How to Make a Complaint or Provide Feedback | Introspectus Counselling
Quick Summary
Your feedback matters. You have several ways to share concerns or make complaints:
Talk directly with me
During sessions, by email, or phone
File a written complaint with me
(optional but encouraged)
Contact my professional association
(CCPA Ethics Committee)
Use the BC regulatory college
(coming November 2027)
File privacy complaints
with BC's Privacy Commissioner
Submit anonymous feedback
through our online form
- You have the right to complain without fear of retaliation.
Jump to Section:
Your Feedback Matters
Your feedback helps me improve my practice and ensures you receive the best care possible. Whether you have concerns, suggestions, or formal complaints, I want to hear from you. Good therapy depends on open communication, and that includes letting me know when something isn’t working.
I encourage you to share concerns directly with me whenever possible. Most issues can be resolved through honest conversation, and I’m committed to listening and addressing your concerns collaboratively.
- Informal Feedback: Let's Talk
If you have concerns about our work together, I invite you to discuss them with me directly.
You can raise issues during a session, send me an email, or give me a call. Sometimes the most productive conversations happen when we address concerns as they come up.
I recognize that bringing up concerns can feel uncomfortable. That’s natural. But your willingness to share feedback helps me serve you better and strengthens our therapeutic relationship.
- Let's Talk:
Bring it up in your next session
Formal Complaint Process
You have the right to make a formal complaint about my professional conduct or competence. This right is important, and I’m committed to ethical practice and accountability. Filing a complaint doesn’t mean our therapeutic relationship has to end, though that decision is entirely yours.
You have several options for filing a formal complaint. You can choose the option that feels most appropriate to your situation.
Option 1: Complaint to Me Directly
Optional but Encouraged
You may choose to submit a written complaint directly to me at sean@introspectuscounselling.ca. I actively monitor this email address and will respond within 7-10 business days and work with you to resolve the issue. This option is voluntary, but it often leads to the quickest resolution.
Even if you choose to file a complaint through other channels, I’m open to hearing your concerns directly.
- Option 2: Complaint to My Professional Association (CCPA)
I am a Canadian Certified Counsellor (CCC) and a member in good standing of the Canadian Counselling and Psychotherapy Association (CCPA). You may file a complaint with CCPA’s Ethics Committee at any time.
CCPA Ethics Committee Contact Information
Timeline: Initial acknowledgment typically within 10 business days; full investigation and decision typically within 120 days (4 months).
Contact Details:
Website: www.ccpa-accp.ca/ethics
Complaints Forms: www.ccpa-accp.ca/ccpa-ethics-complaints-forms
Phone: 1-877-765-5565
Mailing Address: Canadian Counselling and Psychotherapy Association, 202-245 Menten Place, Ottawa, ON K2H 9E8
What to Expect from the CCPA Complaints Process
The CCPA complaints process involves a written submission reviewed by the Ethics Committee. There is no fee for filing a complaint with CCPA.
Potential outcomes include:
- Educational requirements to improve practice
- Remedial actions to address specific concerns
- Suspension or termination of certification in serious cases
The process is designed to be fair to all parties and focused on public protection.
Resources:
🛡️ File with CCPA: Access complaints forms at www.ccpa-accp.ca/ccpa-ethics-complaints-forms
- Option 3: Complaint to BC Regulatory College (Coming November 2027)
British Columbia is in the process of establishing government regulation for psychotherapy and counselling. The BC Government has announced that psychotherapists will be regulated under the College of Health and Care Professionals of BC, with an anticipated start date of November 29, 2027. Once this regulatory college is operational, you will be able to file complaints with that body for additional oversight.
College of Health and Care Professionals of BC
The College of Health and Care Professionals of BC (CHCPBC) was established in June 2024. The BC Government has announced that counsellors and psychotherapists will be integrated into this regulatory framework with an anticipated effective date of November 29, 2027.
Note: Government timelines can change. I will monitor the transition closely and update this page with any changes to the timeline or process.
Contact Information:
- Website: www.chcpbc.org
- Phone: 604-742-6715
- Toll-free: 1-877-742-6715
- Email: info@chcpbc.org
- Address: 900-200 Granville St., Vancouver, BC V6C 1S4
- Privacy Complaints: BC Privacy Commissioner
If you believe I have violated your privacy rights under British Columbia’s Personal Information Protection Act (PIPA), you may file a complaint with the Office of the Information and Privacy Commissioner of British Columbia (OIPC).
OIPC Contact Information
Timeline: Variable depending on complexity. The OIPC requires you to first attempt resolution directly with me (allow 30 business days). Formal complaint investigations can take several months.
Cost: There is no fee for filing a complaint with the OIPC.
Contact Details:
- Website: www.oipc.bc.ca
- Complaint Process: www.oipc.bc.ca/for-the-public/how-do-i-make-a-complaint/
- Email: info@oipc.bc.ca
- Phone (Victoria): (250) 387-5629
- Toll-free: Service BC at 1-800-663-7867 (ask for transfer to 250-387-5629)
- Mailing Address: PO Box 9038 Stn. Prov. Govt., Victoria BC V8W 9A4
! Important: The OIPC generally requires you to attempt to resolve privacy concerns directly with me before filing a formal complaint.
The OIPC generally requires you to attempt to resolve privacy concerns directly with me before filing a formal complaint. You can learn more about your privacy rights in my Privacy Policy & Confidentiality page.
🔒 File Privacy Complaint: Visit www.oipc.bc.ca/for-the-public/how-do-i-make-a-complaint/
- What Happens After a Complaint
If you file a complaint with CCPA, a regulatory body, or the OIPC, I will be notified and given an opportunity to respond. The process is confidential and designed to resolve issues fairly. Investigations follow established procedures that respect the rights of all parties involved.
The goal is always to address concerns appropriately and ensure that professional standards are maintained.
Understanding the Investigation Process
Here’s what typically happens:
- Complaint received: The investigating body reviews your complaint for jurisdiction and completeness
- Notice to counsellor: I am notified of the complaint and provided with the details
- Response period: I submit a written response addressing the concerns
- Investigation: The body reviews all evidence and may request additional information
- Findings: A decision is made based on the evidence and professional standards
- Outcomes: Remedial actions, education, or discipline may be required
Timeline: Most complaints are resolved within 3-6 months, though complex cases may take longer.
- No Retaliation
You have the right to file a complaint without fear of retaliation or negative impact on your care. Your safety and well-being remain my priority, regardless of whether you choose to make a complaint.
Filing a complaint is your right as a client, and I respect that right completely.
If you choose to continue therapy with me after filing a complaint, I will continue to provide you with the same quality of care and professional attention.
- Anonymous Feedback (Optional)
If you prefer to provide feedback anonymously, you can use our anonymous feedback form. Anonymous feedback helps me understand patterns and improve my practice, though it doesn’t allow for direct resolution of specific concerns.
Note: The anonymous feedback form is configured with email collection and response receipts disabled to maintain your anonymity.
For issues requiring a response or resolution, please use the formal complaint channels described above.
📝 Anonymous Feedback: Form link coming soon. This section will be activated once the form is configured.
My Commitment to Ethical Practice
Filing a complaint is your right as a client. I am committed to ethical practice and accountability. My goal is to provide excellent care; if I fall short, I want to know so I can make it right.
Complaints are taken seriously and reviewed in accordance with professional standards. These processes exist to protect you and ensure that all counsellors in BC maintain high standards of practice.
Have Questions or Concerns?
If you’re uncertain about whether to make a complaint or how to proceed, I’m happy to discuss your options. You can also contact CCPA or the OIPC directly for guidance on their processes.
Ready to Talk?
Whether you have a concern or want to discuss your options:
Contact Me:
Practice Information
Introspectus Counselling
The Science of Healing, the Art of Care
132-328 Wale Road, Colwood, BC
Sean Lewis, Canadian Certified Counsellor (CCC)