Complaints Process

Telling Us about Your Complaint

If you have a complaint about a member of the Canadian Association of Holistic Nutrition Professionals (CAHN-Pro), send your complaint to CAHN-Pro in a recorded format such as a written letter or email, audio tape or video recording.

The more information you can provide, the easier it will be to investigate your complaint. You should give the names and addresses of anyone else who may be able to give information about your complaint. If you want to complain but are having trouble putting your thoughts in a letter, you can call CAHN-Pro for assistance in recording your complaint.

Investigating Your Complaint

Once CAHN-Pro has received your formal complaint, an investigation will begin. In most cases, a copy of your complaint will be forwarded to the holistic nutrition professional, who will be given 30 days to respond to your concern. A copy of the holistic nutrition professional’s response will then be sent to you for any further comments you may wish to make. The holistic nutrition professional’s explanation may be enough to answer any questions you have and may resolve your complaint.

If the holistic nutrition professional’s response has not resolved your complaint, CAHN-Pro will continue with its investigation. In some cases, CAHN-Pro may ask you to sign an Authorization Form to assist in obtaining your records or files. Even if you are satisfied with the holistic nutrition professional’s response, CAHN-Pro may choose to continue its investigation if it feels that it’s in the public interest to do so. CAHN-Pro will keep you informed as the investigation proceeds.

The CAHN-Pro Complaints Committee (Complaints Committee) includes both members of the public and holistic nutrition professionals. Neither you nor the holistic nutrition professional attends the Complaints Committee meetings. The Complaints Committee may decide to appoint an investigator to gather information relating to your complaint. This may involve interviewing you, the holistic nutrition professional, and any other person who may have information relating to your complaint. All information relating to the investigation and resolution of a complaint is confidential.

What Happens Next?

The Complaints Committee reviews everything collected during the investigation. After this review, the Complaints Committee may do one or more of the following:

require the holistic nutrition professional to appear before the Complaints Committee to be cautioned;
require the holistic nutrition professional to complete a specified continuing education or remediation program;
refer the matter for incapacity proceedings if there are concerns suggesting that the holistic nutrition professional is suffering from a physical or mental incapacity;
refer the matter to the Discipline Committee. The discipline process is entirely separate from the complaints process. The Discipline Committee deals with allegations of professional misconduct or incompetence through a formal hearing. CAHN-Pro prosecutes the holistic nutrition professional against whom the allegations have been made. As the complainant, you are not a party to these proceedings. However, you may be called to appear as a witness;
take no further action;
take other action it considers appropriate and which is not inconsistent with the Regulated Health Professions Act, 1991 (RHPA). As a nonregulated profession, CAHN-Pro still adheres to its guidelines.

Written reasons will be provided to you and the holistic nutrition professional where the matter has not been referred to the Discipline Committee or for incapacity proceedings.

Timeframes

The investigation of a complaint should be completed within 150 days of it being filed with CAHN-Pro. If it takes more than 150 days to deal with the matter, CAHN-Pro does not lose jurisdiction. After 150 days, a letter is sent to both parties explaining that CAHN-Pro will not meet the deadline and providing an expected date of disposition that is no more than 60 days from the 150-day deadline.

What happens if I am not satisfied with the decision of the Complaints Committee?

Unless the decision is a referral to the Discipline Committee or for incapacity proceedings, both you and the holistic nutrition professional have the right to request a review by an independent mediator, generally a nonhealthcare professional. CAHN-Pro does not have the authority to demand money for you from the holistic nutrition professional. This can only be achieved through the civil court system.