Call Waiting

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 works closely with the HCSS.

The agency ensured that HCSS took corrective measures. These measures include a training course for staff on handling calls in French and the addition of questions about French language services to its satisfaction survey. We communicated these measures to the woman, who was pleased with the outcome.

Learn more about the French Language Services Unit which answers questions and takes complaints about services in French.
Read about how we helped other people in our Selected cases.