Concerns and Complaints Processes: Oral Health Professional FAQs

There are proactive steps you can take to help you avoid being the subject of a concern or complaint. Learn more about preventing concerns or complaints before they happen: How to Avoid Concerns or Complaints (PDF).

Chances are that you will get a concern or complaint at some point in your career. Learn about the important steps you can take to help you deal with a concern or complaint (PDF).

The oral health professional is expected to cooperate with the process. You will be asked to provide a written response, including information specific to the concern(s). 

Patients own the information contained in their patient chart and have the right by law to access a copy of their complete dental record. You are obligated to provide copies of what the patient has requested, including radiographs, study models and photographs. Dental offices may charge a reasonable fee to cover the cost of duplicating the records.

Patient records must also be provided if another dental office requests them. The originating oral health professional has the option to provide a complete copy of the records or send the originals to the new office with a request that the records be copied and returned. It is important for the originating dentist to keep a copy of the patient records. Not only is this required by law, but complete records can also protect oral health professionals if a complaint is launched against them in future.

For more information about the ownership, transfer and retention of dental records, please see BCCOHP’s Dental Recordkeeping Guidelines.

The same investigation and discipline processes apply to all oral health professionals (dentists, dental therapists and CDAs, dental hygienists, dental technicians and denturists). 

You can expect BCCOHP to reach out to discuss and share the concern or complaint with you to have a conversation about how your practices and conduct align with the BCCOHP’s Standards. You will have an opportunity to share your input and work towards a resolution.

Should the concern proceed to the investigation process, you will be asked to provide sufficient information to support the investigation of the complaint matter.

Once the investigation is complete, the Inquiry Committee receives the investigation report and determines an appropriate outcome based on an assessment of risk to the public, which may range from: no further action, practice advice, a consensual agreement to take courses to improve skills, or other directed education which may include a case review or mentorship with another oral health professional. Complaints which include more serious matters may result in a citation (notice of hearing) being issued against the oral health professional.

While BCCOHP makes every effort to ensure concerns and complaints are kept confidential, it cannot guarantee confidentiality. Our records are subject to the provisions of the Freedom of Information and Protection of Privacy Act and may be disclosed to other persons whose interests may be affected. Note that if a complaint results in disciplinary action being taken, the outcome may become public. Read our Complaints and Discipline Publication Policy for more information.

If a member of public applies to the Health Professions Review Board (the HPRB) for a review of BCCOHP’s investigation and/or disposition, the member of public will usually receive a complete copy of the investigation record, although BCCOHP may apply to withhold or redact confidential information from the member of public. Note that reviews the HPRB only applies to formal complaints and does not apply to concerns that are not under investigation.

A copy of the response a oral health professional provides to a complaint will, in most cases, be provided to the member of public.

Under the Health Professions Act, any information or documents that a member of public receives from BCCOHP during a complaint investigation must be kept private and cannot be used for any other purpose, including legal proceedings.

Under the Health Professions Act, BCCOHP publishes disciplinary outcomes that resolve citations or when the complaint involves a serious matter.  Generally, the name of the oral health professional is published.  The identity of the member of public is not disclosed.

Outcome of collaborative resolutions remain confidential between the involved parties.

BCCOHP regulates oral health professionals’ practice and conduct. For information related to your professional liability insurance, please check with your professional association and/or insurance company.