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Complaint Information

Before You File a Complaint

The California Veterinary Medical Board (CVMB) has authority to investigate alleged violations of the Veterinary Medicine Practice Act and supporting regulations. Common alleged violations include negligence, incompetence, fraud, deception, unprofessional conduct, and sanitary condition of a facility.

If the initial review reveals that the complaint is not within the CVMB’s jurisdiction, the complaint is closed. If the complaint involves alleged violations under the jurisdiction of another state agency, the CVMB will transmit the complaint to the agency whose authority in the opinion of the Board will provide the most effective means to secure the relief sought. Complainants are notified that the CVMB has no jurisdiction and may be provided with information outlining the procedures for a small claims court action. (Business and Professions Code (BPC), § 129, subd. (b).)

The CVMB does not have jurisdiction over the following:

  • Fee Disputes
  • Personality Differences
  • Pet Cremation
  • Grooming
  • Non-Medical Animal Boarding

Unlicensed Practice

If you have evidence indicating that an unlicensed person is performing veterinary medical services for which a license is required, you should submit a complaint to report such activity to the CVMB.

How to Submit a Complaint

The most effective way to submit a complaint to the CVMB is through the Department of Consumer Affairs’ BreEZe online complaint system, completely answer each question, and include a chronological summary of your complaint. If applicable, the chronological summary should also include additional veterinarian name(s), veterinary premises name(s) and contact information for any treatment provided before and/or after the treatment in question.

The complaint summary should include the reason for filing the complaint with as much detail as possible. Emphasis is placed on providing necessary factual information rather than conclusions. If you have a witness or witnesses, please include signed statements from them with their contact information and include those statements when you submit your complaint.

If applicable, please include supplemental information, such as copies of any documentary evidence which may include:

  • Medical Records
  • Invoices
  • Signed Witness Statements
  • Letters
  • Forms
  • Photographs

Please be advised, if you choose to remain anonymous, you will not be notified of the status and determination of the complaint. Any questions regarding the complaint process can be directed to the CVMB at (916) 515-5220 or vmb@dca.ca.gov.

Who Can or Should File a Complaint

Anyone who witnesses or believes that a licensed veterinarian, registered veterinary technician, or unlicensed person's behavior or activities may cause harm (or the potential for harm) to animal patients or may be unlawful, can file a complaint. The most effective complaints contain, firsthand, verifiable information. While anonymous complaints will be reviewed, they may be challenging to pursue unless they contain documented evidence to support the allegations.

What to Expect

Within 10 days of receipt of a complaint, CVMB staff will send a notice of the initial administrative action taken on the complaint to the complainant. CVMB staff will begin the complaint review process, described further below. CVMB staff will send a notice of the final action taken on the complaint to the complainant. Final action on a complaint includes any of the following:

  • Complaint closed for no CVMB jurisdiction.
  • Complaint closed due to insufficient evidence.
  • Complaint closed for no violation.
  • A letter of education or reprimand.
  • Citation and order of abatement.
  • Formal discipline.

Please note the CVMB will not notify complainants of changes in status of an open complaint investigation. Records received by the CVMB during the investigation are not disclosed to the complainant or the public. (BPC, § 7923.600, subd. (a); Civ. Code, §§ 1798.3, 1798.24.) To ensure the success of the investigation is not jeopardized in any way, the details of the investigation remain confidential and are not public record. (BPC, § 7923.600, subd. (a).) If an enforcement action (citation or formal discipline) is taken against a licensee, the action will be posted to the licensee’s webpage. Licensee webpages can be found on the DCA License Search website at search.dca.ca.gov.

If you need to obtain animal patient medical records, please review the Frequently Asked Questions for consumers at https://vmb.ca.gov/consumers/faqs.shtml.

The CVMB receives thousands of complaints each year regarding the conduct of veterinarians, registered veterinary technicians, unlicensed persons, or conditions of a veterinary facility. The CVMB can do its job best when you provide detailed, factual information.

Once you file a complaint, the case is a matter between the CVMB and the subject.

Once you file a complaint with the Board, it may not be withdrawn. The CVMB can update the complainant’s name to anonymous if you request to withdraw your complaint. However, the CVMB will still complete their investigation and you will no longer be provided information on the complaint.

The investigation of any complaint is a matter between the CVMB and the subject While the information you provide assists the investigation, the CVMB does not represent you, as a complainant.

As a complainant, you do not have a right to request a hearing or appeal the CVMB’s decision.

Individuals who file a complaint with the CVMB do not have a right to request a hearing or to appeal a CVMB decision. To ensure the CVMB has all the information it needs to make an informed decision, please be thorough in your complaint and as detailed and responsive as possible if contacted by the CVMB. Complaint investigations rely on facts and evidence.

The Complaint Review Process

The CVMB is required by law to prioritize its complaint review process outlined in BPC § 4875.1. In accordance with the mandated priorities and as part of the initial complaint review process, there is an initial triage process whereby the allegations are evaluated and a determination is made on whether the CVMB has jurisdiction.

Once the initial triage is complete and jurisdiction is established, per BPC § 129, subd. (b), if the complaint is not anonymous, the Board is required to send to the complainant a notice of receipt of complaint within 10 days of receipt of the complaint. Depending on the allegations, a letter will be sent to the subject of the complaint and any subsequent veterinarian requesting animal patient medical records and responses to the allegations.

Upon receipt of the requested information, the complaint file is reviewed by the analyst. The analyst determines to refer it to either:

  • CVMB Consultant for review
  • CVMB Subject Matter Expert for review (specialty care and treatment cases)
  • Complaint related inspection
  • Formal investigation

Additional Investigation of Complaints

Depending on the allegations, a case may be referred for formal investigation and forwarded to the Division of Investigation (DOI) or a Special Investigator. The investigator may obtain sworn statements that include complaint details and answer specific questions regarding the complaint.

Completion of the Investigation

Once the investigation is completed, the analyst reviews the information obtained. Based on the reviews and determinations, the Board will proceed with one of the following actions:

Formal Discipline

When the allegations are confirmed and are serious enough in nature, the complaint may be submitted to the Office of the Attorney General (OAG) for formal disciplinary action. Once a case has been accepted by the OAG, a formal legal document called an accusation is drafted. The accusation is the first public document in the disciplinary process. By signing the accusation, the CVMB's Executive Officer (EO) becomes the Complainant, and individual against whom the action is filed is called the Respondent. Once the accusation is filed, a hearing date is set and documents become public information. At the hearing, the Complainant must demonstrate by "clear and convincing evidence to a reasonable certainty" that the allegations contained in the accusation are true. For that reason, it is generally necessary for the person(s) who submitted the original complaint to testify.

In many cases, the Respondent and the Deputy Attorney General, who represents the Complainant (CVMB EO), may negotiate a stipulated settlement of the case prior to the hearing. Stipulated settlements generally include admission to one or more of the violations alleged and a proposal for appropriate discipline. The terms and conditions in a stipulated settlement are based on Disciplinary Guidelines developed by the CVMB. The stipulated settlement of the parties is submitted to the CVMB for a decision. The CVMB may adopt the stipulated settlement, reject the stipulated settlement (case proceeds to administrative hearing), or reject the stipulated settlement and submit a counteroffer (to change one or more terms of the stipulated settlement) to the Respondent.

If the case goes to administrative hearing, the hearing is presided over by an Administrative Law Judge (ALJ). After the hearing is finished, the ALJ will issue a "Proposed Decision" stating the findings and offer a recommendation for resolution of the case (i.e., dismissal, revocation, suspension, or probation). The ALJ uses the CVMB's Disciplinary Guidelines in formulating a recommendation. The Proposed Decision is distributed to the CVMB members for a vote. If the CVMB adopts the Proposed Decision, it becomes final 30 days after adoption, unless appealed. If the CVMB votes to reject the Proposed Decision, the Board may remand the case back to the ALJ for additional evidence or consideration. If no additional evidence is needed, the Board may reject the Proposed Decision and decide the matter itself after the hearing transcript is requested and reviewed, written arguments are solicited from the Respondent and Complainant (CVMB EO), and the CVMB subsequently issues its own decision. Once a decision is final, it is a matter of public record and is posted on the licensee webpage.

It should be noted that the time frame involved in the disciplinary process (from the time the CVMB receives the original complaint until a final decision is rendered) is generally a minimum of two years.

For additional questions, please visit our Frequently Asked Questions (FAQs).