Complaints Process for Clients Seeing a Student Clinician

At our clinic, some services are provided by student clinicians who are completing supervised training. They work under the guidance of an experienced Registered Psychotherapist / Registered Social Worker, who is responsible for overseeing your care.

We want you to feel safe, respected, and heard. If you have concerns or a complaint about your sessions, this page explains what you can expect.

Your Rights

You have the right to:

  • Receive safe, ethical, and professional care
  • Ask questions about your treatment or your clinician
  • Express concerns without fear or negative consequences

How to Make a Complaint

You may share a concern or a complaint in any of the following ways:

  1. Tell your student clinician directly
  2. Contact the Clinical Supervisor named on your intake forms
  3. Email or call the Clinic Director (Adam Terpstra: adam@peccp.ca)
  4. Submit your complaint through our online complaint submission form, which includes an option to submit complaints anonymously
Submit a Complaint

What Happens After You Submit a Complaint

Once a complaint is received:

  1. We acknowledge your complaint within 5 — 7 business days.
  2. Your concern is shared with the clinical supervisor responsible for overseeing your student clinician.
  3. The supervisor reviews the issue, which may include: Speaking with you (if you have agreed to be contacted), reviewing clinical notes and supervision records, and speaking with the student clinician.
  4. A decision is reached and a plan is put in place if changes or improvements are needed.

 

What You Will Be Told

You will receive a summary of the outcome, which may include:

  1. What we learned
  2. Any steps we are taking
  3. How your care will be supported moving forward
  4. We balance transparency with the students' right to confidentiality as a learner.