Complaints About Dental Assistants
We’re a regulatory college, responsible for regulating the profession of dental assisting in the public interest.
What does that mean as it relates to complaints? It means that we serve and protect the public interest by managing complaints in accordance with the Health Professions Act (HPA). We want to ensure Albertans are receiving safe, competent, and ethical oral health care. The complaint process holds dental assistants accountable for their practice and conduct.
If you have a concern about the professional services you received, or about a dental assistant’s conduct, we want to hear from you.
Types of complaints
The HPA sets out what constitutes unprofessional conduct and how complaints must be handled. Within this definition, concerns may include, but are not limited to:
- lack of skill or judgement
- contravention of the standards or the code
- misrepresentation of qualifications
- any conduct that harms the integrity of the profession
The College does not handle complaints about the clinic or any other regulated members within the clinic. Concerns of this nature are more appropriately handled by the respective college that regulates the members or directly with the administrative manager at the clinic.
Filing a complaint
Before lodging a complaint, consider trying to resolve the matter through the clinic or calling the Complaints Director to discuss your concerns. Should you still decide to lodge a complaint, you can do so by filling out and signing the complaint form and attaching all relevant information.
Learn more about how to make a complaint
After a complaint is filed
Upon receipt of a complaint, the Complaints Director will reach out to you to discuss your concerns. This will assist in understanding whether the college has the jurisdiction to handle the matter or if there are alternatives to proceeding by the formal complaint process.
Find out what happens after you make a complaint
About sexual abuse and misconduct complaints
If your concern relates to alleged sexual abuse or sexual misconduct, you are encouraged to review the information about these kinds of complaints and contact the Complaints Director to discuss your concerns. You may also be eligible to receive treatment and counselling funding.
Read about what may be considered a sexual abuse or misconduct complaint
Frequently asked questions
Can I lodge a complaint about a dental assistant without having their name?
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The College requires the name of the dental assistant to proceed. Dental assistants are required under the HPA to provide this information on request.
Do I have to use the complaint form to lodge a complaint?
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While it’s recommended to use the complaint form as it provides guidance on some key pieces of information we require to act, it’s not mandatory.
It is important to ensure you include:
- the full name of the dental assistant
- the full name of the dentist
- the name and location of the dental clinic
- a description of the incident that led to your complaint
You must also sign the complaint form.
How long does it take to process a complaint?
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There isn’t a set time as each complaint is treated on a case-by-case basis, and some are more complex than others. You are however kept informed throughout the process and if the matter goes to investigation, you can likely expect at least six months.
Is an email with all the details sufficient to lodge a complaint?
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No. All complaints must be signed as per the HPA, so an email is not sufficient.
How do I know whether my concern falls within the College’s complaint process?
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The College deals with complaints about unprofessional conduct as defined in the HPA; however, this can sometimes be a little confusing. If you are not sure, contact the Complaints Director to discuss your concerns. Often this will help determine the next appropriate steps to resolve your concern.
What if I want to make a complaint about the dentist, dental assistant and clinic staff?
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The College only has the authority to handle matters involving dental assistants registered with the College. There are other colleges in Alberta who would handle other health professionals such as dentists. For a full listing of all health colleges, see the government website here Regulated health professions and colleges | Alberta.ca . Clinic staff concerns may be best addressed through a clinic admin manager if the role exists. Typically, clinic staff are administrative support and not regulated by a college.
