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Active
Offer: http://www.tbs-sct.gc.ca/archives/hrpubs/ol-lo/chap1_2_e.asp.
Actively Offer: Clearly indicate visually and
verbally that the public can communicate with and obtain services from an office
or facility designated bilingual in either English or French. Appropriate
measures to offer the use of either official language include but are not
limited to:
- Prominently displaying the official languages symbol
in Quebec and
elsewhere in Canada.
Institutions for which Treasury Board is not the employer may use this
symbol or a comparable symbol.
- Greeting the public in both official languages, beginning with the
official language of the majority of the population of the province or
territory where the office or facility is located. Provide service in the
language chosen by the member of the public.
- Ensuring that the office's recorded messages are entirely in both official
languages.
- Displaying forms and brochures of institutions subject to the Official
Languages Act in a manner that respects the equal status of
English and French.
- Using permanent or temporary signs in both official languages to direct
the public within an office.
Capacity: Through an appropriate mix of
financial, material and human resources, including bilingual and unilingual
positions and/or functions, the office is able to provide communications and
services in both official languages. These are of equal quality and
simultaneously available.
Communications
with the Public: http://www.tbs-sct.gc.ca/archives/hrpubs/ol-lo/chap1_1_e.asp.
Contract or agreement:When an office or
facility of an institution subject to Part IV of the Official
Languages Act entrusts a third party with delivery of its services to or
communications with the public, it ensures that the third party complies with
the linguistic obligations of the office or facility through a contract or other
legal instrument. Contracts or agreements with third parties should not be
confused with transfer payments (grants and contributions). For information
related to transfer payments, please see
http://www.tbs-sct.gc.ca/pubs_pol/dcgpubs/TBM_133/ggcotp-gscapt_e.asp.
Deputy heads: This term is equivalent to
"deputy minister", "chief executive officer" or some other
title denoting this level of responsibility.
Directive
on the Use of Official Languages in Electronic Communications: Directive
on the Use of Official Languages in Electronic Communications.
Directive
on the Use of Official Languages on Web Sites: Directive on the Use
of Official Languages on Web Sites.
Distributes lengthy documents: The
institution distributes lengthy documents in the official language chosen by the
member of the public. When the language is unknown, a distribution in both
languages is the most effective way to reach the public in the official language
of its choice. The institution can, if it is certain that it meets its
obligations under the Act and pursuant to regulations, send the document in the
official language that predominates in the province or territory. The
institution develops a distribution strategy taking into account, for example:
- the nature of the document;
- its ability to provide the document in the other official language free of
charge and within a reasonable timeframe;
- the costs of distributing voluminous material in both official languages;
- the environmental impact of producing voluminous material in both official
languages.
Event of National or International Scope:
Such as an exposition, a fair, an exhibition, a competition, a game or sporting
event in Canada or abroad.
1. When the institution organizes or hosts an
event of national or international scope it takes appropriate measures to make
it known to the public that its communications and services are available
simultaneously in both official languages. The equal status of English and
French is respected when both official languages are used. Appropriate measures
to offer the use of either official language include but are not limited to:
- Communications and services provided at wickets, information booths
(ticket offices, lost and found) or by on-site guides and ushers (by paid
staff or volunteers). When unilingual personnel cannot serve visitors and
participants in the official language of their choice, they refer them to a
colleague who can do so.
- Displaying the official languages symbol
in Quebec and
elsewhere in Canada.
Institutions for which Treasury Board is not the employer may use this
symbol or a comparable symbol.
- Signage, such as signs and notices, regarding namely:
- health, safety and security;
- location of pavilions, buildings, booths, restaurants, parking,
washrooms, etc.;
- information related to programs, schedules, nature of activities and
competition results.
- Public announcements, whether live or pre-recorded, opening or closing
ceremonies, official speeches and announcements about the program and
activities.
- All material produced by the institution or on its behalf.
- Media activities such as advertisements, notices or press releases and
newspaper advertisements (see the note to the reader Information
regarding Section 30 of the OLA).
- Health, safety and security services for which the institution is
responsible.
- The use of simultaneous interpretation services.
2. When an institution participates in an event of national or
international scope it takes appropriate measures to make it known to the public
that its communications and services are available simultaneously in both
official languages. The equal status of English and French is respected when
both official languages are used. Appropriate measures to offer the use of
either official language include but are not limited to:
- signage identifying the institutions.
- displaying the official languages symbol
in Quebec and
elsewhere in Canada.
Institutions for which Treasury Board is not the employer may use this
symbol or a comparable symbol.
- visitors are welcomed in both official languages and services are provided
in the official language chosen by the visitor.
- publication or distribution of documents.
- public announcements and press releases dealing with the institution's
participation in the event.
- communications with the media in the official language chosen by the media
representatives.
Events
of National or International Scope for the General Public: http://www.tbs-sct.gc.ca/archives/hrpubs/ol-lo/CHAP1_3_e.asp
Health, safety or security of members of the public:
The circumstances and types of services covered are found in section 8 of Official
Languages (Communications with and Services to the Public) Regulations
http://www.tbs-sct.gc.ca/pubs_pol/hrpubs/OffLang/CHAP5_2_e.asp which can be accessed at the
following address: http://laws.justice.gc.ca/en/O-3.01/SOR-92-48/index.html.
Information regarding Section 30 of the OLA:
This section provides for the use of both official languages when communicating
with the public under the circumstances set out in Part IV of the Official
Languages Act (OLA). It covers several types of communications between
institutions and the public, including commercial advertisements. The following
points will assist institutions in clarifying their obligations under Section
30:
1. First, it is important to clearly identify the public to be reached. This
will permit an institution to determine whether this public has to be served in
both official languages in accordance with the circumstances set out in Part IV
of the OLA. For example, if in a given area, the offices and facilities of an
institution must provide their services to the public in both official
languages, the institution will have to communicate in a way that reaches the
public in the official language of the public's choice.
2. It is up to each institution to choose the means of communicating
effectively and efficiently with its public in the official language of the
public's choice. The institution's personnel, who know the target public and the
type of information to be conveyed, as well as the different media coverage in
each official language, determine (in the context of a marketing strategy, for
example) which is the most appropriate medium (press, television, radio, etc.)
for effectively and efficiently communicating a message to a given public in the
official language of its choice. The type of information to be conveyed also
affects the choice of medium. For instance, for a short advertisement or an
urgent or time-limited message, a medium such as radio or television could be
more effective in reaching the two linguistic groups. In a different context, an
institution may decide that the press is the most effective medium for informing
the public in the official language of its choice, for example, an announcement
of rates or a commercial advertisement that people may want to keep on hand for
reference. (http://www.hrma-agrh.gc.ca/ollo/links-liens/comm_e.asp)
3. In general, it is assumed that the same medium will be used to communicate
with both linguistic groups. Section 30, however, does not exclude the
possibility of using a different medium for each linguistic group (newspaper in
one language and radio in the other), provided the effectiveness and efficiency
of communications with the public in the language of their choice is assured.
Frequency of distribution may also necessitate the use of different media for
each language.
4. When an institution uses the official language majority press to convey a
message to the official language majority, it should not be automatically
assumed that the official language minority also reads the majority press. It is
expected that the institution would use the official language minority press to
convey the message to the official language minority. If the target public
includes those served by the minority press, it is very likely that this would
be the most effective and efficient medium for contacting them. However,
circumstances where the necessity to communicate information quickly or with a
specific frequency can lead to the use of a different media to reach the
official language minority public. It should also be noted that, in certain
cases, an institution might have to choose between newspapers published in the
same language. In short, institutions will have to make their decisions by
taking into account the specific circumstances.
Whatever the case, the institution must be able to justify its decision in
terms of effective and efficient communications with the public in the official
language of the public's choice. The institution should be certain that its
control mechanisms ensure proper implementation of its linguistic obligations.
Informs the public: To provide contact
information for offices and facilities designated bilingual. This requirement
may be met through the use of Burolis, as well as periodically publishing its
contact information in telephone directories, blue pages, Web sites and
newspapers, etc.
Intended exclusively:
For communications with and services to the public: the
information is intended exclusively for the public served by the unilingual
office or facility. If such is not the case, please note that:
- for communications with and services to the public:
- the office or facility identifies the target public in order to
determine whether there is an obligation to provide the information in
both official languages. If so, the institution ensures that the
information is in both official languages;
- for its Web site, the office or facility chooses one of the following
options:
- post the information on its unilingual site in only one official
language and provide a bilingual message with a hyperlink indicating that
the information is also available in both official languages on a
bilingual Web site; or
- identify the target public in order to determine whether there is an
obligation to provide the information in both official languages. If so,
the institution posts that information in both official languages on the
unilingual site. This does not mean that the entire Web site must be
bilingual.
For language of work: the information is intended exclusively
for employees in one or more unilingual regions for language-of-work purposes
where the language of work is the same. If such is not the case, please note
that:
- for a Web site, the institution chooses one of the following options:
- post the information on a unilingual site in only one official language
and provide a bilingual message with a hyperlink indicating that the
information is also available in both official languages on a bilingual
Web site; or
- identify the targeted employees in order to determine whether there is
an obligation to provide the information in both official languages. If
so, the institution posts that information in both official languages on
the unilingual site. This does not mean that the entire Web site must be
bilingual.
- for electronic communications:
- identify the targeted employees in order to determine whether there is
an obligation to provide the information in both official languages. If
so, the institution ensures that the information is in both official
languages.
List of related policy
instruments:
Material: Any information or administrative
material of the institution, whether written or oral, is in both official
languages regardless of the method of dissemination or office disseminating. For
example:
- forms;
- brochures;
- booklets;
- reports;
- tapes or videos;
- recorded messages.
This material may be produced with complete English and French versions
together or equivalent separate versions in each official language. When two
separate versions are produced, the institution clearly indicates on the
unilingual material that it is available in the other official language. The
unilingual version can include a summary in the other official language.
National Dissemination: Material intended for
use or distribution anywhere in Canada.
Office or facility designated bilingual: An
office or facility is designated bilingual if it meets criteria:
- set out in the Official Languages Act (OLA) such as:
- an institution's head or central office,
- an office or facility within the National Capital Region,
- an office or facility of an institution that reports directly to
Parliament,
OR
- set out in the Official Languages (Communications with and Services to
the Public) Regulations (the Regulations)
An office or facility may take various forms, such as:
- a post office;
- a Canadian border port of entry;
- an information desk;
- a toll-free long-distance telephone service; or
- a train, ferry or aircraft that offers services on a route, as set out in
the Regulations.
A list of offices and facilities designated bilingual is available in Burolis
at the following address: http://www.hrma-agrh.gc.ca/burolis/burolisdefault.asp. In addition to providing
contact information for each office or facility of institutions subject to the
OLA, Burolis provides the rationale for the obligation to provide services in
both official languages (see "Provision" in the "More Info"
section). The codes refer to the sections of the OLA or the Regulations.
Office
of the Commissioner of Official Languages : http://www.ocol-clo.gc.ca/home_accueil.asp?Lang=English
Official
Languages Act: http://laws.justice.gc.ca/en/O-3.01/index.html
Official
Languages (Communications with and Services to the Public)
Regulations: http://www.tbs-sct.gc.ca/pubs_pol/hrpubs/OffLang/CHAP5_2_e.asp
Person
responsible: http://www.hrma-agrh.gc.ca/ollo/common/Listinstitution_e.asp
Prescribed order: The order of official
languages conforms with the principles in Appendix A of the Federal
Identity Program Policy (FIP) http://www.tbs-sct.gc.ca/pubs_pol/sipubs/tb_fip/fip-pcim2_e.asp#Appendice%20A.
For example, these principles apply to the order of the official languages
for the institutional signature, domain name, signature block and any written or
verbal message:
Institutional signature: The two official languages are used
side by side and appear in the following sequence: French on the left for an
office or facility located in Quebec, and English on the left for an office or
facility located elsewhere in Canada.
For example:
English - French:
Display full size graphic
French - English:
Display full size graphic
Note: On a Web site, the English-French signature appears on a page
in English, and the French-English signature appears on a page in French.
Domain name: When the two official languages must be used
together, they appear in the following sequence: French first for an office or
facility located in Quebec, and English first for an office or facility
located elsewhere in Canada.
For example:
English - French: http://www.hrma-agrh.gc.ca
French - English: http://www.ainc-inac.gc.ca/
Signature block: When the two official languages must be used
together, they appear in the following sequence: French first for an employee
of an office or facility located in Quebec, and English first for an employee
of an office or facility located elsewhere in Canada.
For example:
Jean Tremblay
Advisor, Strategic Planning / Conseiller, Planification stratégique
Treasury Board Secretariat / Secrétariat du Conseil du Trésor
Ottawa, Canada
John Smith
Conseiller, Planification stratégique / Advisor, Strategic Planning
Patrimoine canadien / Canadian Heritage
Gatineau, Canada
Written or verbal message: When a bilingual message is sent
to several recipients, the message appears in French first for a communication
originating from an office or facility located in Quebec, and in English first
for a communication originating from an office or facility located elsewhere
in Canada. Written messages appearing side by side are to be avoided as they
cause accessibility problems, for example, when using screen-to-speech
software (a software commonly used by people who are visually impaired).
Public: Any person, group of persons
(professional associations or others) or organization or company (other than a
Crown corporation) in Canada or abroad, any representative of another level of
government communicating with or receiving a service from an institution,
excluding officers and employees of institutions subject to the Official
Languages Act when carrying out their duties.
Section 11: Notices, advertisements or other
texts that the institution is required or authorized to publish pursuant to an
Act of Parliament must comply with the publishing requirements set out in
Section 11 of the Official Languages Act.
Once it is determined that an Act or regulation to which an institution is
subject requires the publication of a notice or advertisement, Section 11
applies, regardless of whether there is significant demand.
Third party: Under section 25 of the Official
Languages Act, "Every federal institution has the duty to ensure that,
where services are provided or made available by another person or organization
on its behalf, any member of the public in Canada or elsewhere can communicate
with and obtain those services from that person or organization in either
official language in any case where those services, if provided by the
institution, would be required [...] to be provided in either official
language." Contracts or agreements with third parties should not be
confused with transfer payments (grants and contributions). For information
related to transfer payments, please see http://www.tbs-sct.gc.ca/pubs_pol/dcgpubs/TBM_133/ggcotp-gscapt_e.asp.
Unilingual office or facility: An
office or facility that is not required to communicate with or provide all of
its services to the public in both official languages under the Official
Languages Act or the Official Languages (Communications with and Services to the
Public) Regulations. However, the unilingual office or facility has linguistic
obligations it must respect, as set out in the section "Obligations of an
institution and its offices or facilities" of the Policy on the Use of
Official Languages for Communications with and Services to the Public.
Use
of Media: http://www.tbs-sct.gc.ca/archives/hrpubs/ol-lo/CHAP1_5_e.asp
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