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Complaint Process/FAQs

What happens when a complaint is filed with the PTBC?

How long does the process take?

Will the physical therapist and/or physical therapist assistant be notified I filed a complaint against them?

What is the purpose of filing a complaint? What will be the outcome?

Can I file a complaint anonymously or request my name remain confidential?

How long do I have to file my complaint?

Can the PTBC assist me in filing a civil lawsuit or malpractice against my physical therapist or physical therapist assistant?

What can be the outcome if the PTBC determines the licensee is in violated the Physical Therapy Practice Act?

What happens when a complaint is filed with the PTBC?

Upon receipt of a written complaint, the Consumer Protection Services Program (CPS) determines if the complaint is within the jurisdiction of the PTBC. Once jurisdiction is established, the following occurs:

  • The complaint is acknowledged within 10 days of receipt and an analyst reviews the complaint to determine:
    • Type of complaint - Alleged sexual misconduct or negligence (injury to patient) are handled on an expedited basis and are immediately forwarded to the Department of Consumer Affairs' Division of Investigation (DOI)
    • if more information is needed regarding the complaint
    • if patient medical records and/or other pertinent material are necessary
    • if the complaint is NOT within the PTBC's jurisdiction, staff will provide a referral to the appropriate agency or organization and notify the complainant
  • If the complaint involves patient care issues, the medical records and complaint are forwarded to an expert consultant to determine:
    • negligence/incompetence
    • aiding and abetting
    • billing fraud
    • other potential violations
  • If the complaint warrants a formal investigation:
    • complaint will be forwarded to the Dept. of Consumer Affairs, Division of Investigation (DOI)
    • DOI will submit their findings (report) to the PTBC for review and appropriate action
  • If violation(s) exist:
    • Violations MUST be supported by clear and convincing evidence in order to forward to the Office of the Attorney General for filing of administrative action against the licensee.
    • If criminal violations are found, DOI may file a complaint with the District Attorney's Office on behalf of the PTBC.
    • If less egregious violations are confirmed, an administrative citation may be issued.
    • If violation(s) is not substantiated, case will be closed and complainant will be notified.

Where formal action is taken by the PTBC, the subject may face sanctions which may include a citation and fine (which is not considered discipline), probation, suspension, or even complete revocation of one's license to practice.

The complaint process is not limited to patients being treated by the professional but can be useful to any health care provider in reporting concerns regarding improper treatments, billing issues, and aiding and abetting the unlicensed practice of physical therapy. The PTBC would like to emphasize that if a licensee has knowledge of a possible violation of the Physical Therapy Act, it is his or her responsibility to report it to the PTBC. Failure to report this could be interpreted as "aiding and abetting" the illegal practice.

How long does the process take?

There is no specific time frame in which complaints are handled. Once the PTBC receives the complaint, an analyst will review it. The analyst will gather as much information as possible to evaluate the complaint. Depending on the complexity of the complaint, it may take several months to review and gather information to determine if a violation of the physical therapy practice act exists.

Will the physical therapist and/or physical therapist assistant be notified I filed a complaint against them?

The "source" of the complaint information (the complainant) is confidential and is not disclosed by the PTBC. However, if the complaint is regarding care and treatment provided to you, the PTBC will be required to request a copy of your medical records and the licensee will know a complaint was filed against them regarding the care provided to you. However, a copy of your written complaint will not be shared with the licensee involved.

What is the purpose of filing a complaint? What would be the outcome?

The mission of the PTBC is to promote and protect the interests of the people of California by the effective and consistent administration and enforcement of the Physical Therapy Practice Act. In order to provide this service to the consumer, the board is required to review all complaints received. Although the PTBC cannot assist you in pursuing civil litigations against a physical therapist or physical therapist assistant, it does have the authority to pursue administrative action against the licensee's license to practice in the State of California.

Can I file a complaint anonymously or request that my name remain confidential?

A complaint can be filed anonymously; however, keep in mind it is very difficult to investigate an anonymous complaint. Should the PTBC not be able to obtain information regarding the alleged violations, the case may have to be closed since there is no one to question for further details. If you wish to file a complaint and your name be kept confidential, that may be arranged; however, should the matter go to an administrative hearing you may be called on to testify and your name will be disclosed. Again, if the complaint is against the physical therapy services provided to you, the PTBC cannot keep your name anonymous or confidential since your name will be disclosed to obtain your records.

How long to I have to file a complaint?

There is no statute of limitations to file a complaint against a physical therapist or physical therapist assistant. However, the longer the alleged violations took place, it may make it difficult for the board to obtain information and/or locate individuals that may have witnessed the incident or locate those involved with the alleged allegations.

Can the PTBC assist me in filing a civil lawsuit or malpractice against the physical therapist or physical therapist assistant?

No, the PTBC's authority is limited to pursuing administrative action against a physical therapist or physical therapist assistant's license to practice. These actions include suspension, probation, revocation and for the less egregious violations, a citation and fine can be issued.

What can be the outcome if the PTBC determines the licensee is in violated the Physical Therapy Practice Act?

If the PTBC determines the licensee has violated the Physical Therapy Practice Act, the licensee's license is subject to suspension, probation, revocation and for the less egregious violations, a citation and fine.

Email the Consumer Protection Program: cps@dca.ca.gov