As long as it takes
A Francophone woman who had recently arrived in Canada contacted us after unsuccessfully trying to apply for Ontario Disability Support Program (ODSP) benefits by phone, in French.
A Francophone woman who had recently arrived in Canada contacted us after unsuccessfully trying to apply for Ontario Disability Support Program (ODSP) benefits by phone, in French. We called the ODSP support line ourselves and found that although there was an option to be served in French, callers must listen to an English-only message for two and a half minutes before the French version begins.
Among the nine prescribed measures for ensuring an active offer of service in French in Ontario Regulation 544/22, Measure 2 states: “Any automated telephone systems shall provide persons, at the start of the call, the option of receiving services via telephone in English or French.”
Result
We raised the issue with the Ministry of Children, Community and Social Services, which is responsible for the ODSP. As a result of our intervention, the Ministry committed to updating the recorded messages and testing the telephone system. Callers now have the option to choose service in English or French at the outset.