The mission of the Alberta Opticians Associaton is to ensure that opticians provide safe and effective care. Should you feel that you have had an experience to the contrary, please let the college know. The AOA investigates all complaints related to an Opticians's professional practice.

The AOA does not have jurisdiction to investigate concerns about business practices, financial matters, poor service, or the manners of the optician (e.g. rudeness). These concerns should generally be referred to the practice manager

You may file a complaint against an Optician through the Alberta Opticians Association office. All complaints must be submitted in writing with details of complaint to the Complaints Director.

Your letter must include your:

• name
• address
• and contact phone number

Remember that when you are submitting your complaint, try to keep it as detailed as possible and be sure to include the Respondent name and place of practice.

Step-by-Step Guide to the Complaints Process

Click on the following links for more information on the process:

1. Types of Complaints 
2. How to Initiate a Complaint
3. Once the Complaint is Received
4. Complaint Resolution
5. Appealing the Decision

1) Types of Complaints 

The Alberta Opticians Association regulates only Opticians, Provisional Opticians and Non Practicing Opticians in Alberta.

The AOA has limited legal authority or jurisdiction over optical stores, dispensaries, corporations or their non-Optician owners or managers.

The AOA does not have the legal authority to deal with issues that are solely of a monetary nature, such as prices, warranties or refunds, which are not regulated. Should your concerns entail these issues only, please consider contacting the Alberta Northern/Central BBB or the Calgary BBB or Small Claims Court.

2) How to Initiate a Complaint 

Any person can file a complaint against an Optician registered with the AOA. Those who file a complaint is known as the Complainant(s). There is no time limitation on filing a complaint with the AOA.

The AOA can only act on complaints when the Registrar receives a complaint letter in writing, either as a written letter, fax, or e-mail ( Health Professions Act , s. 59).

Please see Complaints: How to File a Complaint for details on what to include in the complaint letter.

3) Once the Complaint is Received

All complaints are treated in a confidential manner.

The following are the steps involved in the Complaints Process:

1) AOA Office receives a letter of complaint.

2) AOA Office sends a letter to the Complainant to acknowledge the receipt of the       complaint.

3) AOA Office sends a letter to the Optician in question to notify him/her of the complaint, as well as a copy of the Complainant's complaint letter. The Optician is asked to write in his/her response to the College within 14 days, with his/her specific response to the complaint letter and send copies of documentation related to the Complainant.

4) The Complainant's complaint letter and the Optician's response are forwarded to the Complaint Director, where they review the complaint.

5) The Complaint Director determines whether additional investigation is required or whether there is sufficient information to reach a decision. The Complaint Director can do a number of things as part of its investigation, including:

• Getting clarification from both parties
• Inspecting products when applicable
• Interviewing and obtaining statements from witnesses or other persons
• Inspecting records
• Obtaining copies of documents
• Authorizing undercover investigation

The purpose of the investigation is to determine how the matter should be resolved. The Complaint Director does not conduct hearings and decisions are made in closed sessions (i.e.: without the Complainant or the Optician being present).

In determining the outcome of a complaint, the Complaint Director should have regard to, among other things, the legal requirements of establishing professional misconduct or incompetence and the strength and quality of the evidence against the member who is the subject of the complaint.

4) The Complaint Resolution

Once the investigation into a complaint has been completed, the Complaint Director can make any of the following decisions:

• Dismiss the complaint when appropriate and take no further action.
• Refer a specified allegation of professional misconduct or incompetence against the Optician to the Discipline Committee.
• Both the Complainant and the Optician will receive written notification by regarding the outcome of the complaint. All information relating to the investigation and resolution of complaints is held in the strictest of confidence.

5) Appealing the Decision

Should either the Complainant or the Optician be dissatisfied with the decision and reasons for the decision given by the Complaint Director, they have the right to appeal to the Council of the AOA within 30 days of receiving the notification regarding the outcome of the complaint.

The AOA has a mandate to investigate every written complaint made against its registered members. If you have any concerns about the level of care received or professional misconduct, please contact the Complaints Director: Holly Keyko Alberta Opticians Association 201, 2528 Ellwood Dr S.W. Edmonton, AB T6X 0A9 Ph: (780) 429-2694 or Toll Free (800) 263-6026 Fax: (780) 426-5576  or  Toll Free Fax (800) 584-6896 Email: aoa@opticians.ab.ca Better Business Bureau (Central/Northern Alberta) www.edmonton.bbb.org Better Business Bureau (Calgary) www.calgary.bbb.org