When the College of Veterinarians Contacts You
This page is for licensed veterinarians in companion-animal, equine, food-animal and mixed practices, and for those who hold a facility’s certificate of accreditation. Complaints usually come from animal owners after a death or complication, a disagreement about fees or estimates, or a communication breakdown. Concerns about a facility, such as premises, equipment or records, can be raised separately.
Illustrative example, not an actual CVO letter
“The College has received a complaint from the owner of a dog that died following surgery at your clinic. The owner raises concerns about anaesthetic monitoring and the estimate provided. You may submit a written response to the Complaints Committee.”
The law is changing. The Veterinary Professionals Act, 2024 has been passed. It will continue the College as the College of Veterinary Professionals of Ontario and replace the Veterinarians Act. As of this page’s research date, e-Laws shows its main provisions (ss. 1–98) still awaiting proclamation, so the process below follows the Veterinarians Act, which remains in force. Check the current position before relying on this page.
Who Investigates and Who Decides
- Regulator
- The College of Veterinarians of Ontario, under the Veterinarians Act (“the Act”), which has its own complaints and discipline process. The College’s Investigations and Resolutions team handles complaints, and it also runs a mediated resolution program.
- Who decides at the investigation stage
- The Complaints Committee (Act, s. 24). The Executive Committee can also direct a hearing (s. 30(1)).
- Who holds hearings
- The Discipline Committee hears allegations of professional misconduct or serious neglect (s. 30). Panels have three to five members, including at least one public member, and hearings are held electronically and are generally public.
- Facilities
- A veterinary facility needs a certificate of accreditation (s. 15). The Registrar can refer a certificate to the Accreditation Committee if the facility no longer meets the standards, breaches a condition, or is used outside its class; that committee holds a hearing (s. 22).
- Who reviews and hears appeals
- The Health Professions Appeal and Review Board reviews Complaints Committee decisions (s. 25). Appeals from the Discipline and Accreditation Committees go to the Divisional Court (s. 35).
Key timelines in the Act
- The Complaints Committee cannot act until you have been notified and given at least two weeks to submit a written explanation (Act, s. 24(1)(a)). That is much shorter than for most professions, so check the date in your notice immediately.
- A complainant or veterinarian unhappy with the committee’s decision, other than a referral to discipline, can ask HPARB for a review within 30 days of receiving the written decision (s. 25(2)). HPARB looks at the adequacy of the investigation and the reasonableness of the decision (s. 25(11)).
Common Issues in Veterinary Investigations
Anaesthesia and surgery
Deaths or complications under anaesthesia, monitoring and staffing, and whether risks were explained beforehand.
Informed consent and estimates
Treatment beyond what the owner authorized, unclear estimates, and euthanasia consent.
Medical records
Incomplete records, delayed transfer of records to another clinic, and records altered after a complaint.
Drugs and prescribing
Dispensing and controlled-drug handling, and prescribing without a valid veterinarian–client–patient relationship.
Facility standards
Premises, equipment and the class of facility on the certificate of accreditation, which the Accreditation Committee can enforce (s. 22).
The College publishes Professional Practice Standards and policies that set out the expectations its committees apply.
What Can Happen Next
-
Complaints Committee decision
The committee may refer the matter to the Discipline Committee, bring it to the Registrar’s attention for possible impairment proceedings, decide not to refer it, or take other appropriate action (Act, s. 24(2)). It may also require you to appear to receive advice about your practice (s. 24(4)). A complaint it considers frivolous, vexatious, made in bad faith or an abuse of process can be dismissed after notice and a chance for written submissions (s. 24(5)–(6)).
-
Discipline hearing
If the panel finds professional misconduct or serious neglect, it may revoke your licence; withdraw or suspend specialist status; suspend your licence; impose conditions and limitations; order a fine of up to $5,000; reprimand you; or suspend or postpone a penalty on terms (Act, s. 30(5)). If the panel finds the proceeding was unwarranted, it can order the College to pay your costs (s. 30(6)).
-
Accreditation hearing
For a facility, the Accreditation Committee may revoke the certificate, suspend it for up to two years or until compliance is shown, change the facility’s class, or make other orders (Act, s. 22(3)).
-
Review and appeal
HPARB review of Complaints Committee decisions is available within 30 days of receiving the decision (s. 25(2)).
Divisional Court: parties to Discipline Committee and Accreditation Committee proceedings may appeal on questions of law, fact or both (s. 35). How an appeal affects the order depends on the ground. Orders based on serious neglect take effect immediately unless the court orders otherwise. Licence orders based on professional misconduct do not take effect until the appeal period ends or the appeal is decided (s. 32).
Checklist: Responding to a CVO Complaint
Documents to gather
- The College’s letter and the date you received it, since your response time may be as short as two weeks
- The complete medical record, including anaesthetic and monitoring sheets, lab results and imaging
- Signed consent forms, estimates and invoices
- Communications with the owner, including phone logs, emails and portal messages
- Drug logs, if dispensing or controlled drugs are involved
- Names of technicians and staff involved, and the staffing that day
Details to check in the notice
- Your written response deadline
- Whether mediated resolution is being offered
- Whether the matter concerns you, the facility, or both
- Whether the new Veterinary Professionals Act, 2024 has come into force and changed the process
Rules and resources to consult
- Veterinarians Act, ss. 15–35, and its regulations, including the professional misconduct provisions
- CVO Professional Practice Standards and policies
- HPARB rules, if you or the complainant seek a review
- The status of the Veterinary Professionals Act, 2024 on e-Laws
- Your professional liability insurer
Frequently Asked Questions
How long do I have to respond?
The Act requires at least two weeks’ notice before the Complaints Committee acts (s. 24(1)(a)). Check the date in your letter and ask early if you need more time.
Does an appeal pause a discipline order?
It depends on the finding. Licence orders for professional misconduct are paused until the appeal is resolved; orders for serious neglect take effect immediately unless the court orders otherwise (s. 32).
What changes under the Veterinary Professionals Act, 2024?
Once proclaimed, the Act will rename the College and modernize its framework. This page will be updated when the new process takes effect. Until then, the Veterinarians Act applies.
Sources
Statutory references are to the provisions listed below, as consolidated on e-Laws when this page was prepared.
- Veterinarians Act, R.S.O. 1990, c. V.3, ss. 15, 22, 24–25, 30, 32, 35 — e-Laws consolidation period beginning June 6, 2024 (repeal on proclamation pending); checked November 10, 2026.
- Veterinary Professionals Act, 2024, S.O. 2024, c. 15, Sched. 1 (ss. 1–98 not yet proclaimed) — Checked November 10, 2026.
- CVO, “Complaints Process” — Checked November 10, 2026.
- CVO, “Discipline Process” — Checked November 10, 2026.