Early Resolution 

What is Early Resolution?

Early Resolution is an optional, voluntary process that the College offers to help individuals address concerns about registered opticians outside of the formal complaints process. 
This informal approach aims to resolve concerns quickly and constructively by exploring if an outcome can be reached that both parties would find acceptable. 

What does Early Resolution involve?

During the Early Resolution process, College staff will speak with both the individual raising the concerns and the registered optician to understand each party’s perspective, clarify the issues, and explore possible solutions. This dialogue-based approach focuses on communication and problem solving, allowing staff to facilitate an outcome that both parties may find acceptable. 

As this is an informal process, the College will not formally investigate the matter. 

When can Early Resolution be used?

Early Resolution can be used at the initial intake stage only – i.e. before a formal complaint has been filed with the College. Once a formal complaint has been filed, the College is required to follow the formal investigation process set out in the legislation. 
Early Resolution does not replace or limit a person’s right to file a formal complaint; individuals who choose Early Resolution may still decide to pursue a formal complaint if they choose. 

In addition, Early Resolution will not be suitable in all situations. Examples of complaints/inquiries that may benefit from Early Resolution are: 

• Concerns about communication or miscommunication in patient care – e.g. store policies/warranties, lens selection, or disagreements about whether a patient requires a contact lens fitting. 
• Concerns about accessing personal health information (e.g. a Pupillary Distance measurements (PD) measurement) or health records.
• Any other complaint/inquiry the College believes would benefit from early resolution. 

The College cannot use the Early Resolution Process in the following situations:

• The concerns include allegations of sexual abuse or sexual misconduct.
• The concerns include allegations of fraud by the Registrant.
• The matter has been referred to the Discipline Committee.
• The Complainant prefers a formal investigation.
• The College believes public protection requires a formal process.
• The College believes the allegations at issue makes the process otherwise improper.

Key points to keep in mind about Early Resolution:

• It is an informal and voluntary process for both parties. 
• It may not be suitable for all concerns, particularly those involving serious allegations or matters requiring formal investigation. 
• It does not replace the complaints process. An individual who selects Early Resolution may choose to proceed with the formal complaint process at any time. 
• No formal investigation is conducted, as the focus is on communication and problem-solving rather than fact-finding or determining wrongdoing.
• The College may decide to end Early Resolution at any stage, if it determines that continuing is not appropriate – for example, if new information suggests a formal investigation is required or if the process is no longer productive.
• Outcomes reached through Early Resolution are confidential and cannot result in remedial action or a referral for disciplinary proceedings