File a Complaint

If you have a concern about the care or service you received from a pharmacy professional, often the best place to start is to speak directly with them about your concern. Alternatively, you may wish to speak with the Designated Manager of the pharmacy who is responsible for its overall operations and the supervision of all personnel. If this is not possible or if your concerns remain unaddressed, please review the information below.

Your complaint must be received in writing.

Please keep in mind the following:

  • Please provide as much detail as possible about your concerns and include the date(s) and approximate time the incident(s) occurred, and the name and location of the pharmacy
  • If you are filing a complaint on behalf of someone else, we will require the patient to sign a consent form, or you will need to provide supporting documentation authorizing you to act on their behalf (i.e. power of attorney, substitute decision maker, executor of a will, etc.)
  • Although the complaints process is confidential, your name will be provided to the pharmacy professional when they receive notification that a complaint has been filed against them and therefore complainants cannot be anonymous
  • We understand that although you may be feeling angry, upset, or frustrated, please communicate with College staff in a respectful manner in order for us to best assist you


Important information about COVID-19 for pharmacy patients.


The College cannot:

File a complaint graphic

Step #1: Review the Complaints Process

Please review the complaints process on the College’s website, and read through the FAQs.

As well, be sure to watch this short video which will give you an overview of the complaints process and how to file a complaint

Step #2: Complete the Online Complaint Form

Please complete the online complaint form and provide as much detail as you can about your concerns and include the date(s) the incident occurred, the name and location of the pharmacy, and the approximate time(s) the incident(s) occurred.

If you require a paper copy of the complaint form, please contact the Intakes Team at (416) 962-4861 or toll free: 1-800-220-1921 ext. 3800 or email concerns@ocpinfo.com and provide your name and address.

Step #3: Provide any supporting evidence

Please forward all supporting information, such as prescription receipts, labels, vials of medication, photos, audio recordings, emails, text messages, or any other evidence related to the nature of your concerns to the coordinates below. Medications will not be returned. Please also provide a phone number where College staff can reach you during the day to discuss the complaints process with you.

Note: If you are filing a complaint on behalf of someone else, we will require the patient to sign a consent form, or you will need to provide supporting documentation authorizing you to act on their behalf (i.e. power of attorney, substitute decision maker, executor of a will, etc.)

Ontario College of Pharmacists
Attention: Intakes, Conduct Operations
483 Huron Street
Toronto, ON M5R 2R4
concerns@ocpinfo.com

The Ontario College of Pharmacists is committed to supporting accessibility and will provide accessible formats and communication supports for persons with disabilities, in a timely manner that takes into account the person’s disability. Please contact us at concerns@ocpinfo.com for more information or to request support in filing a complaint.