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Making room for French

A Franco-Torontonian looking for a family activity in his neighbourhood was interested in the exhibition called “Lumière: The Art of Light” at Ontario Place. He contacted us after noticing that Ontario Place’s four social media accounts (X, Facebook, Instagram and YouTube) were in English only. …
A Franco-Torontonian looking for a family activity in his neighbourhood was interested in the exhibition called “Lumière: The Art of Light” at Ontario Place.
/en/our-work/case-stories/making-room-french

Lost in translation

While watching the livestream of the tabling of the province’s 2024 budget on the Government of Ontario’s French YouTube channel, a Francophone noticed that, when the Minister of Finance spoke in French near the end of the video, the interpreter translated what he said into English. The woman …
While watching the livestream of the tabling of the province’s 2024 budget on the Government of Ontario’s French YouTube channel, a Francophone noticed that, when the Minister of Finance spoke in French near the end of the video, the interpreter translated what he said into English.
/en/our-work/case-stories/lost-translation

Long-term solution

A Francophone reached out to us after taking part in a webinar hosted by a non-profit organization that receives funding from the Ministry of Long-Term Care. She had signed up for the webinar as she is part of the family council for a long-term care home. She received a bilingual email from the …
A Francophone reached out to us after taking part in a webinar hosted by a non-profit organization that receives funding from the Ministry of Long-Term Care.
/en/our-work/case-stories/long-term-solution

Language support

The Ontario Autism Program, administered by the Ministry of Children, Community and Social Services, offers support to families of children and youth on the autism spectrum. A Francophone parent of a child with autism complained to us that the program communicated with them in English, both orally …
The Ontario Autism Program, administered by the Ministry of Children, Community and Social Services, offers support to families of children and youth on the autism spectrum.
/en/our-work/case-stories/language-support

Heritage plaques: See other side

We noticed that the same text – in English only – appeared on both sides of the provincial plaque at Old City Hall in downtown Toronto. The Provincial Plaque Program, which commemorates important historical people, places, events, sites and works, is administered by the Ontario Heritage Trust, an …
We noticed that the same text – in English only – appeared on both sides of the provincial plaque at Old City Hall in downtown Toronto.
/en/our-work/case-stories/heritage-plaques-see-other-side

Ensuring bilingual service

A Francophone man told us about a workplace accident that left him unable to use his legs for a few years. After multiple complex surgeries, he started walking again. His injury claim was submitted to the Workplace Safety and Insurance Board (WSIB). He shared a letter with us from the WSIB that was …
A Francophone man told us about a workplace accident that left him unable to use his legs for a few years.
/en/our-work/case-stories/ensuring-bilingual-service

Dropped call

Ontario Northland, a government agency, is responsible for providing transportation services in Northern Ontario. A Francophone who wanted information from Ontario Northland called the agency’s toll-free line to book bus tickets, and felt frustrated by the experience. Even though the Francophone …
Ontario Northland, a government agency, is responsible for providing transportation services in Northern Ontario.
/en/our-work/case-stories/dropped-call

Daycare designations – Not child’s play

In February 2024, we learned via the news media of possible changes happening at Le Petit Chaperon Rouge, a Francophone daycare centre in Toronto that appears in Ontario Regulation 398/93 as a government agency designated under the French Language Services Act . One of the centre’s locations was …
In February 2024, we learned via the news media of possible changes happening at Le Petit Chaperon Rouge, a Francophone daycare centre in Toronto that appears in Ontario Regulation 398/93 as a government agency designated under the French Language Services Act.
/en/our-work/case-stories/daycare-designations-not-childs-play

Cracking the code

To prepare for a virtual hearing where he was representing himself without the help of legal counsel, a Francophone man tried to access a secure portal on the Ministry of the Attorney General’s website. He complained to us that the website was available in English only. RESULT: We brought this …
To prepare for a virtual hearing where he was representing himself without the help of legal counsel, a Francophone man tried to access a secure portal on the Ministry of the Attorney General’s website.
/en/our-work/case-stories/cracking-code

Comprehensive training

An employee of a Francophone non-profit organization in eastern Ontario was responsible for organizing French language training for members of the employer’s joint health and safety committee. Even though this training is mandatory under the Occupational Health and Safety Act , she had difficulty …
An employee of a Francophone non-profit organization in eastern Ontario was responsible for organizing French language training for members of the employer’s joint health and safety committee.
/en/our-work/case-stories/comprehensive-training

Bilingualism not on their radar

A Francophone received an automated speed enforcement camera ticket in the mail from their municipality. The document was bilingual and directed the reader to the municipality’s website to pay the ticket. However, the website was entirely in English. RESULT: The municipality, like others across …
A Francophone received an automated speed enforcement camera ticket in the mail from their municipality.
/en/our-work/case-stories/bilingualism-not-their-radar

Bad experience, better service

A Francophone woman contacted us to share an experience she found particularly distressing. She had visited a ServiceOntario location near her home in the greater Toronto area to renew her Photo Card. While in line, she asked for service in French from the receptionist, who responded in English. …
A Francophone woman contacted us to share an experience she found particularly distressing.
/en/our-work/case-stories/bad-experience-better-service

Automated errors

A Francophone with more than a decade of experience with a professional association in the education field contacted us after he noticed some errors on the French version of the association’s website. He reported that the terminology was wrong for several professional titles. He also noticed some …
A Francophone with more than a decade of experience with a professional association in the education field contacted us after he noticed some errors on the French version of the association’s website.
/en/our-work/case-stories/automated-errors

An historic moment

During a visit, an Ottawa Francophone noticed that the name of the Upper Canada Village tourist site in Eastern Ontario was in English only. This attraction is managed by the St. Lawrence Parks Commission, a government agency. RESULT: While this complaint was being reviewed, the unilingual “Upper …
During a visit, an Ottawa Francophone noticed that the name of the Upper Canada Village tourist site in Eastern Ontario was in English only.
/en/our-work/case-stories/historic-moment

Active offer at the Legislative Assembly

During a visit to the Legislative Assembly, we noticed that the security staff were welcoming visitors in English only, and the ID cards they gave to visitors were also in English only. However, Measure 1 of Ontario Regulation 544/22 regarding the “active offer” of services in French stipulates …
During a visit to the Legislative Assembly, we noticed that the security staff were welcoming visitors in English only, and the ID cards they gave to visitors were also in English only.
/en/our-work/case-stories/active-offer-legislative-assembly

A disappointing entrance

When visiting the Royal Ontario Museum in Toronto with his family, a Francophone noticed that the touchscreen ticket vending machines at the entrance were only available in English. He subsequently contacted us to make a complaint. The Royal Ontario Museum is an agency of the Government of Ontario. …
When visiting the Royal Ontario Museum in Toronto with his family, a Francophone noticed that the touchscreen ticket vending machines at the entrance were only available in English.
/en/our-work/case-stories/disappointing-entrance

Married name mishap

A bride whose name was misspelled on her marriage certificate sought our help after waiting in vain for ServiceOntario to send her a form to request a correction. We discovered that the original handwritten marriage certificate had the correct spelling, but her name had been incorrectly typed into …
A bride whose name was misspelled on her marriage certificate sought our help after waiting in vain for ServiceOntario to send her a form to request a correction.
/en/our-work/case-stories/married-name-mishap

At long last

We heard from a man who was waiting for a new long-form birth certificate for his son. He had been told to send the Registrar General some information that was missing from his initial application, but after he did so, he got no confirmation that it arrived. When we checked with Registrar General …
We heard from a man who was waiting for a new long-form birth certificate for his son.
/en/our-work/case-stories/long-last

Writing wrongs

A man came to us for help when a problem with his birth certificate prevented him from applying for federal employment insurance (EI). He was told there were inconsistencies with his parents’ names on his documents – but he couldn’t get further details from ServiceOntario. RESULT: Our inquiries …
A man came to us for help when a problem with his birth certificate prevented him from applying for federal employment insurance (EI).
/en/our-work/case-stories/writing-wrongs

Water clarity

A landlord complained to us that his municipality had put his tenant’s unpaid water and wastewater charges on his property tax bill, without notifying him in advance. He told us he was frustrated because he could not obtain detailed information about the water account – which was in the tenant’s …
A landlord complained to us that his municipality had put his tenant’s unpaid water and wastewater charges on his property tax bill, without notifying him in advance.
/en/our-work/case-stories/water-clarity