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CDSBC's culture is one of collaboration, cooperation, respect, learning and growth. We are dedicated to creating a positive working environment and a healthy and productive workplace.


   Complaint Officer 

Employment Opportunity - Permanent Full-time

About Us

The College of Dental Surgeons of BC (CDSBC) is the regulatory body for dentists, dental therapists, and certified dental assistants (CDAs) in BC. CDSBC’s mandate is to protect the public by ensuring that dentists, dental therapists and CDAs are registered and qualified to practise, and that they are consistently providing safe and ethical care to their patients.

About the Role

CDSBC is seeking a permanent full-time Complaint Officer. The Complaint Department plays an integral role in CDSBC’s mandate as they receive and investigate complaints from members of the public who have concerns about the dental care or behaviour received from a dental professional registered with CDSBC. This administrative role involves extensive contact with the public and dental practitioners about complaints and issues related to dentistry. The complaint Officer also supports senior members of the team responsible for investigating complaints involving dentists or CDAs. 

Essential Duties

Complaint File Maintenance

  • Maintain filing system of complaint files
  • Maintain CRM database detailing all actions in files
  • Maintain files using SharePoint


  • Review file documentation and assess whether further documentation/ information is required
  • Send form letters to complainants and registrants
  • Review incoming correspondence and draft appropriate response in accordance with legislation, bylaws and guidelines/reference material
  • Prepare first drafts of investigation memos as time permits
  • Liaise with department manager/ complaint investigator regarding any additional information/ documentation required
  • Respond to inquiries from the public, registrants, and affiliated professional bodies
  • Arrange meetings and tele-conferences between registrants, complainants, counsel and complaint investigators
  • Listen to audio from meetings and tele-conferences and summarize discussion held with respect to complaint issues
  • Provide complaint investigators status updates to registrants and complainants which includes explaining the process, answering questions, etc.
  • Work closely with complaint investigators to manage and prioritize their file lists
  • Liaise with monitoring staff and complaint investigators to finalize educational agreements
  • Follow-up with registrants to have agreements signed

Additional Duties

  • Speak with members of the public, registrants and complainants about complaint issues and processes, on the phone and in person
  • Maintain training manuals
  • Assist with the preparation for committee meetings as required  

Qualifications & Skills

  • Experience as a legal assistant or paralegal preferred
  • Minimum of 3 years of office experience
  • Excellent computer skill with proficiency in Microsoft Office
  • Ability to maintain tact, grace, and diplomacy in all situations
  • Strong written and verbal communication skills
  • Strong organization skills with the ability to multi-task and prioritize
  • Strong critical thinking, analytical, and problem-solving skills
  • Strong attention to detail
  • Strong clerical and administrative skills
  • Previous work experience in a regulatory or not-for-profit environment would be an asset

How to Apply

CDSBC's culture is one of collaboration, cooperation, respect, learning, and growth. To apply, please email your cover letter and resume to

Applications will be accepted until Monday, 11 June 2018

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.