British Columbia · College of Complementary Health Professionals of BC

How to Respond to a CCHPBC Complaint

A letter from the College of Complementary Health Professionals of BC is an unsettling thing to open, and the ground has recently shifted: since 1 April 2026 the complaints and discipline process runs under British Columbia’s new Health Professions and Occupations Act. The single most important change is that the College investigates but no longer decides discipline — that now sits with an independent body. Understanding the new path changes how you should respond.

A new Act, and why it matters

British Columbia has modernised how its health professions are regulated. Since 1 April 2026 the Health Professions and Occupations Act (the HPOA) has governed complaints, investigations and discipline, replacing the former Health Professions Act. Under the new framework you are a “licensee” holding a licence, and the College of Complementary Health Professionals of BC (CCHPBC) — formed in June 2024 from four legacy colleges — regulates chiropractors alongside massage therapists, naturopathic physicians and traditional Chinese medicine practitioners. Much of what you may have read about the old process is now out of date, so it is worth being clear about how the current system actually works.

A complaint is not a finding

Anyone can file a written complaint with the College — a patient, a family member, another professional, or a member of the public — and licensees themselves have duties to report peers in certain circumstances. A complaint being opened tells you nothing about the outcome. The College reviews concerns about conduct, communication, consent, boundaries and the standard of care, and most complaints resolve without a discipline hearing. What the letter requires is a considered, timely, written response — not panic, and above all not the two moves that make matters worse: editing the record or contacting the person who complained.

How the College screens and streams a complaint

Complaints go first to the Registrar, who reviews them and refers matters on unless a complaint is trivial, frivolous, vexatious, made in bad faith, or lacks the gravity to warrant an investigation. From there the College decides how to handle it. Under the HPOA the recognised paths include: dismissal, where there is not enough to assess or the concern is outside the College’s role; an early or agreed resolution, where a concern can be addressed without a formal investigation; a formal investigation, where more information is needed; and orders to address concerns about your practice, which in more serious cases move into the discipline process. Knowing which stream you are in tells you what is at stake.

Will the complainant’s identity be shared?

In most cases the information you provide will be shared with the complainant and, importantly, the complainant’s identity and concern will normally be shared with you — the process is designed to be transparent and fair to both sides. A complainant can apply for an identity protection order in limited circumstances, but these are not automatic. In practice you will usually know who has complained and exactly what is alleged, which is what allows you to respond specifically and on the record.

What a strong response looks like

Your written response is your opportunity to put your account and your reasoning in front of the College. A strong one is measured and specific: it addresses each concern, explains your clinical reasoning at the time rather than with hindsight, and references the relevant standards — the College’s professional and ethical standards and the clinical practice standard for chiropractic. Enclose the patient record and any other relevant documents. Avoid defensiveness, avoid blaming the patient, and do not overstate; a response that reads as evasive does more damage than the original concern. Because inadequate or unsigned records are a recurring problem the College sees, the quality of your documentation often matters as much as the substance of the complaint.

Interim action before any finding

Where a licensee’s conduct may pose a risk to the public, the College can impose a summary protection order during the process — limits or conditions on your practice, or a suspension — before any final decision is made. This is a precaution, not a finding. But it carries real consequences: summary protection orders are published on your profile, so the reputational effect can arrive before the matter is resolved. If one is proposed or imposed, this is the point at which representation matters most, and the Act provides a route to seek reconsideration of the order.

Who decides discipline now

This is the defining change under the HPOA. The College still handles intake and investigation, but it no longer determines disciplinary outcomes. Contested and serious matters are decided by an independent discipline process — a Director of Discipline and a discipline panel drawn from outside the College and housed within the Health Professions and Occupations Regulatory Oversight Office. The panel includes a licensee, a member of the public and a specialist in the area of concern, and the College’s role is to enforce whatever the panel orders. The HPOA also narrows the court appeal routes that existed under the old Act, which is a further reason to take advice early.

This guide is general information about the College of Complementary Health Professionals of BC (CCHPBC) complaints, investigation and remediation process. It is not legal advice and does not create a professional relationship. For advice on your own situation, contact your professional liability insurer or a lawyer who practises regulatory or health law. Last updated July 15, 2026.