Complaints or concerns about an occupational therapist
When you visit an occupational therapist, you have the right to receive safe, ethical, quality care. If they’re not, the public has the right to complain about regulated health care professionals and there is a process in place for filing a complaint.
COTO investigates all complaints from clients or their representatives. In all investigations, our role is to protect and promote the public interest.
Our duty to respond
Under the Regulated Health Professions Act, 1991, the College has a duty to respond to complaints about the practice or conduct of members of the profession.
Among the reasons for complaints are concerns that an occupational therapist has:
- failed to communicate their role or the expected service plan clearly
- failed to obtain informed consent
- produced reports that contain inaccurate information
- failed to maintain appropriate professional boundaries
- sexually abused a client
Information about sexual abuse
COTO has a zero tolerance policy toward sexual abuse of a client. Learn more about what it is, how you can get support if it happens to you, and what the College can do about it.
Reporting concerns if you are not a patient
If you have concerns about an occupational therapist and are not their client or their client’s representative, please use the Report Form to inform the College. College staff will follow up with you regarding your concerns.
The steps of the College process are listed in the Complaints Process section below. Each step is designed to be fair.
Share concerns or report information
If you wish to submit a complaint, you can do so by completing our online complaint form or you can report your concerns to the College: in writing, by telephone, by audio recording, or by video recording.
You must provide
the name of the occupational therapist you are concerned about
as much detail as possible about the nature of your concerns
your full contact information
We can help you if you are unsure of the occupational therapist’s name.
You will also be engaged in the process and notified of the outcome.
Understanding how the complaint process works
The College’s formal complaints process is designed to be fair to both the person filing the complaint and to the occupational therapist named. The occupational therapist will receive a copy of the complaint.
As part of its investigation, the College may contact you and ask that you provide additional information. The College may also obtain your clinical record relating to the occupational therapy services of concern.
See the steps below:
Review the complaints process
If you have concerns about the practice of an occupational therapist, you can contact the College’s Investigations & Resolutions Team by email or phone to discuss the matter.
Before filing, you can contact us to discuss the complaints process. Call us at 416-214-1177 or 1-800-890-6570 x220. At this point you don’t have to share your name. But if and when you decide to make a formal complaint, you will be required to identify yourself.
The online form provides space for you to describe your interaction with the occupational therapist and upload any documents you believe are relevant.
Once you submit your complaint, College staff will contact you to discuss the process and obtain any necessary additional details.
How the College makes decisions about complaints
All complaints against OTs are addressed by our Inquiries, Complaints and Reports Committee (ICRC). Learn how they make their decisions about an OT’s conduct or practice.
Related resources
Next steps and contacts
Questions about our complaint process?
See our Frequently Asked Questions to learn more about the complaints process.
Need accommodations?
To see how we can help you, please contact our Investigations & Resolutions team.
Toronto: 416-214-1177 x220
Toll-free: 1-800-890-6570 x220
Get in touch
In addition to providing resources, we’re here to answer any questions you may have.