"We hear regularly from people who say they were either unable to be served in French by ServiceOntario staff, or experienced poor service,” said the Commissioner, who launched the investigation on his own initiative.
“Ontarians have a legislated right to be served in French with the same quality of service delivered in English,” he noted. “But they are telling us those rights are not being respected, and they are not receiving an equivalent service in French at locations where they should receive help obtaining their driver's licences, health cards, and other documents that are essential to their day-to-day life.”
The investigation is being conducted by the Ombudsman’s French Language Services Unit.
Among the issues it will look at are:
- Whether staff at ServiceOntario locations that are required to provide service in French under the French Language Services Act (FLSA) are aware of this obligation;
- How the FLSA is applied in ServiceOntario locations; and
- The quality of in-person service in French, including whether an active offer is made, bilingual staff are available and their proficiency to provide equivalent service in French.
Anyone can contribute to the investigation by sharing their experience with receiving service in French at a ServiceOntario location – including those operated by third parties (e.g., in retail stores). You can email ServicesFRenq-inv@ombudsman.on.ca, use the complaint form online or call 1-866-246-5262.