The Complaints Process
When a complaint is received the College will:
- Acknowledge receipt of the complaint and send out letter of confirmation.
- If applicable, request the member to submit the original patient file to the College.
- Send a written notice of the complaint to the member, together with a copy of all or part of the letter of complaint, so that the member can provide a response.
- Provide the member’s response to the complainant for additional comments.
Once all of the initial documentation has been collected from all parties involved in the complaint, the matter is referred to a Panel of Inquiries, Complaint and Reports Committee (ICRC), which consists of naturopathic doctors and appointed public members, who will initiate and investigation into the matter. The investigation may include interviewing parties or witnesses, appointing an investigator to obtain records, collecting any relevant documentation.
As part of the investigation process the patient's personal health information may be obtained by the College. According to Section 43 (1)(b) of Personal Health Information Protection Act, 2004 (PHIPA) NDs are permitted to disclose personal health information about an individual to the College for the purpose of the administration or enforcement of the Regulated Health Professions Act, 1991.
College staff are not members of the ICRC, so are not part of this body’s decisions.