The Alberta College of Optometrists is committed to carrying out its activities and governing its regulated members in a manner that protects and serves the public interest. Although complaints against optometrists are rare, the ACO has developed a system to deal with them when they do occur.

If a patient has an unresolved concern with an optometrist the College encourages the patient to follow a three step process in attempting to resolve his/her concern:

• As an initial step, the patient is encouraged to speak directly with the optometrist in an effort to resolve the situation. Once the optometrist is made aware of your concern, he/she may be able to offer several options that would be acceptable to both the patient and the practitioner and resolve the issue.
  
  
• If this approach is not successful, the ACO has mediators in various locations throughout the province who act as intermediaries and attempt to resolve the conflict on an informal basis.
  
  
• If a complaint cannot be satisfactorily resolved through this informal mediation process, a letter of complaint should be forwarded to the ACO office, addressed to the ACO Complaints Director. The letter of complaint should state as many details as possible about the incident and include a telephone number where they can be reached.

If a patient has experienced a more serious issue concerning sexual impropriety or professional misconduct of an optometrist or their staff, he/she is requested to contact the Complaints Director immediately rather than follow the above three step process.