Complaint Statistics

As the public body responsible for handling complaints about pharmacists and pharmacies, we report each year on the complaints we have received and what action has been taken after the complaints were made.

The PSI’s statutory complaints and disciplinary process started in 2009. This function is one pillar of the PSI's regulatory system aimed at protecting the public interest and safeguarding patient welfare. A breakdown of the complaint statistics from 2016 are shown below.


comparison of complaints from 2014 to 2016Complaints made by source 2014-2016


55% increase in complaints from 2015 to 2016

In 2016, a total of 42 formal complaints and 119 expressions of concerns were received about pharmacists and/or pharmacies.

  • 64% of complaints were from members of the public.
  • 14% were made by the PSI Registrar, with the majority made following the Registrar’s consideration of a PSI Inspector’s report.
  • 12% were made by a pharmacist or pharmacy.
  • 10% were made by another other health professional.

Categories of complaints received in 2016

The highest number of complaints received related to dispensing errors followed by behaviour/professionalism issues. Of the nine complaints relating to dispensing errors, four alleged that the wrong dose of the correct medicine had been supplied to a patient, and three alleged the wrong medicine had been supplied.

Twenty-eight complaints were considered by the Preliminary Proceedings Committee (PPC). It was found that 19 of these complaints did not warrant further action. Seven complaints were refereed to the Professional Conduct Committee (PCC) for inquiry and two complaints were referred to the Health Committee for inquiry.