The Resolution Program

The College can resolve select complaints using a Resolution Program (RP) as an alternative to the investigation process.

Several factors are assessed when determining whether the risk of a complaint is appropriate for the RP.

If your complaint is eligible, it can proceed to the RP if you, the dentist, and the College’s Registrar agree to the process.

The RP process is designed to protect the public by improving the practice of dentistry. It is not intended to punish or discipline dentists. By taking part in the RP, a dentist is not admitting any wrongdoing.

Watch this video to learn more about the Resolution Program process.

Why use the Resolution Program?

You and the dentist control the resolution you reach as you are both involved in the decision-making.

There is no charge: the College pays for the costs of the mediator. However, your costs of participating in the mediation (for example, internet service, travel, or time off work) are not covered by the College.

The complaint is often resolved significantly faster than if the College was required to conduct a formal investigation.

Main steps

Step 1: Initiating contact

We will call you to provide you with information regarding the RP process and canvass your interest in participating. If you consent to participate, we will send you a letter and ask you to sign forms.

Step 2: Notifying the dentist

We will notify the dentist of the complaint and ask if they agree to participate.
The College will provide the dentist with a copy of your complaint, request a copy of your relevant patient records, and give them forms to complete to participate in the process.

Step 3: Referral to the RP

If both parties agree to participate, the matter goes to the Registrar for their review and approval to move forward with the RP process.

Step 4: Preparing for mediation

College staff will schedule a mediation meeting and provide you and the dentist with the relevant materials in advance of the meeting. Both parties will have to provide information outlining their goals for the mediation.

The mediation is an opportunity to respectfully and openly communicate about the complaint and to work towards a resolution. You and the dentist are asked to come to the mediation prepared to actively listen, be flexible and without a predetermined mindset.

Watch this video to learn how to prepare for mediation.

Step 5: The mediation meeting

A trained facilitator/mediator will facilitate the mediation which will be held by telephone or on Zoom. The meeting will last approximately two hours.

Some mediations can also take place over a few days by shuttle mediation (where the mediator shuttles between you and the dentist to try to help resolve the complaint).

Step 6: Reaching a resolution

If you and the dentist reach a resolution during the mediation, a resolution will be drafted for you and the dentist to review and sign.

Step 7: Resolution approval

The Registrar will read the resolution and decide whether or not to adopt it.

Watch this video to learn more about what happens during and after a mediation meeting.

What types of resolutions are possible?

You and the dentist have an opportunity to clarify misunderstandings that may have occurred.

In some cases, there may be an acknowledgment of your concerns, an apology from the dentist, or an offer to do things differently in the future.

Where the mediation identifies an area that needs improvement, the dentist may offer to complete some education or a self-reflection paper to improve their practice.

The dentist may agree to make changes to their procedures and policies and share the information with their staff. You could also learn that the dentist acted appropriately in the circumstances and acknowledge that no further action is required.

In a few cases, a small financial remedy (like a waiver or a refund of fees) may be available.

Timelines Withdrawing consent Accessibility and accomodation