{"id":31549,"date":"2026-07-24T23:06:15","date_gmt":"2026-07-24T23:06:15","guid":{"rendered":"https:\/\/healthcareethicscourses.com\/can\/?page_id=31549"},"modified":"2026-07-25T00:56:59","modified_gmt":"2026-07-25T00:56:59","slug":"how-to-respond-to-an-acp-complaint","status":"publish","type":"page","link":"https:\/\/healthcareethicscourses.com\/can\/how-to-respond-to-an-acp-complaint\/","title":{"rendered":"How to Respond to an ACP Complaint"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"31549\" class=\"elementor elementor-31549\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-dccbffa e-flex e-con-boxed e-con e-parent\" data-id=\"dccbffa\" 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-2251b62 elementor-widget elementor-widget-html\" data-id=\"2251b62\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n<!-- ===== How to Respond to an ACP Complaint | Elementor Custom HTML fragment ===== -->\r\n<!-- Body only. 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Support<\/a> <span>\/<\/span> <a href=\"https:\/\/healthcareethicscourses.com\/can\/knowledge-support\/pharmacists\/alberta\/\">Pharmacists &mdash; Alberta<\/a> <span>\/<\/span> How to Respond to an ACP Complaint<\/nav>\r\n<p class=\"eyebrow\">Alberta &middot; Alberta College of Pharmacy<\/p>\r\n<h1>How to Respond to an ACP Complaint<\/h1>\r\n<div class=\"meta\"><b>10 min read<\/b><span>Last updated July 14, 2026<\/span><\/div>\r\n<p class=\"lede\">Pharmacy professionals in Alberta are regulated under two statutes at once, and a single dispensing or records issue can be charged as both unprofessional conduct and misconduct. Every formal complaint runs through one officer, the Complaints Director. And the error-reporting system that feels like a burden on a busy shift is, when a complaint lands, one of your strongest pieces of evidence &mdash; if you used it.<\/p>\r\n<div class=\"callout\"><strong>Before you do anything:<\/strong> get legal advice and notify your liability insurer. Do not alter the dispensing record, the prescription or the patient profile. If you are an employee, remember the pharmacy&rsquo;s lawyer is not your lawyer. And do not ignore the College &mdash; failing to cooperate is itself unprofessional conduct.<\/div>\r\n<h2>Two colleges of law govern you, not one<\/h2>\r\n<p>Pharmacists and pharmacy technicians in Alberta are regulated by the Alberta College of Pharmacy (ACP). But a pharmacy professional sits under <strong>two statutes at once<\/strong>, and this is the first thing that sets pharmacy apart from medicine or dentistry.<\/p>\r\n<p>The <em>Health Professions Act<\/em>, RSA 2000, c H-7 governs your conduct as a regulated member and defines <strong>unprofessional conduct<\/strong>. The <em>Pharmacy and Drug Act<\/em> governs the operation of pharmacies and the handling of drugs, and defines <strong>misconduct<\/strong>. A single incident &mdash; a dispensing error, a records problem, a diversion allegation &mdash; can be charged as <strong>both unprofessional conduct <em>and<\/em> misconduct<\/strong>, and Alberta hearing tribunals routinely find both in the same decision.<\/p>\r\n<p>The vocabulary is Alberta&rsquo;s: you are a <strong>regulated member<\/strong>, what is at stake is your <strong>practice permit<\/strong>, and if you own or manage the pharmacy you also hold responsibilities as a <strong>licensee<\/strong> or proprietor that are separately regulated.<\/p>\r\n\r\n<h2>Concerns versus formal complaints<\/h2>\r\n<p>ACP sorts what it receives into two streams, and knowing which one you are in matters.<\/p>\r\n<ul>\r\n<li><strong>Issues of public concern<\/strong> &mdash; resolved by ACP through direct collaboration between the complainant and the pharmacy professional. Many concerns never become formal complaints.<\/li>\r\n<li><strong>Formal complaints<\/strong> &mdash; more serious matters warranting formal investigation: conduct alleged to be intentional, conduct with potential for public harm, conduct clearly outside accepted standards, or concerns about capacity to practise.<\/li>\r\n<\/ul>\r\n<p>A formal complaint must be <strong>in writing and signed<\/strong>, and &mdash; a point pharmacists often do not expect &mdash; your <strong>complainant&rsquo;s name is shared with you<\/strong> so that you can respond. This is not an anonymous process.<\/p>\r\n\r\n<h2>One person decides: the Complaints Director<\/h2>\r\n<p>Every formal complaint runs through ACP&rsquo;s <strong>Complaints Director<\/strong> &mdash; a statutory officer, not a committee. After assessing or investigating, the Complaints Director can:<\/p>\r\n<ul>\r\n<li><strong>Dismiss<\/strong>, where there is insufficient or no evidence of unprofessional conduct;<\/li>\r\n<li><strong>Resolve through education and\/or mediation<\/strong> &mdash; alternative complaint resolution;<\/li>\r\n<li><strong>Refer to a hearing<\/strong>, where the evidence suggests possible unprofessional conduct or misconduct.<\/li>\r\n<\/ul>\r\n\r\n<h2>CQI+ : the error-reporting duty that can help you<\/h2>\r\n<p>Pharmacy has something medicine and dentistry do not: a mandatory continuous quality improvement program, <strong>CQI+<\/strong>. Pharmacists and pharmacy technicians are required to prevent errors and, when errors occur, to <strong>respond to and learn from them<\/strong>.<\/p>\r\n<div class=\"callout\"><strong>Why this matters when a complaint lands.<\/strong> A medication incident that was properly reported, analysed and learned from through CQI+ is a very different matter before the Complaints Director than one that was concealed. The system that feels like an administrative burden on a busy day is, in a complaint, evidence that you met your professional obligations. Concealing or failing to report an error compounds it &mdash; and Alberta tribunals treat compounding an error far more harshly than the error itself.<\/div>\r\n\r\n<h2>Your first week<\/h2>\r\n<ol>\r\n<li><strong>Get legal advice and notify your liability insurer before you write anything.<\/strong><\/li>\r\n<li><strong>Diarise every deadline<\/strong> and ask for an extension early if you need one.<\/li>\r\n<li><strong>Preserve the record exactly as it stands<\/strong> &mdash; the dispensing record, the prescription, the patient profile, the CQI+ documentation. Never alter, backdate or &ldquo;correct&rdquo; a pharmacy record after a complaint arrives. Falsifying records is itself a serious, separate finding.<\/li>\r\n<li><strong>If you are an employee, understand your position relative to the licensee and proprietor<\/strong> &mdash; their obligations and yours may not align, and their lawyer is not your lawyer.<\/li>\r\n<\/ol>\r\n\r\n<h2>Answer the College &mdash; it is a statutory duty<\/h2>\r\n<div class=\"callout\"><strong>Section 1(1)(pp) of the HPA is one you should know.<\/strong> Failing or refusing to cooperate with a practice visit, an inspector, an investigator or a field officer &mdash; or to comply with the continuing competence program, a direction of the registrar, a ratified settlement, or a notice to attend a hearing &mdash; may itself be unprofessional conduct. ACP has been explicit: if you are not willing to be regulated, the College must consider whether you should be in the profession. Take advice, then cooperate.<\/div>\r\n<section class=\"kt\"><h2>Key takeaways<\/h2><ul><li>Pharmacy professionals sit under two statutes: the Health Professions Act (unprofessional conduct) and the Pharmacy and Drug Act (misconduct). One incident can be charged as both.<\/li><li>You are a &ldquo;regulated member&rdquo; with a &ldquo;practice permit&rdquo;; if you own or manage the pharmacy you also have separate licensee\/proprietor obligations.<\/li><li>ACP splits matters into &ldquo;issues of public concern&rdquo; (resolved collaboratively) and &ldquo;formal complaints&rdquo; (investigated). Formal complaints must be written and signed, and the complainant&rsquo;s name is shared with you.<\/li><li>The Complaints Director &mdash; one officer, not a committee &mdash; can dismiss, resolve through education\/mediation, or refer to a hearing.<\/li><li>CQI+ is mandatory. An error properly reported and learned from is evidence you met your obligations; a concealed error compounds the problem and is treated far more harshly.<\/li><li>Under s.1(1)(pp) HPA, failing to cooperate with a practice visit, inspector or investigator is itself unprofessional conduct. Take advice, then cooperate.<\/li><\/ul><\/section>\r\n<section class=\"courses\"><h2>Related courses<\/h2><p class=\"sub\">Practical, self-paced CPD courses that map onto the issues in this guide. These are educational courses. They are not accredited by ACP and are not a substitute for legal advice.<\/p><div class=\"cgrid\">\r\n<a class=\"ccard\" href=\"https:\/\/healthcareethicscourses.com\/can\/courses\/dealing-with-a-complaint-or-investigation-professionally\/\"><div class=\"ct\">Dealing With a Complaint or Investigation Professionally<\/div><p class=\"cd\">How to respond to a College complaint calmly, constructively and on the record.<\/p><span class=\"go\">View course &rarr;<\/span><\/a>\r\n<a class=\"ccard\" href=\"https:\/\/healthcareethicscourses.com\/can\/courses\/ensuring-clinical-competence-and-patient-safety\/\"><div class=\"ct\">Ensuring Clinical Competence and Patient Safety<\/div><p class=\"cd\">Clinical competence, patient safety and learning from error.<\/p><span class=\"go\">View course &rarr;<\/span><\/a>\r\n<a class=\"ccard\" href=\"https:\/\/healthcareethicscourses.com\/can\/courses\/documentation-for-healthcare-professionals\/\"><div class=\"ct\">Documentation for Healthcare Professionals<\/div><p class=\"cd\">Dispensing records and patient profiles, and why they must never be altered after the fact.<\/p><span class=\"go\">View course &rarr;<\/span><\/a>\r\n<a class=\"ccard\" href=\"https:\/\/healthcareethicscourses.com\/can\/courses\/ethics-and-ethical-standards-for-pharmacists\/\"><div class=\"ct\">Ethics and Ethical Standards for Pharmacists<\/div><p class=\"cd\">Core ethical standards for pharmacists and pharmacy technicians.<\/p><span class=\"go\">View course &rarr;<\/span><\/a>\r\n<\/div><\/section>\r\n<section class=\"nextset\"><h2>Continue reading: Alberta pharmacists<\/h2>\r\n<a href=\"https:\/\/healthcareethicscourses.com\/can\/what-happens-during-an-acp-investigation\">What happens during an ACP investigation?<\/a>\r\n<a href=\"https:\/\/healthcareethicscourses.com\/can\/remediation-and-reflection-for-alberta-pharmacists\">Remediation and reflection for Alberta pharmacists<\/a>\r\n<\/section>\r\n<section class=\"faq\"><h2>Frequently asked questions<\/h2>\r\n<details><summary>What is the difference between unprofessional conduct and misconduct?<\/summary><div class=\"ans\">They come from two different statutes. Unprofessional conduct is defined in the Health Professions Act and concerns your conduct as a regulated member. Misconduct is defined in the Pharmacy and Drug Act and concerns the operation of pharmacies and the handling of drugs. A single incident &mdash; say a dispensing or records issue &mdash; can be found to be both, and Alberta tribunals commonly make both findings in one decision.<\/div><\/details>\r\n<details><summary>Will I know who complained about me?<\/summary><div class=\"ans\">Yes. A formal complaint to ACP must be in writing and signed, and your complainant&rsquo;s name is shared with you so that you can respond. Pharmacy is not an anonymous complaints process.<\/div><\/details>\r\n<details><summary>Does reporting an error through CQI+ count against me?<\/summary><div class=\"ans\">The opposite, generally. CQI+ is a mandatory program requiring pharmacy professionals to prevent errors and to respond to and learn from them. An error properly reported and analysed through CQI+ demonstrates that you met your professional obligations. What harms you is concealing an error or failing to report it &mdash; compounding an error is treated far more seriously than the error itself.<\/div><\/details>\r\n<details><summary>Who decides what happens to my complaint?<\/summary><div class=\"ans\">The Complaints Director, a single statutory officer under the Health Professions Act. After assessment or investigation, the Complaints Director can dismiss the complaint, resolve it through education and\/or mediation, or refer it to a Hearing Tribunal if the evidence suggests possible unprofessional conduct or misconduct.<\/div><\/details>\r\n<details><summary>I am a staff pharmacist, not the owner. Does that change anything?<\/summary><div class=\"ans\">It can. The pharmacy licensee and proprietor carry their own regulated obligations, and those may not align with yours as an employed pharmacist. Their interests, and their lawyer, are not necessarily yours. Get your own legal advice, and do not assume the pharmacy&rsquo;s response to the College protects you personally.<\/div><\/details>\r\n<details><summary>Do I have to cooperate with a practice visit or inspector?<\/summary><div class=\"ans\">Yes. Under section 1(1)(pp) of the Health Professions Act, failing or refusing to cooperate with a practice visit, inspector, investigator or field officer may itself be unprofessional conduct, as may failing to comply with the continuing competence program or a direction of the registrar. Take legal advice on what to say, then cooperate.<\/div><\/details>\r\n<\/section>\r\n<p class=\"disc\">This article is general information for pharmacists and pharmacy technicians regulated by the Alberta College of Pharmacy and does not constitute legal advice. Regulatory processes and the law change, and every case turns on its own facts. If you are the subject of a complaint or investigation, obtain advice from a lawyer experienced in professional regulation, and notify your professional liability insurer, before you respond. Last updated July 14, 2026.<\/p>\r\n<\/article>\r\n\r\n<script type=\"application\/ld+json\">\r\n{\r\n  \"@context\": \"https:\/\/schema.org\",\r\n  \"@graph\": [\r\n    {\r\n      \"@type\": \"Article\",\r\n      \"headline\": \"How to Respond to an ACP Complaint\",\r\n      \"description\": \"Pharmacy sits under two statutes at once, and one incident can be both unprofessional conduct and misconduct. 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Under section 1(1)(pp) of the Health Professions Act, failing or refusing to cooperate with a practice visit, inspector, investigator or field officer may itself be unprofessional conduct, as may failing to comply with the continuing competence program or a direction of the registrar. 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