Complaints

The College’s complaints process is designed to protect the public by assessing and responding to complaints about the conduct of College members. For comprehensive information about the College’s complaints process, please consult the Social Work and Social Service Work Act, the professional misconduct regulation and College bylaws.

The complaints process is intended for members of the public who wish to make a complaint about the conduct of a social worker or social service worker. Social workers or social service workers wishing to report concerns relating to another College member that are not about personal services received, as well as employers and third-party service providers should refer to the information on filing a filing a report.

Before filing a complaint to the College about social work or social service work services, you may wish to discuss your concerns directly with the social worker/social service worker or the employer. This can often be the best and fastest way of resolving your concerns. If your concerns still cannot be addressed, you may wish to consider filing a complaint and are encouraged to review the College’s Guide to Complaints.

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Early Resolution Process

The College’s Early Resolution Process (ERP) is a faster way to resolve some complaints about social workers and social service workers.

ERP supports the College’s public protection mandate by helping individuals address concerns about a social worker or social service worker in a fair, practical and timely way. When a case is appropriate, ERP can help everyone focus on what is needed to resolve the concern.

Is my complaint right for ERP?

The College decides if a complaint is suitable for ERP. Complaints of a serious nature, for example allegations of sexual misconduct, will not be approved to go through the ERP. Some issues that may be suitable for ERP are:

• Minor communication concerns such as poor communication, delay in replying or unclear information.
• Concerns about access to social work or social service work records.
• Minor consent concerns, where the issue can be addressed through clarification or practice changes.
• Practice management concerns, such as appointment booking, cancelled appointments or delays.
• Some fee or refund concerns, such as a late refund.

Why consider ERP?

ERP may be a good option if you want your concern addressed sooner. The complaints process can take up to a year whereas ERP can take a few weeks.  Additionally, the Complaints Committee is limited in what actions they can take.  ERP provides the opportunity to achieve outcomes that may be beyond what the Complaints Committee can provide.

• It is faster than the complaints process.
• It can lead to a practical outcome, such as an explanation, apology, refund, access to personal records, review of standards or a plan to do things differently.
• It gives the complainant a voice in the possible resolution.
• It can reduce stress and delay for everyone involved.
• It keeps the focus on public protection and safe, ethical practice. The goal of the complaints process is ultimately remediation.

How ERP works

1. The College reviews the complaint to decide if ERP may be appropriate.
2. If the case may be suitable, College staff contact the complainant and the registrant to explain ERP.
3. ERP is voluntary. Both people must agree to take part.
4. College staff will work with each party independently to discuss possible ways to resolve the concern.
5. If everyone agrees on a resolution, the complainant withdraws the complaint and the process is completed.
6. If ERP does not resolve the concern, the complaint may continue through the complaints process.

Important considerations

• The College keeps information about the ERP on file.
• If ERP is not successful, the complaint may continue through the complaints process, subject to meeting prescribed preliminary requirements. Visit the Complaints Guide webpage for more information about the complaints process.

How can I use ERP in addressing my concern?

When speaking with Professional Conduct staff, please ask if your case may be suitable for ERP.  For more information or questions about ERP, email investigations@ocswssw.org.