{"id":31594,"date":"2026-07-24T23:15:33","date_gmt":"2026-07-24T23:15:33","guid":{"rendered":"https:\/\/healthcareethicscourses.com\/can\/?page_id=31594"},"modified":"2026-07-25T01:03:44","modified_gmt":"2026-07-25T01:03:44","slug":"how-to-respond-to-an-ocp-complaint","status":"publish","type":"page","link":"https:\/\/healthcareethicscourses.com\/can\/how-to-respond-to-an-ocp-complaint\/","title":{"rendered":"How to respond to an OCP complaint"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"31594\" class=\"elementor elementor-31594\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8192fdb e-flex e-con-boxed e-con e-parent\" data-id=\"8192fdb\" 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-b832ef1 elementor-widget elementor-widget-html\" data-id=\"b832ef1\" 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 OCP complaint | Elementor Custom HTML fragment -->\r\n<!-- Body only. 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Support<\/a><span>\/<\/span><a href=\"\/can\/knowledge-support\/\">Pharmacists &mdash; Ontario<\/a><span>\/<\/span>Responding to an OCP complaint\r\n  <\/nav>\r\n\r\n  <p class=\"eyebrow\">Ontario &middot; Ontario College of Pharmacists<\/p>\r\n  <h1>How to respond to an OCP 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\">The College must act on every complaint, and the ICRC decides your case on paper &mdash; you are not permitted to attend its meeting. Your written response is, in most cases, the only submission you will ever make.<\/p>\r\n\r\n  <div class=\"callout\">\r\n    <p><b>Do this first:<\/b> Note the response deadline in the College&rsquo;s letter &mdash; usually 30 days &mdash; and preserve every record: the OCP requires you not to destroy or remove any pharmacy documents for the duration of the matter. Notify your professional liability insurer and consider a lawyer experienced in OCP defence. Do not contact the complainant.<\/p>\r\n  <\/div>\r\n\r\n  <h2>Who regulates you, and what &ldquo;the College&rdquo; covers<\/h2>\r\n  <p>Pharmacists and pharmacy technicians in Ontario are regulated by the <strong>Ontario College of Pharmacists<\/strong> (OCP) under the Regulated Health Professions Act, 1991 (RHPA), the Health Professions Procedural Code in Schedule 2, the Pharmacy Act, 1991, and the Drug and Pharmacies Regulation Act. The OCP&rsquo;s reach is broader than the individual: it also accredits and oversees <strong>pharmacies<\/strong> as premises, so a concern can attach to how a pharmacy operates, not only to what one registrant did. Its mandate is public protection &mdash; ensuring registrants practise in accordance with the Pharmacy Act, the standards of practice and the Code of Ethics.<\/p>\r\n  <h2>Report or complaint &mdash; the two front doors<\/h2>\r\n  <p>The College offers the public two routes. Someone can <strong>report information<\/strong>, in which case they generally are not engaged in the process and are not told the outcome; or they can <strong>file a complaint<\/strong>, in which case they are involved and are notified of the result. Either way, the information may reach you as the registrant. And a formal complaint engages section 25(1): the College must investigate and act on it, subject only to very limited exceptions, however trivial you consider it.<\/p>\r\n  <h2>The 14 days, the 30 days, and a document duty<\/h2>\r\n  <p>The College must give you a copy of the complaint within <strong>14 days<\/strong>, and you normally have <strong>30 days<\/strong> to respond in writing. If you need longer, ask the assigned investigator before the deadline. Alongside the clock is a duty that is specific and easy to breach without thinking: the OCP requires you <strong>not to destroy or remove any pharmacy documents<\/strong> for the duration of the matter. Preserve dispensing records, the patient profile, hard copies, and the audit trail exactly as they stand.<\/p>\r\n  <h2>Why the written response carries the weight<\/h2>\r\n  <p>There is no hearing, meeting or phone conference at which you get to tell the ICRC what happened. Pharmacists and complainants are <strong>not permitted to attend<\/strong> the ICRC meeting; the committee reviews paper. Your written response is, in most cases, the one and only chance to persuade the College to take no action or to make the least restrictive order. A strong response addresses not only the merits of each concern but the options open to the ICRC and how similar matters have been decided before.<\/p>\r\n  <h2>Everything you write is shown to the complainant<\/h2>\r\n  <p>Your response is provided to the complainant, who may submit a reply; if the reply raises something new, the OCP has discretion to send it back to you for further comment. Two practical consequences follow. First, write on the assumption that the patient will read every word &mdash; irritation or a dismissive characterisation does not stay private. Second, there is one carve-out worth knowing: if the College gives you copies of your <strong>prior decisions<\/strong> to comment on, those comments must be submitted <strong>separately<\/strong> from your response, or they too go to the complainant.<\/p>\r\n  <h2>What to enclose<\/h2>\r\n  <p>Submit the finalised response to the investigator with the pharmacy records the OCP has requested. Typically that means:<\/p>\r\n  <ul>\r\n      <li>The patient profile and dispensing history relevant to the concern.<\/li>\r\n      <li>The original prescription, any transfer records, and the audit trail for the fill in question.<\/li>\r\n      <li>Records of patient counselling and any communication with the patient or prescriber.<\/li>\r\n      <li>For a pharmacy-operations concern, the relevant policy, the technician-checking record, and staffing detail.<\/li>\r\n  <\/ul>\r\n  <h2>What the ICRC can do<\/h2>\r\n  <p>A panel of the ICRC &mdash; pharmacist and public members &mdash; reviews the file and decides on risk. Where it sees no or minimal risk it will take no further action or give written advice and recommendations, <strong>neither of which is noted on the public register<\/strong>. Otherwise it may require you to attend for an <strong>oral caution<\/strong>, order a <strong>Specified Continuing Education or Remediation Programme (SCERP)<\/strong>, have you sign an <strong>undertaking<\/strong> to restrict your practice, refer you for a health inquiry, or &mdash; most seriously &mdash; refer specified allegations to the <strong>Discipline Committee<\/strong>. A discipline referral is posted on the register immediately and brings a Notice of Hearing.<\/p>\r\n  <h2>ADR, withdrawal, and appeals<\/h2>\r\n  <p>Low-risk matters may be diverted early to the College&rsquo;s <strong>Alternative Dispute Resolution<\/strong> process, which proceeds only if both you and the complainant consent and is facilitated by an OCP appointee. Note too that a complainant cannot simply make the matter disappear: a <strong>withdrawal request is decided by the Registrar<\/strong>, who may refuse it and complete the investigation if that is in the public interest. Finally, both you and the complainant may ask the <strong>Health Professions Appeal and Review Board<\/strong> (HPARB) to review an ICRC complaint decision for reasonableness and adequacy of investigation &mdash; but a referral to Discipline cannot be taken to HPARB.<\/p>\r\n  <p>For what the investigation itself involves, read <a href=\"https:\/\/healthcareethicscourses.com\/can\/knowledge-support\/pharmacists\/ontario\/investigation\/\">what happens during an OCP investigation<\/a>. For the corrective record that shapes the outcome, read <a href=\"https:\/\/healthcareethicscourses.com\/can\/knowledge-support\/pharmacists\/ontario\/remediation\/\">remediation and reflection for Ontario pharmacists<\/a>.<\/p>\r\n\r\n  <section class=\"kt\">\r\n    <h2>Key takeaways<\/h2>\r\n    <ul>\r\n      <li>Under s.25(1) of the Health Professions Procedural Code, the College must investigate and act on all complaints, subject to very limited exceptions.<\/li>\r\n      <li>You get a copy of the complaint within 14 days and normally have 30 days to respond in writing.<\/li>\r\n      <li>The ICRC decides on paper; pharmacists and complainants are not permitted to attend its meeting.<\/li>\r\n      <li>Your response is disclosed to the complainant, who may reply &mdash; so write it as though the patient will read it.<\/li>\r\n      <li>SCERPs, oral cautions and referrals to discipline appear on your Public Register profile; advice and no-action do not.<\/li>\r\n      <li>A complainant cannot simply call it off &mdash; the Registrar decides whether withdrawal is in the public interest.<\/li>\r\n    <\/ul>\r\n  <\/section>\r\n\r\n  <section class=\"courses\">\r\n    <h2>Related courses<\/h2>\r\n    <p class=\"sub\">Courses that map to what the ICRC actually reads &mdash; your account, your records and your standards:<\/p>\r\n    <div class=\"cgrid\">\r\n      <a class=\"ccard\" 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 handle a College letter and prepare a measured written response.<\/span><\/a>\r\n      <a class=\"ccard\" href=\"https:\/\/healthcareethicscourses.com\/can\/courses\/documentation-for-healthcare-professionals\/\"><b>Documentation for Healthcare Professionals<\/b><span>The chart is the evidence the ICRC reads &mdash; how to keep records that hold up.<\/span><\/a>\r\n      <a class=\"ccard\" href=\"https:\/\/healthcareethicscourses.com\/can\/courses\/ethics-and-ethical-standards-for-pharmacists\/\"><b>Ethics and Ethical Standards for Pharmacists<\/b><span>The professional standards the College measures your conduct against.<\/span><\/a>\r\n      <a class=\"ccard\" href=\"https:\/\/healthcareethicscourses.com\/can\/courses\/effective-communication-for-healthcare-professionals\/\"><b>Effective Communication for Healthcare Professionals<\/b><span>Most complaints begin with a breakdown in communication, not clinical error.<\/span><\/a>\r\n    <\/div>\r\n  <\/section>\r\n\r\n  <section class=\"nextset\">\r\n    <h2>Continue reading<\/h2>\r\n    <div class=\"ngrid\">\r\n      <a class=\"ncard\" href=\"https:\/\/healthcareethicscourses.com\/can\/what-happens-during-an-ocp-investigation\">What happens during an OCP investigation?<\/a>\r\n      <a class=\"ncard\" href=\"https:\/\/healthcareethicscourses.com\/can\/remediation-and-reflection-for-ontario-pharmacists\">Remediation and reflection for Ontario pharmacists<\/a>\r\n    <\/div>\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 an OCP complaint?<\/summary>\r\n        <div class=\"ans\">Normally 30 days, after the College gives you a copy of the complaint within 14 days. If you need more time, ask the assigned investigator for an extension before the deadline passes, and notify your liability insurer.<\/div>\r\n      <\/details>\r\n      <details>\r\n        <summary>Can I ignore a complaint I think is baseless?<\/summary>\r\n        <div class=\"ans\">No. Under section 25(1) of the Health Professions Procedural Code the College must investigate and act on all complaints, subject to very limited exceptions. Your view of the merits does not stop the process, and a weak response can make things worse.<\/div>\r\n      <\/details>\r\n      <details>\r\n        <summary>Will I get to explain myself to the ICRC in person?<\/summary>\r\n        <div class=\"ans\">No. There is no hearing or meeting at which you address the ICRC. Pharmacists and complainants are not permitted to attend the ICRC meeting, which decides on paper, so the written response is usually your only submission.<\/div>\r\n      <\/details>\r\n      <details>\r\n        <summary>Does the complainant see my response?<\/summary>\r\n        <div class=\"ans\">Yes. Your response is provided to the complainant, who may reply. Comments on any prior OCP decisions must be submitted separately from your response, or they will also be disclosed to the complainant.<\/div>\r\n      <\/details>\r\n      <details>\r\n        <summary>If the complainant withdraws, does the matter end?<\/summary>\r\n        <div class=\"ans\">Not necessarily. A withdrawal request is reviewed by the Registrar, who may deny it and complete the investigation if continuing is in the public interest. You cannot rely on a complainant simply calling it off.<\/div>\r\n      <\/details>\r\n      <details>\r\n        <summary>What appears on the Public Register?<\/summary>\r\n        <div class=\"ans\">Oral cautions, SCERPs and referrals to the Discipline Committee are posted on your profile. A decision to take no action, or written advice and recommendations, is not noted on the register.<\/div>\r\n      <\/details>\r\n  <\/section>\r\n\r\n  <p class=\"disc\">This guide describes the process of the Ontario College of Pharmacists. It is general information about how the regulator works and is <strong>not legal advice<\/strong>. Every case turns on its own facts. Before you respond to the College, notify your professional liability insurer (professional liability insurance is a registration requirement for Ontario pharmacists) and consider a lawyer experienced in RHPA regulatory matters and OCP defence. Completing a course does not resolve a College matter and does not guarantee any outcome. 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