Market study on Disciplinary Committees and complaints

AQTN Statistics on complaints between 2010 and November 2014:

Between June 2010 and November 2014, AQTN received one request for investigation. A woman had bought three massages on the website GROUPON but did not like the massage therapist’s approach. She wanted to be refunded for the other two massages, and contacted us instead of the massage therapist. A few phone calls later and the massage therapist reimbursed her for the other two sessions. She confirmed being satisfied. This was therefore not an official complaint.

In over four years AQTN received zero complaints. Let’s see where we fall on a standardized distribution curve.

Approximately how many members does it take to get one single complaint for a full year?

Organization  Members   Requests   Complaints  # of members needed for one complaint per year
Order of Sexologists (OPSQ) ~500 0 0 Never happened (<1yr)
AQTN 150 1 0 Never happened (>4yrs)
Order of Nurses 72,365 190 34 2128
Leading Quebec massage association 6,000 11 4 1500
Order of Social Workers 11,395 80 9 1266
Collège des médecins 20,057 3473 25 802
Order: Acupuncturists 773 26 2 386
Order: Physiotherapists 7,191 82 24 299
Order: Chiropractors 1,287 99 12 107
Ontario Physiotherapists 7,500 199 73 102

Data taken mainly from Annual Reports,
in recent years

Hypothesis and reflection

The level of attribution for recovery that we might generally confer to the therapist seems to be the best predictor of complaints. Individuals who see physiotherapists, chiropractors and less generally acupuncturists, do so for health problems and perhaps expect their problem to be resolved or improved through therapy – which does not always happen. Clients externalize, with a (‘fix me’) expectation.

Sexologists, social workers, nurses and massage therapists, however, usually provide the means by which a client can resolve a problem. The onus of recovery lies in the client following a treatment plan of some sorts, for massage therapy it may be stretches and the like. The client must internalize and do their part.

The above reflection is clearly speculative. The ratio for Medical doctors does not fit the hypothesis, perhaps because many only work part-time. The reflection below, in our opinion, is quite solid and quite close to being factual.

The insured individual who goes to a “Body-Rub parlour” for erotic services knows where they are going. They would not report the fact that they got a receipt for such services (or the services themselves) to an association, much less to their group benefits insurer. This is a somewhat common motive for complaints in the regulated Canadian provinces, who publish annual reports; but seemingly not in Quebec, an unregulated one.

Note: Sample size (membership size) is important, but is not considered here.

Conclusion

It would perverse and financially abusive towards members for a Quebec massage association with less than 1000 members to have even a part-time paid disciplinary committee.

In an effort to stop fraud before it starts, AQTN has put the following anti-fraud measures in place.

Final note: There are many types of committees, we have focused only on the disciplinary committee here.