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ABOUT THE CLIENT

The College of Dental Surgeons of British Columbia (CDSBC) is the regulatory body for dentists, dental therapists and certified dental assistants (CDAs) in BC. The College is not a teaching institution: its core function is to protect the public by overseeing the conduct and competence of its registrants.

About the Project

The College of Dental Surgeons of British Columbia commissioned Pivotal Research Inc. to develop and administer a complaints process exit survey for complainants and registrants once their file has been closed. Feedback is received via two surveys: one for registrants and another for complainants. Complainants are given the option of completing either an online or paper survey while registrants provide their feedback online.

The survey results help CDSBC ensure that internal procedures meet the College’s performance targets and also provide CDSBC with critical information about how the public perceives how the College handles their complains.