The CVBC is responsible for protection of the public and their animals by ensuring they are served by a competent and ethical veterinary profession. Under the authority of the Veterinarians Act and the CVBC Bylaws, the CVBC is responsible for the following:
If you have concerns about the care your animal has received or the conduct of a veterinarian, you can submit a complaint to the CVBC for review.
The purpose of the CVBC complaints process is to evaluate the performance of a veterinarian against the standards of conduct and competence that the veterinarian is required to meet. The CVBC can only take action on complaints that engage the Veterinarians Act, the CVBC Bylaws, and the professional practice standards.
Please be aware that there are certain things that the CVBC cannot do, including:
Please submit the following to the CVBC:
Complaints may be submitted in writing to:
CVBC Complaints Department Airport Executive Park (Building 7)
10991 Shellbridge Way, Suite 210
Richmond, BC V6X 3C6
If you are unable to submit your complaint in writing because of a disability or a language barrier, please contact our office. We can assist you by providing translation and transcription services.
Please contact the CVBC Office at the phone numbers or email address below if you have questions or require assistance with submitting a complaint.
To contact the CVBC Complaints Department:
Toll Free: 1-800-463-5399
The complaints process can vary in time to completion depending on the complexity and seriousness of the case in question. The CVBC will provide you with regular updates as a complaint proceeds through the process, but you are welcome to contact our office for a status update.
1. Once you have provided complete information about the complaint, it will be reviewed by the Investigation Committee which consists of veterinarians and public members. At this stage, the Investigation Committee will either direct an investigation or dismiss the complaint without an investigation, as described in the Veterinarians Act.
2. A complaint may be dismissed without an investigation if the Investigation Committee determines any one or more of the following:
a. the complaint is trivial, frivolous, vexatious, or made in bad faith; b. the CVBC does not have jurisdiction over the matter; c. the complaint gives rise to an abuse of process; d. the complaint is filed for an improper motive or purpose; e. there is no reasonable prospect that the complaint will be substantiated; and/or f. the complaint has been appropriately dealt with in another proceeding.
3. All complaints that are not dismissed following initial review by the Investigation Committee will be investigated.
4. When there are serious concerns identified in a complaint that may require extraordinary action to protect the public interest during an investigation of a veterinarian and pending a discipline hearing, the Investigation Committee may:
a. impose practice restrictions or b. suspend the veterinarian’ registration.
5. A complaint will be shared with the veterinarian(s) involved so that they can respond to the allegations in the complaint.
6. A CVBC inspector will be assigned to gather any information, including medical records, responses from the veterinarian, and your comments.
7. The CVBC inspector will prepare a report with all of the information gathered during the investigation, which will be provided to the Investigation Committee.
8. After reviewing the inspector’s report, the Investigation Committee may:
a. Dismiss the complaint with or without practice advice or recommendations to the registrant if: