The Alberta College of Paramedics has undertaken an initiative to seek resolution of perceived or actual conflicts between two or more parties through an Alternative Complaints Resolution (ACR) process. Alternative Complaint Resolution provides for the mediation of complaints that may be resolved to the satisfaction of the complainant, the investigated practitioner, and the College representative, who represents the public interest.
Alternative Complaint Resolution Process
- Is confidential;
- Allows disputing parties to resolve differences without the higher costs, lengthy time commitment, and publicity of an open hearing; and
- Strives to work on the issues surrounding the complaint, seeking a mutually agreeable resolution.
Because Alternative Complaint Resolution is not identified under the Health Disciplines Act, the complainant must be willing to place their complaint on hold pending the outcome of Alternative Complaint Resolution. In the event that the complaint is not resolved, it is forwarded to the Complaints Director to follow the normal complaint process.
Following agreement of all parties to enter into Alternative Complaint Resolution, the Complaints Director appoints an impartial mediator, who evaluates the complaint's suitability for mediation, and maintains its progress throughout the process.
The mediator works with a College representative who is appointed to advise the mediator on matters pertaining to the health care system. The College representative is also entrusted to ensure that the protection of the public is maintained. Should the matters discussed be substantially different from the original complaint, or new information is revealed that indicates misrepresentation on the part of any participant, the mediator is obligated to notify the Complaints Director. The mediator is also required to report the settlement, which is referred to as the Memorandum of Understanding, to a Complaint Review Committee created from a list of volunteer regulated practitioners, who may approve, modify, or reject the agreement.
If disputing parties cannot reach a settlement, or the Complaint Review Committee does not ratify the proposed settlement, the complaint is referred back to the Complaints Director to be processed under Part IV of the Health Disciplines Act.