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What Is the Conduct Process Under Regulation?
When regulation comes into force on February 2, 2026, the College of LPNs and HCAs of Alberta (CLHA) will be responsible for resolving complaints against Health Care Aides (HCAs) under the authority of the Health Professions Act (HPA). The conduct process protects the public and holds regulated members accountable for the care they provide to clients.
While only a small percentage of HCAs will likely be named in a complaint every year, it’s important to understand how the process works because all HCAs will be accountable for their practice as regulated professionals.
In the near future, the CLHA will provide information so that HCAs understand their professional responsibilities as a regulated health professional as outlined in the Health Professions Act, standards of practice, Code of Ethics, and various policies.
In This Article
What Is Unprofessional Conduct?
Unprofessional conduct is behavior that falls below professional standards. It is defined in the Health Professions Act and can include, for example, breaching confidentiality, unsafe practice, dishonesty, or an inappropriate relationship with a client.
What Does the Complaints Process Look Like?
The Health Professions Act sets out requirements that all regulatory colleges must follow when addressing complaints to help ensure fairness. This includes processes for investigations, complaint dismissals, and hearings.
HCAs and other interested parties are encouraged to review the following overview video series, which walks through the process step-by-step. Note that this series was created for LPNs, but the process will be the same for HCAs.
Who Can Make a Complaint?
Employers, members of the public, and other healthcare professionals, including HCAs, can all make complaints about an HCA’s conduct to the CLHA.
Under the Health Professions Act, if an HCA is suspended, terminated, or resigns from work due to unprofessional conduct, their employer will be required to report this to the CLHA.
When a complaint is received, the CLHA will open a complaints file to determine how the complaint will be managed, including:
- whether the CLHA has authority to handle complaint,
- whether informal resolution is possible, or
- whether a more formal process is required.
How Will an HCA Know if They Have Been Named in a Complaint?
The HCA will be contacted by the CLHA when a complaint has been filed about their conduct.
Once a complaint is opened, the HCA is required to cooperate with the process. This may include providing information, attending meetings, and other requirements. More information about the overall complaints process can be found here: Video: Complaints Process
What Does an Investigation Look Like?
The purpose of an investigation is to determine if there is evidence of unprofessional conduct.
Witnesses, including the HCA, will be interviewed during an investigation. Relevant documents, such as treatment records or statements, will be collected.
Not all complaints will require an investigation. More information about the investigation process can be found here: Video: Investigation Process
How Does the CLHA Resolve Complaints?
If conduct is determined to be unprofessional, then the CLHA will determine the best way to resolve the issue. For more information on resolving complaints, see: Video: Resolutions
Resolutions for complaints are determined on a case-by-case basis. In many cases, the HCA may have to take education or attend a coaching session to address gaps in knowledge or judgement. In some cases, the HCA may have to pay a fine or even have their permit suspended or cancelled. However, the purpose of the complaints process is not to take someone’s permit away. It is to address lack of skill and errors in judgement to maintain public safety. There are some high-risk cases, such as sexual abuse of a client, that would result in cancellation of registration, but these cases are rare.
Sometimes, the complaint will be referred to a hearing with a tribunal. The hearings process is covered in the following video: Video: Hearings.
Will I Have to Stop Practicing if I’m Named in a Complaint?
Generally, an HCA named in a complaint will be able to practice as usual while the complaint process is occurring.
In certain cases, where there is a risk to patient safety, CLHA may suspend or put conditions on the HCA’s permit while investigating the complaint. An example of a permit condition might be a requirement for a higher level of supervision than usual.
The CLHA will let the HCA know if it is seeking to suspend or put conditions on their permit. The HCA will have the opportunity to provide information before any decisions are made. An example of a case where the CLHA might suspend a permit is when there are allegations of sexual abuse of a client.
What Supports Are Available During a Complaint?
Through professional liability insurance, HCAs will have access to coverage that can help with hiring a lawyer to support during a complaint. To access this, HCAs are required to make a claim with their insurance provider.
Who Manages HCA Practice?
Employers manage the daily operations in their facilities. HCAs are responsible for knowing their scope of practice and responsibilities and following requirements set by the employer and the regulator.
Note that the CLHA does not handle complaints about employment issues or facility processes.
More Information Coming Soon
We will continue to share updates on HCA practice and responsibilities after regulation. Please contact us if you have any questions.