Your call is important…

Your call is important…

November 29, 2021

29 November 2021

A Francophone woman contacted our Office to report that she had to be transferred twice on the phone before she could speak to a bilingual staff member on a call to her local Home and Community Care Support Services (HCSS) agency.

A Francophone woman contacted our Office to report that she had to be transferred twice on the phone before she could speak to a bilingual staff member on a call to her local Home and Community Care Support Services (HCSS) agency. She was seeking physiotherapy treatment for her father. After we raised the issue with the regional Ontario Health agency, it confirmed that corrective action had been taken by the HCSS. This included improved training for staff on handling calls in French, and the addition of questions about French services to its satisfaction survey. We communicated these actions 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.