After a Complaint is Made

Once your complaint is reviewed, possible outcomes include:

1. Informal Resolution

If it is in the public interest, NSCN staff may resolve a complaint informally. 

Informal resolutions allow flexibility to address the causes of conduct, support a nurse’s learning, and reduce future risks. Informal resolutions may require the nurse to:

• Complete education or training
• Undergo treatment or monitoring
• Submit reflective essays
• Take other corrective actions tailored to the complaint
• Resign from NSCN (a nurse cannot resign while under complaint without approval from us)

2. Investigation

• If more information is needed, we may open an investigation and appoint an investigator.
• The investigator will gather information, which may include interviewing witnesses and obtaining relevant records (e.g., health records).

Learn more about our complaint investigation process.

3. Fitness to Practise Referral

If there are concerns that a nurse's medical, physical, mental, or emotional health could impact their ability to practice safely, the matter may be referred to the Fitness to Practise Process.

4. Complaint Dismissal

Some complaints may be dismissed, in which case a written decision will explain the reasoning. Both the person who made the complaint and the nurse named in the complaint will receive this decision.

If a complaint is dismissed, the person who made the complaint has the right to request a Complaints Committee review of the decision. 

When a complaint is received, we continuously assess whether intervention is needed in the nurse's practice to protect the public. This is called an interim action.

Interim action may include:

• Ask the nurse named in the complaint to voluntarily agree to limitations on their practice
• Request that the nurse agree not to practise while the complaint is under review
• Bring the matter to the Complaints Committee, which may issue an interim order before, during, or after an investigation. The order may prevent the nurse from practising or impose practice limitations.

Interim action is exceptional and requires careful consideration of factors such as:

• The alleged conduct of the nurse
• The likelihood of future conduct that could pose a risk
• The degree of potential harm to the public
• The level of intervention needed to minimize risk

Interim action is temporary and remains in place until a final decision is made—or we or a committee reconsider the matter.

Important: Interim action does not mean the allegations have been proven. And it does not indicate the outcome of the final investigation.

The professional conduct process is confidential. Everyone involved is legally required to keep complaint-related information confidential unless the Nursing Act allows disclosure. This includes:

• NSCN Staff
• Complainants
• Nurses named in complaints
• Witnesses
• Committee members

When Disclosure Is Permitted

Confidential information may be shared in limited circumstances, such as:

• With your legal counsel
• For nurses named in a complaint, with theirlegal counsel, union, or other representative
• For other participants in the professional conduct process, with their legal counsel, a union representative, or a representative for the nurse
• If the information is publicly available
• When required by law

Additionally, if necessary for the complaint process, we may disclose information to:

• Witnesses
• NSCN representatives (such as employees, agents, and committee members)

Everyone involved in an investigation will be informed of their legal duty to keep information private. All documents related to the investigation are handled securely.

Publication of Complaint Information

In some cases, the Nursing Act or Regulations may require or permit the publication of information.

• Publication generally applies only to serious allegations or disciplinary matters
• Most complaints are resolved without publication
• Hearings before the Professional Conduct Committee are typically open to the public

Learn more about the Professional Conduct Committee process.

We uphold public trust by being accountable and transparent. One way we do this is by providing a clear overview of our conduct processes in a way that is easy to understand.

However, these processes can be complex, and many factors influence the best action to serve the public interest.

The information on this website is general guidance and not legal advice. If there is any inconsistency between this material and the Nursing Act, regulations, or bylaws, the legislation is the final word.

For a full understanding of the complaint investigation process, you can contact:

• A member of our team
• Your legal counsel
• Your union representative