COMPLAINTS PROCESS

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Manual osteopathy is an unregulated act in the province of Ontario. That notwithstanding the Ontario Council of Drugless Osteopathy does have a formal complaints process in place. 

This process is a function of existing best practices and mirrors those utilized by the health regulatory colleges for other health professions in Ontario. Members of the public have the right to record a complaint about a manual osteopath or a manual osteopathic establishment and request an investigation by the OCDO’s bylaw office. 

PROCESS:

• A written complaint must be received by the bylaw office by email. The complaint must include the name of the manual osteopath, the time, place, date, and particulars of the event in question. 
• There is a 1 year  time limitation on filing a complaint with the OCDO.
• Once a complaint is filed with the bylaw office, the complainant receives an acknowledgement email.
• The manual osteopath in question will receive a written copy of the complaint within 14 days of it being received by the bylaw office and will have 30 days from the day of sending in which to submit a written response. 
• The manual osteopath’s response will be forwarded to the complainant who will have 14 days in which to provide a further written response, which will then be reviewed by the bylaw.
• The bylaw office may appoint an investigator to review the complaint, potentially visiting the site in question and interviewing both the manual osteopath and the complainant and/or other persons with relevant information. 
• Pursuant to the investigation a report will be submitted to the bylaw office. 
• The bylaw office will reach a determination within 150 days of receipt of the complaint.
• The bylaw office is only empowered to determine if the manual osteopath delivered their services in a professional and competent fashion. The bylaw office does not possess the authority to make an assessment of injury, demand a refund, or award damages to the complainant.
• The bylaw office may do one or more of the following in response to a complaint:
• Move forward with disciplinary measures if there are grounds for a charge of professional misconduct or incompetence.
• Move forward in conjunction with an appropriate authority if there is sufficient evidence suggesting physical or mental incapacity.
• File a caution against the manual osteopath
• Require the manual osteopath to participate in continuing education or remediation.
• Take no further action.
• Both the complainant and the manual osteopath will receive a written copy of the decision.
• Both parties have the right to appeal the decision of the bylaw office within 15 days unless the bylaw office has undertaken the decision to impose a disciplinary measure or determines incapacity.
• In the case that the manual osteopath is found guilty of professional misconduct the bylaw office may revoke or suspend the manual osteopath’s membership in the OCDO and note the disciplinary action taken in the public register.