No time to lose

Two Francophone students who were new to Ontario contacted us to report that the financial aid staff at an English-language college who administer the Ontario Student Assistance Program (OSAP) were unable to process their applications, as none of them could review the documents the students had submitted in French.

The college asked the students to either have the documents translated into English at their own expense or permit them to be sent to the Ministry of Colleges and Universities for review, with an estimated processing time of eight to 10 weeks. This could have potentially run past the deadline for the two women to have their student loans approved, which made them anxious. They sought legal assistance. After the students’ lawyers intervened, the college accepted the French documents.

RESULT: The Ontario Student Assistance Program is a provincial government service. The college administers OSAP on behalf of the Ministry of Colleges and Universities, making it a third party within the meaning of the French Language Services Act. The Ministry is required to ensure that the service is provided in French.

As a result of our intervention, the Ministry made an agreement with the college to review French documents on its behalf.

In addition, the Ministry posted a message on the Financial Aid Office Information Portal, setting out the government’s expectations for financial aid offices at all colleges and universities to serve students in French, including at colleges and universities that do not have any French language programs. It also outlined the procedure for financial aid offices to follow if they are unable to review a French document provided by a student for OSAP purposes.

This information was included in the 2024-2025 Full-Time OSAP Policy Manual used by those who administer OSAP on the Ministry’s behalf. Among the changes made to the manual is this addition: “It is expected that third parties administering OSAP and related programs on the Ministry’s behalf are responsible for the provision of services, including providing OSAP-related services in French at English post-secondary institutions. Under no circumstances should a student’s request to receive OSAP-related services in French be denied.”


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.