Complaint Resolution jobs

Complaints and Discipline Coordinator

The College of Pharmacy of Newfoundland and Labrador (CPNL) is the regulatory body for pharmacy practice in Newfoundland and Labrador. CPNL’s mission is to protect the people of the province by governing the pharmacy profession to ensure quality and ethical care.

To fulfill its obligation of public protection, CPNL:

• Registers pharmacists, pharmacy technicians, students and interns, and licenses pharmacies.

· Establishes and maintains a quality assurance program to promote high standards for pharmacy practice.

• Develops standards, guidelines and policies for pharmacy practice.
• Responds to and manages complaints and discipline relating to pharmacy practice.

CPNL is seeking applications for a full-time Complaints and Discipline Coordinator

Position Summary

The Complaints and Discipline Coordinator supports CPNL’s Complaints and Discipline Department in the administration of CPNL’s complaints and discipline processes and policies. The Complaints and Discipline Department processes complaints filed against pharmacy professionals – from initial receipt of a complaint through to resolution – which may involve alternative dispute resolution, committee review, administrative tribunal hearings, or court proceedings.

The Complaints and Discipline Coordinator is the initial contact point for all complaints and discipline inquiries to CPNL. The Complaints and Discipline Coordinator has exceptional organizational skills and communicates with all parties involved in the complaints and discipline process in a professional, objective, and trauma-informed manner. The Complaints and Discipline Coordinator exhibits administrative skillsets, as well as proficiency in legal research and drafting legal documents to support the Director of the portfolio.

Responsibilities

• Respond to and refer as appropriate inquiries related to complaints and discipline issues.
• Provide general information to the public and pharmacy professionals regarding the complaints and discipline process.
• Receive and process complaints.
• Create and maintain complaints and discipline files.
• Track, manage, and present data pertaining to complaints and discipline processes and file progress.
• Track and maintain timelines for complaints and discipline matters, including disciplinary hearings and court matters.
• Provide administrative support to CPNL’s General Counsel and Director of Complaints & Discipline, Investigators, Complaints Authorization Committee (CAC), and Discipline Panel.
• Assist with the drafting, preparation, and distribution of:
• Allegations, Undertakings, Settlement Agreements, and correspondence pertaining to the complaints and discipline process.
• Other documents and/or meeting packages for CAC meetings, discipline hearings, and court matters.
• Complaints and Discipline reports for quarterly board meetings and the Annual Report.
• Communications related to complaints and discipline, including newsletter publications, content for the CPNL website, and uploads to legal databases.
• Complaints and Discipline policies.
• Any other legal correspondence, as requested.
• Provide general administrative support to CPNL office, as requested.

Key Attributes

• Excellent written, verbal, and interpersonal skills.
• Self-motivated and able to work independently as well as in collaboration with other staff members in a small team-based environment.
• Organized, efficient and effectively manages a varied workload.
• Ability to handle complaints with sensitivity and objectivity.
• Ability to deal with difficult situations, work under pressure, and meet tight deadlines.
• Ability to problem solve.
• Demonstrated ability to handle sensitive information with discretion, ensuring privacy and confidentiality are strictly upheld at all times.
• Flexible and able to adapt to different duties and responsibilities as the need arises.
• A positive, enthusiastic attitude towards new initiatives and technologies.

Qualifications

• Completion of a Diploma or Degree in Paralegal Studies (or other relevant discipline).
• Previous experience with administrative responsibilities, file management, and drafting legal documents.
• Previous experience in a legislative or regulatory environment considered an asset.
• Proficient in the use of Microsoft Office 365.

Compensation will be commensurate with qualifications and experience.

Qualified applicants are invited to submit a resume and a cover letter outlining why you are interested in this opportunity and how your work experience has prepared you for this role to careers@cpnl.ca. The application deadline for this position is Friday, July 31, 2026. While CPNL appreciates all applicants, only those short-listed for an interview will be contacted.

Job Types: Full-time, Permanent

Flexible language requirement:

• French not required

Ability to commute/relocate:

• St. John's, NL A1B 0L2: reliably commute or plan to relocate before starting work (required)

Work Location: In person