Your email in French was received

A Francophone woman who was required to report to the Ministry of Transportation’s Medical Review Office about a change in her vision asked if she could submit a request for a review by email.

A Francophone woman who was required to report to the Ministry of Transportation’s Medical Review Office about a change in her vision asked if she could submit a request for a review by email. She received a response in French indicating the process to follow, which she did. However, she told us the response from the Ministry confirming receipt of her request was in English only.

Ontario Regulation 544/22’s Measure 9 states that as part of an active offer of service in French, once someone has requested service in French, they should “continue to be served in French at every step without having to ask for French service again.”

Result
We raised the issue with Ministry officials, who told us the English response to the woman’s French email was due to an administrative error in customer service. After identifying the source of this error, the Ministry issued a reminder to staff of the procedures for such requests, and of the consequences that such an administrative error can have.