Lodging a Complaint

If it is necessary to file a complaint against an OLS, a formal complaint must:

  • be made in writing and addressed to the Registrar,
  • explain the nature of the problem,
  • detail the events in chronological order, and
  • include copies of any documents or other information pertinent to the complaint.

To help us to better understand the nature of your complaint, please download and print our Complaints Help Form, complete it and include it with your submission.

If the evidence does not support a formal complaint, the Registrar may suggest other means of addressing your concerns. You have the right, however, to insist that a complaint be submitted directly to the Complaints Committee.

The Complaints Committee is composed of AOLS members and a lay member of Council. It does not include any members of the AOLS staff. There is no cost involved in filing a formal complaint. All complaints are kept confidential by the AOLS staff and committee members, however a copy of your complaint will be sent to the OLS for response.

The Complaints Process

(Note: A downloadable version of the Complaints Form is available here.)

  1. The Registrar reviews the letter of complaint and the details to ensure that it is clear and complete.
  2. The OLS complained against is notified and is allowed at least two weeks to respond. A copy of the letter of complaint is sent to the OLS.
  3. The OLS responds in writing, to the Registrar, submitting all pertinent information.
  4. The Registrar may then request the person filing the complaint to respond to the OLS's explanations.

At its meeting, the Committee reviews the submissions. The Committee is not required to allow either the complainant or the OLS complained against to speak to the Committee or to attend the meeting.

The Committee may:

  • direct the Registrar to obtain more information,
  • request an interview with either or both parties,
  • direct the way in which the complaint is to be resolved,
  • dismiss the complaint, or
  • refer the matter or any part of it to the Discipline Committee.

The decision and reasons of the Committee are sent by first class mail to both the complainant and the OLS complained against.

If the Complaints Committee finds it necessary to refer a part or all of any matter, which is the subject of a complaint, to the Discipline Committee, you, as a complainant, may be asked to testify.

Complaints Review Councillor

If the person who filed the complaint is not satisfied with the manner in which the Complaints Committee handled their complaint, he or she may apply to the Complaints Review Councillor (CRC) for a review of the treatment of the complaint. The CRC is a lay member of the AOLS Council. The CRC cannot overturn a decision of the Complaints Committee. He or she may only review the procedures used to process and decide the complaint.

The CRC prepares a report, which is provided to the Council, to the complainant and to the person complained against.