Consumer Complaint Process

The Speech-Language Pathology & Audiology & Hearing Aid Dispensers Board (SLPAHADB) was created to protect consumers through its licensing and enforcement functions. SLPAHADB has the authority to require that licensees abide by provisions of the Business and Professions Code or risk losing their license to practice. Since the law does not give SLPAHADB statutory authority to establish an inspection program, most SLPAHADB actions result from written complaints from consumers regarding violations of laws and regulations pertaining to speech-language pathology, audiology, or hearing aid dispensing.

Complaint Process

The following chronology is intended to inform consumers of the procedures for filing a complaint against SLPAHADB's licensees, the process of reviewing and investigating complaints, and to provide some general information about the types of actions filed against licensees:

  • Written complaint is received by SLPAHADB.
  • A complaint file is made, a case number is issued and entered into the computerized tracking system, and an acknowledgement letter is sent to the complainant.
  • Complaint information is kept confidential; however, in some cases, the licensee may be advised of a complainant's specific concerns. In such cases, the licensee is notified of the complaint and asked to respond. If no response is received to the initial notice, then SLPAHADB will make further effort at notification to ensure that the licensee is aware of the allegation(s) and has an opportunity to respond.
  • An investigation of the licensee's activities is initiated if warranted by allegation(s)
  • If the results of the investigation confirm the allegation(s) against the licensee, then the investigation report may be forwarded to the Attorney General's Office with a request to initiate legal proceedings intended to result in formal disciplinary action.
  • The complainant is notified of final case disposition, such as closure, finding of merit, or disciplinary action against the licensee.

Board Action

There are several degrees of action, ranging from informal to formal, that SLPAHADB may pursue, including counseling with a focus on education, issuance of citation and fine, suspension of practice, probationary period with specific restrictions, and license revocation (in the most egregious of cases).

Complaints SLPAHADB Can Handle

Filing a detailed written complaint is the first step in the process. Examples of violations of law include, but are not limited to, the following:

  • Sexual misconduct
  • Conviction of a criminal offense related to the profession
  • Practice exceeding the scope of licensure or failing to meet accepted standards of care
  • Deceptive or misleading advertising
  • Unlicensed practice

Complaints SLPAHADB Cannot Handle

Allegations that are not within SLPAHADB's authority include:

  • Fee or billing disputes
  • General business practices
  • Personality conflicts

Fee and billing disputes may be handled through an attorney or small claims court.

How Long Does It Take To Process a Complaint?

It can take an extended period of time to investigate a complaint and then determine the appropriate course of action. If you file a complaint, then it will be evaluated carefully, and you will be notified of the final outcome. Board staff may reach out for additional information or documentation during investigation.

Remember, any action taken by SLPAHADB has no impact on civil remedies that may be available to you. You might consider seeking professional legal counsel regarding civil remedies.

SLPAHADB encourages each consumer to file a formal complaint if there is any question regarding services rendered by a licensee. If you have any questions or need additional information, then please contact the SLPAHADB office.

Filing a Complaint

A complaint should be filed by anyone who believes that a licensee, registrant, or applicant has engaged in unprofessional conduct related to professional responsibilities. The Board will review each complaint regardless of the source.

Complaints must be submitted in writing. The most effective complaints are those containing firsthand, verifiable information. While anonymous complaints will be reviewed, they may be difficult to pursue unless they contain documented evidence of the allegations made. Third-party complaints filed by someone other than the client may be difficult for the Board to pursue because each therapy client has the legal right to confidentiality of their treatment records. Unless affected persons are willing to be contacted and provide authorizations for the release of information, SLPAHADB may be unable to investigate or take action on a complaint.

Individuals who file a complaint are notified in writing of the final outcome of their complaint.

When filing a complaint, please provide a statement that clearly explains the nature of your complaint. Include as much detail as possible as well as copies of any documentary evidence you might have, e.g., bills, statements, purchase agreements, cancelled checks, insurance reimbursement statements, correspondence, court documents, etc. Whenever possible, include the name, address, and phone number of any witness or other person who can corroborate the issues or events described in your complaint. Include dates, times, and locations of services when possible. It is not necessary to refer to specific sections of law which may have been violated. The emphasis should be on providing factual details of the complaint rather than drawing conclusions.

Consumer Complaint Form

The SLPAHADB Consumer Complaint Form is available in Adobe Reader format to maintain compatible display and print capability on most computer platforms; it requires the most current version of Adobe Reader to view properly.