The Complaints Process
The College is dedicated to protecting the public interest. In fulfilling this mandate, the College oversees the professional conduct of Ontario veterinarians. The College receives, investigates, and acts upon complaints made against its licensed veterinarians. The Investigations and Hearings team is available to assist both complainants and veterinarians with any questions you may have about the process.
Before you file a complaint, contact complaints@cvo.org or call (519) 824-5600/1-800-424-2856 extension 2403. Hours: 8:30 am to 4:30 pm Monday to Thursday and 8:30 am to 4 pm Friday.
Fact Sheet
The College's fact sheet provides a summary of answers to frequently asked questions about the complaints process.
Complaint process flowchart
A graphic provides a brief overview of the steps in the complaints process.
We appreciate how important it is for you to understand our complaints process while considering filing a complaint against a licensed veterinarian. If you have any questions, please contact our team.
(519) 824-5600/1-800-424-2856 ext. 2403
Voicemails and email messages are monitored during regular business hours.
We can assist you with:
- Understanding the various steps of the complaints process,
- Specific case-related information or status,
- Knowing what you can expect as possible outcomes,
- Information about current timelines, and
- Answers to your questions when your case is active.
We cannot provide:
- Legal advice or legal opinion,
- Medical advice or medical opinion, or
- Opinion about the conduct of a veterinarian as it relates to a complaint.
A complaint is submitted in writing and includes the following:
- Name(s) of the veterinarian(s) & veterinary facility(ies)
- Details of the complaint, including date of incident, name & species of the animal, supporting documentation (ie. photographs, audio or video recordings)
- Names and contact information for anyone who could provide further information (ie. mailing address, phone numbers, e-mail addresses)
- Contact information for the person filing the complaint
The complaint is submitted in writing to:
College of Veterinarians of Ontario
2-71 Hanlon Creek Blvd., Guelph, Ontario N1C 0B1
complaints@cvo.org
fax to: 519-824-6497/1-888-662-9479
The Complaints Committee consists of up to 10 members, including nine veterinarians and one public member who is appointed by the provincial government. To review complaints, usually five or six members of the committee meet as a panel.
After reviewing the case, the Committee may decide it:
- has no concerns with the member’s conduct and will take no further action.
- has some concerns with the member’s conduct and the member is provided with advice and/or education.
- has very serious concerns and refers the case for a hearing with the Discipline Committee.
- views the complaint as frivolous, vexatious, made in bad faith or otherwise an abuse of process.
The College provides the veterinarian with a copy of the complaint. The individual filing the complaint receives a summary for verification. The College asks the veterinarian to respond to the complaint with a written explanation, relevant medical records, x-rays, logs, etc. The College provides the complainant with a copy of the veterinarian’s response and an opportunity to respond to the veterinarian’s explanation.
Each complaint is reviewed by College staff and, when appropriate, attempts may be made to resolve the concerns through mediation. If mediation is not successful or appropriate, the matter is reviewed by the Complaints Committee.
