If you have concerns about the professional services you received from a dental assistant, or about their behaviour, you can make a complaint.
A complaint may involve issues such as unsafe practice, dishonesty, or behaviour that does not meet the Standards of Practice or Code of Ethics.
If your concern involves conduct of a sexual nature, review information about sexual abuse and sexual misconduct complaints.
We’re here to help you understand the complaint process under the Health Professions Act (HPA) and answer your questions.
Who can make a complaint
Anyone can make a complaint. Most complaints come from patients or their family or guardian, employers, or coworkers.
Before you submit a complaint
Before submitting your complaint, consider whether your concern may be resolved directly with the dental assistant or their manager or dentist.
When submitting a complaint, please include as much detail as possible to help us understand what happened and determine next steps. It’s also important that you sign your complaint, as anonymous complaints can’t be accepted.
How to submit a complaint
Your complaint must be submitted in writing and signed. Using the Complaint Form helps ensure you include the information we need to begin reviewing your concern.
Step-by-step complaints process
Step 1: Draft your complaint
Prepare your written complaint including dates and the full names of those involved, and any documents or information you believe may be helpful in proving your allegations.
Step 2: Submit your complaint
Send your signed complaint and any supporting documents to the College in one of the following ways:
By mail to:
College of Alberta Dental Assistants
Complaints Director
166-14315 118 Ave NW
Edmonton AB T5L 4S6
By email
Send scanned copy of your written complaint including your signature to professionalconduct@abrda.ca.
In person
Drop off your complaint at the College’s office during regular business hours.
Before you visit our office, please contact us. We want to make sure we’re available to help you.
Step 3: The College reviews the complaint
Once the Complaints Director reviews your submission and confirms it will be treated as a complaint under the HPA, they will have 30 days to decide on the next steps. The HPA allows several options, including, but not limited to:
- suggesting you and the dental assistant attempt to resolve the matter
- suggesting another resolution
- dismissing the complaint
- conducting or appointing an investigator to investigate the matter
- appointing a subject matter expert to review the case
Step 4: The College notifies you
We will let you know whether your complaint has been accepted and, if so, what will happen next. While every effort is made to resolve complaints in a timely manner, some cases may take a number of months depending on the complexity or nature of the matter raised.
After you submit a complaint
If your complaint is treated as a complaint under the HPA, the Complaints Director may begin an investigation. The investigator may contact you to discuss your concerns, gather information, and request related records. They may also speak with the dental assistant, the clinic, and others who may have relevant information.
Once the investigation is complete, the Complaints Director will review the information and decide whether to refer the matter to a hearing, dismiss the matter with written reasons, or may have a subject matter expert provide a report. The HPA requires you to be notified every 60 days of the status of the complaint.
Review what happens after you file a complaint
Contact us
Questions or seeking support with your complaint? Contact the Complaints Director if you have any questions at professionalconduct@abrda.ca, 780-486-2526 or 1-800-355-8940.
