The Complaints Process
The College receives, investigates, and acts upon complaints made against its licensed veterinarians. The Investigations and Resolutions team can help you understand and navigate the complaints process. When appropriate, we also provide resources or direct you to other organizations who are better able to assist you.
Contact the College
Before you file submit a complaint, contact complaints@cvo.org or call (519) 824-5600/1-800-424-2856 extension 2403 during business hours. They will explain how the College can address your concerns, and how to submit a letter of complaint electronically or by mail/fax.
Fact Sheet
The Complaints Process fact sheet provides an overview of the complaints process and answers to frequently asked questions.
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. Our team is happy to assist you.
(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 how to submit a complaint and the various steps of the complaints process
- Knowing what you can expect as possible outcomes
- Information about current timelines
We cannot provide:
- Legal advice or legal opinion
- Medical advice or medical opinion
- Opinion about the conduct of a veterinarian as it relates to a complaint
Once you have discussed your concerns with our team, you may decide to submit 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 submitting the complaint
The complaint is submitted electronically. We are happy to accommodate those who may need an alternative way to submit their complaint.
complaints@cvo.org
(519) 824-5600/1-800-424-2856 ext. 2403
- The College reviews the letter of complaint and contacts you if more information is needed. You will receive a letter from the College acknowledging the complaint. The veterinarian is notified of the complaint and receives a copy.
- If appropriate, the College will suggest that the concern be resolved through the Mediated Resolutions Program (MRP). If you or the veterinarian prefer not to proceed with the MRP the complaint is investigated and reviewed by the Complaints Committee.
- The veterinarian responds to the complaint and may be asked to provide documents, such as medical records.
- The College sends the veterinarian’s response to you, and you have an opportunity to submit comments on this response.
- The College investigates further, which may include getting witness statements and other documents.
- The completed investigation is reviewed by a panel of the Committee for decision.
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 veterinarian’s conduct and will take no further action.
- has some concerns with the veterinarian’s conduct and the veterinarian 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.
