Inquiry and Complaint Process

Starting the complaint process

The ACCT Ethics Committee receives and investigates complaints against members. If you have a potential complaint:

1.  Please send a contact form with a request to speak to someone regarding your complaint.

2. Upon receiving a callback, provide the counsellor’s name to determine if the counsellor is currently a registered member.

3. A phone interview with you and an ACCT representative will determine if your complaint falls within our jurisdiction and what information we will need to proceed.

4. If these criteria are met, we will send you a formal complaint package.

You will not be asked to provide your own name until you choose to make your complaint formal.

The types of concerns ACCT can address:

  • Disrespectful behaviour towards clients
  • Poor professional boundaries
  • Client exploitation
  • Confidentiality/disclosure and informed consent issues
  • Incompetence

ACCT Jurisdiction

ACCT will address your complaint when:

  • The counsellor is a current member of ACCT: RTC (AC), MTC, RCS (Hereafter referred to as RTC).
  • The events that gave rise to the complaint occurred at a time when the counsellor was a member of ACCT.
  • Your concern involves a potential breach of the ACCT Code of Ethics and Standards of Practice.
  • You (or a minor under your guardianship) were the direct recipient of counselling services provided by the RTC.

ACCT does not have jurisdiction to address your complaint when:

  • The counsellor is not a member of the ACCT or was not a member at the time the events occurred.
  • There are current legal proceedings involved
  • The complaint is against a health care facility, institution or agency.
  • The complaint is about business practices outside our Code of Ethics and Standards of Practice.

For a full explanation of the complaint process please read the ACCT Complaint and Inquiry Process.