As part of its mandate to protect the public, the ACDH is responsible for addressing complaints of unprofessional conduct made about its registrants. The complaints process is outlined in Part 4 of the HPA. A complaint can be made by anyone about a registrant. Unprofessional conduct is defined in the HPA and includes a breach of the Standards of Practice, the Code of Ethics, or conduct that harms the integrity of the profession.
Complaints are handled objectively and compassionately, with an aim to address concerns and reduce risk to the public. When possible, the ACDH strives to resolve complaints with a focus on remediation and education.
The trend of rising numbers of complaints has continued. The top complaints issues were:
- competency and skill: e.g., failing to complete appropriate assessments and accurately diagnose periodontal disease, failing to complete periodontal probing, failing to detect and remove calculus, failing to read and interpret radiographs, etc.
- infection, prevention, and control: e.g., deficiencies related to medical device reprocessing, inadequate use of PPE, using medical devices without active Health Canada licenses, failing to follow the manufacturer’s instructions for use for medical devices, etc.
- billing: e.g., overbilling, billing under inaccurate codes, etc.
- patient records: e.g., failing to note probing depths, recession, and abnormalities; failing to include the required sterilization load information; inadequate informed consent, etc.
- communication: e.g., failing to respond to inquiries from patients, failing to communicate with and respond to representatives of the ACDH, inappropriate communication on social media, etc.
- collaboration: e.g., failing to communicate the need for a referral, failing to refer when risks outweigh the benefits, etc.
Complaints Received As at October 31, 2025
| 2021 | 2022 | 2023 | 2024 | 2025 | |
|---|---|---|---|---|---|
| Patient or public / family member | 6 | 2 | 6 | 7 | 10 |
| Other (agency, professional body, regulated health professional not an RDH) | 1 | 0 | 0 | 7 | 7 |
| ACDH registrant (an RDH) | 0 | 1 | 0 | 3 | 4 |
| Employer | 0 | 0 | 0 | 3 | 3 |
| Section 56 (Complaints Director) | 2 | 0 | 1 | 13 | 5 |
| Total Complaints Received | 9 | 3 | 7 | 33 | 29 |
Nature of New Complaints* November 1, 2024 to October 31, 2025
| 2021 | 2022 | 2023 | 2024 | 2025 | |
|---|---|---|---|---|---|
| Advertising / business operations | 4 | 1 | 3 | 7 | 10 |
| Conduct – non-sexual in nature | 1 | 1 | 2 | 16 | 11 |
| Communication / consent | 1 | 1 | 1 | 13 | 7 |
| Contravention of an Act or regulation | 0 | 0 | 2 | 8 | 5 |
| Ethical issues | 1 | 0 | 0 | 3 | 15 |
| Privacy issues | 0 | 0 | 1 | 2 | 3 |
| Record keeping | 1 | 0 | 1 | 5 | 2 |
| Sexual abuse or sexual misconduct | 0 | 0 | 0 | 1 | 0 |
| Skills / practice / knowledge | 1 | 0 | 2 | 18 | 5 |
| Infection prevention and control | – | – | – | – | 3 |
*Complaints are often complex and multifaceted, so one complaint can encompass, and be reflected, in multiple categories.
Resolution of Complaints November 1, 2024 to October 31, 2025
| Complaints dismissed | 8 |
| Complaints resolved by resolution agreement | 7 |
| Complaints withdrawn by complainant | 2 |
| Number of registrants dealt with under s.118 | 0 |
| Total number of complaints closed | 17 |
Hearings Director Report
ACDH hearings are open to the public and may proceed by way of consent agreements between the registrant and the ACDH. Hearing Tribunal findings may be published on the College’s website.
Discipline decisions made by Hearing Tribunal, Council, or the Court, for unprofessional conduct related to sexual abuse or sexual conduct, including the name and practice permit number of the registrant, plus any orders made, are permanently published on the College’s website.
Hearings, Appeals, and Reviews Conducted November 1, 2024 to October 31, 2025
| 2021 | 2022 | 2023 | 2024 | 2025 | |
|---|---|---|---|---|---|
| Findings based in whole or in part on sexual abuse | 0 | 0 | 0 | 0 | 0 |
| Findings based in whole or in part on sexual misconduct | 0 | 0 | 0 | 0 | 0 |
| Hearings | 0 | 0 | 0 | 0 | 0 |
| Hearings partly or completely closed to the public | 0 | 0 | 0 | 0 | 0 |
| Appeal of Hearing Tribunal decision to Council | 0 | 0 | 0 | 0 | 0 |
| Complaint Review Committee review of decision to dismiss a complaint | 0 | 0 | 0 | 0 | 0 |
Outcomes of Hearings, Appeals, and Reviews November 1, 2024 to October 31, 2025
Hearing Tribunal(s): n/a
Complaint Review Committee review of a complaint dismissal: n/a