A woman told us that she wanted to get physiotherapy care for her father. Her phone call was transferred twice before it was answered by a bilingual staff member at her local Home and Community Support Services (HCSS) office. We raised the issue with the regional agency of Ontario Health, which …
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A woman told us that she wanted to get physiotherapy care for her father.
/en/our-work/case-stories/call-waiting
Clinical error
A Francophone woman complained to us that a dermatology clinic at an eastern Ontario hospital did not provide services in French when she booked her appointment on the phone, at reception or during the medical examination. She only received results in French after the examination. After conducting …
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A Francophone woman complained to us that a dermatology clinic at an eastern Ontario hospital did not provide services in French when she booked her appointment on the phone, at reception or during the medical examination.
/en/our-work/case-stories/clinical-error
Alerting all at once
The French Language Services Unit has received several complaints about the Amber alert system. Complainants have informed us that the delay between the English and French versions of the alert and multiple alerts in a row regarding the same case undermine public confidence in the Amber alert …
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The French Language Services Unit has received several complaints about the Amber alert system.
/en/our-work/case-stories/alerting-all-once
The right words
A Francophone education professional complained to us about the inadequate quality of French on some of the forms for the Ontario Youth Apprenticeship Program (OYAP), a school-to-work transition program offered in high schools across the province. We raised the issue with the Ministry of Labour, …
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A Francophone education professional complained to us about the inadequate quality of French on some of the forms for the Ontario Youth Apprenticeship Program (OYAP), a school-to-work transition program offered in high schools across the province.
/en/our-work/case-stories/right-words
For service in French, dial OO
A Francophone student seeking information about scholarships via the Ontario Student Assistance Program (OSAP) contacted us when he discovered there was no option to select services in French in the automated phone system of the OSAP department he called. Our French Language Services Unit raised …
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A Francophone student seeking information about scholarships via the Ontario Student Assistance Program (OSAP) contacted us when he discovered there was no option to select services in French in the automated phone system of the OSAP department he called.
/en/our-work/case-stories/service-french-dial-oo
Landing test
A woman returning from an overseas trip complained to us that she was not served in French during the COVID-19 test she was required to undergo at Toronto Pearson airport. We discovered that the test was administered by a third party as part of a pilot-screening project set up by the Ministry of …
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A woman returning from an overseas trip complained to us that she was not served in French during the COVID-19 test she was required to undergo at Toronto Pearson airport.
/en/our-work/case-stories/landing-test
Better bilingual service for landlords and tenants
Our French Language Services Unit received many individual complaints from landlords and tenants who had difficulty receiving services in French from the Landlord and Tenant Board (LTB). These were brought to the board’s attention, and it has made improvements, including hiring more bilingual staff …
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Our French Language Services Unit received many individual complaints from landlords and tenants who had difficulty receiving services in French from the Landlord and Tenant Board (LTB).
A French-speaking member of the board of directors of a small housing co-op in northern Ontario sought our help when he had trouble completing an annual form from the Condominium Authority of Ontario (CAO). The form, which all condominium boards are required to submit by the beginning of March, was …
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A French-speaking member of the board of directors of a small housing co-op in northern Ontario sought our help when he had trouble completing an annual form from the Condominium Authority of Ontario (CAO).
/en/our-work/case-stories/easier-complete
Email fail
After requesting information from the Ministry of Health in French and receiving answers in English twice, a Francophone journalist complained to our Office. He also reported that the email signatures of the government employees he contacted were in English only. We discovered that all media …
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After requesting information from the Ministry of Health in French and receiving answers in English twice, a Francophone journalist complained to our Office.
/en/our-work/case-stories/email-fail
2019-2020 Annual Report of the French Language Services Commissioner of Ontario
Annual Report of the French Language Services Commissioner of Ontario O F F I C E O F T H E O M B U D S M A N O F O N TA R I O 2019-2020 O N TA R I O O N TA R I O ’ S WAT C H D O G Office of the Ombudsman of Ontario O N TA R I O WHO WE ARE: An independent, impartial Office of the Ontario …
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Commissioner's Message - Two watchdogs, one access point
On January 13, 2020, I officially took up my duties as French Language Services Commissioner, following a rigorous selection process conducted across the country by the Office of the Ombudsman of Ontario.
Our French Language Services Unit received two complaints from people who called the general DriveTest phone line to book driving tests and were obligated to listen to a 90-second message in English only. The message, which was added to the line to explain new information about services during the …
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Our French Language Services Unit received two complaints from people who called the general DriveTest phone line to book driving tests and were obligated to listen to a 90-second message in English only.
/en/our-work/case-stories/you-have-choice
To be or not to be… in French
A woman in Thunder Bay decided to go to a local ServiceOntario to update her home address on her driver’s licence, after first checking the website to confirm the service location offered services in French. When she arrived, however, she found that wasn’t the case, and contacted our Office to …
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A woman in Thunder Bay decided to go to a local ServiceOntario to update her home address on her driver’s licence, after first checking the website to confirm the service location offered services in French.
/en/our-work/case-stories/be-or-not-be-french
Fish story
When new signs were installed at the Ministry of Natural Resources and Forestry's Fish Culture Station in North Bay, some Francophone residents noticed something fishy - the signs were in English only. Photos of them circulated on social media and in the local newspaper, and caught the notice of …
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When new signs were installed at the Ministry of Natural Resources and Forestry's Fish Culture Station in North Bay, some Francophone residents noticed something fishy - the signs were in English only.
/en/our-work/case-stories/fish-story
Right to review
We helped a parent who was refused an identification, placement and review committee (IPRC) to assess her daughter’s giftedness in kindergarten. She was told that the school board did not do IPRCs before Grade 3. We pointed out to the board that, under the Education Act , it did not have the …
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We helped a parent who was refused an identification, placement and review committee (IPRC) to assess her daughter’s giftedness in kindergarten.
/en/our-work/case-stories/right-review
A message in French will follow
With the current pandemic and the necessity to work from home, using conference call lines has become the norm in many organizations. The French Language Services Unit received a complaint that the greeting message on one of the conference call lines being used by the Ontario Public Service (OPS) …
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With the current pandemic and the necessity to work from home, using conference call lines has become the norm in many organizations.
An English-speaking mother whose child attends a French-language school was facing barriers when attempting to raise concerns with the school principal. Board officials told us they have many families with only one parent who speaks French, and the expectation is that staff will accommodate …
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An English-speaking mother whose child attends a French-language school was facing barriers when attempting to raise concerns with the school principal.
/en/our-work/case-stories/language-barrier
Northern resources
A woman in a remote northern community complained to our Office that her grandson, who has Fetal Alcohol Spectrum Disorders (FASD), had been excluded from school for four months due to escalating violent behaviour. When the child was allowed back to school, he was only allowed to attend for two …
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A woman in a remote northern community complained to our Office that her grandson, who has Fetal Alcohol Spectrum Disorders (FASD), had been excluded from school for four months due to escalating violent behaviour. When the child was allowed back to school, he was only allowed to attend for two hours per day, four times a week.
/en/our-work/case-stories/northern-resources
Our opinion matters
An education worker complained to our French Language Services Unit about a unilingual English survey about technology that was being conducted on behalf of the Ministry of Education. Because it was in English only, she said the survey - done by a third party - excluded the views of Francophone …
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An education worker complained to our French Language Services Unit about a unilingual English survey about technology that was being conducted on behalf of the Ministry of Education.
/en/our-work/case-stories/our-opinion-matters
Failing the test
A man visited a London DriveTest centre with his son, who wanted to take the theory component of the road test, and requested services in French. He told us the person at the counter was unable to provide services in French and did not try to find a French-speaking colleague to help. Our staff …
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A man visited a London DriveTest centre with his son, who wanted to take the theory component of the road test, and requested services in French.
/en/our-work/case-stories/failing-test
Hold, s’il vous plaît
A francophone man complained to our French Language Services Unit that he waited an hour on the phone for service in French when he called the disability eligibility decision unit of the Ministry of Children, Community and Social Services. He finally hung up in frustration, called back and chose …
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A francophone man complained to our French Language Services Unit that he waited an hour on the phone for service in French when he called the disability eligibility decision unit of the Ministry of Children, Community and Social Services.
