Complaints about decision-makers

Types of decision-makers

You may suspect an adult isn’t being properly supported by one of these types of decision-makers:

• co-decision-maker
• adult guardian
• trustee
• agent – for an enacted personal directive

The Office of the Public Guardian and Trustee (OPGT):

• evaluates written complaints to determine if they meet the criteria for investigation
• does not have authority to investigate complaints about an attorney under a power of attorney or an informal trustee

Criteria for a complaint

To make a complaint about a decision-maker, the criteria below must be met. The OPGT may open an investigation if the decision-maker:

• is not following the court order or personal directive, or
• is not complying with their duties

and

• is likely to harm the assisted or represented adult physically, mentally or financially – through their action or inaction

Submit a complaint

The OPGT can only investigate the information you provide in your written complaint – and only if the complaint meets the criteria above.

Step 1. Document your complaint

Choose the form below that describes who you are complaining about.

Co-decision-maker, guardian or trustee

• Complaint Respecting a Co-decision-maker, Guardian or Trustee – Form 5
  • fill out all the sections

Agent on an enacted personal directive

• Personal Directives – Complaint to the Public Guardian – Schedule 7
  • fill out all the sections
  • attach a copy of the personal directive and enacted documents (if available)

Step 2. Submit your complaint

Submit your complaint by mail, fax or email:

Office of the Public Guardian and Trustee
Complaints
4th Floor, John E. Brownlee Building
10365 97 Street
Edmonton, AB  T5J 3ZB

Fax: 780-422-6051

Email: [email protected]

After you submit a complaint

The first letter we send you:

• tells you we received your complaint, or
• might ask for more information

Our second letter will tell you our decision about your complaint. We will either:

• have your complaint investigated, or
• not investigate your complaint

If there is no investigation

The complaints officer:

• will let you know in writing the reason why
• may make suggestions to address your concerns

If there is an investigation

The investigator will:

• ensure your identity remains confidential
• make a reasonable effort to notify the other parties involved, including:
  • the decision-maker the complaint is against
  • the person you’re concerned about
  • any other decision-makers (adult guardians, agents, trustees) for the adult
• conduct interviews with any other people who may have helpful information and review records to determine if the complaint is:
  • founded, or
  • unfounded
• possibly make recommendations to resolve the situation if the complaint was founded

After the investigation

A letter about the outcome of the investigation will be mailed to:

• the person who submitted the complaint
• the person the complaint is against
• the adult who you are concerned about
• any other decision-makers (adult guardians, agents, trustees) for the adult
• service providers directly impacted by the result of the investigation

Publications

• Protective measure and investigations: Adult Guardianship and Trusteeship Act

Contact

Connect with the OPGT:
Email: [email protected]

Connect with the Alberta Ombudsman for further assistance if you have a concern about the fairness of an investigation or a decision made in relation to a complaint. The Ombudsman objectively investigates complaints to determine whether a public agency, such as the OPGT, has acted fairly and reasonably, and whether their actions and decisions were consistent with relevant legislation, policies and procedures.

Phone: 1-888-455-2756
Web: Alberta Ombudsman

OPGT offices

Find an OPGT office near you