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.
A Complaint has been Filed
The College notifies a veterinarian when a complaint has been received about their conduct.
Anyone who believes a veterinarian has not acted or treated them professionally can submit a complaint to the College.
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.
Understanding the Complaints Process
We understand that receiving a complaint can be difficult, and that can make navigating the complaints process challenging. Our Investigations & Hearings Navigator is here to assist you with understanding the process better. After you have had the opportunity to review the complaint copy as notified by the College, please contact our Navigator. They will set up a time (that works for you) for a phone call to take you through the process and answer your questions..
Here are some ways you can contact our Navigator:
Email: navigator@cvo.org
Phone: (519) 824-5600/1-800-424-2856 ext. 2264
Any voicemails and email messages are monitored during regular business hours, and our Navigator will respond within 2 business days.
Our Navigator is here to assist you with:
- Understanding the various steps of the complaints process,
- Knowing what you can expect as possible outcomes from the process,
- More information about current timelines, and
- Any other questions about the process at any time during when your case is active.
Please remember that our Navigator cannot provide:
- Specific case-related information or status,
- Legal advice or legal opinion,
- Medical advice or medical opinion,
- Opinion about the conduct of a veterinarian as it relates to a complaint.
If you have any specific questions about your case, including case status, please write to us at complaints@cvo.org or call 1-800-424-2856.
The Complaints Committee
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.