One of the reasons members maintain effective record-keeping systems is for the purpose of issuing timely reports when requested to do so by a client or client’s authorized representative. In addition to a designated family member or friend, an authorized representative may be a lawyer or an insurance company. In many cases, the information or document requested is required for legal proceedings or employment and insurance matters. Delays (or refusal) to satisfy the request could seriously disadvantage a client. Effective record-keeping facilitates the timely generation of reports and also serves to track the turn-around time to dispatch the report.
Reasonable causes for a delay in providing a report might include the unavailability of a critical piece of information or illness of the member rendering him/her unable to practise. Inability of the client to pay for the report is not, however, a valid reason for declining to provide or release the requested document. A client’s dispute with a member is not a valid reason to withhold a report.
The Standard: Failing to Provide Reports
Demonstrating the Standard
- responding appropriately to a request for a report or certificate from a client or the client’s authorized representative. An appropriate response is one that is delivered in writing and responds fully and completely to the request, in so far as the member is able to do so, within his/her scope of practice as an RP;
- delivering the response within 30 days of receiving the request;
- alerting the party initiating the request when a delay is unavoidable;
- sharing the reason for the delay if the delay is unavoidable;
- providing a firm date by which the request will be met if there is a delay