Reports and Case Summaries

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June 30, 2022

30 June 2022

Tax delay

We received a complaint from a Francophone man who was late paying his property taxes and had to wait on the phone for an hour before he could speak to a bilingual agent.

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May 19, 2022

19 May 2022

French connections

A Francophone man contacted us after noticing that Cancer Care Ontario’s promotional messages on LinkedIn about virtual access to health care appeared in English only.

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April 29, 2022

29 April 2022

Transit news, now bilingual

A resident who wanted to subscribe to a Durham Region newsletter from Metrolinx was disappointed to learn that it wasn’t available in French.

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March 31, 2022

31 March 2022

Strengthening the Designation: A Collaborative Effort

Investigation into Laurentian University’s cuts to French-language programming during restructuring and into the administration of the university’s designation by the Ministry of Francophone Affairs and the Ministry of Colleges and Universities

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March 23, 2022

23 March 2022

In French, please, Your Honour

We were contacted by a person who requested a bilingual hearing at a courthouse in Northern Ontario.

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January 28, 2022

28 January 2022

For follow-up in French, press 2

A man contacted the provincial COVID-19 vaccine system by phone and chose the “French” option to request his proof of vaccination by mail.

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December 7, 2021

7 December 2021

2020-2021 Annual Report of the French Language Services Commissioner of Ontario

Commissioner's Message - Taking Care of Ontario's Linguistic Health
This is the second Annual Report of the French Language Services Commissioner presented by the Office of the Ombudsman of Ontario. As we look back on the past year, we are more motivated than ever by the opportunity we have, even amid the COVID-19 pandemic, to find effective solutions to the challenges we confront.

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December 7, 2021

7 December 2021

Errors identified

In February 2021, the government launched an online consultation to get ideas and feedback on its plan to introduce a digital ID (digital identification).

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December 7, 2021

7 December 2021

The award goes to…

We were contacted by a person who watched the Trillium Awards ceremony on Facebook on June 17, 2020, which was held in English only.

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December 7, 2021

7 December 2021

Improvements on track

We were contacted by a Francophone woman after she tried to call Metrolinx. Although she chose the French phone line, she said the agent who took the call could only speak English.

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December 7, 2021

7 December 2021

Cured by translation

We were contacted by a person who visited the Ontario Health Data Platform website to learn more about a Ministry of Health research project – only to discover the site was only available in English.

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December 7, 2021

7 December 2021

Problem extinguished

A man working at a French-language school board contacted us because he wanted to obtain the French version of the Fire Code (Regulation 213/07 of the Fire Protection and Prevention Act) in order to know the provisions that apply to school facilities.

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December 7, 2021

7 December 2021

Electrifying solution

We were contacted by a person living in a designated area of Eastern Ontario who requested the French version of an inspection report conducted by the Electrical Safety Authority (ESA).

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November 29, 2021

29 November 2021

Your call is important…

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.

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October 27, 2021

27 October 2021

Clinical error

A Francophone woman complained to us that a dermatology clinic at an eastern Ontario hospital did not provide services in French when she booked her appointment on the phone, at reception or during the medical examination.

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September 29, 2021

29 September 2021

Alerting all at once

The French Language Services Unit has received several complaints about the Amber alert system.

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August 24, 2021

24 August 2021

The right words

A Francophone education professional complained to us about the inadequate quality of French on some of the forms for the Ontario Youth Apprenticeship Program (OYAP), a school-to-work transition program offered in high schools across the province.

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May 26, 2021

26 May 2021

For service in French, dial OO

A Francophone student seeking information about scholarships via the Ontario Student Assistance Program (OSAP) contacted us when he discovered there was no option to select services in French in the automated phone system of the OSAP department he called.

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April 30, 2021

30 April 2021

Landing test

A woman returning from an overseas trip complained to us that she was not served in French during the COVID-19 test she was required to undergo at Toronto Pearson airport.

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March 30, 2021

30 March 2021

Better bilingual service for landlords and tenants

While the Ombudsman’s systemic investigation into delays at the Landlord and Tenant Board (LTB) is ongoing, we have resolved many individual complaints, including from landlords and tenants who had difficulty receiving services in French.

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February 25, 2021

25 February 2021

Easier to complete

A French-speaking member of the board of directors of a small housing co-op in northern Ontario sought our help when he had trouble completing an annual form from the Condominium Authority of Ontario (CAO).

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January 29, 2021

29 January 2021

Email fail

After requesting information from the Ministry of Health in French and receiving answers in English twice, a Francophone journalist complained to our Office.

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December 10, 2020

10 December 2020

2019-2020 Annual Report of the French Language Services Commissioner of Ontario

Commissioner's Message - Two watchdogs, one access point
On January 13, 2020, I officially took up my duties as French Language Services Commissioner, following a rigorous selection process conducted across the country by the Office of the Ombudsman of Ontario.

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November 24, 2020

24 November 2020

You have the choice

Our French Language Services Unit received two complaints from people who called the general DriveTest phone line to book driving tests and were obligated to listen to a 90-second message in English only.

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September 29, 2020

29 September 2020

To be or not to be… in French

A woman in Thunder Bay decided to go to a local ServiceOntario to update her home address on her driver’s licence, after first checking the website to confirm the service location offered services in French.

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August 28, 2020

28 August 2020

A message in French will follow

With the current pandemic and the necessity to work from home, using conference call lines has become the norm in many organizations.

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July 31, 2020

31 July 2020

Fish story

When new signs were installed at the Ministry of Natural Resources and Forestry's Fish Culture Station in North Bay, some Francophone residents noticed something fishy - the signs were in English only.

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May 29, 2020

29 May 2020

Our opinion matters

An education worker complained to our French Language Services Unit about a unilingual English survey about technology that was being conducted on behalf of the Ministry of Education.

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March 27, 2020

27 March 2020

Failing the test

A man visited a London DriveTest centre with his son, who wanted to take the theory component of the road test, and requested services in French.

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January 31, 2020

31 January 2020

Hold, s’il vous plaît

A francophone man complained to our French Language Services Unit that he waited an hour on the phone for service in French when he called the disability eligibility decision unit of the Ministry of Children, Community and Social Services.

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November 29, 2019

29 November 2019

Au revoir, not goodbye

A woman complained to our French Language Services Unit that the Superior Court in Toronto could not serve her in person in French, resulting in a wasted trip and frustration.

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October 31, 2019

31 October 2019

Website faux pas

A French-speaking woman sought our help after she encountered difficulties with the website of the Psychiatric Patient Advocate Office.

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September 30, 2019

30 September 2019

Lacking language

A man who was following the complaints process regarding a bilingual community legal clinic reached out to us after receiving an English-only version of the clinic’s complaints policy.

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August 30, 2019

30 August 2019

The road to French services

We received a complaint from a man who had recently moved to Canada. Although his motorcycle licence was valid in his home country, he was required to re-take the test in Ontario. The man had been assigned an English-speaking examiner for his motorcycle road test, even though he requested a French-speaking examiner in advance at a designated DriveTest centre.

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