Complaints or concerns about health care services or business services can be directed to a number of sources.

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1 What to do if you are not happy with service you received from your ENT, Audiologist, Speech- Language Pathologist, Hearing Aid Dispenser or Service Provider. Complaints or concerns about health care services or business services can be directed to a number of sources. First Step: Concerns should first be discussed with the member of the health care team who provided or supervised the care, such as the doctor, audiologist, or speech-language pathologist. Or if the problem is business related, speak to the technician or dispenser who sold you the aid or device. Taking the next Step: If you are unsatisfied with this discussion you can send your complaint to the health facility that provided the care, and then to the provincial or national professional association of which they are a member. In the case of a business complaint, you can send your complaint to the manager of the business or the provincial authority responsible for the provincial hearing aid act, licensing, or professional regulatory/licensing agency. ClickhereifyouwanttomakeacomplaintagainstanOtolaryngologist (ENT)/Physician ClickhereifyouwanttomakeacomplaintagainstanAudiologistor Speech LanguagePathologist ClickhereifyouwanttomakeacomplaintagainstaHearingAid Dispenser Complaining about your ENT Physician or Doctor Address your concerns first to the doctor, then to the health care facility second, thirdly to the provincial medical association, or to the Canadian Medical Association (CMA). The Canadian Medical Association Committee on Ethics 1867 Alta Vista Drive Ottawa Ontario, K1G 3Y BritishColumbia BritishColumbiaMedicalAssociation W.Broadway Vancouver,BCV6J5A4

2 Alberta Phone: or TheCollegeofPhysiciansandSurgeonsofAlberta Saskatchewan Manitoba Ontario Québec SaskatchewanMedicalAssociation CollegeofPhysiciansandSurgeonsofManitoba OntarioMedicalAssociation CollègedesmédecinsduQuébec(TheQuébecCollegeofPhysicians) NewfoundlandandLabrador NewfoundlandandLabradorMedicalAssociation NewBrunswick NovaScotia NewBrunswickMedicalSociety DoctorsNovaScotia PrinceEdwardIsland Yukon MedicalSocietyofPrinceEdwardIsland YukonMedicalCouncil YukonMedicalAssociation NorthwestTerritories Nunavut NorthwestTerritoriesMedicalAssociation Phone: Nunavutc/otheCanadianMedicalAssociation

3 Other agencies that can help support your concerns 1. CanadianHardofHearingAssociation 2. Localserviceproviderstothedeafandhardofhearing Locateoneinyour localtelephonedirectory Canadian Speech-Language Pathologists and Audiologists Licensing Bodies "ThepurposeoftheLicensingBodiesis,intheinterestofthepublic,toregulatethe professions,andtogovernitsmembersinaccordancewiththerelevantprovincial healthact,andtheregulationsandby lawsadoptedbythelicensingbodyandthe CanadianAssociationofSpeech LanguagePathologistsandAudiologists" Audiologist: Address your concerns to the audiologist first, to the health care facility second, thirdly to the provincial audiology association or provincial business authority responsible for the facility. You can also contact the Canadian Academy of Audiology (CAA) or the Canadian Association of Speech-Language Pathologists and Audiologists (CASLPA). CAA and CASLPA are the two national associations representing this occupation. Speech-Language Pathologist: Address your concerns to the SLP first, to the health care facility second, thirdly to the provincial association of speech-language pathologists or the Canadian Association of Speech-Language Pathologists and Audiologists (CASLPA). National Canadian Association of Speech-Language Pathologists and Audiologists Nicholas St. Ottawa, Ontario, K1N 7B7 Phone: The Canadian Academy of Audiology P.O Box Toronto, Ontario, M5M 4N5 Phone: BritishColumbia British Columbia Association of Speech-Language Pathologists and Audiologists West Broadway Vancouver, BC, V6J 4S5 Phone: , Fax: Toll Free: BCASLPA ( ) Contacts: Contact the Administrative Assistant at the BCASLPA office for general inquiries and requests at Alberta AlbertaCollegeofSpeech LanguagePathologistsandAudiologists #209,3132ParsonsRoad Edmonton,Alberta T6N1L6 Phone:(800) (tollfreewithinAlberta)(780) Fax:(780) Saskatchewan

4 Manitoba Ontario Québec SaskatchewanAssociationofSpeech LanguagePathologistsandAudiologists Regina,SKS3P3H1 Phone:(306) Fax:(306) E ManitobaSpeechandHearingAssociation(MSHA) 2 333VaughanSt. WinnipegMBR3B3J9 Phone:(204) Fax:(204) CollegeofAudiologistsandSpeech LanguagePathologistsofOntario (CASLPO) 3080YongeStreet,Suite5060 TorontoONM4N3N1 Phone:(416) or Fax:(416) E OrdredesorthophonistesetaudiologistesduQuébec(OOAQ) 235boul.René LévesqueEst,bureau601 Montreal,QuebecH2X1N8 Phone:(514) Fax:(514) E NewBrunswick NovaScotia NewBrunswickAssociationofSpeech LanguagePathologistsand Audiologists(NBASLPA) 147EllerdaleAvenue MonctonNBE1A3M8 Phone:(506) Fax:(506) E The Speech Hearing Association of Nova Scotia P.O. Box 775 Halifax Central CRO Halifax, NS, B3J 2V2

5 Phone: PrinceEdwardIsland Prince Edward Island Speech & Hearing Association P.O Box Charlottetown, PE, C1A 9E3 Phone: NewfoundlandandLabrador Newfoundland and Labrador Association of Speech-Language Pathologists and Audiologists (NLASLPA) P.O. Box St. John's, Newfoundland and Labrador A1A 5B2 NorthwestTerritories Association of Northwest Territorial Speech-Language Pathologists and Audiologists (ANTSLPA) 550 Byrne Road, P.O. Box 10 Yellowknife NT X1A 2N1 Phone: (867) , Fax:(867) Yukon Yukon Speech-Language Pathology and Audiology Association (YSLPAA) c/o Wendy Kitchen, Special Programs, Department of Education P.O. Box 2703 Whitehorse, Yukon Y1A 2C6 Phone: (867) , Fax: (867) Nunavut Nunavutdoesnothavealicensingbody.Addressyourconcernsto: Canadian Association of Speech-Language Pathologists and Audiologists Nicholas St. Ottawa, Ontario, K1N 7B7 Phone: The Canadian Academy of Audiology P.O Box Toronto, Ontario, M5M 4N5 Phone: Other agencies that can help support your concerns 1. CanadianHardofHearingAssociation 2. Localserviceproviderstothedeafandhardofhearing Locateoneinyour localtelephonedirectory backtotop Complaining against your Hearing Aid Dispenser or Hearing Instrument Practitioner

6 Address your concerns to the Dispenser first, to the business manager second, thirdly to the provincial authority responsible for the business and /or the Better Business Bureau. For your convenience we have provided, where available, a link to the Act in your province that governs the sale of hearing aids. We have also provided a link or mailing address to the regulatory body responsible for hearing aid sales and services. BritishColumbia Alberta BoardofHearingAidDealersandConsultants(RegulatoryBody) HealthProfessionsAct HearingAidpractitionersProfessionRegulation CollegeofHearingAidpractitionersofAlbertaregulateshearingaid dispensinginalbertaunderthehealthprofessionsact.contact orE Saskatchewan TheHearingAidAct GovernstheprovinceshearingaidandAudiology program toberepealed. TheHearingAidSalesandServicesAct Regulatesprivatebusinessesin Saskatchewaninvolvedinthesellingofhearingaids.(Notyetproclaimed) SaskatchewanHearingInstrumentpractitionersSociety(SHIPS) 2160 Broad St Regina, SK, S4P 1Y5 Phone: or Manitoba TheHearingAidAct Ontario Québec ConsumerandCorporateAffairs ADivisionofManitobaFinance Consumers'Bureau"regulatesthelicensingofhearingaiddealersthrough thehearingaidboardwhichisappointedbythehealthminister.theact coverstheexaminationandcertificationofhearingaiddealers.thebureau investigatesbreachesoftheactwhiletheboardmaymediatecomplaints." HearingaiddispensinginOntarioisgovernedbytheRegulatedHealth ProfessionsAct,Sec.31 HearingaiddispensingisregulatedbytheHealthProfessionsRegulatory AdvisoryCouncil Hearing AidAcousticiansAct

7 OrdredesaudioprothésistesduQuébec(QuébecHearingAidDispensers Association) Newfoundland HearingAidDealersAct HealthandCommunityServices,Govt.ofNewfoundlandandLabrador NewfoundlandandLabradorHearingAidDealersBoard P.O. Box 28159, Avalon Mall Postal Outlet 48 Kentmount Road St. John's, NL A1B 1X0 PrinceEdwardIsland PEIdoesnothavelegislationthatdealsspecificallywiththesaleand dispensingofhearingaids.hearingaidsalesandservicesisgovernedby otheractssuchasthe: SaleofGoodsAct DirectSalesAct NewBrunswick NBdoesnothavelegislationthatdealsspecificallywiththesaleand dispensingofhearingaids.hearingaidsalesandservicesisgovernedby otheractssuchasthe: DirectSellersAct SaleofGoodsAct NovaScotia NSdoesnothavelegislationthatdealsspecificallywiththesaleand dispensingofhearingaids.hearingaidsalesandservicesisgovernedby otheractssuchasthe: DirectSellersRegulationAct Section8 SaleofGoodsAct Nunavut Nunavutdoesnothavelegislationthatdealsspecificallywiththesaleand dispensingofhearingaids. NorthwestTerritories NWTdoesnothavelegislationthatdealsspecificallywiththesaleand dispensingofhearingaids.hearingaidsalesandservicesisgovernedby otheractssuchasthe: SaleofGoodsAct

8 Yukon Yukondoesnothavelegislationthatdealsspecificallywiththesaleand dispensingofhearingaids.insteadthedepartmentofhealthandsocial Services HearingServices,providesacompleterangeofAudiologyand hearingaidservicestoyukonresidentsofallages.complaintsshouldgo directlytodhss. Hearing aids and devices purchased Via the Internet or Mail Order: Don'tLetLow Cost"HearingAids"FoolYou(pdf) CanadianCodeofPracticeforConsumerProtectioninElectronicCommerce endorsedbythefederal,provincialandterritorialministersresponsiblefor Consumerprotection,2004.(pdf) Can't find the Act/Law under which the sale of hearing aids is being regulated? An example of provincial legislation under which hearing aids, devices and services may be found includes the following: SaleofGoodsActs ConsumerProtectionActs UnfairBusinessPracticesActs DirectSalesActs UnconscionableTransactionsActs CompetitionActs HearingAidActs Other agencies that can help support your concerns: 1. CanadianHardofHearingAssociation 2. CanadianCouncilofBetterBusinessBureaus LocateaBBBnearyou. 3. ConsumerConnections TheofficeofConsumerAffairs,IndustryCanada Copyright 2009 the Canadian Hard of Hearing Association (CHHA) Direct commercial exploitation is not permitted. No warranty of accuracy is given concerning the contents of the information contained in this publication. To the extent permitted by law, no liability (including liability to any person by reason of negligence) will be accepted by CHHA its subsidiaries or employees for any direct, or indirect loss or damage caused by omissions from or inaccuracies in this document. CHHA reserves the right to change details in this publication without notice.

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