One way the College protects Albertans and assures safe, quality and competent physical therapy care is by investigating professional conduct complaints about our regulated members. We take concerns very seriously and investigate all formal complaints submitted. While we have the authority to investigate concerns and discipline our members, we do not have the authority to compensate complainants.

The College’s complaints function enables patients to voice their feedback and/or concern. It’s also an opportunity for the College to learn from patient feedback and enhance the provision/ delivery of physical therapy services.

Questions or concerns

While our members are qualified and competent practitioners who practice within our standards and guidelines, occasionally complaints arise. Usually through misunderstanding and or miscommunication between provider and patient. If you have a question or concern about a physical therapist’s conduct or physical therapy services received, you should first discuss it directly with the physical therapist in question (or their supervisor).

Immediate and direct communication often helps resolve misunderstandings quickly and easily. If you are not comfortable discussing it directly with the practitioner or if your question/concern was not resolved, please contact the College registrar. If the allegation involves sexual impropriety please contact the registrar immediately.

Formal complaints

Must be made in writing and include:

   • Complainant’s name, address, and day-time telephone number.

   • Physical therapist’s name.

   • Incident date, time and location.

   • Specific complaint details and any pertinent supporting information/documentation.

   • Complainant’s signature.

Send your letter by mail, email or fax to:

    Registrar, College of Physical Therapists of Alberta

    1350 Weber Centre, 5555 Calgary Trail,

    Edmonton Alberta, T6H 5P9

    complaints@cpta.ab.ca

    Fax: 780.436.1908

Complaint process

Concerns and complaints are confidential. Formal complaints are thoroughly investigated in an objective and confidential manner. The process is designed to ensure fairness to the person making the allegation (the complainant) and the practitioner in question. During the investigation, information regarding the complaint will be gathered (e.g., interviewing the complainant, physical therapist and other relevant parties and reviewing charts, appointment book, billing records and other documents deemed relevant).

Once the investigation is complete a report is provided to Registrar (or the College’s discipline committee if the Registrar conducted the investigation). If the complaint is dismissed, the complainant has 30 days to appeal.

Discipline hearing

A hearing is held if the complaint is referred to the College’s discipline committee. The hearing is a forum in which allegations and evidence is presented for review. Involved parties attend—the College as ‘prosecutor’ and the complainant as ‘witness’ (the College covers the complainant's expenses to attend). The physical therapist is usually represented by their lawyer.

Complaint/hearing outcomes

The discipline committee bases its decision on evidence presented. If no evidence of unskilled practice or professional misconduct is found, the complaint is dismissed. The committee’s decision and findings are outlined in writing—copies are provided to the physical therapist, College Council, and the complainant. The physical therapist has 30 days to appeal. Under the Physical Therapy Profession Act, the complainant does not have the right of appeal.

If the physical therapist is found to have behaved improperly or didn’t practice within required standards, the College has the authority to impose corrective/disciplinary actions to help ensure the situation isn’t repeated. Actions taken depend on the nature and severity of the situation and can include—formal reprimands, conditions on a practitioner’s license (e.g., must practice under supervision), ordering the practitioner to complete specialized programs/ courses, imposing fines and ordering the physical therapists to pay disciplinary hearing costs, and license suspension or termination. The Colleges does not have the authority to compensate the complainant.