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Q1. Is OOB the right place for me to lodge a complaint?
A1. By law, OOB regulates the practice of registered optometrists and opticians in Singapore. To find out if a person is registered, you can refer to the “Professional Search” function on OOB’s website via this
link.
If you have grounds to suspect professional misconduct or the lack of physical or mental fitness of a registered optometrist or optician to practise, you may lodge a complaint with OOB for disciplinary review.
If the person serving you is not a registered optometrist or optician, you may report to Ministry of Health (MOH) for enforcement actions.
OOB is not the right entity to approach if you are seeking a refund or compensation. If you are unsatisfied with an optical product purchased and would like to seek a refund, a possible avenue to consider is the Consumers Association of Singapore (CASE). If you are seeking damages or financial compensation, a possible avenue is filing a civil suit. Depending on the quantum of the claim, you may have to file it in either the High Court or in the State Courts. You would have to seek independent legal advice should you decide to pursue this option.
Q2. How do I lodge a complaint against a registered optometrist or optician?
A2. Your complaint must be type-written in English and supported by a Statutory Declaration (SD). A SD is a written statement of facts that is signed and affirmed by the person making the declaration that the contents in the statement are true and accurate to the best of his knowledge and belief.
By law, the SD must be affirmed before a Commissioner for Oaths or other officer empowered by law to administer oaths. You may download the SD form under “Complaints & Disciplinary Proceedings” on the OOB website.
Where possible, please include evidence to support your complaints which may be sales invoice, prescription issued by the registered optometrist or optician and correspondence records.
Please note that OOB is unable to accept verbal complaints (e.g. phone calls or walk-ins) or complaints via email.
Q3. Is there a recommended timeframe to lodge a complaint?
A3. For a complaint to be investigated effectively, the complaint should be lodged within two years of the incident, as the relevant evidence such as medical records and witness testimony may become unavailable or difficult to secure with the passage of time.
Q4. Will the registered optometrist or optician that I lodged a complaint against be informed of about the complaint and complainant?
A4. As required for the investigation, the registered optometrist or optician may be called upon to answer any allegation made against him/her, and if so, the complaint [including your identity and the details of your allegation(s)] must, by law, be provided to the registered optometrists and optician.
OOB may also access your optical/patient records with the practitioner(s) during the investigation process, but all such documents will remain confidential and not be disclosed to other unauthorised parties, except as required by law.
Q5. I have doubts on the advice and optical products prescribed by the registered optometrist or optician. What should I do?
A5. It is not in the capacity of OOB to offer professional advice on matters such as the effectiveness and/ or appropriateness of management by an optometrist or optician. One option you could potentially consider is to seek a second opinion from another optometrist or optician.
Q6. Can OOB advise if the professional fees charged by a registered optometrist and optician is appropriate?
A6. OOB does not issue guidelines on fees and is unable to comment on the appropriateness of fees charged by practitioners.
Q7. Can I submit a complaint against the optical practice?
A7. Under the Optometrist and Opticians Act, any complaint concerning the conduct of a registered person in his professional capacity shall be made to the Board in such form and manner as the Board may require.
OOB only considers complaints against registered optometrists and opticians and is not empowered by law to investigate complaints against the optical practice.
Q8. I only know the alias but not the full name of the registered optometrist or optician.
Can I still submit a complaint?
A8. To facilitate the processing and investigation of the complaint, the complaint submitted to OOB
must state the full name of the registered optometrist or optician.
You may refer to the “Professional Search” on OOB’s website via this link,
https://www.oob.gov.sg to search for the registered optometrist or optician.
Q9. What are the possible outcomes of the complaint?
A9. Upon receiving a complaint, the OOB will review and decide on the following outcomes –
1. Dismiss if there are no merits;
2. Refer for a formal inquiry if necessary, which will be held by an inquiry committee as appointed by OOB; or
3. Mete out any one or more of the disciplinary measures to the registered optometrist or optician below
a. Censure;
b. Impose a penalty not exceeding $10,000;
c. Order that the registration be subject to such conditions as may be imposed by the Board for a period not exceeding 3 years;
d. Suspend registration for a period not exceeding 3 years;
e. Cancel registration.
Q10. Can OOB help me draft my complaint?
A10. As an independent administrator of the disciplinary process, OOB is unable to assist in the drafting of complaints.
Q11. How long will OOB take to investigate my complaint?
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A11. Depending on the complexity of the complaint, it typically takes about 6 to 9 months to complete a full investigation; more complex cases may take longer. As all complaint and investigation proceedings are confidential, the OOB Secretariat does not have the powers to release any information or provide any updates to you during the course of the proceedings. You will be informed in writing of the outcome as soon as a decision has been reached by the Board.