Follow up to Audit
Greater Moncton International Airport
February, 2005
1. Introduction
This audit is part of the audit activities conducted by the Official
Languages Branch (OLB) of the Public Service Human Resources
Management Agency of Canada (PSHRMAC) 1
to
ensure that the Official Languages Act (OLA), the Official
Languages (Communications with and Services to the Public) Regulations
(Regulations) and Treasury Board (TB) official languages
policies are being enforced. The same seven airports previously audited in
the year 2000 will be subject of this new audit, as Follows:
- Vancouver International Airport
- Calgary International Airport
- Winnipeg International Airport
- Toronto Pearson International Airport
- Montreal-Dorval International Airport (Montreal)
- Greater Moncton International Airport
- Halifax International Airport
The goal of this new audit is to determine whether the airport authorities
responsible for the administration of the above-mentioned airports and the
federal institutions providing services to the public there-in can communicate
with and provide services to the public in the official language of its choice,
in accordance with the OLA and the Regulations.
2. Background
Since 1992, Transport Canada has been leasing to local airport authorities
the international airports it owned and operated in locations such as those
identified in the Introduction. Local airport authorities (non-profit
corporations) are responsible for the management, operation and maintenance of
the airports they lease, and for capital projects relating to such components as
the runways, air terminal buildings, industrial areas, parking lots, ground
transportation, emergency response services, personnel management and the
financial and administrative functions.
The federal Airport Transfer (Miscellaneous Matters) Act (ATA)
states that “Where the Minister has leased an airport to a designated airport
authority, on and after the transfer date Parts IV, V, VI, VIII, IX and X of the
Official Languages Act apply, with such modifications as the
circumstances require, to the authority in relation to the airport as if (a) the
authority were a federal institution; and (b) the airport were an office or
facility of that institution, other than its head or central office.”
In the year 2000, the OLB conducted an audit to ensure
that the OLA and TB official languages
policies are being enforced for the airports of Vancouver, Calgary, Winnipeg,
Toronto, Montreal (Dorval), Moncton and Halifax (here-after referred to as the
“prior audit”).
3. Audit objectives
The objectives of the present audit were established under Part IV of the OLA
which deals with the obligations of federal institutions, and third parties
acting on their behalf, concerning service to the public. The audit
objective is to determine the extent to which the airports in question (services
provided in the airports by airlines, concessionaires, and health and safety
services under the administration of the airport authorities), federal
institutions2 subject
to the OLA and located at the airports audited (Canada
Customs and Revenue Agency (CCRA), Citizenship and
Immigration Canada (CIC) and Canadian Food Inspection Agency
(CFIA)) and Air Canada are fulfilling their service to the
public obligations under the OLA, the Regulations and other
federal government policy.
4. Scope
The audit was conducted on the airport authorities (and services under their
administration), federal institutions and Air Canada operating in the Vancouver,
Calgary, Winnipeg, Toronto, Montreal, Moncton and Halifax airports. Audits
were made up of the Following four main components:
- telephone number testing during and outside business hours to determine if
active offer and delivery of services were in both official languages,
- Internet Web site testing to assess the availability and linguistic
quality of these sites,
- in-person interviews and
- tours of airport terminals and airport lands.
A separate report was prepared for each airport, as was done in the prior
audit.
It should be noted that the audit did not cover the verbal announcements
directly related to flights (for example, boarding announcements at departure
gates) since they are related to the obligations of the route and, therefore,
not directly related to operations of the airport.
5. Approach
The Following steps were completed during the audit:
-
Establish the audit parameters (such as audit objectives, scope and
approach).
-
Discuss the objectives and scope of the audit with the representative of
the Commissioner of Official Languages in Montreal (for example, identify
complaints received from the public during the past two years) prior to
performing the audit.
-
Conduct verifications of the public telephone numbers for the entities
audited (ie. airport authorities, airport hotels, Air Canada, CCRA,
CIC, CFIA) during and outside of
regular business hours. Determine the extent to which the public can
communicate with service providers in these airports in both official
languages.
-
Conduct verifications of the Internet Web sites for the entities
audited. Determine to what extent these Internet Web sites provide the
same information in both official languages.
-
Develop audit questionnaires and audit check-lists for the on-site visits
for each of the entities audited within each airport. Ensure that all
deficiencies identified in the prior audits are denoted in the
questionnaires and check-lists for Follow-up.
-
Conduct on-site interviews of representatives of each of the entities
being audited using the audit questionnaires. Verify the
representatives knowledge of the requirements regarding services to the
public in both official languages as part of these interviews.
-
Conduct extensive tours of all areas of the airports to which the
travelling public has access using the audit check-lists. Areas toured
include all pre- and post-secure areas of the terminals buildings,
structures connected to airport terminals such as hotels, and the
surrounding properties within airport boundaries.
-
Determine the existence and adequacy of bilingual capacity to provide
continuous service in both official languages. For example, speak with
a random selection of airport employees (covering each of the entities
audited) to determine the availability of services and active offer in both
official languages. Ensure that bilingual services are comparable.
-
Review all signage posted within airport land boundaries interior to and
exterior to the air terminal(s). Assess the existence and/or adequacy
of symbols or signs announcing that services can be obtained in both
official languages as part of this review of signage.
-
Take photos of selected services and signage interior and exterior to
airport terminals in order to better assist the entities audited.
Prepare numbered schedules containing the details of each photo with
suggested improvements, as applicable. Some photos were taken of things that
were perfect examples of improvements since the last audit.
-
Review all documentation made available to the public by the entities
being audited.
-
Review a sample of contracts between airport authorities audited and
third parties, as applicable, to ensure that adequate language clauses are
contained within these contracts.
-
Determine the existence and adequacy of controls mechanisms to ensure
that services are always provided in both official languages, as well as
mechanisms to assess client satisfaction.
-
Review the services related to public security, health and safety for
each of the airports audited, such as public address announcements.
-
Determine the extent to which the recommendations made in the prior
reports have been addressed by the entities audited, and make new
recommendations as necessary.
-
Analyze all of the data collected, and prepare reports for each of the
airports audited.
-
Discuss draft findings with each entity interviewed.
6. Findings
6.1 Airport Authority
6.1.1. Profile of organization
Since October 2002, the Moncton Airport is designated as the Greater Moncton
International Airport (GMIA). A new Air Terminal Building Complex was
inaugurated October 12, 2002 by Her Majesty Queen Elizabeth II.
The Greater Moncton International Airport is managed by Vancouver Airport
Services (YVRAS), a subsidiary of the Vancouver International Airport Authority.
YVRAS was awarded a long-term contract by the Greater Moncton Airport Authority
(GMAA) to manage, operate and develop the GMIA.
There are about 35 employees including seasonal staff. Only ten of them
have direct contact with the public. Five of the incumbents of those positions
are bilingual (50%), one of them being the receptionist. It was noted in the
prior audit that the Airport Authority was studying the possibility of providing
language training through the services of a community college but the auditors
were told it did not happen as a result of the economic impact of September 11
on the Airport's bottom line.
Many services to the public are provided by third parties namely Aramark
Canada Ltd who operates the only restaurant and the lounge, four vehicle rental
companies, the Canadian Corps of Commissionaires (CCC), Airlines, courtesy
vehicle service between the Airport and the Ramada Crystal Palace Hotel and the
Welcome Crew Volunteer Program who is responsible for the Information Booth.
Passenger traffic for the GMIA in 2001 was 400,000 passengers.
6.1.2. Language obligations
The Airport Authority is aware of the question of official languages and of
its responsibilities for bilingual notices both inside and outside the air
terminal.
The airport is listed in the telephone directory under both Greater Moncton
Airport and Aéroport du Grand Moncton; by calling (506) 856-5444 the public has
access to a fully bilingual automated system and an active offer of services in
French and English.
The information booth is operated by a group of volunteers called Welcome
Crew. Presently, ten volunteers are providing the service and four (40%) of them
are bilingual. When a request for service in French is made while an
English-speaking only volunteer is on duty, arrangements are made with the CCC
to provide the service. At the time of the auditors' visit, the person in the
information booth could not provide the service in French and was unaware of the
arrangement with the CCC. The GMAA representative informed the auditors that the
volunteers will once again be reminded of their linguistic obligations and the
arrangements that have been set up with the CCC in cases where the volunteer is
unable to provide the service in French.
The Internet Website: The Internet Website of the Greater Moncton
International Airport (GMIA) (http://www.gma.ca/)
is completely bilingual, and it conveys the same information in English and in
French. However, the language option is offered only in the main menu.
6.1.3. Exterior notices and signage
The examination of the airport premises, including parking lots and the areas
reserved for vehicle rental agencies, lead the auditors to conclude that the
exterior signs and notices were bilingual and met the requirements of the
Official Languages Act. However, the auditors noted three parking related signs
with error, as detailed in Appendix A.
6.1.4. Interior notices and signage
Generally speaking, the signage in the new Terminal is of a very good
quality. The auditors found only a few exceptions and, in order to give
assistance to the Airport Authority in this matter, have provided, in Appendix
A, a list of signs that could be modified to better inform the public in both
official languages.
As noted in the prior audit, the caution messages on all automatic doors are
still in English only. It should also be noted that although the instructions on
evacuation plans posted in strategic areas are bilingual, the plan itself is in
English only. The auditors were informed that, for financial reasons, they will
be translated if and when they need to be changed.
6.1.5. Self-service machines
The auditors did not notice any serious problems in this area. However, there
is an automated parking machine located at the end of the tunnel leading to the
outdoor parking that could be examined. The linguistic quality of the scrolling
message in French needs to be improved.
6.1.6. Contract services
The auditors were provided with a copy of the contracts with the major
tenants. Without exception, they all include an Official Languages clause.
However, the Airport Authority used two different clauses in their contracts in
relation with the obligations imposed by the Official Languages Act. The first
one is a short general clause essentially stating that the Tenant has
obligations as established and governed by the Official Languages Act and
Regulations. However, this clause does not clearly explain the language
obligations for both postings and the delivery of bilingual services. The other
clause used in contracts contains five paragraphs and a complete description of
the Tenant's obligations and also a description of penalties when a breach of
any clause occurs, including the termination of the Licence.
The short clause was recently used (December 10, 2002) in a ten year contract
with Aramark Canada Ltd, responsible for restaurant and bar services at the
airport. This clause was also used with the airline companies, Air Canada
included.
The more explicit clause was used with the vehicle rental agencies and the
company responsible for the shuttle service between the airport and the Ramada
Crystal Palace Hotel.
As for the services provided by the Canadian Corps of Commissionaires (CCC),
there are no terms and conditions pertaining to official languages included in
their contract but rather in a letter of agreement. The last agreement between
the Greater Moncton Airport Authority (GMAA) and the CCC was signed May 22,
2002. There is no clause pertaining to the obligation of the CCC to provide the
service in both official languages. The auditors were informed that both parties
had agreed to sign an amendment to the actual letter of agreement that would
incorporate the five paragraph clause describing the obligations related to
providing services in both official languages.
Restaurant: The auditors experienced a similar situation as the one
noted in the prior audit, for the only existing restaurant in the airport. At
the time of their visit, the auditors were unable to be served in French by the
attendant on duty although the menu was bilingual. The cash register receipts
were not available in both official languages. Although they were eventually
informed on a subsequent visit to the restaurant that there was somebody in the
kitchen who spoke French, no offer was made to provide the service in French.
Car rental agencies: The vehicle rental agencies, with one exception,
were capable of providing the service in both official languages. At the
National counter, the attendant said she did not speak French and made no
attempt to help the auditors by either contacting a colleague, a commissionaire,
or someone from the information booth or the Airport Authority. It should be
noted that the Airport Authority has agreed to provide assistance to car rental
companies when needed.
Ground transportation: There is no regular shuttle service under
airport control. Also, the auditors were told that the contract with the two
taxi companies did not include any linguistic obligation. However, the auditors
were informed that the AA has a detailed linguistic clause with one of them.
Monitoring mechanism: There is still no documented monitoring
mechanism to ensure that third parties working under contract respect the
language clauses in their contracts. The representative monitors third
parties informally when walking around the airport.
Exchange office: There is no currency exchange office at GMIA.
6.1.7. Health and security
Security services at Greater Moncton International Airport are provided by
the Canadian Corps of Commissionaires (CCC). They are also responsible for
public announcements, collecting airport charges and parking fees and for
providing information to the public when requested. They play an important role
as the first line contact to intervene in case of health problems, and can call
the firefighters in case of a more serious problems.
All together, about 20 CCC officers are posted at the airport and more than
50% are capable of providing services in both official languages. They work as a
team of two officers in the airport, one of them always being bilingual.
6.1.8. Hotel
There is no hotel at the airport.
6.1.9. Conclusions
The Greater Moncton Airport Authority (GMAA) meets its language obligations
for postings in both the air terminal and the administrative office. The
exterior notices and signage also are bilingual and meet the OLA
requirements.
The GMAA Representative in charge of official languages was aware of the GMIA
language obligations.
The Canadian Corps of Commissionaires is acting as third party. With more
than 50% of it staff being bilingual, its services are all provided in both
official languages. Other third parties under service contracts are generally
able to provide the services in both official languages.
The linguistic aspects included in the contracts with most of the tenants are
often vague and only refers to the Official Languages Act and Regulations.
The precise nature of the language obligations is not well defined.
6.1.10 Responses to Prior Recommendations
Recommendations from the prior report are in bold face type and are Followed
by current findings related to each recommendation:
-
Once the present contracts expire, include specific language
clauses covering the obligations related to postings and service in person.
Response: Some contracts have since expired and have been renewed.
Specific languages clauses were not always used. The Airport Authority has
not adopted a standard clause but rather used two different ones. A review
of this situation should be made to ensure that official languages clauses
in contract are standardized.
-
Include, in the new service contract with the organization
providing safety and security at the airport, a language clause precisely
stating the service obligations.
Response: The letter of agreement between the Airport Authority and the
CCC was renewed last year and no measures were taken to include a language
clause.
6.1.11 New Recommendations
-
Both recommendations need to be repeated.
-
Adopt a unique linguistic clause to be used in all agreements
similar to the one presently used in car rental agencies contract which
includes a complete description of the tenant's obligations and a
description of penalties when a breach of any elements occurs.
-
Renegotiate, in the near future, an amendment to the existing
linguistic clause with Aramark Canada Ltd and the airline companies to
include a more comprehensive one.
-
Negotiate, in the near future, the inclusion of a comprehensive
linguistic clause with the Canadian Corps of Commissionaires.
-
Set up a monitoring mechanism to ensure that third parties under
contract respect the language clauses in their contracts, and establish
compliance measures as necessary.
-
The GMAA should prepare an action plan (including a time line) of
implementation of the above recommendations, and forward a copy to the
Official Languages Branch.
6.2 Air Canada
6.2.1 Active Offer
1. Active offer on
the telephone outside business hours
The auditors tried three toll free telephone numbers for Air Canada. When
they called the number for reservations, (888) 247-2262, they were connected
with a fully bilingual automated system, at the end of which they were able to
speak to an Air Canada agent who provided active offer and services in both
official languages. The toll free numbers (888) 422-7533 (Arrivals and
Departures) and (888) 689-2247 (Baggage) also had bilingual automated answering
systems. However, the auditors were put on hold for such a long time that they
finally hung up without speaking to an agent.
2. Active offer on
the telephone during business hours
The same results as described above apply during business hours.
3. Active offer in
person
During their visit, the Customer Service Agent did not greet the auditors in
both official languages although they were bilingual.
4. Visibility of a
symbol or sign announcing that services can be obtained in both official
languages
The auditors did not see pictograms on the counter to identify which counters
or employees can provide services in both official languages although they did
provide the service.
5. Postings in both
official languages at all times
All signs and postings are in both official languages and both French and
English are equally visible. The only exception being the luggage measuring rack
signs which are two-sided with English and French on opposite side. They are
sometimes positioned in such a way so that only one language is visible.
6. Availability of
publications in both official languages
Very little documentation was available to the travelling public but it was
provided in both official languages.
7. Use of both
official languages on the Internet site
The situation has remained the same since the prior audit report. Air
Canada's Internet Web site (http://www.aircanada.ca/)
is highly detailed and fully bilingual. However, it is somewhat difficult to
move from one language to another, because the generic headings given at the top
of the page do not include a "Français" option for moving from one
language to the other within the same heading without returning to the Home
page. There is no separate Internet Web site for the Air Canada offices at the
Greater Moncton International Airport (GMIA).
6.2.2 Service
1. Nature of the
services provided by Air Canada at the airport visited
Air Canada offers domestic flights to travellers and handles baggage and
passenger check-in. There is no Maple Leaf Lounge at the GMIA.
2. Existence of
bilingual capacity required to provide continuous service in both official
languages
In Moncton, Air Canada has 17 employees, 15 or 88% of them bilingual. This
ensures that services can be provided at all times in both official languages.
3. Presence of work
tools required for provision of service in both official languages
As noted in the prior audit, the boarding cards, flight schedules and
business cards are bilingual.
4. Comparability of
the service to the public in both official languages, and availability of
administrative arrangements as necessary
Given the number of bilingual employees, the service is comparable and of
equal quality in both official languages.
6.2.3 Managers' Responsibilities
1. Knowledge of
requirements regarding service to the public in both official languages
The manager is well aware of his official languages responsibilities.
2. Existence of
controls to ensure service is always provided in both official languages
There is still no specific internal control mechanism at Moncton Airport to
check whether the service to the public is provided in both official languages.
3. Existence of
mechanisms to assess client satisfaction
According to the manager, Air Canada still provides travellers with comment
cards. These cards are available in both official languages, but do not
include any questions related to official languages.
4. Meetings with
representatives of the official language minority community
This section is not applicable to Air Canada.
5. Use of the media
Contact with the media is primarily conducted and coordinated by Air Canada's
head office in Montreal.
6. Complaints related
to official languages
The representative informed the auditors that Air Canada Moncton has not
received any complaints since the prior audit.
6.2.4 Conclusions
Active Offer: Automated telephone systems during and outside of
business hours are fully bilingual, and the telephone attendant reached provided
active offer. Air Canada's Internet Web site is highly detailed and fully
bilingual. However, when visiting Air Canada in Moncton, the auditors did not
observe any form of verbal active offer nor did they see any symbols or signs
indicating that French services are available. Two-sided signs still constitute
a problem. The information contained need to be clearly visible in both official
languages.
Service: Air Canada has a very high percentage of bilingual
customer service staff (88%) in order to offer adequate services in both
official languages at all times. The auditors were able to obtain services in
French during their visits to Air Canada counters.
Managers' Responsibilities: Air Canada is well aware of its
official languages obligations. However, there are still no formal control
mechanisms in place to check whether service to the public is being provided in
both official languages and to assess client satisfaction since the comment
cards provided to travellers by Air Canada do not contain any questions
pertaining to delivery of services in both official languages.
6.2.5 Responses to Prior Recommendations
Recommendations from the prior report are in bold face type,
and are Followed by current findings related to each recommendation:
-
Remind its employees that there must be an active offer of
services at the counters (check-in, tickets, baggage, etc.).
Response: The representative stated that employees have been
reminded regularly at staff meetings of their linguistic obligations
pertaining to both active offer and delivery of services in both official
languages. However, during their visits to Air Canada counters the
auditors did not receive active offer from the Customer Service Agent nor
did they observe any evidence that employees have been recently reminded
about the importance of active offer.
-
Set up a mechanism to measure the level of client satisfaction
(in the air terminals) with the delivery of services in both official
languages.
Response: The representative declared being unaware of any
mechanism to measure the level of client satisfaction with the delivery of
services in both official languages.
6.2.6 New Recommendations
1. Both
recommendations contained in the prior report need to be repeated.
2. Ensure that
two-sided signage (French on one side and English on the other) is no longer
used or that a mechanism is developed to ensure that the travelling public can
readily identify that the information is in English on one side and in French on
the other. A fully bilingual sign would be preferable.
3. Air Canada at the
GMIA should prepare an action plan (including a time line) of implementation of
the above recommendations, and forward a copy to the Languages Branch.
6.3 Canada Customs and Revenue Agency (CCRA)
6.3.1 Active Offer
1. Active offer on
the telephone outside business hours
The auditors called twice the CCRA number listed in the
city telephone directory (506) 851-7021 on a Friday evening and on a Saturday.
Their calls remained unanswered, and no Call Answer system was in place to leave
a message.
2. Active offer on
the telephone during business hours
There is an active offer of services at (506) 851-7021 during business
hours, and the service is provided in the official language of the client's
choice.
3. Active offer in
person
The representative stated that employees actively offer service in both
English and French to all clients. The greeting “HeLLO/Bonjour”
is used. The auditors were unable to check whether travellers were given an
active offer, because there were no international flights arriving at the time
of the audit. However, all the employees are bilingual.
4. Visibility of the
official languages symbol at all times
The official languages pictogram is displayed at the wickets in the arrivals
hall.
5. Postings in both
official languages at all times
The posting is done in a completely bilingual manner.
6. Availability of
publications in both official languages
All publications are available in both official languages.
7. Use of both
official languages on the Internet site
The CCRA Internet Web site (www.ccra-adrc.gc.ca)
is fully bilingual and user-friendly. It describes the full range of services
provided by CCRA. It should also be noted that it is easy to
move from one official language to the other.
6.3.2 Service
1. Nature of the
services provided by the office visited
Only a small proportion of the work of customs officers is with the
travelling public, since there are few international flights at the Greater
Moncton International Airport. When one of these scheduled international
flights arrives, or a chartered flight from the south comes in, the officers go
to the airport and conduct the primary and secondary inspections.
2. Existence of
bilingual capacity required to provide continuous service in both official
languages
CCRA has a total of ten employees, including 4 term
employees in the high season. The six permanent positions, five inspectors and a
superintendent, are identified bilingual and the incumbents meet the language
requirements of their position. Three term employees are also bilingual, while
one has not been tested. All together, nine out of ten employees (90%) are
bilingual. Given this situation, CCRA is able to provide
bilingual service during all work shifts.
3. Presence of work
tools required for provision of service in both official languages
CCRA is capable of responding to all types of
correspondence in French and English and business cards as well as fax cover
sheets are fully bilingual.
4. Comparability of
the service to the public in both official languages, and availability of
administrative arrangements as necessary
As noted in the prior audit, the services provided to the public are
comparable and equal in quality in both official languages, due to the high
percentage of linguistically qualified employees and the fact that the same
bilingual employees provide them in both languages. No administrative
arrangements are required.
6.3.3 Managers' Responsibilities
1. Knowledge of
requirements regarding service to the public in both official languages
The superintendent was well aware of her official languages responsibilities
for the services to be provided to the travelling public, and considered them a
priority.
2. Existence of
controls to ensure service is always provided in both official languages
The superintendent monitors CCRA employees' work when
flights arrive and employees are periodically reminded of their obligation to
make active offers on the telephone and in person.
3. Existence of
mechanisms to assess client satisfaction
There are still no mechanisms to assess client satisfaction that the
representative was aware of.
4. Meetings with the
representatives of the official language minority community
The representative informed the auditors that there are no formal mechanism
for contact with the official language minority associations that she was aware
of. She added that the Agency's Communication Department would have that
responsibility.
5. Use of the media
The representative confirmed that the office does not use the media; the
regional office performs that task.
6. Complaints related
to official languages
The office did not receive any complaints related to official languages since
the prior audit.
6.3.4 Conclusions
Active Offer: The auditors were able to obtain telephone
services in French quickly and efficiently during regular business hours
although their calls remained unanswered outside business hours. The CCRA
Internet Web site is fully bilingual and user-friendly. The public can
easily identify CCRA counters providing bilingual services
through written and visual active offers. All CCRA related
signages were posted in both official languages and the brochures were available
in both French and English.
Service: CCRA's services are provided
to the public in both official languages and are fully comparable and equal in
quality. The auditors came to the same conclusion as the one found in the prior
audit; the office is fulfilling all its official languages obligations very
well, and, with 90% of bilingual employees, has the optimum bilingual capacity.
Managers' Responsibilities: The manager is well aware of her official
languages responsibilities.
6.3.5 Responses to Prior Recommendations
There were no recommendations in the prior report.
6.3.6 New Recommendations
The services provided to the public by CCRA in both
official languages do not warrant any new recommendations.
6.4 Citizenship and Immigration Canada (CIC)
6.4.1 Active Offer
1. Active offer on
the telephone outside business hours
The public can call the CIC toll-free number,
1-888-242-2100, through which services are available in both official languages.
2. Active offer on
the telephone during business hours
The same applies as for services outside business hours. The public can call
the CIC toll-free number, 1-888-242-2100, through which
services are available in both official languages. There is no specific
telephone number for the office at the airport.
3. Active offer in
person
At the time of the audit, there was no international flight. The auditors
were, therefore, unable to measure if the travelling public is given an active
offer. However, all CIC employees assigned to airport
duty are bilingual.
4. Visibility of the
official languages symbol at all times
Although the office had just recently moved to the new terminal and in the
process of settling down, the official languages symbol was prominently
displayed.
5. Postings in both
official languages at all times
Because of the recent moving to new accommodation, the posting is not
installed. The representative assured the auditors that it will meet the
requirements of the Official Languages Act and Regulations.
6. Availability of
publications in both official languages
The publications are available in both official languages but they were not
yet on display. The representative will examine the possibility of sharing
displays with other organisations in the GMIA. One common display could then be
installed in the terminal area.
7. Use of both
official languages on the Internet site
The Citizenship and Immigration Canada Internet Web site (http://www.cic.gc.ca/)
is fully bilingual and very user-friendly. One can go from one language to the
other at all times. It describes the full range of services
provided by CIC with no specific reference to the office at
the GMIA.
6.4.2 Service
1. Nature of the
services provided by the office visited
The service is present in the airport only upon request, when there are
international arrivals. In that case, most of their clients are referred by
Canada Customs and Revenue Agency. CIC employees are also
requested to be there when an international flight lands in Moncton for
emergency reasons.
2. Existence of
bilingual capacity required to provide continuous service in both official
languages
Three officers from the Moncton office are assigned to the airport on a need
to be basis. The three employees occupy bilingual positions at the BBB
level and are all exempted.
3. Presence of work
tools required for provision of service in both official languages
The Field Operations Support System (FOSS) is the major tool used by CIC
employees in Moncton. The system aLLOws employees to login in
the language of their choice and produce a report in the language of the
travellers' choice.
4. Comparability of
the service to the public in both official languages, and availability of
administrative arrangements as necessary
As noted in the previous audit, the services provided in both official
languages are fully comparable and equal in quality, because they are provided
by the same employees in both official languages. Since all employees are fully
bilingual, no administrative arrangements are necessary.
6.4.3 Managers' Responsibilities
1. Knowledge of
requirements regarding service to the public in both official languages
The manager was well aware of her official languages responsibilities for the
services to the travelling public. Furthermore, the employees have
frequent contacts with those in charge of official languages in CIC.
2. Existence of
controls to ensure service is always provided in both official languages
There is no formal mechanism in place to ensure that service is always
provided in both official languages. However, the manager reminds her employees
regularly at staff meetings of their obligation to make active offers on the
telephone and in person.
3. Existence of
mechanisms to assess client satisfaction
The manager was unaware of any formal mechanism to assess client
satisfaction.
4. Meetings with the
representatives of the official language minority community
According to the manager, there is no formal mechanism for contact with the
official language minority associations.
5. Use of the media
The office does not use the media and, if they had to, they would coordinate
it with their information officer located in Halifax.
6. Complaint related
to official languages
No complaints have been received by CIC at the Greater
Moncton International Airport (GMIA) since the prior audit report.
6.4.4 Conclusions
Active Offer: Services provided by CIC
over the telephone and via the Internet fully meet the requirements of the OLA.
CIC postings were bilingual and documentation was available
in both official languages.
Service: The three officers assigned to the GMIA, on a need to
be basis, occupy bilingual positions at the BBB level and
they are all exempted. The services provided in both official languages are
fully comparable and equal in quality.
Managers' Responsibilities: The manager was well aware of CIC's
official language obligations at the GMIA.
6.4.5 Prior Recommendations
There were no recommendations in the prior report.
6.4.6 New Recommendations
CIC fulfills its official language obligations in such a
way as to require no recommendations.
6.5 Canadian Food Inspection Agency (CFIA)
6.5.1 Active Offer
1. Active offer on
the telephone outside business hours
The message on the Call Answer system at (506) 851-7400 is fully
bilingual.
2. Active offer on
the telephone during business hours
Calls to (506) 851-7400 during business hours receive a bilingual greeting
and service in the official language of the caller's choice.
3. Active offer in
person
The officers go to the airport only when international flights are arriving,
therefore, infrequently. At the time of the audit, there was no international
arrival so the auditors were unable to say whether an active offer was made at
this location.
4. Visibility of the
official languages symbol at all times
The official languages pictogram was visible.
5. Postings in both
official languages at all times
The auditors noted few postings, all of them bilingual.
6. Availability of
publications in both official languages
All documentation on hand to give out to the public was bilingual.
7. Use of both
official languages on the Internet site
The Canadian Food Inspection Agency Internet Web site (http://www.cfia-acia.agr.ca/)
is fully bilingual and very user-friendly. It describes the full range of
services provided and you can go from one language to the other at all times.
There is no specific Internet site for the office at the Greater Moncton
International Airport (GMIA).
6.5.2 Service
1. Nature of the
services provided by the office visited
Most clients are referred to CFIA officers by Canada
Customs and Revenue Agency. The public rarely goes to the CFIA
office. If a person is referred by CCRA to CFIA,
a secondary customs inspector will push a buzzer for a CFIA
officer to come out to the secondary inspection area, where the CFIA
officer would conduct a search of that person's luggage. They are called to the
airport to check for food (sausages, liver pate, etc.) plants and sometime
animals brought back by travellers.
2. Existence of
bilingual capacity required to provide continuous service in both official
languages
The two employees assigned to cover the airport are bilingual. The supervisor
is also bilingual. Thus, there are no difficulties in serving the public in both
official languages. The representative told the auditors that no inspector is
ever assigned to the airport if he or she is not bilingual. He said the trade
union was informed of this procedure and agreed with the decision.
3. Presence of work
tools required for provision of service in both official languages
The representative confirmed that the work tools were the same as those in
the Moncton office, and they were all available in both official languages.
4. Comparability of
the service in both official languages, and availability of administrative
arrangements as necessary
The service to the public in both official languages is comparable and equal
in quality, since the employees assigned to the airport are fully bilingual.
6.5.3 Managers' Responsibilities
1. Knowledge of
requirements regarding service to the public in both official languages
The supervisor was well aware of his obligations regarding official languages
and service to the public.
2. Existence of
controls to ensure service is always provided in both official languages
There is no formal control mechanism to the knowledge of the supervisor
interviewed. It is considered by CFIA that the absence
of complaints demonstrates the public's satisfaction with the availability and
quality of services in both official languages.
3. Existence of
mechanisms to assess client satisfaction
There is still no mechanism to assess client satisfaction related to the
Agency's office at the airport.
4. Meetings with the
official language minority community
There are no formal meetings with representatives of the official language
minority community. However, twice a year, they are invited to inform the public
in different places and bilingual people always make the presentations in both
official languages.
5. Use of the media
The office still does not use the media; everything is done at the regional
office.
6. Complaints related
to official languages
The representative stated that they have never received any complaint
concerning the Agency's office at the airport.
6.5.4 Conclusions
Active Offer: Services in both official languages are available
on the telephone during and after normal working hours. Documentation is
available in both official languages, and the CFIA Internet
Web site is fully bilingual and user-friendly.
Service: CFIA is able to provide bilingual
services with two bilingual employees assigned to the GMIA. Their supervisor is
also bilingual. Although it has few operations at the airport, the Agency
has set up all infrastructures necessary to provide comparable service in both
official languages.
Managers' Responsibilities: The CFIA
Representative was aware of the Official Languages Act (OLA)
and its requirements.
6.5.5 Responses to Prior Recommendations
There were no recommendations in the prior report.
6.5.6 New Recommendations
The Canadian Food Inspection Agency is managing its language obligations in
such a manner that no recommendations are necessary.
APPENDIX A
GREATER MONCTON AIRPORT AUTHORITY
INTERIOR AND EXTERIOR SIGNAGE
Please note that this is not an exhaustive list. It has been
accumulated to assist the Greater Moncton Airport Authority (GMAA) with
improving its signage. Please also note that photos were taken for the
Following items, and have been provided separately. The photos in this
appendix are shown in the order taken.
Photo #
|
Sign Location
|
Sign Description
|
Comments
|
IMG_0293
|
Restricted Area, 2nd Floor
|
English only sign on emergency door: “Emergency Exit Only...”
|
Should be bilingual
|
IMG_0295
|
Restricted Area Entrance Door (also see IMG_0296)
|
The Following errors were noted:
- “Regulations Require that...”
- “Avertissement (Attention)...”
- “en permenance de...”
- “passables de poursuites”
|
Suggested corrections:
- require
- remove this word
- permanence
- add a period
|
IMG_0296
|
See IMG_0295
|
See IMG_0295
|
See IMG_0295
|
IMG_0297
|
Sign above electronic search machine
|
“... de certains appareil médical électronique.
S.V.P. aviser...”
|
appareils médicaux électroniques
|
IMG_0298
|
Restricted Area Entrance
|
The Following errors were noted:
- “Personnes authorisées seulement”
- “Des measures de sureté sont en...”
- “s'il rénonce à s'embarquer”
|
Suggested corrections:
- autorisées
- mesures de sécurité
- renonce
|
IMG_0299
|
Overhead sign near Pre-Security Lounge
|
“Salle d'avànt-contrôle de sécurité”
|
d'avant-contrôle
|
IMG_0300
|
Indoor Parking sign
|
“Premium Parking - Stationnement prioritaire”
|
Poor translation
|
IMG_0301
|
Indoor Parking sign
|
“Stationnement Paiment Express”
|
paiement
|
IMG_0302
|
Automated pay parking machine at outdoor parking entrance
|
Instructions that appear on an electronic display screen
|
Poor translation
|
1
The
Official Languages Branch, which used to be part of the Treasury Board
Secretariat, was transferred to the new Public Service Human Resources
Management Agency of Canada on December 12, 2003.
2
Please
note that some sectors of these institutions were transferred to the new Canada
Boarder Services Agency on December 12, 2003. However, the details of
these transfers were still unclear at the time the report was being prepared.
Consequently, it was deemed more practical to use the organizational structure
in place at the time the audit took place.
|