File a Complaint
Public Protection
One way we protect the public is by holding opticians accountable for the care they give. We are your partners in this and the COA needs to know when things are not right or there is non-compliance.
It’s important you receive professional, safe, competent, ethical care from your optician. If you have a question or concern about an optician, or the care you received, let us know.
If your care was sexually inappropriate or of a sexual nature, please:
- File a Complaint
- Visit our Sexual Abuse and Sexual Misconduct page
- Contact the COA for more information.
We take our role as a regulator seriously. We commit to being fair, impartial, respectful and keeping you informed.
The College knows that the complaints process can be stressful for all involved. To help reduce stress, we will be open and keep you updated on the progress of the complaint by acknowledging the complaint, sending a letter to all involved, and notifying you of next steps. The complaint process can be long, but we will keep you informed and take the steps needed to resolve the complaint.
Anyone can submit a complaint about an Optician, and in accordance with the Health Professions Act (HPA), the complaint must be in writing and be signed.
The COA is inclusive and welcoming. We can help people who need support by:
- Talking about the process.
- Mailing a paper copy of the complaint form.
- Giving information on how to find translation services when required.
- Letting others submit complaints on behalf of the patient/complainant.
If you need help, please call, or email us at complaints@albertaopticians.ca, or you can fill out the Complaint form here.
The COA does not have the authority to:
- Address concerns that do not involve a Registered Optician.
- Address concerns about a former Registered Optician if the incident/complaint took place more than two years prior.
- Offer refunds or financial compensation.
- Address warranty concerns.
- Give legal advice
Preparing Your Complaint
Complaints of unprofessional conduct must include:
- Complainant’s full name, mailing address, and telephone contact information.
- Complainant’s signature and the date of the written complaint.
- Name of the optician(s) involved.
- Optician’s business name, business address, and phone number.
- Clear and concise details describing the complaint. This could include the date and time of the incident, the order of events, and the names of any witnesses.
- Any supporting documentation, such as copies of receipts and the products in question.
*If the complaint is related to sexual abuse or sexual misconduct please visit this page or contact the COA for more information.