When we receive a formal complaint, the CEO and Registrar will direct the information to Professional Conduct Services, who will determine if the complaint should be investigated. If the decision is made to investigate the complaint, you will be notified in writing and provided with the name of the investigator responsible for the investigation.
If a decision is made not to investigate the complaint, you will be notified in writing along with the reasons an investigation will not be conducted. Some common reasons for not initiating an investigation include:
- the complaint is against someone who is not an RN or an NP
- the complaint is about the service provided by a health care facility or is a labour and employment matter
- the complaint is about conduct or behaviours that are not considered a breach of the standards of practice or code of ethics
- the nurse agrees to resign their licence to practice nursing
- the nurse, CRNNS and you believe the matter can be informally resolved without the need for an investigation
Professional Conduct Services may also decide to refer to the complaint to the Fitness to Practice process if it concerns a serious health issue about the nurse.
Sometimes the decision not to investigate means the complaint is dismissed. If your complaint is dismissed at this stage, you may ask to have the dismissal reviewed by a Complaints Committee. Information on how request a review will be provided to you if your complaint is dismissed.