Complaints

The Board

The Emergency Medical Assistants Licensing Board (the “Board”) is a statutory decision-maker established under the Emergency Health Services Act, RSBC 1996, c. 182 (the “Act”). The Board is not part of BC Emergency Health Services (“BCEHS”) or any regional health authority. The Board acts independently of the Government of British Columbia. The Board has jurisdiction over emergency medical assistants (EMAs), including first responders, emergency medical responders, and all licence levels of paramedics.

Complaints

The Board receives complaints relating to EMAs (including first responders, emergency medical responders, and all licence levels of paramedics) and must process those complaints in accordance with the Act and the Board’s Rules for Complaints, Investigations and Discipline Hearings (the “Rules”).

Types of complaints include:

• An EMA has incompetently carried out their duties.
• An EMA has breached the terms and conditions on their licence.
• An EMA has breached the EMA code of ethics.
• An EMA has a health ailment, impairing their ability to practice safely.

Have a concern about an EMA?

The Board receives complaints about the conduct or competence of an EMA from patients and their families, employers, colleagues and the criminal justice system. They may also receive complaints alleging that an EMA has a health ailment impairing their ability to practice safely.

When you have a concern about an EMA, we recommend:

• You contact the Board.
• You consider pursuing the matter with the employer of the EMA.

How to Make a Complaint to the Board

Anyone may make a complaint regarding the conduct or competence of an EMA that is licensed in British Columbia by completing the complaint registration form and emailing it to our office at makeacomplaint@gov.bc.ca.

The Board does not have authority to provide monetary compensation to complainants (including refunds for fees paid to BCEHS for ambulance services). The Board also does not have the authority to compel an EMA to provide compensation or a formal apology to a complainant.

For more information about the Complaint Process click here (PDF, 16KB).

How to Make a Complaint to the British Columbia Emergency Health Services Corporation

The British Columbia Emergency Health Services Corporation (“BCEHS”) is responsible for the British Columbia Ambulance Service, and they are committed to putting patient needs first. For more information, please see the Provincial Health Services Authority Compliments and Complaints process.

For EMAs: What happens if a complaint is made against me?

If a complaint is made against you, the Board will send you a letter asking you to submit your account of the incident. The Board will then review your response and the original complaint.

If the Board determines no further action is required, the Board will close your complaint file and send you a letter notifying you of its decision.

If the Board determines further action is required, it may refer the complaint for investigation and you may be contacted by an investigator for additional information.

Secondary Investigations

Secondary investigations are done at the request and referral of the Board, and the investigator acts independently. The investigator investigates the complaint and reports its findings to the Board. Based on the findings, the investigator may recommend a hearing if it is warranted.

What if I want someone to represent me to the board?

You may appoint a representative in accordance with the board’s policy on a representative (PDF, 192KB). The Board will only discuss your case with a third party if you submit the Authorization of Representative form (PDF, 264KB) to makeacomplaint@gov.bc.ca. Your representative may be present during the complaint investigation but may not speak on your behalf.

The Board has the right to deal directly with you if it is of the opinion that your representative is not working in your best interest or is obstructing the process.