{"id":31519,"date":"2026-07-24T22:58:16","date_gmt":"2026-07-24T22:58:16","guid":{"rendered":"https:\/\/healthcareethicscourses.com\/can\/?page_id=31519"},"modified":"2026-07-25T00:52:37","modified_gmt":"2026-07-25T00:52:37","slug":"how-to-respond-to-a-sao-complaint","status":"publish","type":"page","link":"https:\/\/healthcareethicscourses.com\/can\/how-to-respond-to-a-sao-complaint\/","title":{"rendered":"How to respond to a SAO complaint"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"31519\" class=\"elementor elementor-31519\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d2e3a37 e-flex e-con-boxed e-con e-parent\" data-id=\"d2e3a37\" 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-79529c1 elementor-widget elementor-widget-html\" data-id=\"79529c1\" data-element_type=\"widget\" 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4px}\r\n.hec-canart .disc{font-size:13.5px;color:var(--muted);line-height:1.55;border-top:1px solid var(--line);padding-top:20px;margin-top:34px}\r\n@media(max-width:640px){.hec-canart{font-size:16px;padding:8px 16px 32px}.hec-canart h1{font-size:1.75rem}.hec-canart .cardgrid{grid-template-columns:1fr}}\r\n<\/style>\r\n<article class=\"hec-canart\">\r\n<nav class=\"crumb\">Knowledge &amp; Support \/ Optometrists & Opticians &mdash; Saskatchewan \/ How to respond to a SAO complaint<\/nav>\r\n<p class=\"eyebrow\">Saskatchewan &middot; SAO (optometrists) & SCO (opticians)<\/p>\r\n<h1>How to respond to a SAO complaint<\/h1>\r\n<div class=\"meta\"><b>9 min read<\/b><span>Last updated July 15, 2026<\/span><\/div>\r\n<p class=\"lede\">A complaint to the Saskatchewan Association of Optometrists is handled under The Optometry Act, 1985 and the Optometric Professional Bylaws, starting with the SAO&rsquo;s Mediation Committee. The one thing that should change how you act: your written response and your clinical record are exactly what the Committee weighs, so treat your reply as a formal document from the first line, not a quick note to clear the air.<\/p>\r\n<div class=\"callout\"><p><strong>First, check which regulator this is.<\/strong> The SAO regulates optometrists only. If you are an optician, the SAO cannot act on the complaint &mdash; opticians in Saskatchewan are regulated separately by the Saskatchewan College of Opticians under The Opticians Act. Either way, before you reply: notify your professional liability insurer, secure the record without altering it, and do not contact the person who complained.<\/p><\/div>\r\n<h2>Who regulates you: SAO or SCO<\/h2><p>The Saskatchewan Association of Optometrists (SAO) is the regulatory body for optometrists, acting under The Optometry Act, 1985. Its authority is limited to optometrists who currently or recently held a Saskatchewan licence, and it cannot deal with complaints against ophthalmologists, opticians, or other providers.<\/p><p>Opticians are a separate regulated profession, governed by the Saskatchewan College of Opticians under The Opticians Act, with its own Professional Conduct Committee and Discipline Committee. This guide follows the SAO route in detail because the title concerns a SAO complaint; where the optician process differs, it is flagged at the end.<\/p><h2>How a complaint reaches you<\/h2><p>A complaint is made in writing to the SAO. It is reviewed by the Mediation Committee, whose role is to decide whether professional misconduct or professional incompetence may have occurred and whether there has been a breach of the Act, the Bylaws, or the Standards of Practice. On the Committee&rsquo;s behalf, the SAO notifies you of the complaint and shares the relevant information with you. A complaint to the SAO is confidential and is not actionable, so the complainant cannot be sued for making it &mdash; which means you should not treat your response as the opening move in a dispute.<\/p><h2>Your first move: preserve, don&rsquo;t fix<\/h2><p>Secure a complete, unaltered copy of the patient record exactly as it stood at the time. Do not add retrospective notes to existing entries, do not &ldquo;clarify&rdquo; anything already written, and do not delete anything. If context genuinely needs adding, make a clearly dated later entry that identifies itself as such. Patient information is governed by The Health Information Protection Act, and you may disclose records to the regulator as the process requires; a file that looks edited turns a clinical complaint into a probity problem.<\/p><h2>Notify your insurer and take advice<\/h2><p>Report the complaint promptly to your professional liability insurer &mdash; for many optometrists this is the program endorsed by the Canadian Association of Optometrists, but use whichever cover you hold. For anything involving alleged dishonesty, a boundary or consent issue, serious clinical harm, or a possible criminal element, instruct a regulatory lawyer as well. Optometry has no single mandatory defence body equivalent to the physicians&rsquo; CMPA, so it is on you to engage the right help early.<\/p><h2>Writing the response the Mediation Committee will read<\/h2><p>Answer the allegation that was actually made, point by point, calmly and in a clear structure. State the facts, refer to the contemporaneous record and the relevant Standard of Practice, and where you accept something, say so plainly &mdash; unreserved acknowledgement of a genuine error reads far better than a defensive denial the file contradicts. Avoid blaming the patient, avoid speculation about their motives, and keep any disclosure of clinical information to what is necessary to answer the complaint. Keep a copy of everything and submit within the time set.<\/p><h2>What the Mediation Committee can do next<\/h2><p>The Committee may seek further information from you, from the complainant, or from witnesses, and it may engage experts such as lawyers, investigators, or accountants where a matter calls for it. From there it can resolve or close the complaint, or the matter can move up: where the Council receives a complaint or charge, it may refer it to the Discipline Committee to investigate and, if needed, hold a hearing. The companion guide on investigations explains that stage in detail.<\/p><h2>If you are an optician, not an optometrist<\/h2><p>Send nothing to the SAO &mdash; it has no jurisdiction over opticians. A complaint about an optician goes to the Saskatchewan College of Opticians, whose Professional Conduct Committee investigates under The Opticians Act and its bylaws. That committee can resolve a matter through an alternative dispute resolution process where both you and the complainant consent, or refer it to the College&rsquo;s Discipline Committee for a formal hearing. The first principles are identical: preserve the record, notify your insurer, take advice, and respond carefully and on time.<\/p>\r\n<section class=\"kt\"><h2>Key takeaways<\/h2><ul><li>The SAO regulates optometrists under The Optometry Act, 1985; it has no authority over opticians.<\/li><li>Opticians are regulated separately by the Saskatchewan College of Opticians under The Opticians Act.<\/li><li>SAO complaints are first reviewed by the Mediation Committee for possible misconduct or incompetence.<\/li><li>Your written response and your clinical record are what the Committee weighs &mdash; treat the reply as formal.<\/li><li>Secure the unaltered patient record; never edit existing entries. Records are governed by HIPA.<\/li><li>Notify your professional liability insurer before you reply, and never contact the complainant.<\/li><\/ul><\/section>\r\n<section class=\"courses\"><h2>Related courses<\/h2><div class=\"cardgrid\"><a class=\"ccard\" href=\"https:\/\/healthcareethicscourses.com\/can\/courses\/dealing-with-a-complaint-or-investigation-professionally\/\"><span class=\"ct\">Dealing with a Complaint or Investigation Professionally<\/span><span class=\"cd\">How to respond to your regulator without making the position worse.<\/span><\/a><a class=\"ccard\" href=\"https:\/\/healthcareethicscourses.com\/can\/courses\/effective-communication-for-healthcare-professionals\/\"><span class=\"ct\">Effective Communication for Healthcare Professionals<\/span><span class=\"cd\">Writing a measured, factual response that answers the complaint and reads well.<\/span><\/a><a class=\"ccard\" href=\"https:\/\/healthcareethicscourses.com\/can\/courses\/documentation-for-healthcare-professionals\/\"><span class=\"ct\">Documentation for Healthcare Professionals<\/span><span class=\"cd\">Why the contemporaneous record decides most complaints &mdash; and how to keep it defensible.<\/span><\/a><a class=\"ccard\" href=\"https:\/\/healthcareethicscourses.com\/can\/courses\/ethics-and-ethical-standards-for-optometrists-and-opticians\/\"><span class=\"ct\">Ethics and Ethical Standards for Optometrists and Opticians<\/span><span class=\"cd\">The standards the SAO and SCO measure your conduct against.<\/span><\/a><\/div><\/section>\r\n<section class=\"nextset\"><h2>Continue reading<\/h2><div class=\"nl\"><a href=\"https:\/\/healthcareethicscourses.com\/can\/what-happens-during-a-sao-investigation\">What happens during a SAO investigation?<\/a><a href=\"https:\/\/healthcareethicscourses.com\/can\/remediation-and-reflection-for-saskatchewan-optometrists-and-opticians\">Remediation and reflection for Saskatchewan optometrists and opticians<\/a><\/div><\/section>\r\n<section class=\"faq\"><h2>Frequently asked questions<\/h2><details><summary>Does the SAO handle complaints against opticians?<\/summary><p>No. The SAO&rsquo;s authority is limited to optometrists. Complaints about opticians go to the Saskatchewan College of Opticians under The Opticians Act, which has its own Professional Conduct and Discipline Committees.<\/p><\/details><details><summary>Who reviews a complaint to the SAO first?<\/summary><p>The Mediation Committee. It reviews the complaint to decide whether professional misconduct or professional incompetence may have occurred and whether the Act, Bylaws, or Standards of Practice were breached.<\/p><\/details><details><summary>Can I be sued for what I say in my response?<\/summary><p>A complaint to the SAO is confidential and not actionable, which protects the complainant. Your own response should still be measured and factual, and confined to what is needed to answer the allegation.<\/p><\/details><details><summary>Should I contact the patient who complained?<\/summary><p>No. Contacting the complainant during a live matter can itself become a further allegation. Communicate only through the SAO process and, where appropriate, your insurer&rsquo;s representative or lawyer.<\/p><\/details><details><summary>Can I correct my records before sending them in?<\/summary><p>No. Never alter existing entries. If context needs adding, make a clearly dated later note that identifies it as such. Records are governed by The Health Information Protection Act.<\/p><\/details><details><summary>Do optometrists have a defence body like the CMPA?<\/summary><p>No single mandatory body. Most optometrists carry professional liability cover, often through the Canadian Association of Optometrists&rsquo; program, and should instruct a regulatory lawyer for serious matters.<\/p><\/details><\/section>\r\n<p class=\"disc\">This guide is general information about the regulation of chiropractors by the Chiropractors&rsquo; Association of Saskatchewan under The Chiropractic Act, 1994. It is not legal advice and does not create a professional relationship. For advice on a specific complaint or investigation, contact the Canadian Chiropractic Protective Association (CCPA) or a regulatory lawyer. 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