One of the Ontario College of Pharmacist's key roles is to ensure that all members provide every Ontario patient with high quality, ethical care. However, if you are concerned about the way a member has treated you, we’d like to hear from you…

What you should do if you are not satisfied with the care you received from a member:
We encourage you to first discuss the problem directly with the member. If you are not comfortable talking about your concerns with the member, every pharmacy has a Designated Manager who is responsible for the systems and procedures of the pharmacy and would address your issues with you. If you still have concerns, please contact us. You can discuss your issues in confidence with experienced College staff.

How to contact the College:
Ontario College of Pharmacists
483 Huron StreetToronto, ON M5R 2R4
Attention: Investigations and Resolutions
Phone: (416) 847-8226
Toll-free: 1-800-220-1921 ext. 2226
Fax: (416) 847-8291

Making a Report to the College:
Information can be provided to the College as a written report of a concern or an incident involving a member of the College. When you make a report to the College outlining your concerns, you must provide sufficient information about the matter so that the College is able to act on the information provided. This would include, your name, the name of the member(s) you have concerns about, their place(s) of practice and as much detail as you have around the particular practices or incidents you are reporting.

Making a report to the College is different than filing a complaint in that you are not a party to the College’s process after you have provided your report and, other than providing a statement to an agent of the College, you will not be informed of the action the College took towards the matter.

An exception to this is when the College’s actions result in a referral of specified allegations of professional misconduct and or incompetence against a member to the Discipline Committee. In this instance, you may be called upon to serve as a witness at a disciplinary hearing.
Another difference between filing a complaint and making a report to the College is that, because you are not a party to the matter, you have no ability to appeal the College’s decision.

Investigations of information which come to the College’s attention as a report can be broader than investigations initiated pursuant to the filing of a complaint.

How to file a complaint:
If you decide to make a formal complaint, you are required to submit your complaint to us in writing. We will need to have the following information: a clear statement that you are submitting a complaint

• as much detail as possible about your concerns and the person that you are complaining about
• the names and contact information of other health-care practitioners or other persons that may have relevant information
• your daytime phone number and your mailing address