Making a Complaint

Complaints can only be made against social workers who are registered with ACSW.

Verify that a social worker is registered here. Or contact us by phone, or email complaints@acsw.ab.ca to verify the social worker is registered.

What is a complaint?

A complaint is a written statement you make when you believe a registered social worker has behaved unprofessionally in the practice of social work. (You can also make a complaint against a former registered social worker who was registered within the past two years.)

The complaint process is a legal process governed by the Health Professions Act and the Social Workers Profession Regulation.

Who can make a complaint?

• If you believe that you or someone you know has been harmed by a registered social worker, you may file a complaint
• Registered social workers have an obligation to notify the College when they believe a colleague has engaged in unprofessional conduct
• If the person filing the complaint is not the person who was directly affected by the violation, the social worker’s clients should be named only if they give their consent
• When a registered social worker is terminated, suspended, or resigns in place of termination, the employer must notify the ACSW of the termination or suspension. The ACSW then treats this notification as a complaint.

What are the goals of the complaints process?

ACSW serves and protects the public by regulating the practice of social work. If you file a complaint because you believe a registered social worker has acted in a way that harms you, another person, or the profession, it helps keep social work practice safe and accountable.

When the evidence shows that a registered social worker has not been meeting the Standards of Practice or Code of Ethics or has acted in a way that caused harm to a client or the profession, ACSW will work to ensure that the action is not repeated.

Are there alternatives to filing a complaint?

Yes.

You can:

• Talk to the social worker: When you have a concern about a social worker, it’s often best to talk to the social worker first to see if you can solve the issue together
• Talk to a supervisor: Talk to the social worker’s supervisor if possible
• Before filing a complaint, consider using the complaint processes of the organization the social worker is employed at
• If these options don’t work for you, you can choose to file a complaint with ACSW

If you decide to make a complaint, it must contain:

1. Your full name, address, and phone number.
2. The full name of the registered social worker who you’re making the complaint about, including their contact information, if you know it.
3. Details of your relationship with the registered social worker: how long you’ve been a client (if you are or were), or your connection to the social worker.
4. Details of what led to the complaint, including dates, names of any witnesses, and any other relevant information.
5. Specific details regarding how the registered social worker behaved unprofessionally. Supporting documentation should be copied and included.

In general, complaints should include the basic information of who, what, when, where, why and how.

What happens when a complaint is filed?

When you make a complaint:

The complaint form or letter is received

• You are notified that it’s been received
• Within 30 days of receiving the complaint, ACSW must decide what action to take and notify you
• The social worker being complained about is notified of the complaint and given a copy of the complaint, and typically the first action is to request the social worker to provide a written response to the allegations

If an associate complaints director decides there is evidence that the social worker might have acted unprofessionally:

• the associate complaints director decides what action to take  and notifies you and the social worker
• The associate complaints director ensures fair and impartial evidence is gathered
• If the investigation shows that your complaint is supported by evidence, the social worker will face disciplinary action
• If there is insufficient or no evidence, the complaint is dismissed and no action is taken against the social worker
• You have 30 days after notification of a dismissal to request a review of the decision in writing, identifying what information was not considered in the decision

ACSW decides a social worker might have acted unprofessionally, we might take one or more of these steps:

• Encourage you and the social worker to resolve the complaint together
• Work with you both to resolve the complaint
• Use an expedited alternate resolution (EAR) process if you both agree
• Ask an expert for a report on the subject matter of the complaint
• Appoint an investigator to do an investigation
• Dismiss the complaint if there is insufficient or no evidence of unprofessional conduct
• Refer the social worker for a capacity assessment (which assesses if they are physically or mentally able to do their job) as directed by the Health Professions Act, Section 118

If an expert is asked to make a report or an investigation is started, you, and the social worker who was complained about, will be informed.

Investigations

What happens when a complaint is investigated?

• The investigator talks to the people involved to get more information
• The investigator can ask anyone involved to answer questions and share any documents that are relevant
• They will talk to you (the person who made the complaint), the social worker who was complained about, witnesses, employers, or anyone who has information that will help the investigation
• The investigator prepares a report with what they find out and gives it to the associate complaints director
• The associate complaints director decides what to do next:
  • Further investigation
  • Expedited alternate resolution (EAR) if both the complainant and social worker agree
  • Refer to a hearing
  • Dismiss the complaint

Dismissals and appeals

What happens if a complaint is dismissed?

• ACSW’s associate complaints director can decide to dismiss a complaint if there is insufficient or no evidence of unprofessional conduct
• This can happen before or after an investigation
• The associate complaints director must give reasons for a dismissal
• You will be notified about any actions or decisions that are made

If my complaint is dismissed, can I do anything else?

You have 30 days from being notified of a dismissal to ask in writing for a complaint review with the reason for the review.

• A Complaint Review Committee will review the decision, the documentation that has already been submitted, and the investigator’s report (if there is one)
• You and the social worker will be asked to provide written and/or oral submissions
• The committee will choose one of the following:
  • Refer the matter to a hearing
  • Order an investigation
  • Confirm the dismissal

Are the results of hearings published?

The ACSW publishes hearing decisions when a registered social worker has been found to have acted unprofessionally, and what the resulting sanctions are.

When a registered social worker’s registration is suspended or cancelled because of unprofessional conduct, the decision must be published with the social worker’s name.

Hearing decisions are published on the ACSW website for ten years from the date of the hearing. As required by the Health Professions Act, any findings of sexual abuse or sexual misconduct, will be published indefinitely.

All hearing decisions and disciplinary agreements (link)

Hearing decisions published with names (link)