The process by which the CMTNB handles complaints and discipline is established through legislation as set out by the Massage Therapy Act (2013). This allows any member of the public the right to have his/her complaint about a Massage Therapist’s conduct, competency or capacity investigated.
All complaints must be submitted via the following web portal:
The written complaint will need to include:
The College does not process anonymous complaints as the Massage Therapist who is the subject of the complaint must be in a position to fairly respond to the allegation(s) made against him/her. The process aims to ensure fairness to both the complainant and the College registrant who is the subject of the complaint. Every effort will be made to ensure confidentiality within the limits of the law. When the complaint is received by the Registrar, the Registrar will send acknowledgment of receipt of the complaint to the complainant. The Registrar may reach out for additional information if deemed necessary.
The Registrar will notify the massage therapist in question of the complaint being investigated and give thirty (30) days in which the massage therapist may submit in writing any explanations or representations he/she may wish to make concerning the complaint.
The matter will then be reviewed by the Complaints Committee.
Upon review of the information the Complaints Committee may:
Both the complainant and the Massage Therapist complained against will receive a written copy of the final decision made.
If the Board of Directors considers it necessary for the protection of the public during an investigation of a member or pending the conduct and completion of proceedings under the Massage Therapy Act in respect of a member, the Board of Directors may:
a. Direct the Registrar to impose specified terms, limitations and conditions on the massage therapist’s right to practise; or
b. Direct the Registrar to suspend the massage therapist’s right to practise.
Whereby the Board of Directors intends to take action with respect to this, the massage therapist will be notified of the Board’s intention in writing. The massage therapist will have ten days after the notice is received, to make representation to the Board of Directors in respect of the matter.