{"id":31337,"date":"2026-07-24T22:29:00","date_gmt":"2026-07-24T22:29:00","guid":{"rendered":"https:\/\/healthcareethicscourses.com\/can\/?page_id=31337"},"modified":"2026-07-25T00:20:22","modified_gmt":"2026-07-25T00:20:22","slug":"how-to-respond-to-a-cpsm-complaint","status":"publish","type":"page","link":"https:\/\/healthcareethicscourses.com\/can\/how-to-respond-to-a-cpsm-complaint\/","title":{"rendered":"How to respond to a CPSM complaint"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"31337\" class=\"elementor elementor-31337\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-be5c56f e-flex e-con-boxed e-con e-parent\" data-id=\"be5c56f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4c58f22 elementor-widget elementor-widget-html\" data-id=\"4c58f22\" data-element_type=\"widget\" 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h2{margin-top:0;font-size:22px}\r\n.hec-canart .nextset a{display:block;padding:11px 0;font-weight:500;border-bottom:1px solid var(--line)}\r\n.hec-canart .faq{margin:40px 0}\r\n.hec-canart .faq details{border-bottom:1px solid var(--line);padding:2px 0}\r\n.hec-canart .faq summary{cursor:pointer;padding:14px 0;font-weight:700;color:var(--navy);font-size:16px;list-style:none;position:relative;padding-right:28px}\r\n.hec-canart .faq summary::-webkit-details-marker{display:none}\r\n.hec-canart .faq summary:after{content:\"+\";position:absolute;right:4px;top:12px;color:var(--red);font-size:20px;font-weight:400}\r\n.hec-canart .faq details[open] summary:after{content:\"\\2212\"}\r\n.hec-canart .faq details p{margin:0 0 15px;color:var(--ink);font-size:16px}\r\n.hec-canart .disc{margin:38px 0 0;padding:18px 20px;background:var(--paper);border:1px solid var(--line);border-radius:8px;font-size:13px;line-height:1.6;color:var(--muted)}\r\n@media(max-width:600px){.hec-canart{font-size:16px;padding:8px 16px 40px}.hec-canart h1{font-size:30px}.hec-canart h2{font-size:23px}.hec-canart .lede{font-size:18px}}\r\n<\/style>\r\n<article class=\"hec-canart\">\r\n\r\n  <nav class=\"crumb\"><a href=\"https:\/\/healthcareethicscourses.com\/can\/knowledge-support\/\">Knowledge &amp; Support<\/a><span>\/<\/span><a href=\"https:\/\/healthcareethicscourses.com\/can\/knowledge-support\/doctors\/manitoba\/\">Doctors &mdash; Manitoba<\/a><span>\/<\/span>How to respond to a CPSM complaint<\/nav>\r\n\r\n  <p class=\"eyebrow\">Manitoba &middot; College of Physicians and Surgeons of Manitoba<\/p>\r\n  <h1>How to respond to a CPSM complaint<\/h1>\r\n  <div class=\"meta\"><b>9 min read<\/b><span>Last updated July 14, 2026<\/span><\/div>\r\n\r\n  <p class=\"lede\">Your written response is the single most important document in a CPSM complaint. It is usually due within <strong>30 days<\/strong>, it is the only account the committee will have from you, and in most cases the matter is decided on the paper record without you ever appearing.<\/p>\r\n\r\n  <div class=\"callout\"><b>Do this first: call the CMPA before you write a word.<\/b> Do not reply to CPSM directly, do not contact the complainant, and do not alter or add to the record. Ask the CMPA to assign assistance, request the complete complaint material, then draft your response with that support and to the 30-day deadline.<\/div>\r\n\r\n  <h2>Who CPSM regulates, and under what law<\/h2>\r\n  <p>The College of Physicians and Surgeons of Manitoba regulates physicians, residents, physician assistants, clinical assistants and medical students &mdash; anyone holding a <strong>certificate of practice<\/strong> in the province. The governing statute is <strong>The Regulated Health Professions Act (RHPA), CCSM c. R117<\/strong>, supported by CPSM by-laws, the <strong>Standards of Practice of Medicine<\/strong> and the <strong>CMA Code of Ethics and Professionalism<\/strong>.<\/p>\r\n  <p>Note the vocabulary, because it matters when you write: in Manitoba you hold a certificate of practice and you are a <strong>registrant<\/strong>. CPSM has no jurisdiction over other health professionals, or over doctors registered in other provinces.<\/p>\r\n  <h2>Triage: the four routes a complaint can take<\/h2>\r\n  <p>Complaints must be in writing. The Registrar reviews and triages each one into one of four routes, and which route you are on shapes everything that follows:<\/p>\r\n  <ul>\r\n    <li><strong>Facilitated communication<\/strong> &mdash; resolution between you and the complainant, for lower-level concerns.<\/li>\r\n    <li><strong>The Complaints Committee<\/strong> &mdash; review of the matter, with power to resolve it informally.<\/li>\r\n    <li><strong>The Investigation Committee<\/strong> &mdash; the serious route: complex care, a death, or a possible breach of fundamental ethical obligations.<\/li>\r\n    <li><strong>Dismissal<\/strong> &mdash; where the complaint is trivial, vexatious or cannot be sustained under the RHPA.<\/li>\r\n  <\/ul>\r\n  <p>You do not get to choose. A dissatisfied complainant can push a Complaints Committee matter up to the Investigation Committee, but <strong>a physician cannot request that referral<\/strong> &mdash; the RHPA does not provide for it.<\/p>\r\n  <h2>The 30-day written response<\/h2>\r\n  <p>The complaint is sent to you and <strong>you are required to respond in writing, normally within 30 days<\/strong>. This is not optional and it is not a formality. In the ordinary case the committee decides on the documents: the complaint, your response, the clinical record and any expert opinion. There is no hearing at this stage and no chance to explain yourself in person.<\/p>\r\n  <p>So the response has to do all the work. Answer every allegation specifically, anchor each answer in the contemporaneous record, and explain your clinical reasoning at the time &mdash; not your reasoning with hindsight.<\/p>\r\n  <h2>What a strong response looks like<\/h2>\r\n  <ul>\r\n    <li><strong>Answer each point in turn.<\/strong> An unanswered allegation reads as a conceded one.<\/li>\r\n    <li><strong>Ground it in the record.<\/strong> Quote your notes; attach the relevant chart entries, results and correspondence.<\/li>\r\n    <li><strong>Explain the reasoning, not just the outcome.<\/strong> The committee is assessing whether your care and conduct met the expected standard, not whether the result was unhappy.<\/li>\r\n    <li><strong>Show insight where something did fall short.<\/strong> Acknowledge it plainly, say what has changed, and evidence it. Defensiveness about an obvious failing costs you more than the failing.<\/li>\r\n    <li><strong>Keep the tone measured.<\/strong> Never disparage the patient. Incivility toward a complainant or a colleague is itself a professionalism concern.<\/li>\r\n    <li><strong>Do not rewrite history.<\/strong> Retrospective additions to a record are discovered, and they turn a care complaint into a probity case.<\/li>\r\n  <\/ul>\r\n  <h2>Access to the clinical record<\/h2>\r\n  <p>Do not withhold the chart. CPSM has statutory authority to obtain the medical information it needs for an investigation, and its ability to do so does not depend on the patient consenting. Your obligation is to co-operate with the regulator; obstruction or an incomplete disclosure is a separate and far more serious matter than the complaint that started it.<\/p>\r\n  <h2>Can CPSM restrict my practice while this is going on?<\/h2>\r\n  <p>Yes, but it is rare. Under <strong>subsection 110(1) of the RHPA<\/strong>, the Investigation Committee (or its Chair) can impose an <strong>interim suspension or conditions on your certificate of practice during the investigation<\/strong>, where that is necessary to protect the public from exposure to serious risk. Where interim action is taken you are entitled to notice of it. If you receive any indication that interim action is being considered, treat it as an emergency and get the CMPA and counsel involved that day.<\/p>\r\n  <h2>Is the complaint public?<\/h2>\r\n  <p>Not at this stage. <strong>Decisions of the Complaints Committee and the Investigation Committee are not published.<\/strong> Only formal discipline is made public: a <strong>censure<\/strong>, or an Inquiry Panel decision. Those are posted on the CPSM website and remain there for ten years.<\/p>\r\n  <p>There is one thing to be aware of, however. Decisions from the past ten years are referenced on any <strong>Certificate of Professional Conduct<\/strong> you later request &mdash; the document you will need if you apply to practise in another province or to a prospective employer. A matter that is not published is not therefore a matter without consequences.<\/p>\r\n  <h2>How long it takes<\/h2>\r\n  <p>CPSM does not publish a statutory disposal deadline for complaints. Realistically, <strong>completing the process takes several months<\/strong>, and longer where an external expert opinion is required. Use the time: this is the period in which you can build the remediation record that changes what the committee decides.<\/p>\r\n\r\n  <section class=\"kt\">\r\n    <h2>Key takeaways<\/h2>\r\n    <ul>\r\n    <li>CPSM regulates under <strong>The Regulated Health Professions Act<\/strong>; you hold a <strong>certificate of practice<\/strong> as a registrant.<\/li>\r\n    <li>The Registrar <strong>triages<\/strong> every complaint into one of four routes &mdash; facilitated resolution, the Complaints Committee, the Investigation Committee, or dismissal.<\/li>\r\n    <li>You must respond <strong>in writing, normally within 30 days<\/strong>. The matter is usually decided on the paper record, so the response is your case.<\/li>\r\n    <li>Call the <strong>CMPA before you draft<\/strong>. Do not contact the complainant, and never add to the clinical record after the fact.<\/li>\r\n    <li>Under <strong>s.110(1) RHPA<\/strong>, CPSM can impose interim conditions or suspension during an investigation where the public faces serious risk.<\/li>\r\n    <li>Complaints and Investigation Committee decisions are <strong>not published<\/strong>, but they appear on a Certificate of Professional Conduct for ten years.<\/li>\r\n    <\/ul>\r\n  <\/section>\r\n\r\n  <section class=\"courses\">\r\n    <h2>Related courses<\/h2>\r\n    <p>Structured CPD you can complete now and put in front of the committee as evidence of insight.<\/p>\r\n  <a class=\"card\" href=\"https:\/\/healthcareethicscourses.com\/can\/courses\/dealing-with-a-complaint-or-investigation-professionally\/\"><b>Dealing with a Complaint or Investigation Professionally<\/b><span>How to engage a regulator without damaging your own position.<\/span><\/a>\r\n  <a class=\"card\" href=\"https:\/\/healthcareethicscourses.com\/can\/courses\/documentation-for-healthcare-professionals\/\"><b>Documentation for Healthcare Professionals<\/b><span>Records win or lose complaints. What contemporaneous notes must show.<\/span><\/a>\r\n  <a class=\"card\" href=\"https:\/\/healthcareethicscourses.com\/can\/courses\/effective-communication-for-healthcare-professionals\/\"><b>Effective Communication for Healthcare Professionals<\/b><span>Most CPSM complaints begin with a communication breakdown, not a clinical error.<\/span><\/a>\r\n  <a class=\"card\" href=\"https:\/\/healthcareethicscourses.com\/can\/courses\/duty-of-candour-for-healthcare-professionals\/\"><b>Duty of Candour for Healthcare Professionals<\/b><span>Disclosing harm openly, and why concealment escalates a matter to discipline.<\/span><\/a>\r\n  <\/section>\r\n\r\n  <section class=\"nextset\">\r\n    <h2>Continue reading<\/h2>\r\n  <a href=\"https:\/\/healthcareethicscourses.com\/can\/what-happens-during-a-cpsm-investigation\">What happens during a CPSM investigation?<\/a>\r\n  <a href=\"https:\/\/healthcareethicscourses.com\/can\/remediation-and-reflection-for-manitoba-doctors\">Remediation and reflection for Manitoba doctors<\/a>\r\n  <\/section>\r\n\r\n  <section class=\"faq\">\r\n    <h2>Frequently asked questions<\/h2>\r\n  <details>\r\n    <summary>How long do I have to respond to a CPSM complaint?<\/summary>\r\n    <p>You are normally required to respond in writing within 30 days of the complaint being sent to you. Contact the CMPA immediately so your response is prepared with assistance and filed on time.<\/p>\r\n  <\/details>\r\n  <details>\r\n    <summary>Will I have to appear before the committee?<\/summary>\r\n    <p>Usually not at the complaint stage. The Complaints Committee and Investigation Committee ordinarily decide on the paper record &mdash; the complaint, your written response, the clinical record and any expert opinion. That is precisely why the written response matters so much.<\/p>\r\n  <\/details>\r\n  <details>\r\n    <summary>Can I contact the patient to sort it out directly?<\/summary>\r\n    <p>No. Do not contact the complainant once a complaint is filed. Some matters are triaged to facilitated communication, but that is arranged by CPSM, not by you. Any direct approach risks being read as pressure on the complainant.<\/p>\r\n  <\/details>\r\n  <details>\r\n    <summary>Can CPSM see the chart without the patient consenting?<\/summary>\r\n    <p>Yes. CPSM has statutory authority to obtain the medical information it requires for an investigation. Withholding or curating the record is a far more serious matter than the original complaint.<\/p>\r\n  <\/details>\r\n  <details>\r\n    <summary>Will the complaint appear on my public record?<\/summary>\r\n    <p>Only formal discipline is published &mdash; a censure or an Inquiry Panel decision, which stay on the CPSM website for ten years. Complaints and Investigation Committee decisions are not published, but they are referenced on any Certificate of Professional Conduct you request within ten years.<\/p>\r\n  <\/details>\r\n  <details>\r\n    <summary>Can I ask for my case to go to the Investigation Committee?<\/summary>\r\n    <p>No. A complainant who is dissatisfied with a Complaints Committee decision can ask for referral to the Investigation Committee, but the RHPA gives physicians no equivalent right to request one.<\/p>\r\n  <\/details>\r\n  <\/section>\r\n\r\n  <p class=\"disc\">This guide is general information about the College of Physicians and Surgeons of Manitoba (CPSM) and is not legal advice. Regulatory processes turn on their facts, and the RHPA and CPSM by-laws change. Contact the CMPA before you write to CPSM, and take advice from a lawyer experienced in Manitoba regulatory matters. Healthcare Ethics Courses is an independent CPD provider and is not affiliated with CPSM. 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Some matters are triaged to facilitated communication, but that is arranged by CPSM, not by you. Any direct approach risks being read as pressure on the complainant.\"\r\n          }\r\n        },\r\n        {\r\n          \"@type\": \"Question\",\r\n          \"name\": \"Can CPSM see the chart without the patient consenting?\",\r\n          \"acceptedAnswer\": {\r\n            \"@type\": \"Answer\",\r\n            \"text\": \"Yes. CPSM has statutory authority to obtain the medical information it requires for an investigation. 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Complaints and Investigation Committee decisions are not published, but they are referenced on any Certificate of Professional Conduct you request within ten years.\"\r\n          }\r\n        },\r\n        {\r\n          \"@type\": \"Question\",\r\n          \"name\": \"Can I ask for my case to go to the Investigation Committee?\",\r\n          \"acceptedAnswer\": {\r\n            \"@type\": \"Answer\",\r\n            \"text\": \"No. A complainant who is dissatisfied with a Complaints Committee decision can ask for referral to the Investigation Committee, but the RHPA gives physicians no equivalent right to request one.\"\r\n          }\r\n        }\r\n      ]\r\n    }\r\n  ]\r\n}\r\n<\/script>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Knowledge &amp; Support\/Doctors \u2014 Manitoba\/How to respond to a CPSM complaint Manitoba \u00b7 College of Physicians and Surgeons of Manitoba [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"site-sidebar-layout":"no-sidebar","site-content-layout":"","ast-site-content-layout":"full-width-container","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-31337","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to Respond to a CPSM Complaint | Manitoba<\/title>\n<meta name=\"description\" content=\"Facing a CPSM complaint in Manitoba? 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