Register for this Session Early Bird Deadline: March 31, 2026. Register now to save!
Complaints are one of the core functions of all professional regulators in Canada. As the industry changes and practices evolve, the dynamics of the complaints system must also evolve to adjust to the ongoing changes. How do regulators handle these trends, address complaints and resolve the validity of these concerns?
This session will provide a deeper examination of past and current complaint patterns and insights from the Complaints Committee, including common themes and practical considerations for practitioners that resulted from both ethical and legal dilemmas.
The session will also explore how complaints can escalate, sometimes resulting in significant draws on PGO and volunteer resources. We will discuss how registrants can better understand the process, access appropriate support, and help ensure concerns are addressed proportionately and effectively.
Attendees will leave with a clearer understanding of complaint trends, process realities, and the resources available to responsibly navigate the complaints process.
Jessica Borysenko, P.Geo.
BHP |
Hannah Chessell, P.Geo.
Geosyntec Consultants International Inc. |
Erica acts exclusively for professional regulators. She provides advice to the Complaints Committee and prosecutes allegations before the Discipline Committee.
Erica will discuss the complaints process, the types of cases that may be escalated to discipline, and her observations of trends in complaints and discipline cases.
Being one of the longest standing members of the Complaints Committee, Doug has seen the ongoing changes and challenges the Committee has faced while maintaining the primary responsibility of protecting the public.
Doug will discuss the recent rise in complaints received based upon areas of professional practice (with mineral exploration having the highest number of complaints), the types of complaints and typical root causes of complaints (ethics, negligence, incompetence and conduct) and the percentage of complaints that end up requiring disciplinary action.
Trends such as level of complaint complexity, complaint nature such as technical versus non-technical and the request for reconsideration of complaints are recent trends that the Committee has had to address.
This talk will also address the resources and volunteer hours that are required for these processes and will conclude by offering potential solutions that licensed professionals can use to avoid becoming the subject of a complaint by PGO.
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