What you can expect from your psychologist

Registered psychologists provide a number of specialized services to help with a variety of problems. They must adhere to a large number of professional standards contained in a Code of Conduct. Regardless of the specific reason you are seeking their help, there are a number of things you can always expect from your psychologist including:

• your psychologist provides enough information so that your decision to receive services is well-informed (this is called “informed consent”); 
• your psychologist maintains a professional relationship with you at all times; 
• your psychologist practices in areas in which he or she is competent; 
• your psychologist keeps records of your treatment for 7 years (or more if you are under 19), and you have the right to see these records subject to some very narrow exceptions and some very specific situations; 
• your psychologist keeps confidential any information you share with him or her, subject to the exceptions stipulated by the Code of Conduct and governing legislation.

What to do if you have a complaint

Psychologists help patients through the provision of competent therapeutic and assessment services. Psychologists are psychology professionals accountable to the College of Psychologists of British Columbia. When you deal with a psychology professional, you are entitled to competent and ethical services. Usually, that is exactly what you get. There may be times, however, when you think that professional standards are not being met.  The information in this section is intended to help you understand how to make your concerns known to the College of Psychologists and to provide information about the formal complaint process. 

The College of Psychologists is established under the Health Professions Act of BC, and more information about the College, including our Bylaws, the Psychologists Regulation, and Code of Conduct, can be found on this website in the Reference Documents section under the heading Legislation.

What to do if you have safety concerns

If you have safety concerns for yourself or other individuals, please contact the appropriate agency, such as the Ministry of Children and Family Development or the police/RCMP.

How the complaint process works

Once the College receives a written complaint, it will begin a review process. If the matter is within the jurisdiction of the College, it will be sent to the Inquiry Committee. The College’s Inquiry Committee includes both psychologists and members of the public, and reviews approximately 40 - 60 complaints a year. When an investigation is commenced the Inquiry Committee will investigate the matter, and this will include giving the psychologist involved an opportunity to respond to the complaint.

To start, a registrant would be notified of a complaint against him or her – including the name of the person making the complaint - within a short timeframe of the College receiving the formal written complaint. There may be circumstances when this initial period of time is longer if, for example, the complainant has personal safety concerns or further clarification from the complainant is necessary regarding the concerns. Once all materials have been reviewed, the Inquiry Committee has a number of options available to it. It may dismiss a matter if it determines no misconduct or incompetence occurred or if there is insufficient evidence to substantiate the complaint.

The Inquiry Committee can also accept an undertaking from or make an agreement with the psychologist to improve his or her practice, including possibly taking further education or other appropriate actions. In more serious cases, more serious action will need to be taken. If the psychologist and the Inquiry Committee can’t agree to terms or actions to remedy the situation, the matter may be referred to a disciplinary hearing.

BC’s Health Professions Act allows you to request that the Health Professions Review Board review the decision of the Inquiry Committee within 30 days of notification of the decision. The Health Professions Review Board’s website is www.hprb.gov.bc.ca. This website contains information on how to request a review as well as information brochures.

What a Discipline Committee hearing is

If the Inquiry Committee has serious concerns that remain unresolved, then a formal disciplinary hearing may be held. In many ways, it is like a trial. Complainants might be required to give evidence under oath. The hearing panel has a number of options available to it should it decide that disciplinary action is necessary. The College of Psychologists publishes information about disciplinary decisions in its annual report and on its website.

How long the whole process takes

This will vary depending on a number of factors, including the complexity of the complaint, volume of materials to be reviewed, and the volume of complaints at the College.