Concerns & Complaints about a Physiotherapist
We regulate physiotherapists in Nova Scotia to protect the public. If you’re worried about a physiotherapist’s conduct or competence, you can make a complaint.
What we can consider
We handle concerns about professional misconduct, conduct unbecoming, incompetence, and (if not handled through fitness-to-practise) incapacity—for physiotherapists regulated in Nova Scotia.
Definitions (plain language):
Professional misconduct
Behaviour connected to practice that falls seriously below professional expectations (for example: ethics breaches, abuse, fraud, serious confidentiality lapses).
Conduct unbecoming the profession
Off-duty/personal conduct that brings the profession or its registrants into disrepute.
Incompetence
Performance problems serious enough that care is (or would be) unsafe unless the registrant receives remediation.
Incapacity
A medical/physical/mental/emotional condition or addiction that prevents safe, competent practice or may endanger clients.
If your concern is mainly about access, fees, or service dissatisfaction, we may direct you to the clinic, insurer, or another organization better placed to help.
You can ask to withdraw your complaint later, but we may continue if needed to protect the public.
How to file
- Complete the Complaint Form and Consent Form (online or printable).
- Tell us who, what, where/when, any witnesses, and attach supporting documents (emails, records, photos).
- Submit by secure upload, email, mail, or in person. See Contact us.
- Ask for language supports or accessibility accommodations if you need them.
Timelines & communication
- Acknowledge within 5 business days.
- Initial screening decision within 30–45 days where possible.
- Status updates at least every 60 days during investigations.
Complex matters can take longer, especially those involving multiple witnesses, experts, or a hearing.
Registrar screening
Every complaint is first reviewed by the registrar or delegate. Early outcomes can include:
- Dismissal (e.g., outside our role, clearly unsubstantiated, frivolous/vexatious, abuse of process, or—even if true—wouldn’t be a conduct matter or merit a caution, or proceeding wouldn’t advance public protection).
- Informal resolution (where appropriate).
- Another dispute‑resolution option (where permitted).
- Investigation (we gather more information).
- Fitness‑to‑practise (with the physiotherapist’s agreement) if health is the primary concern.
- In limited cases, resignation as part of resolving the matter.
Investigation
If we investigate, we may request information or interviews from you, the physiotherapist, and others. The physiotherapist will see the concerns and can respond. If related issues come up, we may look into those too.
When the investigation ends, the registrar decides the next step: dismissal, informal/alternative resolution, fitness‑to‑practise (with consent), acceptance of resignation, or referral to the Complaints Committee.
Urgent public‑protection measures
If there appears to be immediate risk of harm, the Complaints Committee can temporarily restrict or suspend a licence while the case proceeds. The physiotherapist is notified and can meet with the committee quickly to respond.
Complaints Committee outcomes
- Dismissal (with reasons)
- Informal resolution (may include resignation)
- Alternative dispute resolution (where permitted)
- Caution
- Reprimand (with consent)
- Conditions/restrictions on practice (with consent)
- Referral to a formal hearing before the Professional Conduct Committee
Formal hearing (Professional Conduct Committee)
A panel of at least three members—including a public representative—hears the case referred by the Complaints Committee.
Public or private?
Hearings are open to the public unless the panel orders limits to protect sensitive information, safety, or the integrity of the process. We post notice of scheduled hearings on our website.
Fair process
The physiotherapist has rights to notice, disclosure, representation, and the opportunity to present evidence, make submissions, and cross‑examine. Witnesses testify under oath or affirmation.
Decisions & sanctions
The panel issues written reasons. If allegations are proven, sanctions can include revocation, suspension (time‑limited or until conditions are met), conditions/restrictions, reprimand, education/treatment/counselling, fines (where allowed), or other orders needed to protect the public. Some decisions are published (subject to any publication bans).
Privacy & transparency
We handle your information under our legislation and policies. We share information with the physiotherapist and decision‑makers so the matter can be fairly addressed. Some decisions are published to protect the public and support transparency. In some cases, a publication ban may limit what can be shared (e.g., sensitive personal or health information).
FAQs
Can I complain anonymously?
We usually need your identity and consent to proceed fairly. In limited cases we may act without consent if public protection requires it.
Will the physiotherapist see my complaint?
Yes. Fair process requires that they know the concerns and can respond.
Can I withdraw my complaint?
You can ask to withdraw. The registrar may agree; however, we may continue if needed to protect the public.
What outcomes are possible without a hearing?
Depending on the facts: dismissal, caution, reprimand (with consent), conditions/restrictions (with consent), or informal/alternative resolution.
Contact us
Forms
Accessibility accommodations available on request.
- Complaint Form
- Consent Form
- Disciplinary Decisions / Publications