Understanding the complaint process
The complaint process is an important part of ensuring quality and accountability in the provision of clinical counselling/psychotherapy services in British Columbia.
What to expect
Submitting a complaint to BCACC can lead to better mental health and well-being for all clients.
We encourage people to share their concerns about RCCs’ professionalism or clinical competence if they think there is a risk to the public.
Here are some things people can expect when they submit a complaint to BCACC:
- It is the beginning of a regulatory process.
- The process takes place primarily through written correspondence.
- We share all complaints with the RCC involved.
- The RCC involved must provide a written response to the BCACC.
Who we can investigate
We can ONLY investigate RCCs who are members of BCACC.
We CANNOT investigate:
- Complaints arising from incidents that occurred more than five years ago.
- The performance of any other regulated or unregulated mental health professional.
- If the individual complained about was not a Member at the time the issues giving rise to the complaint occurred.
- If the individual complained about was not a member at the time the complaint was submitted to BCACC.
What we can do
RCCs being investigated have to provide a response and relevant records. We review their care and conduct to determine if they met the BCACC’s code of ethical conduct, practice standards, and guidelines.
We strive to be fair and reasonable with our decision-making process. A complaint may sometimes reveal issues that need to be addressed. In such cases, we have a range of remedial and disciplinary measures to help the RCC improve their practice.
What we cannot do
We regulate the practice of clinical counselling/psychotherapy by our members under our Bylaws and by extension the Societies Act, and as such, we cannot do the following:
- Direct the clinical care of an individual patient
- Arrange for the transfer of care to a different RCC
- Compel an RCC to apologize
- Provide or insist on financial compensation
- Overrule opinions given in independent treatment
- Withhold the identity of a complainant who wishes to remain anonymous
Given the thoroughness and transparency of the complaint, inquiry, and remedial/discipline process, members of the public should be aware that the overall process typically takes twelve months or more depending on the complexity of the complaint and the time that each involved party takes to respond.
Typical Complaint, Inquiry and Remedial/Discipline Process
An on-line form is completed by the Complainant.
A preliminary review is conducted to ensure that we have the authority to proceed with an investigation.
The RCC is notified of the complaint and is asked to respond.
The complaint is investigated by a certified investigator.
An Investigation Report is sent to both the complainant and the RCC.
An Inquiry Committee reviews the findings of the Investigation Report.
Potential outcomes include remedial actions taken, case closed, or matter referred for disciplinary actions.
