Understanding the complaint process
The complaint process is an important part of ensuring quality and accountability in the provision of clinical counselling 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 an 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
As the regulator of BC’s RCCs, we can ONLY investigate RCCs who are members of BCACC. We cannot investigate the performance of any other regulated or unregulated mental health professional.
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 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 depending on the complexity of the complaint and the time that each involved party takes to respond.
Typical Complaint, Inquiry and Remedial/Discipline Process
On-line form completed by Complainant.
Preliminary review is conducted by Office of the Registrar to ensure that we have the authority to proceed with an investigation.
Notice to Member is sent.
Complaint is investigated by a certified investigator.
Investigation Report is sent to both parties.
Inquiry Committee reviews the findings of the Investigation Report.
Remedial actions taken, case closed, or matter referred for disciplinary actions.
