Title: Agence des douanes et du revenu du Canada
Author: Denis Langlois
Last saved by: JBEDARD

Audit of Service to the Public

in Both Official Languages

Follow-ups to Audits and 
Inspections (regional visits)

Montreal - Toronto

March 2001
Table of Contents

Page

1.	Introduction	1
2.	Background	1
3.	Audit objectives	1
4.	Scope	2
5.	Approach	2
6.	Audit results	3
6.1	Montreal	3
6.1.1	Canada Customs and Revenue Agency	3
6.1.2	Citizenship and Immigration Canada (CIC)	5
6.1.3	Business Development Bank of Canada	8
6.1.4	Human Resources Development Canada (HRDC)	10
6.1.5	Veterans Affairs Canada	13
6.1.6	Royal Canadian Mounted Police (RCMP)	16
6.2	Toronto	19
6.2.1	Citizenship and Immigration Canada (CIC)	19
6.2.2	Human Resources Development Canada (HRDC)	21
6.2.3	Human Resources Development Canada (HRDC)	24
6.2.4	Telefilm Canada	27
6.2.5	Industry Canada	30
6.2.6	Canada Industrial Relations Board	32
Appendix - Association consulted in the audit	36

Audit of Service to the Public
in Both Official Languages

Audit Program
Follow-ups to Audits and Inspections (regional visits)

1.	Introduction

This audit is part of the audit activities conducted by the Treasury Board Secretariat (TBS) to ensure that the Official Languages Act (OLA) and TBS official languages policy are being implemented.  Certain federal institutions (located in Montreal and Toronto) that have previously been audited or inspected are subject to this new audit.  The goal of this audit is to determine whether the public can communicate with and receive services from these institutions in the official language of its choice, in accordance with the Official Languages Act and the Official Languages (Communications with and Services to the Public) Regulations.

This section presents the background to the audit and the objectives, scope, approach used, results, conclusions and recommendations.

2.	Background

In her audit report on official languages in the Canadian sports system, the Commissioner of Official Languages asked the Treasury Board Secretariat to review its official languages audit methodology in order to ensure that the programs audited not only comply with established administrative controls, but also are effective in achieving program objectives. To that end the President of the Treasury Board informed the Commissioner that the TBS would be establishing a plan of activities that included the goal of following up on audits and inspections. In addition to this report, two other similar reports are being published: one on the Halifax and Moncton regions, and one on the Calgary, Vancouver and Winnipeg regions.

3.	Audit objectives

The audit objectives were established under Part IV of the Official Languages Act, which deals with the obligations of federal institutions, and third parties acting on their behalf, concerning service to the public.  The audit objective was to determine the extent to which the institutions in question are fulfilling their service to the public obligations under the Official Languages Act, the Official Languages (Communications with and Services to the Public) Regulations and government policy.

Another audit objective is to determine, as applicable, the extent to which the offices selected have corrected any deficiencies related to service to the public that were identified in previous audits or inspections.  The study also seeks to determine whether these organizations have maintained a level of performance that is judged adequate.

4.	Scope

The audit covered six federal institutions in each of the cities of Montreal and Toronto. 
For each location visited, we carried out three types of audit: 

•	a telephone audit: a call outside business hours (where they are not continuous) to check whether there is a Call Answer system in both official languages, and a call during business hours to check whether active offer really exists and whether service can be obtained in both official languages; 
•	an in-person audit at the site;
•	an audit of the Internet sites.

5.	Approach

The following steps were completed during the audit:

•	Meet with the Treasury Board Secretariat official languages representatives to discuss the audit parameters.
•	Choose six offices that were previously audited, or if necessary inspected in a regional visit by the TBS.
•	Identify any complaints against the selected offices filed with the Commissioner of Official Languages since the previous audits.
•	Develop an audit program including interview questionnaires (in person and by telephone), covering the same points as the previous audits.
•	Determine to what extent the Internet sites of the institutions involved give the same information in both official languages, and if necessary determine the extent to which the public can communicate with them in both official languages.
•	For each office chosen, identify the points that gave rise to an observation, and check what measures have been taken following the audit or inspection.
•	Check the level of client satisfaction among the representatives of the minority community, in terms of delivery of services in the client's preferred official language (develop a questionnaire, and conduct on-site interviews).
•	Make telephone calls to check active offer in the offices covered.
•	Check active offer, postings and signage in the federal offices in question.
•	Interview those in charge of the offices visited.
•	Check postings, documentation and the linguistic capability of the institutions in question.
•	Compile and analyse the data collected in the telephone calls, meetings with the minority community representatives, and visits to the offices covered.
•	Group the data by regions, prepare three reports and make recommendations as appropriate.
•	Send the draft reports to the offices in question to obtain their comments, and incorporate the feedback into the final reports.

6.	Audit results

6.1	Montreal

6.1.1	Canada Customs and Revenue Agency

Tax Services
305 René-Lévesque Boulevard West, Montreal
Burolis #: 12967
December 5, 2000

Audit results

A)	Active Offer

Active offer on the telephone outside business hours

This Canada Customs and Revenue Agency office is listed in both official languages in the Montreal telephone directory under both a toll-free number, 1-800-877-9277, and a regular number, 496-1606 (514).  At both numbers there is a Call Answer system, and the message is fully bilingual.

Active offer on the telephone during business hours

By calling either of the above numbers during business hours, it is possible to obtain services in both official languages and an active offer of these services.

Active offer in person

We did not receive an active offer when we went to the reception desk.  The reception service is provided by the Canadian Corps of Commissionaires; the commissionaire continued in English once he realized that he had been asked a question in English.

Visibility of the official languages symbol at all times

The official languages symbol was prominently displayed at the reception desk. We also noted some symbols inside the Agency's office.

Postings in both official languages at all times

All postings and signage are completely bilingual.

Availability of publications in both official languages

All the documentation we examined was available in both official languages.  These were mainly forms and pamphlets.  There are no local publications from this office that are intended for the public.

Use of both official languages on the Internet site

The Agency’s Internet site (http://www.ccra-adrc.gc.ca/) is fully bilingual and very user-friendly.  It describes the full range of services provided by the Agency.  It is easy to move from one language to the other by clicking on English or French in the main menu.  That enables one to go directly from the content in one language to the same content in the other, without having to go through all the search stages again to find it.  It does not go back to the first page, but moves directly to the corresponding page in the other language.  There is no separate site for this Montreal office.

B)	Service

Nature of the services provided by the office visited

The office provides a variety of services and serves all sorts of clients: for example, it provides training and information services related to tax, conducts audits of social security benefits and tax programs, and handles revenue recovery for tax, the GST and customs.  All services provided are available in both official languages.

Existence of bilingual capacity required to provide continuous service in both official languages

There are 1,549 positions in this office, of which 1,413 are designated as bilingual.  Of the 465 positions assigned to client services, 417 are bilingual.  In all the department's operational divisions there are enough bilingual positions to properly meet the demand for services in English.  Since 91% of the positions are designated as bilingual, there are always employees on duty to provide the full range of the department's services in both official languages.  Many of the employees exceed the standards for their positions, and a number have language exemption.

Presence of work tools required for provision of service in both official languages

The office receives correspondence in English, and has no problem responding to it.  The employees providing bilingual services have work tools available in both official languages.  The business cards, letterheads and fax cover sheets are bilingual.

Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary

We consider that the services to the public in both official languages are comparable and equal in quality.  Most of the bilingual services are provided by employees having the same level of skill in both official languages, and the presence of these employees is continuous.  

C)	Managers' Responsibilities

Knowledge of requirements regarding service to the public in both official languages

The manager we met was well aware of his official languages responsibilities.  

Existence of controls to ensure service is always provided in both official languages

There are no specific control mechanisms in this office to ensure that the service is always provided in both official languages.  Management considers that supervision provides adequate control, since the number of bilingual positions is sufficient.
Existence of mechanisms to assess client satisfaction

The Agency still has available the slip entitled Your Opinion Counts.  This bilingual questionnaire includes three questions related to official languages: the first asks the client in which language he or she has been served; the second asks whether the service was provided in the official language of his or her choice; and the third asks whether the client obtained the desired documentation.

Meetings with the representatives of the official language minority community

There are no formal meetings with the representatives of the official language minority community.

Use of the media

This district office does not use the media.  We were told that this function was the responsibility of head office in Ottawa, but that all newspaper advertisements were either bilingual or in French in the French-language dailies and in English in the English-language dailies.

Complaints concerning official languages

There have been no complaints concerning official languages over the past year.

Changes since the last audit

The last audit was conducted in 1998; at that time, 98% of the client service positions were designated as bilingual, and the services in both official languages were comparable and equal in quality; that situation still prevails today, even though the proportion of bilingual employees in this division is now around 90%.

Recommendations

Following the audit, it is recommended:

•	that the members of the Corps of Commissionaires be reminded of the importance of providing an active offer of services in both official languages.

6.1.2	Citizenship and Immigration Canada (CIC)

715 Peel Street, Montreal
Burolis #: 93263
December 5, 2000

Audit results

A)	Active Offer

Active offer on the telephone outside business hours

The Citizenship and Immigration Canada office in Montreal is listed in the city telephone directory, in both official languages, as 496-1010 (514).  When we made our call outside business hours, we found that there was a fully automated Call Answer system available in both official languages.  

Active offer on the telephone during business hours

When we called the above number we received an active offer and were able to obtain services in English.

Active offer in person

We did not receive an active offer at the reception desk, but the commissionaire replied to us in English; services can be obtained in both official languages.

Visibility of the official languages symbol at all times

There was no official languages symbol at the reception desk.

Postings in both official languages at all times

The postings and signage are completely bilingual.  

Availability of publications in both official languages

All publications used come from head office and are available in both official languages.  They include all sorts of brochures on a variety of subjects, such as information for visitors, students and people thinking of working temporarily in Canada.  The Montreal office is also the site of the CIC Call Centre Service.  There are no local publications related only to this office.

Use of both official languages on the Internet site

The Citizenship and Immigration Canada Internet site (http://www.cic.gc.ca/) is fully bilingual and very user-friendly.  It describes the full range of services provided by CIC.  There is no specific reference to the Montreal office.

B)	Service

Nature of the services provided by the office visited

The Montreal office provides the services of the Call Centre (front-line services for clients seeking mainly information, forms, etc.) and handles services related to citizenship such as granting Canadian citizenship, issuing proof of Canadian citizenship, searches to establish the validity of Canadian citizenship, etc.  It also provides services to Canadians requesting information on citizenship and dual citizenship, and answers questions about permanent residents.  The office can also provide services to workers or students with visa problems.  

Existence of bilingual capacity required to provide continuous service in both official languages

The Montreal office has about 375 positions designated as bilingual.  These positions are found in all operational sectors such as internal service, communications, hearings and detention, investigations and removals, citizenship, etc.  There are bilingual positions in all sectors, and bilingual employees on duty throughout the year.  All employees have at least BBB level, and a number of employees exceed the requirements for their positions.  Two employees are currently taking language training.  The office is always able to respond to the demand for services in English, regardless of the field.

Presence of work tools required for provision of service in both official languages

According to the manager we met, the office regularly receives correspondence in English, and it is able to respond to it at the same rate as for correspondence received in French.  The office has all the work tools required to provide the service in both official languages.  The business cards, letterheads and fax cover sheets are completely bilingual.

Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary

The services provided are fully comparable and equal in quality, because there are always enough bilingual employees on duty to provide the service in both official languages.   

C)	Managers' Responsibilities

Knowledge of requirements regarding service to the public in both official languages

The manager we met was well aware of the office's language obligations.  She told us that they reminded the employees of their language obligations twice a year.

Existence of controls to ensure service is always provided in both official languages

The manager interviewed had not been in the position for very long, and she did not know whether there were specific controls to ensure that the service is always provided in both official languages.  

Existence of mechanisms to assess client satisfaction

CIC conducts client surveys, and there is a question concerning the possibility of being served in the official language of the client's choice.

Meetings with the representatives of the official language minority community

This office has fairly close links with the official language minority community.  It plans to maintain the communication links between organizations representing Montreal's Anglophone minority community, and it also consults them on questions of common interest.

Use of the media

This office makes almost no use of the media.  We were told that this was the responsibility of head office in Ottawa, but that if necessary, all advertisements in the newspapers were either bilingual or in French in the French-language dailies and in English in the English-language dailies.

Complaints concerning official languages

Last year there were no complaints concerning the two official languages at this office.

Changes since the last audit

The last audit was conducted in 1998.  Nothing has changed since then in terms of the office's capacity to provide services in English; the services are still comparable and equal in quality.  However, the commissionaires still do not make an active offer; although they are able to speak both official languages.
Recommendations

Following the audit, it is recommended:

•	that the members of the Corps of Commissionaires be reminded of the importance of providing an active offer of services in both official languages.

6.1.3	Business Development Bank of Canada

3100 Côte Vertu Road, Montreal
Burolis #: 12764
December 6, 2000

Audit results 

A)	Active Offer

Active offer on the telephone outside business hours

The Business Development Bank of Canada office on Côte Vertu is listed in the Montreal telephone directory, in both official languages, as 496-7500 (514).  The pre-recorded message at this number gives an active offer of service in both official languages.
Active offer on the telephone during business hours

The Business Development Bank of Canada has a 1-800 number at which there is an active offer of services in both official languages.  When the Bank advertises in the newspapers, it gives the branch telephone number as 496-7510 (514); there is an active offer at this number, and the possibility of being served in both official languages.  The same applies to the number listed in the city telephone directory, 496-7500 (514).

Active offer in person

At the reception desk, the greeting was in French only.  However, the receptionist immediately answered in English as soon as she realized that the people she was talking to were speaking English.

Visibility of the official languages symbol at all times

The official languages symbol is prominently displayed at the office entrance.

Postings in both official languages at all times

All postings are in both official languages.

Availability of publications in both official languages

All publications available on the display racks are in both official languages; the office representatives gave us other forms and brochures that were also in both official languages. These publications are produced by the head office.  The manuals given to Bank clients contain a general part and a specific part, and are published in both official languages.

Use of both official languages on the Internet site

The Business Development Bank of Canada Internet site (http://www.bdc.ca/) is fully bilingual.  The office on Côte Vertu also has its own Internet site, accessible at (http://www.bdc.ca/bdc/home/Default.asp).  This site is also completely bilingual; it provides information on Bank personnel, on local events, and on the calendar of local events.  This site is part of the Bank's main site.

B)	Service

Nature of the services provided by the office visited

Like all the other branches, this office has the mandate of helping create and develop small and medium-sized businesses, by providing long-term funding services and management consulting services.  The office visited is responsible for two branches, one in Ville Saint-Laurent and another in Pointe-Claire.  Most of the clients of both these branches are English-speaking.  The account managers meet with clients, authorize loans and provide follow-up.  Recently the Bank set up NEXPRO, a program based on exports that involves presenting lectures for interested businesses; this program is given only in English at this branch.  It should be noted that this program is also intended for businesses that are not funded by the Bank. 

Existence of bilingual capacity required to provide continuous service in both official languages

There are 27 positions in the Bank, and all positions involving contacts with the public (26) are bilingual and are occupied by bilingual incumbents.  The bilingualism level is checked in the hiring interview and confirmed through validation tests if necessary.

Presence of work tools required for provision of service in both official languages

All work tools are in both official languages - business cards, fax cover sheets, lecture registration forms and lecture invitation cards.

Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary

The Bank makes certain that the account managers are able to use the official language of their clients.  They even see that there are cultural affinities between Bank employees and their clients, by taking care about the multicultural composition of the target population.  The Bank provides services that are comparable and equal in quality in terms of official languages, and because of the linguistic capacity of the employees there is no need for administrative arrangements.

C)	Managers' Responsibilities

Knowledge of requirements regarding service to the public in both official languages

The managers are highly aware of the legal obligations concerning official languages resulting from the fact that this is a Crown corporation.  Moreover, they consider the language aspect an important part of their operations in order to develop good business relationships with their clients.  One routine management practice is to hire third parties who can provide services in both official languages or in the language of the target group when the preferred language has been determined in advance.  The employees are informed of their obligations when they are hired; they have access to the Bank's internal official languages policy, and there is ongoing monitoring of the implementation of this policy.  The Bank also offers second-language development courses on its premises.

Existence of controls to ensure service is always provided in both official languages

The Bank's central office has an audit unit whose duties include ensuring that the bilingualism standards in postings and documentation are respected.  This unit publishes a report that may contain data on bilingual service if a deviation has been found. 

Existence of mechanisms to assess client satisfaction

The Bank's ombudsman receives comments and complaints from clients.  The first level for settling any problems that might arise is the branch management.  As part of their duties, the managers ensure that service is provided in the language chosen by the client.

Meetings with the representatives of the official language minority community

There are no meetings with the official language minority association, but the account managers are members of various boards of trade and business associations of both official language groups.

Use of the media

The branch uses the local press, such as Business in Saint-Laurent en Affaires and Nouvelles de Saint Laurent News.  These newspapers are published in both official languages, and the branch's advertisements are in both official languages as well.

Complaints concerning official languages

Last year there were no complaints concerning official languages at this branch.

Changes since the last audit

The last audit dates from 1998.  The number of positions and the number of bilingual positions have increased, but that is about the only change related to official languages.  The status of service to the public in both official languages is as good now as it was at that time.

Recommendations

Following the audit, it is recommended:

•	that the Bank ensure that an active offer of services in both official languages is always made.

6.1.4	Human Resources Development Canada (HRDC)

6900 Décarie Boulevard, Suite 3015, Montreal
Burolis #: 12529
December 11, 2000

Audit results 

A)	Active Offer

Active offer on the telephone outside business hours

The HRDC office on Décarie Boulevard is listed in both official languages in the Montreal telephone directory as 731-0060 (514).  Outside business hours there is a Call Answer system giving a bilingual message.

Active offer on the telephone during business hours

There are an active offer and the possibility of being served in both official languages at the above number.

Active offer in person

Clients are greeted by an employee standing at a booth in the middle of the room.  The greeting is sometimes in English only, and sometimes in French only.  However, the numbers are called out in both languages when it is to make an appointment. 

Visibility of the official languages symbol at all times

There is no official languages symbol at the entrance to this office.

Postings in both official languages at all times

All postings and signage are bilingual: large-format posters, instructions on using computers and performing job searches, etc.

Availability of publications in both official languages

All publications are available in both official languages and are scattered around the waiting room.  However, the office is having some difficulty obtaining high-quality English-language documents; these are produced by the regional office.  That was the case recently with the mailings concerning the Summer Career Placement program sent to organizations that had participated the previous year.  The English translation was full of errors.  Use of translation to correct the errors means that the English and French versions are not always available at the same time.

Use of both official languages on the Internet site

The HRDC Internet site (http://www.hrdc-drhc.gc.ca/) is fully bilingual and includes a note that some hyperlinks are available only in the original language.  The site describes the full range of services provided by the department.  We also found that there is an Internet site specific to this office, at the following address: (http://www.hrdc-drhc.gc.ca/cgi-bin/hr-display.cgi?rc=2377&ln=e); this is a bilingual site that includes brief descriptions of the services, resources and job banks available at this address.

B)	Service

Nature of the services provided by the office visited

This office serves the most cosmopolitan clientele in Quebec, with a high proportion of English-speaking clients.  It provides front-line services for employment insurance and job searches, and second-line and investigator services for overpayments and recoveries.  This office is also responsible for the Pointe-Claire branch, which provides only front-line services.  It should be noted that the worker training sector has been devolved to the province.

Existence of bilingual capacity required to provide continuous service in both official languages

The office has 100 employees (including the Pointe-Claire branch, which has 13).  All positions requiring contacts with the public are identified as bilingual at levels BBB or CBC, depending on the duties performed.  Only one incumbent does not meet the requirements of his position; he is currently taking language training.
Presence of work tools required for provision of service in both official languages

The work tools, including business cards, letterheads and fax cover sheets, are completely bilingual.

Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary

Because of the office's linguistic capacity there are no administrative arrangements.  The supervisors ensure that the service is provided equitably, and aside from the fact that some publications in English may be delayed because of poor translations, the in-person service is comparable and equal in quality.

C)	Managers' Responsibilities

Knowledge of requirements regarding service to the public in both official languages

The managers are well aware of their responsibilities for services and telephone greetings in both official languages, but they seem to pay less attention to active offers of services in person.  They mainly stress providing services in both official languages.  For the managers, service in both official languages is part of routine operations and is well known to the population.  The employees are reminded of their obligations, in particular for the pre-recorded telephone messages.  Management ensures that contracts with third parties include a language obligation and an active offer obligation, except for agreements with the province, which must provide services in English only on request.

Existence of controls to ensure service is always provided in both official languages

The project officers monitor contractors.  The supervisors, as part of their responsibilities, check active offer on the telephone and delivery of services in both official languages.

Existence of mechanisms to assess client satisfaction

There is no client satisfaction mechanism, other than the lack of complaints.

Meetings with the representatives of the official language minority community

The department has a community development strategy.  The department participates in the regional and government consultation tables, where all Anglophone communities are represented. 

Use of the media

The office uses the newspapers only for very specific activities, of which there are very few.  Thus for such occasions as the summer placement campaigns for students they use the small local English-language and French-language newspapers.  For messages with larger scope, the regional office places announcements in dailies like La Presse and The Gazette.

Complaints concerning official languages

There were two complaints relating to official languages.  One concerned the lack of bilingual pre-recorded messages, and the second concerned the quality of an employee's English.  Following the first complaint, management issued a reminder to all employees; as to the second, the language identification of the position seemed appropriate, and the incumbent fulfilled the requirements of his position.

Changes since the last audit

The last audit dates from 1998.  It covered the Pointe-Claire office, which at the time was independent and also provided all the services that are now combined at the Décarie Boulevard office.  The office has undergone major government transformations, and it is inappropriate to compare the services provided.  However, it should be noted that in both cases the services provided to the official language minority community are comparable and equal in quality.

Recommendations

No recommendations are necessary.

6.1.5	Veterans Affairs Canada

4545 Queen Mary Road, Montreal
Burolis #: 13118A
December 5, 2000

Audit results 

A)	Active Offer

Active offer on the telephone outside business hours

There is an active offer of services in both official languages in the pre-recorded message at the number listed in the city telephone directory, 496-2121 (514). 

Active offer on the telephone during business hours

There is an active offer of services in both official languages at the above number.

Active offer in person

The attendant assigned to the small general information window makes an active offer of services in both official languages.

Visibility of the official languages symbol at all times

The symbol is clearly visible at the information window.

Postings in both official languages at all times

There are few postings, but they are in both official languages.

Availability of publications in both official languages

There are no brochures on display, but the available brochures that are given to veterans' associations are produced in both official languages by the regional office.

Use of both official languages on the Internet site

The Veterans Affairs Canada Internet site (http://www.vac-acc.gc.ca/) is completely bilingual. This site is dedicated to promoting the health and well-being of Canadian veterans and to providing information on programs and services for those veterans.  There is no separate Internet site for the Montreal office. 

B)	Service

Nature of the services provided by the office visited

There are two types of service at the address visited. The second floor of the Montreal office provides case management services, client needs assessments, and study of applications for home care.  Medical referrals are made there, and health services refunds issued.  There are nurses on the staff.  On the ground floor are the regional functions, including communications, financial services and client services for appeals and complaints.  Ground floor personnel also respond to requests for information on the history of the two World Wars.  It should be noted that the department's clients in Quebec are mainly from the minority official language group.

Existence of bilingual capacity required to provide continuous service in both official languages

Client services on the second floor have about 45 employees, 43 of whom are in bilingual positions at BBB level.  On the ground floor there are 26 employees, including 18 in bilingual positions.  All positions related to service to the public are bilingual, and the incumbents of these positions are bilingual.

Presence of work tools required for provision of service in both official languages

The work tools are bilingual; they include forms, business cards, letterheads and fax cover sheets.

Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary

The services provided to the public in both official languages are comparable and equal in quality.  The office is responsible for offices in the region where the linguistic capacity is not the same; administrative arrangements have been made by providing the employees with the list of bilingual employees, mainly for transferring calls.  The offices in the region that require such arrangements are those in Gatineau, Sherbrooke, and Quebec City.

C)	Managers' Responsibilities

Knowledge of requirements regarding service to the public in both official languages

Management is well aware of the institution's language obligations.  The office can use the advice of the official languages co-ordinator, and reminders about active offer are circulated.  Management makes certain that contracts signed with the medical establishment for assessments (for pension purposes) include a language clause.

Existence of controls to ensure service is always provided in both official languages

There are regular checks of active offer on the telephone, but there is no audit of the delivery of services in both official languages.

Existence of mechanisms to assess client satisfaction

The office provides its clients with a satisfaction questionnaire that includes a question on respect for the preferred language in delivering services.

Meetings with the representatives of the official language minority community

During their meetings with the veterans' associations, the department's representatives contact their official language minority clients.  It should be noted that these meetings are bilingual, and the discussion readily shifts from one language to the other at the same meeting.  There are no formal meetings with the representatives of the official language minority community.

Use of the media

The office does not advertise in the newspapers.  Only bilingual news releases are made available to the newspapers.

Complaints concerning official languages

The office received one complaint concerning official languages over the past year.  The complaint was that there was no active offer at the information window; it was settled by issuing a reminder to the employees.

Changes since the last audit

The situation is much the same as it was for the 1998 audit.  The quality of the services found at that time is being maintained.

Recommendations

No recommendations are necessary.

6.1.6	Royal Canadian Mounted Police (RCMP)

C Division Headquarters
4225 Dorchester Boulevard West, Montreal
Burolis #: 12989
December 5, 2000

Audit results 

A)	Active Offer

Active offer on the telephone outside business hours

It is not possible to call this office outside business hours to check whether the Call Answer system is bilingual, because the office is open 24 hours a day.

Active offer on the telephone during business hours

The RCMP office is listed in both official languages in the Montreal telephone directory, and there 10 telephone numbers.  At the general information number, 939-8300 (514), there is an active offer and services in both official languages.

Active offer in person

The attendants at the information and security office at the building entrance greet visitors sometimes in English and sometimes in French; there is no systematic bilingual greeting, but services are available in both official languages.

Visibility of the official languages symbol at all times

The symbol is prominently displayed at the office entrance.

Postings in both official languages at all times

Postings are in both official languages, but there are few of them.  It should be noted that the public does not have ready access to this office; meetings are by appointment.

Availability of publications in both official languages

There is no display rack, but the publications that RCMP members can distribute as part of media operations come from Headquarters and are produced in both official languages.  C Division does not have any local publications.

Use of both official languages on the Internet site

The RCMP Internet site (http://www.rcmp-grc.gc.ca/) is completely bilingual.  It describes the full range of services provided by Canada's national police force.  In the Important Notices given on the first page of the site, the RCMP issues the following notice related to official languages: "The Royal Canadian Mounted Police Site is bound by the Official Languages Act and relevant Treasury Board policies and all Royal Canadian Mounted Police Site information is available in both French and English.  However, users should be aware that some information on external sites to which we link is available only in the language in which it was provided."

There is an Internet site specific to the office visited: (http://www.grcquebecrcmp.com/); this site is fully bilingual and has a number of headings on various subjects.

B)	Service

Nature of the services provided by the office visited

Because this is a headquarters, the office is in charge of a series of operations like computer crime, commercial offences, customs and excise, internal complaints and investigations, embassy protection, recruitment and the fight against organized crime, etc.  There are many contacts with other police forces.  Contacts with the public not related to these police activities involve public relations, anti-drug campaigns or recruiting campaigns; division members then go to make presentations in educational institutions.

Existence of bilingual capacity required to provide continuous service in both official languages

There are 596 positions at the headquarters, 418 of which involve duties related to service to the public; 410 of these positions are designated as bilingual, at the following levels: BBB (42), BBC (326), CBC (24) and CCC (18).  The designation depends on the duties to be performed.  With the globalization of police operations, management considers it a necessity for its officers to be bilingual.

Presence of work tools required for provision of service in both official languages

Work tools like forms, letterheads, fax cover sheets and business cards are bilingual.

Comparability of services to the public in both official languages, and availability of administrative arrangements as necessary

The office's linguistic capacity is such that few administrative arrangements are necessary.  However, unilingual employees have been given cards they can use, if needed, to indicate to a client requesting service in a language not spoken by the officer that the client's case will be referred to a bilingual officer; this card is used mainly for telephone service.  Comparability of the service in both official languages is part of the service criteria.  Each year the sectors must conduct management reviews of a number of areas decided upon by headquarters.  Client services and official languages are part of this service quality study.

C)	Managers' Responsibilities

Knowledge of requirements regarding service to the public in both official languages

Management is very well aware of the official languages responsibilities.  The RCMP manual has a section on official languages, and the managers must consult it.  There is a language clause in the contracts with the Canadian Corps of Commissionaires, and managers who must hire former members on contract to conduct interviews make certain that they are bilingual.  In the area of information, this year they plan to present a video on active offer at Headquarters and in all detachments.  A copy of this video will be kept permanently in the library.  Also, all recruits are given an awareness of bilingualism in their training session in Regina.  The RCMP provides language training courses in the workplace; currently there are eight employees taking basic training, and a number of employees are taking a language training program given outside working hours.

Existence of controls to ensure service is always provided in both official languages

Three times a year, the person in charge of official languages audits implementation of the internal policy on official languages.  There are three components to this audit: compliance with the policy; general service quality; and a component involving calls to clients selected at random to measure their level of satisfaction.

Existence of mechanisms to assess client satisfaction

Client satisfaction is assessed in the audit described above.

Meetings with the representatives of the official language minority community

C Division's administrative manual requires that a meeting with Alliance Quebec be held annually.  This meeting is provided for in the planning, but it has not yet been held.

Use of the media

The media are used in recruiting campaigns and when news releases are issued on specific subjects.  The major dailies in the majority and minority languages are used for that purpose.  The office also holds press conferences, and it makes certain that bilingual inspectors are present to answer questions by journalists from both language communities. 

Complaints concerning official languages

There have been no complaints concerning official languages, and the office's management is justly proud of receiving an honourable mention from the Commissioner of Official Languages.

Changes since the last audit

The situation is much the same as it was for the 1998 audit.  At that time about 75% of the positions were bilingual; today the figure is around 70%, but that is adequate to meet the demand.  The office's linguistic capacity has remained essentially the same.  The services are still offered in the client's preferred official language.

Recommendations

No recommendations are necessary.

6.2	Toronto

6.2.1	Citizenship and Immigration Canada (CIC)

25 St. Clair Avenue East, Toronto
Burolis #: 3572
November 27, 2000

Audit results

A)	Active Offer

Active offer on the telephone outside business hours

The Toronto Citizenship and Immigration Canada office is listed in both official languages in the city telephone directory as 973-4444 (416).  When we called the number outside business hours, we noted that is was a fully automated Call Answer system and available in both official languages.  

Active offer on the telephone during business hours

When we called the above number, we were able to speak with an officer and obtain services in French.

Active offer in person

We did not receive an active offer at the reception counter, nor did the people ahead of us.  However, the person at the reception counter was fluently bilingual and answered us in French on realizing that we spoke French.

Visibility of the official languages symbol at all times

We noted that there was an official languages symbol at the reception counter.

Postings in both official languages at all times

The postings and signage are completely bilingual.  

Availability of publications in both official languages

All publications used come from headquarters and are available in both official languages.  They include all types of brochures on a variety of subjects, such as information for visitors, students and people thinking of working temporarily in Canada.  The Toronto office also placed a bilingual pamphlet at the disposal of its users on the CIC Call Centre Service.  Most of the on-site documentation was available in both official languages and prominently displayed.

Use of both official languages on the Internet site

The Citizenship and Immigration Canada Internet site (http://www.cic.gc.ca/) is fully bilingual and very user-friendly.  It describes the full range of services provided by CIC.  There is no specific reference to the Toronto office.

B)	Service

Nature of services provided by the office visited

Among other things, the Toronto office is responsible for services related to citizenship, such as granting Canadian citizenship, issuing proof of Canadian citizenship, establishing the validity of Canadian citizenship, etc.  It also provides services to Canadians requesting information on citizenship and dual citizenship, and answers questions about permanent residents.  The office can also provide services to workers or students with visa problems.  The manager with whom we met told us that the office had several French-speaking clients, mainly from Africa.

Existence of bilingual capacity required to provide continuous service in both official languages

This regional office underwent a major restructuring process that affected a dozen offices.  Of the approximately 1200 positions that are in contact with the public, 120 are bilingual.  The employees occupying the bilingual positions have at least level BBC, and their bilingualism tests are still valid.  There are 15 bilingual positions associated with the call centre (50 positions).  The manager indicated that the turnover rate for employees working at this centre was very high, and that these positions were hard to fill given the low unemployment rate in the Toronto region and the fact that the office must also take other factors, such as diversity, into account in its hiring practices.  

A few employees are taking language training.  The manager told us that it was difficult to juggle the courses and work, and that it was also hard to find customized courses in Toronto.  Some employees take language courses at the office’s learning centre every Friday afternoon.

Availability of work tools required for provision of services in both official languages

According to the manager with whom we met, the office now receives slightly more correspondence in French.  The office is equipped with bilingual keyboards and has all of the work tools to provide service in both official languages.  The business cards, letterhead and fax cover sheets are completely bilingual.

Comparability of the service to the public in both official languages, and availability of administrative arrangements as necessary

The services provided are fully comparable and equal in quality, because there are always enough bilingual employees on duty to provide service in both official languages.   

C)	Managers’ Responsibilities

Knowledge of requirements regarding service to the public in both official languages

The manager with whom we met was well aware of the office’s language obligations.  
Existence of controls to ensure service is always provided in both official languages

There are no specific controls to ensure that service is always provided in both official languages.  The manager feels that the quality of services has improved in recent years.  

Existence of mechanisms to assess client satisfaction

There are no formal mechanisms to assess client satisfaction.  However, the office conducts exit interviews that provide it with some relevant information.
Meetings with the representatives of the official language minority community

There are practically no formal meetings with the official language minority community.  

Use of the media

The office does not use the media much, but when it does, it ensures that everything is done in both official languages.  

Complaints related to official languages

There were no complaints related to official languages in this office last year. 

Changes since the last audit

The last audit was conducted in 1996.  Since that time, this office has undergone major restructuring. It is therefore not appropriate to compare the delivery of services in the two official languages.  In both cases, the services provided are adequate.

Recommendations

Following the audit, it is recommended:

•	that CIC ensure that an active offer of services in both official languages is always made.

6.2.2	Human Resources Development Canada (HRDC)

25 St. Clair Avenue East, Toronto
Burolis #: 1594
November 27, 2000

Audit results

A)	Active Offer

Active offer on the telephone outside business hours

The telephone number for this HRDC office is listed in both official languages in the Toronto telephone directory as 973-3510 (416).  When we called the number outside business hours, we noted that there was no Call Answer system and the telephone kept on ringing.

Active offer on the telephone during business hours

When we called the above number, we received an active offer and service in French.

Active offer in person

There was no active offer when we went to the reception counter, but we did obtain services in French.  The managers told us that there is no active offer at this office because it is located in an English-speaking environment.  However, we were told that services are available in French and that a bilingual employee is quickly summoned when there is a request for services in French.
Visibility of the official languages symbol at all times

We noted that there was an official languages symbol at the reception counter.  

Postings in both official languages at all times

The postings and signage are generally bilingual.  A few posters are in English only, including one that reads "Please ring for service."

Availability of publications in both official languages

There are no in-house publications other than the Centre’s business plan, which is available in both official languages.  All publications used come from headquarters and are also available in both official languages.  They include forms on Employment Insurance, Old Age Security and the Canada Pension Plan. 

Use of both official languages on the Internet site

The HRDC Internet site (http://www.hrdc-drhc.gc.ca/) is completely bilingual and includes a notice to indicate that some hyperlinks are only available in the language in which they were provided.  It describes the full range of services provided by the Department.  We also noted that there was a specific Internet site for the Toronto office at the following address: 
(http://www.drhc.gc.ca/cgi-bin/hr-display.cgi?rc=3505&ln=e). This bilingual site provides a brief description of the services, resources and job banks available at this address.

B)	Service

Nature of services provided by the office visited

This is the Human Resource Centre of Canada (HRCC) in Toronto that provides bilingual services.  It offers a wide range of services dealing with employment insurance, contributions, information for foreign workers, etc.  For example, to determine whether the employment offer made to a foreign worker requires validation, the HRCC officer must assess the potential impact of hiring a foreign worker on the Canadian job market. This work often requires close collaboration between such officers and Citizenship and Immigration Canada, since one of the responsibilities of the latter is to determine whether a work permit should be issued to foreign workers.  Third parties who provide services on behalf of HRCC have an official languages clause in their contract, and their services must be provided in both official languages.

Existence of bilingual capacity required to provide continuous service in both official languages 

This office has approximately 50 positions that provide client services, four of which are designated level BBC bilingual imperative.  All the employees in these positions have at least this standard, and their test results are still valid.  Management told us that it had some difficulty recruiting bilingual employees. 

Availability of work tools required for provision of service in both official languages

According to the managers we met, the office has the work tools to provide the service in both official languages.  The office does not have bilingual keyboards, but accents can still be used.  The business cards are bilingual, but the letterhead and fax cover sheets used are often in English only.

Comparability of the service to the public in both official languages, and availability of administrative arrangements as necessary

The services provided in person are not fully comparable or equal in quality, because there is no active offer at the reception counter nor are there enough bilingual employees on duty to provide service in both official languages at all times.  If there is a demand for services in French and no bilingual employees are on duty, the centre must use other resources in the building to provide assistance.  The managers told us that it was difficult to manage delivery of services in French in a context where their resources are very limited, particularly during annual vacation periods or holidays.  

C)	Managers’ Responsibilities

Knowledge of requirements regarding service to the public in both official languages

The managers with whom we met were well aware of their office’s official language obligations.  

Existence of controls to ensure service is always provided in both official languages

There are no specific controls at this office to ensure that the service is always provided in both official languages.  
Existence of mechanisms to assess client satisfaction

There are no mechanisms to assess client satisfaction.

Meetings with the representatives of the official language minority community

There are no formal meetings with the official language minority community, but from time to time two Francophone project officers meet with the Francophone community to do presentations or discuss HRDC programs and services.   The HRCC also maintains contacts with various groups that include several members of the French-speaking African community.  Management informed us that it was very involved with this community.

Use of the media

Media advertising is more a public affairs responsibility.  We were told that the only advertising from this office is in relation to the job fairs and is published in both official languages. 

Complaints related to official languages

There were no complaints related to official languages in the past year.

Changes since the last inspection

The last inspection dates back to 1998.  At that time there were also four positions designated bilingual and that situation has remained unchanged.   The lack of an active offer in person as well as the lack of an official languages symbol at the reception counter was noted in 1998.  However, we noted that an active offer is now made on the telephone and that services can be obtained in French.  There has therefore been an improvement in this respect.

Recommendations

Following the audit, it is recommended:

•	that the office ensure that an active offer of services in both official languages is always made;

•	that postings be checked regularly to ensure that they are in both official languages;

•	that the language designation of the positions be examined to ensure that there are enough bilingual positions that the office does not have to continuously resort to administrative arrangements, which are temporary by definition.

6.2.3	Human Resources Development Canada (HRDC)

25 St. Clair Avenue East, Toronto
Burolis #: 15992
November 27, 2000

Audit results

A)	Active Offer

Active offer on the telephone outside business hours

The HRDC telephone number is listed in the Toronto telephone directory in both official languages as 973-6915 (416).  When we called this number outside business hours, we noted that the telephone message was fully bilingual. This number generally does not provide personalized services; it gives information and several telephone numbers to call for specific services.  We tried calling 730-1411 (416) for employment insurance; again this was a number that automatically directs calls 24 hours a day to another Call Answer system that is also fully bilingual.

Active offer on the telephone during business hours

When we called 973-6915 (416), there was an active offer and service in French when it was possible to speak to an attendant.  The latter also knows the language of the caller, who selects the English or French menu for further options.

Active offer in person

When we went to the reception counter, we received an offer and service in French.  The manager told us that the active offer was not systematically made at this office.  However, he expects his employees to use their judgement and make an active offer depending on who comes to the reception.  The manager is aware that he is not following the rule, but feels that employees must be given some latitude in this respect.

Visibility of the official languages symbol at all times

The official languages symbol is prominently displayed at the reception counter and is considered by the management to be a form of active offer.

Postings in both official languages at all times

The postings and signage are bilingual.  It was noted that even the temporary postings were bilingual.

Availability of publications in both official languages

There are practically no in-house publications other than the Centre’s business plan and a few pamphlets.  These documents are available in both official languages.  Most of the publications used come from headquarters and are also available in both official languages. They include forms on Employment Insurance, Old Age Security and the Canada Pension Plan.  
Use of both official languages on the Internet site

The HRDC Internet site (http://www.hrdc-drhc.gc.ca/) is completely bilingual and includes a notice to indicate that some hyperlinks are only available in the language in which they were provided.  It describes the full range of services provided by the Department.  We also noted that there was a specific Internet site for the Toronto office at the following address: 
(http://www.drhc.gc.ca/cgi-bin/hr-display.cgi?rc=3505&ln=e). This bilingual site provides a brief description of the services, resources and job banks available at this address.

B)	Service

Nature of the services provided by the office visited

This is the Toronto Human Resource Centre of Canada (HRCC) that provides bilingual services.  It offers a wide range of services dealing with employment insurance, Social Insurance Number applications, income security programs assistance, job search techniques, employment counselling, labour market information, investigations to detect fraud, etc.  The manager told us that, while all of the services were previously provided by the Department, several of them are now provided by third parties.  The latter have an official languages clause in their contract with the Department and must provide services in both official languages.  There is a centre at this address that specifically targets clients who speak French, and where French-speaking clients who are looking for state-of-the-art or specialized services are referred.  

Existence of bilingual capacity required to provide continuous service in both official languages

This office has approximately 85 positions that provide client service, 18 of which are designated bilingual.  Most of the employees who work in these positions have at least level CBC, and their test results are still valid.  Management told us that it is always a challenge to recruit bilingual employees and even more so to keep them, since bilingual employees are very much in demand.

Availability of work tools required for provision of service in both official languages

According to the manager with whom we met, the office has the work tools to provide service in both official languages.  The office has bilingual keyboards and all of the material required to conduct and report on calls in French.  The business cards are bilingual, but the letterhead and fax cover sheets used are not always bilingual.

Comparability of the service to the public in both official languages, and availability of administrative arrangements as necessary

The services provided are comparable and of equal quality, because there are enough bilingual employees on duty to provide the service in both official languages at all times.  

C)	Managers’ Responsibilities

Knowledge of requirements regarding service to the public in both official languages

The manager with whom we met was well aware of the office’s official language obligations.  

Existence of controls to ensure service is always provided in both official languages

There are no specific controls at this office to ensure that the service is always provided in both official languages.  We were told there is always a supervisor in attendance in the public area whose responsibility is to ensure that clients' official language preferences are respected.

Existence of mechanisms to assess client satisfaction

While many businesses are polled, the manager did not know whether the official languages aspect was covered in these surveys.

Meetings with the representatives of the official language minority community

There are no formal meetings with the official language minority community.  However, the HRCC maintains contacts with Centre Francophone du Toronto Métropolitain and with Collège des Grand Lacs to help people of all ages, regardless of whether they are EI claimants, to re-enter the labour force as employees or self-employed workers.  

Use of the media

Media advertising is more a public affairs responsibility, and communications are handled by the regional office. 

Complaints related to official languages

There were no complaints related to official languages in the past year. 

Changes since the last audit

The last audit was conducted in 1996.  At that time there were fewer than ten positions designated as bilingual, and the quality of services in French depended a great deal on the sections where they were required.  Services in French were not at all comparable and could not be provided on an ongoing basis. There has been significant improvement in this respect.  

Recommendations

Following the audit, it is recommended:

•	that the employees be reminded of the importance of making an active offer of services in both official languages.

6.2.4	Telefilm Canada

2 Bloor Street West, Toronto
Burolis #: 15786
November 30, 2000

Audit results

A)	Active Offer

Active offer on the telephone outside business hours

The telephone number for Telefilm Canada is listed in both official languages in the Toronto telephone directory as 973-6436 (416).  When we called the number outside business hours, we noted that the telephone message was fully bilingual.  

Active offer on the telephone during business hours

When we called the above number, there was an active offer and service in French.  

Active offer in person

We did not receive an active offer when we went to the reception counter, but the employee was bilingual and could answer our questions in French.  The director with whom we met told us that the receptionist is told to make an active offer in person, but that she rarely does so unless she recognizes clients who speak French.  We were told that there is not much demand for services in French at this office.

Visibility of the official languages symbol at all times

The official languages symbol is prominently displayed at the reception counter. 

Postings in both official languages at all times

The postings and signage are bilingual.  

Availability of publications in both official languages

There are practically no in-house publications other than the new regional newsletter Expresso, which was first published in October 2000 and is available in both official languages.  Most of the publications used come from headquarters and are available in both official languages.  They include annual reports, business plans, news releases, forms, pamphlets on the various programs, etc.  Most of the documents at the reception counter were primarily in English.

Use of both official languages on the Internet site

The Telefilm Canada Internet site (http://www.telefilm.gc.ca/en/intro.htm) is fully bilingual.  It describes the full range of services provided by this government Corporation.  It is very easy to move from one language to the other on this site.  While there is no separate Internet site for the Toronto office, there are references to it on the Corporation’s website.

B)	Service

Nature of the services provided by the office visited

Telefilm Canada is a federal cultural agency devoted primarily to the development and promotion of the Canadian television and film industry.  The  Corporation funds a wide range of programs: feature films, new media productions, dramatic television productions,  children’s programming, variety and performing arts programs and documentaries.  The Corporation administers several funds, including the Canadian Television Fund – Equity Investment Program (CTF-EIP), the Feature Film Fund, the Multimedia Fund, and the Canadian Film and Video Festivals Grants Fund.

Existence of bilingual capacity required to provide continuous service in both official languages

There are no positions that are designated bilingual at the Toronto office of Telefilm Canada.  The only specific position that is recruited with full bilingual capacity is that of the receptionist.   When the latter is on holiday, the replacement worker is not bilingual.  The director said that although no other specific positions are designated bilingual, hiring practices are such that the office will always have a sufficient number of bilingual staff to be able to offer service in French.   We were told that there were seven persons who were bilingual.  The management recognizes that it has some difficulty with content analysis, and that it is forced to use outside readers or colleagues from the Montreal office to go over scripts.  We should point out that a few employees have taken part-time French training over the past year.

Availability of work tools required for provision of service in both official languages

According to the director we met, the office has the work tools to provide service in both official languages.  However, clients are not always answered in the language of their choice; replies to letters received in French are generally written in English.  The director informed us that the provision of written correspondence in French was a priority for the next fiscal year.  The business cards are bilingual, while the letterhead and fax cover sheets are available in either French or English.

Comparability of the service to the public in both official languages, and availability of administrative arrangements as necessary 

The services provided are not entirely comparable or equal in quality, because there are not enough bilingual employees on duty to provide service in both official languages at all times.  Clients are not always served in the language of their choice, and there is not always a bilingual person at the reception counter.

C)	Managers’ Responsibilities

Knowledge of requirements regarding service to the public in both official languages

The manager we met was well aware of the official language obligations of the office.  
Existence of controls to ensure service is always provided in both official languages

There are no specific controls in this office to ensure service is always provided in both official languages.  Head office is ensuring on a regular basis that clients are provided with an active offer of service in both official languages through spot checks.  

Existence of mechanisms to assess client satisfaction

There are no mechanisms to assess client satisfaction.

Meetings with the representatives of the official language minority community

There are no formal meetings with the official language minority community. However, it should be mentioned that the Corporation promotes its action plan during consultation sessions and meetings held during the year with representatives of official language minority communities from all regions of the country.

Use of the media

Media advertising is more a public affairs responsibility, and communications are handled by the head office. 

Complaints related to official languages

There have been no complaints related to official languages in recent years. 

Changes since the last inspection 

The last inspection dates back to 1998.  The situation is essentially the same as it was at that time.  In 1998, there were four positions filled with bilingual staff, and the quality of services in French depended a great deal on the sections where they were required.  Services in French were not at all comparable and could not be provided on an ongoing basis.  There has been significant improvement in this respect.  

Recommendations

Following the audit, it is recommended:

•	that the office ensure that employees providing front-line services are bilingual and that they make an active offer at all times;

•	that a monitoring mechanism be established to ensure that correspondence is responded to in the language chosen by the client.

6.2.5	Industry Canada

55 St. Clair Avenue East, Toronto
Burolis #: 1007
November 30, 2000

Audit results

A)	Active Offer

Active offer on the telephone outside business hours

The telephone number for Industry Canada is listed in both official languages in the Toronto telephone directory as 973-8215 (416).  When we called the number outside business hours, we noted that there was no Call Answer system.

Active offer on the telephone during business hours

When we called the above number, we received an active offer and service in French.  

Active offer in person

There was no one at the reception counter at the time of our visit.  This is not really the type of office where the reception is always staffed, since most of the services are provided on the telephone or via email.

Visibility of the official languages symbol at all times

The official languages symbol is prominently displayed near the reception counter. 

Postings in both official languages at all times

The postings and signage are bilingual.  

Availability of publications in both official languages

There are no in-house publications.  Most of the publications used come from headquarters and are available in both official languages.  They include pamphlets on radio spectrum management and telecommunications, technical newsletters on converters, interference, static, etc.

Use of both official languages on the Internet site

The Industry Canada Internet site (http://www.ic.gc.ca/) is fully bilingual.  It describes the full range of services provided by the Department.  There is no separate Internet site for this Toronto office.

B)	Service

Nature of the services provided by the office visited

This office provides services related to the functions of spectrum management, such as the application for and issuing of licences, frequency searches, procedures for radio-frequency certification, emergency broadcasting systems, etc.  Clients are the primary communications systems users; they include police officers, fire fighters, ambulance attendants, taxi drivers, etc.

Existence of bilingual capacity required to provide continuous service in both official languages

This organization has 34 positions, four of which are designated bilingual.  The language standard for these positions is CCC and all of the inspectors occupying these bilingual positions have attained this standard.  Their results are still valid and several have a language exemption.  Since these inspectors can work in several areas of expertise and staff rotation is frequent, the language capacity remains constant due to the ability of the bilingual employees to cover all of the areas of service provided by this office.  We were told that few clients came directly to the office; most clients make an appointment or do their business over the telephone or by email.  The office therefore knows which language to use in dealing with a given client, and this facilitates work planning.  We were told that there was limited demand for services in French.

Availability of work tools required for provision of service in both official languages

According to the manager, the office has the work tools to provide the service in both official languages.  The business cards, letterhead and fax cover sheets are bilingual. 

Comparability of the service to the public in both official languages, and availability of administrative arrangements as necessary

The services provided are comparable and equal in quality, because there are enough bilingual employees on duty to provide service in both official languages at all times.  Furthermore, due to the bilingualism level of the inspectors and their versatility with respect to the various functions of the organization, clients who speak French can receive service of comparable quality.  The management considers that it has enough resources to provide the service and that the demand for service in French represents approximately 2% of overall demand.  Slightly more than 10% of its resources are bilingual, which makes it possible to adequately meet this demand.

C)	Managers’ Responsibilities

Knowledge of requirements regarding service to the public in both official languages 

The manager with whom we met was well aware of the official language obligations of the office.  

Existence of controls to ensure service is always provided in both official languages

There are no specific controls at this office to ensure that service is always provided in both official languages.  

Existence of mechanisms to assess client satisfaction

There are a few mechanisms to assess client satisfaction.  Management told us that headquarters had hired a private firm to conduct a survey.  On examining the comment card used by this company, we noted that there were no questions related to official languages.

Meetings with the representatives of the official language minority community

There are no formal meetings with the official language minority community.  However, it bears mentioning that the office has established contacts with the school boards and has provided information on Internet accessibility to both the French and English schools.

Use of the media

Media advertising is more a public affairs responsibility and is handled by the regional office or headquarters.

Complaints related to official languages

There have been no complaints related to official languages in recent years. 

Changes since the last inspection 

The last inspection dates back to 1998.  The situation is essentially the same as it was at that time.

Recommendations

No recommendations are necessary.

6.2.6	Canada Industrial Relations Board

1 Front Street West, Toronto
Burolis #: 15742
November 30, 2000

Audit results 

A)	Active Offer

Active offer on the telephone outside business hours

The toll-free telephone number for the Canada Industrial Relations Board is listed in both official languages in the Toronto telephone directory as 1-800-575-9696.  When we called the number outside business hours, we noted that there was a fully bilingual Call Answer system.

Active offer on the telephone during business hours

When we called the above number, we received an active offer and service in French.    

Active offer in person

There was no active offer at the reception counter of the office visited at the time of our audit, but the employee was bilingual and could answer our questions in French.  However, the commissionaire in the building lobby did not make an active offer and was not bilingual.

Visibility of the official languages symbol at all times

There was a symbol at the commissionaire’s reception desk, but not at the reception counter of the Canada Industrial Relations Board.  The manager thought that the symbol must have been moved, since he remembered having seen it recently.

Postings in both official languages at all times

The postings and signage are bilingual.  

Availability of publications in both official languages

There are no in-house publications.  Most of the publications used come from headquarters and are available in both official languages.  They include summaries of the Board’s decisions, as well as information circulars on a variety of topics such as the role of labour relations officers, unlawful strikes and lockouts, applications for certification, etc.

Use of both official languages on the Internet site

The Canada Industrial Relations Board Internet site (http://www.cirb-ccri.gc.ca/) is fully bilingual.  It describes the full range of services provided by the organization.  There is no separate Internet site for the Toronto office.

B)	Service

Nature of the services provided by the office visited

The Toronto office performs the regular duties of the Canada Industrial Relations Board.  It is an independent, representational, quasi-judicial tribunal responsible for the interpretation and administration of Part I (Industrial Relations), and certain provisions of Part II (Occupational Safety and Health), of the Canada Labour Code. The Board interprets and applies the Code in a manner that supports and promotes free collective bargaining and the constructive settlement of disputes.  It provides a wide range of services, including certifying trade unions, investigating complaints of unfair labour practices, issuing cease-and-desist orders in cases of unlawful strikes and lockouts, etc.

Existence of bilingual capacity required to provide continuous service in both official languages

This organization has ten positions, five of which are in contact with the public.  Two positions are designated bilingual.  The language standard for these positions is CCC, and the two persons occupying these bilingual positions have at least the standard requirements.  The management considers this to be sufficient to meet the demand, as there are only one or two cases a year.

Availability of work tools required for provision of service in both official languages

According to the manager, the office has the work tools to provide service in both official languages.  The office has keyboards that are able to display accents.  The business cards, letterhead and fax cover sheets are bilingual.

Comparability of the service to the public in both official languages, and availability of administrative arrangements as necessary

The services provided are not entirely comparable or equal in quality, because bilingual employees are not always on duty to provide the service in both official languages.  When the receptionist and the director (the two positions designated bilingual) are not in the office, bilingual services cannot be provided immediately.  The office has made administrative arrangements with the Ottawa and Quebec offices in the event there is a demand for service in French that cannot be met. 

C)	Managers’ Responsibilities

Knowledge of requirements regarding service to the public in both official languages 

The manager we met was well aware of the official language obligations of the office.  

Existence of controls to ensure service is always provided in both official languages

There are no specific controls at this office to ensure that service is always provided in both official languages.  

Existence of mechanisms to assess client satisfaction

There are no mechanisms to assess client satisfaction.  The manager told us that the Board is looking into this matter and has noted that it would be interesting for the language aspect to be covered in such an assessment.

Meetings with the representatives of the official language minority community

There are no formal meetings with the official language minority community.

Use of the media

Media advertising is taken on by headquarters.

Complaints related to official languages

There have been no complaints related to official languages in recent years. 

Changes since the last inspection 

The last inspection dates back to 1998.  The situation is essentially the same as it was at that time.  
Recommendations

Following the audit, it is recommended:

•	that the employees be reminded of the importance of making an active offer of services in both official languages;

•	that the measures necessary be taken to make service in both official languages available at all times.

Appendix 

Association consulted in the audit

•	Association canadienne-française de l'Ontario
2 Carlton St., Suite 1711, Toronto, Ontario