Complaints and Conduct

The College of Opticians has a mandate to protect the public. This mandate includes:

• addressing concerns about the conduct of registered opticians
• investigating non-registered individuals who may be engaging in unauthorized or illegal practice

Please review the information below to learn about the various ways that you can let the College know about your concerns.

Make a Complaint

If you are concerned about the conduct of a registered optician, you can make a complaint to the College. A complaint must be made in writing (or another permanent form such as an audio recording) and must identify the optician at issue. Making a complaint initiates a formal process where the College will investigate the complaint and inform you of the outcome. To learn more about making a formal complaint, visit the Understanding the Complaints Process.

Report Information

If you are concerned about the conduct of a registered optician but do not wish to make a formal complaint, you can still report this information to the College in writing or by phone. The College will review the information and determine appropriate next steps. In general, the College will not be able to provide you with updates about any steps that are taken or the outcome of any investigation.

Report Unauthorized Practice

In Ontario, only certain individuals (registered opticians, optometrists or medical doctors (ophthalmologists) or their authorized delegates) are allowed to fit and dispense prescription eyeglasses and contact lenses to the public.

If you believe that a non-registered individual is practising illegally, you can make an Unauthorized Practice Report to the College. The College will review the information and determine appropriate next steps. This may include taking legal action against individuals or corporations that permit or encourage unauthorized practice. In general, the College will not be able to provide you with updates about any steps that are taken or the outcome of any investigation.

Make a Mandatory Report

If you are a registered optician, or you employ or operate a business where registered opticians work, you have an obligation under the Regulated Health Professions Act, 1991 to report certain information to the College. A mandatory report must be made, for example, if you learn that an optician may have sexually abused a patient. To learn more about mandatory reporting obligations for registered opticians, click here. To learn more about mandatory reporting obligations for employers or business owners, click here.