The Importance of Filing Complaints
- Michelle Cuenca
- Apr 12
- 3 min read
North East Newmarket Veterinary Services
Dr. Autumn Drouin (Autumn L.) https://cvo.ca.thentiacloud.net/webs/cvo/register/#/profile/588a3bfd33616616ef001592?ref=search
Clinic states retired, CVO states resigned
CVO has placed condition & Limitations
Uxbridge Veterinary Hospital
Dr. Ceclia Crestani
CVO: License history of limitation and restrictions
In Ontario, complaints submitted to the College of Veterinarians of Ontario (CVO) are not only about cases of obvious wrongdoing or severe misconduct. They are also an important part of maintaining professional accountability across the entire veterinary system even when the veterinarian involved is currently in good standing or has previously completed remediation, restrictions, or additional training.
Understanding this helps in place broader system designed to protect animals, support transparency, and strengthen standards of care.
1. Good Standing Does Not Mean No Review Is Necessary
A veterinarian being in good standing generally means:
They are licensed to practice
They have met minimum regulatory requirements
They are not currently under active suspension or restriction
However, it does not mean:
Their care cannot be reviewed
Concerns are automatically invalid
Patterns of concern are not tracked over time
Regulatory bodies review individual complaints in context, and sometimes multiple reports over time may reveal patterns that would not be visible from a single case.
2. Complaints Still Matter for Accountability
Even when a veterinarian is practicing normally or has previously completed corrective steps (such as exams, remediation, or a suspension period), complaints serve an important function:
• They create a formal record
Each complaint adds to a documented history that can help regulators assess whether care standards are consistently being met.
• They support system-wide oversight
Regulators are responsible not only for individual cases, but also for identifying broader trends in practice standards, communication issues, or clinical decision-making.
• They ensure transparency
Accountability systems rely on feedback from the public.
Without complaints, gaps in care may go unrecognized.
3. Why “Resolved Issues” Can Still Be Relevant
In some cases, a veterinarian may:
Complete additional training or exams
Return to practice after restrictions are lifted
Demonstrate improvement in certain areas
Even in these situations, new complaints are still meaningful because they:
Help confirm whether improvements are sustained over time
Identify whether similar concerns are recurring
Ensure that past issues are not repeating in new cases
This is not about assuming wrongdoing it is about ensuring ongoing safety and quality of care.
4. Protecting Animals Through Reporting Patterns
One of the most important roles of the complaint process is identifying patterns rather than isolated incidents.
A single concern may not lead to action, but multiple concerns over time can:
Highlight communication breakdowns
Identify repeated clinical decision issues
Show systemic practice concerns within a clinic
Trigger deeper review processes when necessary
This is how regulatory bodies move from isolated reports to meaningful oversight decisions.
Owner Advocacy: Your Voice (Your Pet's Voice) Matters
Pet owners are often the first to notice when something feels off in care, especially when owners practice responsible pet ownership or compliant pet care. Filing a complaint is a way of:
Ensuring your experience is formally documented
Supporting transparency in veterinary practice
Helping protect future patients from similar concerns
Contributing to professional standards across the field
When owners are adequately informed and prepared for all potential outcomes, it enhances clarity and supports stronger case documentation. This helps minimize ambiguous interpretations in clinical situations, such as attributing treatment limitations solely to advanced age when appropriate care could have been provided, or instances where non-compliant feeding practices, such as table food, may have compromised medication effectiveness or treatment outcomes.
It is not about “removing someone from practice” as a goal, but about ensuring safe, competent, and consistent care standards , rather than permitting apprehension around routine procedures such as dental surgery to escalate to the point where potential concerns in care may go unaddressed, it is essential that veterinary practice remains grounded in accountability and evidence-based standards.
6. Accountability and Fairness
Veterinarians can make mistakes and also improve through education and oversight
Complaints should be evidence based and factually documented
Regulatory processes exist to fairly assess concerns, not automatically punish practitioners
The goal is professional accountability, patient safety, and public trust, not assumption or escalation without evidence.
Filing a complaint matters even when a veterinarian is in good standing because it strengthens the overall accountability system. It helps ensure that care standards are consistently met, patterns are properly identified, and animal welfare remains protected through transparent oversight.
Comments