PART A – OPERATIONAL PROCEDURE

1. Intake and Registration

Step 1.1 – Receive Complaint

• Record in case management system:
  • Complainant details
  • Veterinarian details
  • Summary of allegations
  • Supporting documents

Step 1.2 – Completeness Check

• Ensure complaint includes:
  • Sufficient factual detail
  • Dates/events
• If incomplete:
  • Request further information (Template 1)

2. Initial Triage

Step 2.1 – Risk Assessment

Assess:

• Animal welfare risk
• Public safety risk
• Urgency

If risk identified: → Escalate immediately to investigation

Step 2.2 – Substance Assessment

Assess whether complaint:

• Raises a professional conduct issue
• Is supported by facts

3. Classification

Use the following decision points:

3.1 Trivial

• No regulatory issue
• Minor dissatisfaction only

3.2 Frivolous / Misconceived

• No credible evidence
• Misunderstanding of veterinary practice

3.3 Potentially Vexatious

• No substance + indicators of improper intent
  (e.g. repeated complaints, hostile motive)

4. Preliminary Assessment Actions

4.1 If Further Clarification Needed

• Request information (Template 1)

4.2 If Clearly Trivial or Frivolous

• Proceed to early closure

4.3 If Potentially Vexatious

• Escalate to Executive Officer
• Apply vexatious criteria checklist

5. Decision-Making

5.1 Record Decision

Use Decision Record Template (Template 6)

5.2 Determine Outcome

6. Communication

6.1 Notify Complainant

• Provide reasons
• Maintain respectful tone
• Avoid legalistic language unless required

6.2 Notify Veterinarian (if necessary)

• Only where appropriate:
  • Avoid unnecessary notification in trivial/vexatious matters

7. Vexatious Notifier Management

Where a complaint is classified as vexatious:

Actions

• Issue warning (Template 4)
• Restrict communication channels
• Flag complainant in system
• Require new evidence for future complaints

8. Case Closure

Checklist

• Decision documented
• Correspondence issued
• File notes complete
• Case closed in system