According to the Health Disciplines Act, upon receipt of a complaint:
- The Registrar may conduct an investigation or appoint an investigator to undertake a formal investigation;
- The investigator meets with the complainant and the practitioner to determine the specifics of the complaint, collect any records and evidence and meet with others identified through the course of the investigation. Investigated practitioners are entitled to know the nature of the complaint made against them and the name of the complainant.
- A preliminary report is prepared and received by the Complaints Director and/or Chair of the Professional Conduct Committee and reviewed for evidence of professional misconduct or unskilled practice. It is then determined whether the complaint should be dismissed or referred to a hearing.