Investigations - How to they Work?

How Investigators Are Selected and the Process

Under the Health Professions Act (HPA), the Complaints Director can either investigate a complaint or appoint an investigator. While the HPA does not specify qualifications for investigators, the College of Alberta Denturists (College) follows a thorough process to ensure the right individual or firm is selected.

How Investigators Are Chosen

The College reviews the following when selecting an investigator or firm:

• Individual Investigators – their resume, skills, and experience
• Investigative Firms – details of their business model, processes, and team
• The College interviews individuals or firm representatives
• Reference checks with colleagues or other organizations that have used their services

Note: Many of our investigators bring valuable experience from roles in policing and have trauma-informed training to handle sensitive situations effectively.

Key Investigator Skills

Investigators are expected to have:

• knowledge of relevant laws like the HPA and privacy legislation, along with the standards of practice and codes of ethics,
• skills in evidence collection, analysis, and creating clear, objective, and concise reports,
• strong communication skills for unbiased interviews and explaining complex issues simply,
• commitment to confidentiality, impartiality, empathy, and professionalism, and
• the ability to manage timelines effectively and use technology to support their work.

Starting the Investigation

Before assigning a case, the Complaints Director discusses the investigator’s availability, the scope of the investigation, and timelines. Investigators must declare any conflicts of interest before starting.

During the Investigation

The Complaints Director stays in contact with the investigator for updates and to adjust the investigation’s scope, if needed. Both the complainant and the member receive status updates every 60 days.

Investigation Report

At the end of the investigation, the investigator submits a report detailing their findings and evidence. The Complaints Director uses this report to make decisions on the case.

This structured process ensures fairness, professionalism, and thoroughness in handling complaints.