Complaint Process

Complaints Process and Mandate
What should I do with a problem with my denturist?
How do I make a complaint?
Is there a time limit for making a complaint?
Who deals with the complaints?
How does the process begin?
How will the Committee deal with my complaint?
Can the Committee award money or damages?

Complaints Process and Mandate

Print Version

THE COLLEGE OF DENTURISTS OF ONTARIO (CDO) is one of Ontario’s 21 self-governing health-care regulatory colleges and operates under the Regulated Health Professions Act 1991, legislation which sets out the processes that must be used in dealing with the investigation of complaints.

The CDO has a formal complaints process which gives everyone the right to have their complaint investigated by the Complaints Committee. Each step of the process is designed to ensure fairness to both the person filing the complaint, and the denturist who is named in the complaint. Every complaint that is received by the College is thoroughly and objectively investigated to determine if there is any evidence of professional misconduct, incompetence or incapacity.

What should I do with a problem with my denturist?

Before you make a formal complaint to the College about unsatisfactory dental care, it is highly recommended you discuss your concerns directly with your denturist. If you are unsure of the quality or appropriateness of care a patient has a right to expect from a denturist, you can contact the College.

How do I make a complaint?

A formal complaint must be sent to us in writing, by e-mail, surface mail, or on audio or videotape. We cannot accept a complaint by telephone.

We will require the following information:

• a clear statement that you are submitting a complaint;
• your mailing address and telephone contact info;
• the full name of the denturist;
• as much detail as possible about your concerns;
• type of complaint (denture problem, conduct problem, other)
• type of denture (full/partial/both, upper/lower/ both)
• the names of other denturists, health-care practitioners or persons that may have relevant information;

Once we have received a formal complaint, we will forward a letter acknowledging receipt of your formal complaint.

Is there a time limit for making a complaint?

While there is not typically a time limit on complaints, the College recognizes the diverse nature of complaints and maintains that certain complaints must be made within a reasonable time frame.

Who deals with the complaints?

The Complaints Committee will consider your complaint. The Committee consists of two denturists who are elected to Council, one denturist who is appointed by Council and two public representatives appointed by the provincial government.

How does the process begin?

When the College receives your complaint, a copy is forwarded to the denturist. Then the denturist has 30 days to submit a written response to the College. The complainant usually has an opportunity to review the denturist’s response. Your name and the nature of your complaint will be shared with the denturist, unless there is a question of personal safety or risk involved.

How will the Committee deal with my complaint?

There are a number of options available to the Complaints Committee under the Regulated Health Professions Act, 1991 (RHPA) including: 

• Taking no further action regarding the complaint.
 
• Requiring the denturist to appear before the panel to be cautioned.
• Referring specified allegations of professional misconduct or incompetence to the Discipline Committee.
• Referring the denturist to the Executive Committee for Incapacity Proceedings.
• Taking such other action that the panel considers appropriate.

Can the Committee award money or damages?

The law governing health professions only permits the Complaints Committee to make a decision about the denturist’s conduct and actions. The Committee cannot award compensation of any kind. Only the courts have that authority. If you are considering suing your denturist for compensation, be aware that there is a time limit for civil litigation. Your legal advisor can answer any questions that you might have about your rights to sue a denturist.