Standards and complaints

Anyone can file a complaint

A complaint is a concern about the conduct or actions of a Registered Counselling Therapist, related to the care they provided or another part of the counselling relationship. There is no fee to file a complaint, and there is no time limit, although it is better to file close to when the events happened.

The College's Complaints Committee reviews complaints about:

• professional misconduct, such as not acting according to the Code of Ethics or Standards of Practice
• incapacity, such as counselling while under the influence of drugs or alcohol
• incompetence, such as failing to provide proper care
• conduct unbecoming the profession, such as behaving unprofessionally outside the workplace

How filing works

You submit a complaint using the College's complaint form. If you are not sure whether your concern is grounds for a complaint, the Executive Director and Registrar can advise you, and the College can help you fill out the form. After a complaint is filed, the therapist is notified and given 30 days to respond, and the Complaints Committee may order an investigation.

Possible outcomes

The Complaints Committee reviews the evidence, including any investigator's report. Outcomes can include dismissing the complaint, resolving it informally, a settlement agreement, counselling, cautioning or reprimanding the therapist, conditions or restrictions on their licence, suspending their licence, or referring the complaint to a hearing before the Professional Conduct Committee.

Support for marginalized communities

The College recognizes that people who experience marginalization, socio-economic disadvantage or systemic racism may hesitate to file a complaint, and it is committed to reducing those barriers.