you can be reached during the day.

Your complaint is fully and impartially investigated. This investigation includes written submissions from both you and the member. Any other health care practitioner who has treated you, or consulted on your treatment, may be contacted as well as any witnesses.

An investigator may also formally get in touch with both parties, insurance companies and witnesses.

As part of this process, we usually request relevant patient records, x-rays, and other information from the member.

The member has the duty to co-operate fully with the investigation.

The Registrar may, with consent of both the complainant and the member, refer the complainant and the member to an alternative dispute resolution process (see more detail below).

The ICRC may also engage a College expert to assist and give an opinion. The ICRC itself does not meet with witnesses or the parties to the complaint. Rather, it reviews all written documentation. The Committee then makes a decision based on the documentation placed before it.

Whereas the College endeavours to complete its investigation within 150 days from the day it is received, this is not always possible. Whenever an extension may be necessary, the parties will be notified. They will be given reasons for the delay and a proposed new date for completion.

After a thorough review of the complaint, the submissions of the member, as well as making reasonable efforts to consider all records and documents it considers relevant to the complaint, the Panel may do any one or more of the following:

• Take no action
• Require a member to appear before a Panel of the Inquiries, Complaints and Report Committee to be cautioned
• Require a member to complete a specified continuing education or remediation program
• Refer a specified allegation of the member’s professional misconduct or incompetence to the Discipline Committee if the allegation is related to the complaint or report
• Refer the member to a panel of the Inquiries, Complaints and Reports Committee for incapacity proceedings
• Take action it considers appropriate that is not inconsistent with the Regulated Health Professions Act

The ICRC Risk Assessment Framework tool separates risk into four categories – high, moderate, low and minimal. Depending on the information gathered during the investigation, the risk assessment tool helps panels measure its level of concern for a number of clinical and/or practice issues including:

• patient harm/patient safety
• clinical knowledge/understanding
• clinical skill/execution
• professional judgment/decision making
• record keeping
• informed consent
• communication/patient relations
• billing issues
• scope of practice

Panels may also consider other facts, including:

• proactive remediation/willingness to address issues
• insight/reflection
• dishonesty/breach of trust
• prior history
• effect on public interest/confidence
• one time incident vs. pattern of conduct
• governability
• wilfulness/awareness/level of control
• cooperation with the College

The ICRC Risk Assessment Framework tool is available here.

The Panel of the ICRC will send the complainant and the registrant a written copy of its decision and reasons for the decision. The parties will also receive notice of their right to request a review of the decision by the Health Professions Appeal and Review Board (except for decisions that are referred to discipline or incapacity proceedings).

This is a voluntary and confidential program for the resolution of some complaints by a negotiated settlement, as an alternative to the formal investigation process. ADR is not suitable for all complaints. College staff will decide if your complaint is appropriate for ADR. Both you and the registrant must agree to participate for ADR to proceed.

In ADR, a facilitator will work with you and the registrant to resolve the issues in a manner that is agreeable to both of you. The facilitator is a neutral person, not a member of the College staff or a committee. If, for some reason, the ADR process does not result in a negotiated agreement, your complaint will be processed in the usual way through the normal complaints process.

Complaints should be directed and addressed to the College’s Registrar at 180 Dundas Street West, Unit 1901, Toronto, Ontario, M5G 1Z8.

If you wish to speak with someone about your complaint, please contact the College office.