Concerns & Complaints about a Physiotherapist

What we can consider

We review concerns about physiotherapists in Nova Scotia when they involve:

• Serious problems with professional behaviour,
• Behaviour that harms trust in the profession,
• Unsafe or poor-quality care, or
• A physiotherapist’s ability to practise safely.

If your concern is mainly about access to care, fees, or customer service, we may refer you to the clinic, an insurance provider, or another organization better able to help.

You may ask to withdraw your complaint at any time. However, we may continue to review it if this is needed to protect the public.

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How to file

1. Complete the Complaint Form and Consent Form (online or printable).
2. Tell us who, what, where/when, any witnesses, and attach supporting documents (emails, records, photos).
3. Submit by secure upload, email, mail, or in person. See Contact us.
4. Ask for language supports or accessibility accommodations if you need them.

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Timelines & communication

• Acknowledge within 5 days.
• Initial screening decision within 30–45 days where possible.
• Status updates at least every 60 days during investigations.

Complex matters can take longer, especially those involving multiple witnesses, experts, or a hearing.

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Registrar screening

Each complaint is first reviewed by the registrar or a delegate. Early outcomes may include:

• Dismissal - The complaint may be closed if it is outside our role, not supported by information, clearly unfair or abusive, or would not raise a conduct issue or improve public protection.
• Informal resolution - Where appropriate, we may try to resolve the concern without a formal process.
• Another dispute‑resolution option - In some cases, another way of resolving the issue may be used.
• Investigation - We may gather more information to better understand the concern.
• Fitness‑to‑practise - if the main concern is about the physiotherapist’s health or ability to practise safely, and they agree, we may use a separate health-focused process.
• Resignation - In limited cases, the physiotherapist may resign as part of resolving the matter.

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Investigation

If we investigate a complaint, we may ask you, the physiotherapist, or others to share information or take part in an interview. The physiotherapist will see the concerns and have a chance to respond. If other related issues come up, we may review those as well.

When the investigation is finished, the registrar decides what happens next. This may include closing the complaint, trying to resolve it informally, using a health-focused process (with the physiotherapist’s agreement), accepting a resignation, or referring the matter to the Complaints Committee.

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Urgent public‑protection measures

If there appears to be immediate risk of harm, the Complaints Committee can temporarily restrict or suspend a licence while the case proceeds. The physiotherapist is notified and can meet with the committee quickly to respond.

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Complaints Committee outcomes

Possible outcomes may include:

• Dismissal - The complaint is closed, and reasons are provided.
• Informal resolution - The matter is resolved without a formal hearing. This may include resignation.
• Alternative dispute resolution - In some cases, another approved way of resolving the issue may be used.
• Caution - The physiotherapist receives a formal warning.
• Reprimand - The physiotherapist receives a formal reprimand, with their consent.
• Conditions or restrictions on practice - Limits may be placed on how the physiotherapist practises, with their consent.
• Referral to a formal hearing - The matter is sent to the Professional Conduct Committee for a hearing.

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Formal hearing (Professional Conduct Committee)

A hearing is held by a panel of at least three people. The panel includes at least one public member. The Complaints Committee refers cases to this panel when a formal hearing is needed.

Public or private?

Hearings are usually open to the public. In some cases, the panel may limit what can be shared to protect private information, safety, or the fairness of the process. We post notice of scheduled hearings on our website.

Fair process

The physiotherapist has the right to:

• Be told about the concerns,
• See the information being used,
• Have a representative,
• Share their side of the story, and
• Ask questions of witnesses.

Witnesses give their evidence under oath or affirmation.

Decisions & Outcomes

The panel provides written reasons for its decision. If the concerns are proven, possible outcomes may include:

• Loss of licence,
• Temporary suspension,
• Limits or conditions on practice,
• A reprimand,
• Required education, treatment, or counselling, or
• Fines (where allowed).

Some decisions are published to help protect the public. In some cases, limits apply to what can be shared.

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FAQs

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• Complaint Form
• Consent Form
• Disciplinary Decisions / Publications

Contact Us

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