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Information for the Public

Mediated Resolutions Programs

The College offers a voluntary and confidential program to resolve certain complaints. The Mediated Resolutions Program (MRP) provides an alternative means of resolving disputes through negotiation.

The goal of the MRP is to resolve complaints in a manner that protects public interest while giving all parties the opportunity to participate in seeking a positive and constructive resolution. This approach focuses on quality improvement and education, not punishment. An independent facilitator works with both parties involved to reach a mutually agreeable settlement.

With the consent of participants, this process is useful to resolve complaints involving miscommunication or inappropriate remarks and/or minor standards issues.

While MRP offers an opportunity for you and your veterinarian to resolve the issue, MRP is not suitable for all complaints. The College Registrar identifies cases which are appropriate for MRP. Those involving misuse of controlled drugs, fraud, animal abuse, misrepresentation, sexual impropriety or falsification of records will go to the Complaints Committee for decision. Cases involving a licensee who has been subject to more than one similar complaint or discipline finding will also be dealt with by the Committee. When an agreement has been reached, it must be accepted by the College’s Complaints Committee. If for some reason, the parties do not reach a negotiated settlement, the complaint will continue through the traditional complaints process.

This voluntary resolutions process ultimately helps to promote quality veterinary practice. The veterinarian and the client have input into the process which is intended to lead to greater satisfaction for both parties with the results.

What happens next?

  1. complaint selected for Mediated Resolutions Program by the College Registrar in accordance with the criteria
  2. consent obtained from both parties to participate in a mediated process
  3. a mediator is appointed
  4. mediator talks to all parties to clarify process and confirm the issues for resolution
  5. mediator determines best method for engaged resolution – a teleconference, face-to-face, etc.
  6. mediation
  7. joint resolution reached and submitted to the Complaints Committee for consideration
  8. resolution approved by the Committee and implemented