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A man called the Liquor Control Board of Ontario (LCBO) call centre in December 2022 to make an online purchase. He requested service in French and was put on a long hold before receiving unilingual English service.

Result: We discussed the issue with the LCBO, which adopted a new system for routing French-language calls to bilingual agents, hired more bilingual staff and enabled Francophones to leave messages in French to receive a call back.

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