Complaints

Complaint to Registrar
19.  (1)  The Registrar may receive a complaint from any person alleging that a licensee has breached the code of conduct established under the regulations or alleging that a licensee has failed to comply with this Act or the regulations or has breached a condition of a licence. 2005, c. 34, s. 19 (1).
Form of complaint
(2)  A complaint shall be in writing, signed by the complainant, and filed with the Registrar within 90 days after the subject-matter that gives rise to the complaint arose or at a later date with the Registrar’s consent. 2005, c. 34, s. 19 (2).
Registrar to inform
(3)  The Registrar may, in writing, inform the licensee of the nature of the complaint. 2005, c. 34, s. 19 (3).
Registrar may decline
(4)  The Registrar may decline to deal with a complaint related to a breach of the code of conduct if, in the Registrar’s opinion, the complaint is frivolous, vexatious or not made in good faith. 2005, c. 34, s. 19 (4).
Notice
(5)  If the Registrar declines to deal with a complaint under subsection (4), the Registrar shall give notice of the decision to the complainant and shall specify the reasons for the decision. 2005, c. 34, s. 19 (5).
Referral to facilitator
(6)  Unless subsection (4) applies, and if in the opinion of the Registrar the complaint is in regard to a breach of the code of conduct established under the regulations, the Registrar shall refer the complaint to a facilitator, unless the complainant does not wish the matter to be referred. 2005, c. 34, s. 19 (6).
Rules for facilitations
(7)  The Registrar may establish rules concerning facilitations under this section, and a facilitator shall comply with any applicable rules. 2005, c. 34, s. 19 (7).

Attendance
(8)  A facilitation shall not take place without the participation of the complainant and the licensee must attend any meetings required by the facilitator. 2005, c. 34, s. 19 (8).
Facilitation
(9)  The facilitator shall attempt to resolve the complaint, and at the end of the facilitation shall communicate to the Registrar the results of the facilitation and either,
(a) his or her decision to make no recommendation; or
(b) his or her recommendation that the Registrar require the licensee to take appropriate remedial instruction. 2005, c. 34, s. 19 (9).
Registrar to act
(10)  Where the facilitator has made a recommendation under clause (9) (b), the Registrar shall act in accordance with the facilitator’s recommendations by imposing the taking of the remedial instruction as a condition of the licence. 2005, c. 34, s. 19 (10).
Registrar’s authority not affected
(11)  This section does not prevent the Registrar from exercising his or her authority under any other provision of this Act in respect of a licensee against whom a complaint has been made, whether or not the Registrar has dealt with the complaint under this section. 2005, c. 34, s. 19 (11).