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Information for the Public

The College protects your right to safe, competent and ethical veterinary care. When you require the services of a veterinarian, you can expect to receive safe, quality care from a highly-trained licensed professional.

Mediated Resolutions Program FAQs

What’s the result?

Any reasonable proposal may be explored as a resolution. Some options for resolving a case through MRP may include:

  • a letter acknowledging the incident with an understanding of the distress it caused the patient/family;
  • the facility establishes policy changes or initiatives that will serve to improve veterinary care;
  • an agreement the veterinarian will undertake further education on the issues surrounding the complaint; or
  • an apology by the veterinarian to the complainant.

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Which cases are most suitable for the Mediated Resolutions Program (MRP)?

The MRP is not appropriate for all complaints. The College Registrar will review your complaint to determine if it is suitable for the MRP. Generally speaking, cases involving communication concerns or minor standard or practice issues would be given the opportunity to be resolved through an alternative approach, as long as both parties agree to pursue the MRP.

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Who is the facilitator?

The MRP engages the services of a third-party mediator, not a member of the College’s staff or a College committee.

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Is there a cost?

The College assumes all the costs associated with the mediation.

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Is the MRP always an option?

The MRP is not suitable for all complaints. The College Registrar identifies cases which are appropriate. Those involving serious allegations of professional misconduct, misuse of controlled drugs, fraud, animal abuse, misrepresentation, sexual impropriety or falsification of records will go to the Complaints Committee. Cases involving a licensee who has been subject to more than one similar complaint or discipline finding will also be dealt with by the Committee.

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How does the MRP work?

Once the Registrar has identified that a matter may be suitable for the MRP, College staff invite the complainant and the veterinarian to participate in the mediation program. With their written consent to participate, the mediator will meet with the complainant and the veterinarian either separately or together to attempt to reach an agreement. If the mediation is successful, the agreement is forwarded to the Complaints Committee for review and approval. If the mediation does not result in an agreement, the matter will move on to the Complaints Committee.

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What happens if I do not wish to participate in the MRP?

If either party does not wish to participate in the MRP, the matter would proceed to the traditional Complaints process. The participation of both parties is required for the MRP to work.

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