The portal is open

The doctor of a Francophone woman who needed surgery was of the opinion that it would be too risky for her to drive. He sent her file to the Ministry of Transportation’s Driver Medical Review Office to ask them to suspend her driver’s licence. The woman got a letter with a personal identification number (PIN) to create an account on the Ministry’s portal so she could track any changes in her file. The letter was in English, with a paragraph in French outlining the process for submitting a request to receive a French copy. The woman thought that this process was too complicated for people who didn’t understand English, and our Office raised the issue with the Ministry.

RESULT: As a result of our intervention, the Ministry made the letter bilingual and now sends it to drivers at the beginning of the process. That way, when someone first accesses the portal, they can choose their preferred language, which will be linked to their account for the duration of the process. The woman said she was very happy with the response.

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.