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Audit of Service to the Public in Both Official Languages in seven Airports Having a Significant Demand - Winnipeg International Airport
The auditors met with the manager of Cara Operations Limited, who is responsible for all restaurants and fast food outlets, including food and drink vending machines. He stated that there are approximately 110 staff, of which approximately 20% are bilingual. However, he does not maintain a list of which employees are bilingual. He stated that he is looking at revising the Exchange menu, and will ensure that the revision will be done in both official languages. Documentation for travel insurance is now available in both official languages at Travelex (formerly Thomas Cook) foreign exchange counters. Bilingual services can be obtained through administrative arrangements, and most signage is bilingual. This is a significant improvement from the prior audit. However, while the instructions on the Travelex automated teller machine are English only, the electronic instructions are bilingual. The duty-free shops were closed at the time of the visits. However, the auditors noticed some signs that were bilingual. Other shops were open, and for the most part, all signage and receipts are in English only. It should be noted that most shops know that they can contact the Information Centre should they have a customer who wishes to have service in French. A case in point would be at the Relay store where all signs and cash register receipts were in English only, but where staff were able to provide services in French through administrative arrangements. There are now six car rental agencies operating at Winnipeg International Airport: Enterprise, Hertz, National, Avis, Budget and Thrifty. Overall, the auditors have noted significant improvement from the prior audit, except for Budget, and Enterprise, a new car rental agency which was not operating at the time of the last audit.
The auditors did not receive active offer from any of the airlines visited nor see any indication that services in both languages were available. The information related to Air Canada will be dealt with in a separate section. 6.1.7 Health and securityThe auditors met with a police sergeant of the Winnipeg Police Service Airport Unit during our tour, who stated that they make every attempt to provide services in both official languages, when required. To this end, if someone needed help and arrived at the police office requesting services in French and there were no bilingual police officers on duty, the police officer would first contact the Information Centre or Air Canada for a bilingual employee to assist. For more serious matters, a bilingual officer could be contacted at the Saint-Boniface office located in a French-speaking region of Winnipeg. Furthermore, an interpreter is available to come to the airport for serious matters, such as an arrest of someone who requires services in French. The agreement between the WAA and the City of Winnipeg for the provision of policing services at the airport contains only the general provision that “The Contractor shall comply with the Official Languages Act in the provision of the Services.” 6.1.8 HotelThe Sheraton Four Points Hotel connected to the Winnipeg International Airport remains in operation in much the same manner as discussed in the prior audit report. The reception counter still does not provide symbols, documentation or active offer of service in both official languages. However, staff is aware that if a guest requires services in French, the Information Centre in the airport can be contacted for help. Staff has also been advised via a memo dated December 23, 2002, that Destinations Winnipeg in the airport can provide translation services into French upon request. Reception staff can access information on providing services in various languages, such as French, by pressing F1 on their computers. The hotel manager was not aware that the OLA applied to his hotel, so the auditors provided him with a copy of the OLA and its Regulations via the Internet. The manager stated that there are about 75 total staff, but he was not sure how many are bilingual. He stated that they used to maintain a roster identifying the languages of employees, but that it is now out of date. All signage in the hotel is posted in English only, such as all instructions relating to safety and security Other examples of signs only in English include card-key instructions, coat room and bell service signs, the main floor directory and signs directing passengers to the airport. Furthermore, the automated teller and vending machines in the hotel contain instructions in English only. Finally, all messages flashed across an electronic sign near the reception desk are in also English only. It should, however, be noted that several signs just outside the hotel are bilingual. It should, however, be noted that bilingual documentation was available, such as the hotel client satisfaction questionnaire, in-room breakfast menu, Starwood preferred planner brochure, in-room comment questionnaire (although no question related to official languages), in-room document “For the sake of our environment” and in-room notice from cleaning staff. However, some documentation still needs to be translated, such as most of the guest information binder in each room, the hotel brochure, in-room Internet and movie instructions, and in-room notes regarding coffee and forgotten personal hygiene items. The WAA Representative stated that the contract with the hotel has not been revised because the OLA requirements already apply to hotels at airports. The current contract still contains no references to official languages. The auditors were unable to obtain active offer nor services in French when they called the hotel at (204) 775-5222 during and after regular business hours. Furthermore, the hotel Internet Web site (http://www.fourpoints.com/) is in English only. 6.1.9 ConclusionsThe WAA is well aware of its language obligations, except that it would like further clarification and interpretation on pertinent aspects of the OLA and Regulations. The WAA has, therefore, not addressed any of the recommendations made in the prior audit report. It should be noted that all four employees of the airport's Information Centre are bilingual, and the WAA is able to provide bilingual services over the telephone both during and after regular business hours. Further, all service agreements reviewed had thorough language clauses covering services and documentation. In addition, the WAA is meeting all the OLA's requirements in the area of safety and security. However, WAA faces some challenges in order to satisfy the OLA and Regulations. For example, there are still no controls to ensure that language clauses are being respected by tenants, and the WAA is not regularly reminding tenants regarding their obligations under the OLA. The WAA Internet Web site is in English only. Several of its publications contain errors in French. There is a large number and wide variety of signage covering numerous subjects throughout the interior and exterior to the air terminal. During their visit, the auditors noted that numerous signs are bilingual. However, there is still room for improvement, particularly with respect to signage related to parking. Self-service machines also remains an area of challenge for the airport, as the linguistic quality of the services provided by these machines is inconsistent. Compliance to the OLA and Regulations by airport tenants continues to be inconsistent. For example, most restaurant menus are bilingual, but most restaurant staff are not able to provide services in both official languages. Travelex foreign exchange offices are complying with its official languages obligations, but instructions posted on its ATM machines are in English only. Most employees of duty-free shops and other retailers were able to provide services in French, but most retailer signs and cash register receipts are English only. The auditors noted significant improvement for Car Rental Agencies since the prior audit (except for Budget and Enterprise), but airlines remain an area of challenge for the WAA particularly for active offer and signage. The Airport Authority has not been ensuring that the hotel provides signage and services in both official languages, contrary to what was recommended in the prior audit. It is thus not surprising that the hotel has not made any improvements to services or signage since the prior audit. In fact, the hotel representative was unaware of their obligations under the OLA. 6.1.10 Responses to Prior RecommendationsRecommendations from the prior report are in bold face type, and are Followed by current findings related to each recommendation:
6.1.11 New Recommendations
6.2 Air Canada6.2.1 Active Offer1. 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 first connected with a fully bilingual automated answering system, at the end of which they were able to speak to an Air Canada Agent who provided active offer and was able to provide services in both official languages. The toll free numbers (888) 422-7533 (Arrivals & Departures) and (888) 689-2247 (Baggage) also had bilingual automated answering systems, but they were put on hold for a long period of time and were not able to speak to an agent. 2. Active offer on the telephone during business hours The same results apply during business hours as they found for outside business hours. 3. Active offer in person Customer Service Agents are periodically reminded of the importance of saying “Un moment s'il vous plaît” before finding a bilingual agent. Reminders are regularly included in its monthly newsletter to all Air Canada staff called the “Prairie Region Update”. The February 2003 issue, for example, contained an article entitled “Un moment s'il vous plaît” reminding all agents to use this phrase prior to finding a bilingual agent by consulting the daily roster which indicated bilingual agents with a bold faced “B”. In addition, agents were all issued small slips of paper in early 2003 containing the same information as was in the article. Active offer is not provided at Air Canada administration offices because the public rarely visits these offices. The auditors also made note of a message on a large white board in the staff room as Follows “très important: French announcements please! Call a lead or CTR if you need a French announcement.” The Air Canada Representative in charge of official languages at the Winnipeg International Airport stated that it is misleading for non-French-speaking agents to provide verbal active offer to all passengers (eg. by saying “heLLO, bonjour”) because it might mislead a French-speaking person into believing that the agent speaks French, causing more harm than good. This is why only bilingual employees are asked to provide verbal active offer. 4. Visibility of a symbol or sign announcing that services can be obtained in both official languages Check-in counters that provide services in French are equipped with large overhead signs indicating that bilingual services are available. For example, the auditors visited Air Canada service counter 19 which had a sign indicating that service was available in French. The customer agent behind the counter at the time of the visit was bilingual. Furthermore, bilingual employees wear pins indicating that they speak both English and French. 5. Postings in both official languages at all times The vast majority of signage was posted in both official languages. However, there were several exceptions. For example, only the English was visible for a luggage measurement and security sign near gate E, and the sign on a door to the Air Canada baggage office “Same Day Service” was in English only. Please see Appendix C for further details. 6. Availability of publications in both official languages Air Canada provides very little printed documentation as most information is now posted on the Internet. For the most part, the documentation that still is available to the travelling public is provided in both official languages. However, the auditors noted three brochures that were available on top of check-in counters in English only:
7. Use of both official languages on the Internet site Air Canada's Internet Web site (http://www.aircanada.ca/) is highly detailed and fully bilingual. However, passengers are only provided with the option to switch from one language to the other on the home page. 6.2.2 Service1. Nature of the services provided by Air Canada at the airport visited The services provided to the travelling public at the Winnipeg International Airport are those generally found at airports, including ticket offices, check-in counters, access to the boarding and disembarking areas, baggage check and pick-up, executive class lounges, etc. Air Canada no longer has a service contract with Aeroguard Security, which handled passenger searches. The auditors visited one of Air Canada's executive class lounges (Maple Leaf Lounges), and found that the agent was bilingual, and that documentation and signage were, for the most part, bilingual. However, while the photocopier instructions were bilingual, the telephone, modem, printing and fax instructions were in English only. 2. Existence of bilingual capacity required to provide continuous service in both official languages There are now 110 customer service staff who have regular contact with the public, of which 26 (23.6%) are designated as bilingual. Furthermore, there are ten baggage agents who have regular contact with the public, of which three (30%) are bilingual. On the day of our interview, the daily staff roster listed 50 staff on various shifts throughout the day, of which nine (18%) were bilingual. The Air Canada Representative stated that this is sufficient bilingual staff to have at the very least one bilingual employee on duty at all times. Air Canada encourages its staff to undertake its standard French language training courses that are offered at different levels of proficiency from beginners to advanced and maintenance. During the auditors' visit, there were a total of nine (8.2%) employees engaged in French language training: three at beginner levels and six at intermediate. As much as possible, staff are provided the training during paid time. Language testing was conducted as part of Air Canada's merger with Canadian Airlines in late 2001 and early 2002. However, the auditors were not made aware of any testing that took place since that time. It should be noted that all Air Canada announcements heard during the audit were bilingual. Furthermore, they did not encounter any difficulties obtaining service in French quickly and efficiently during their visits to various Air Canada counters throughout the airport. Several check-in counters are now dedicated to providing bilingual services at all times, and the counters visited had bilingual agents available. 3. Presence of work tools required for provision of service in both official languages Air Canada Winnipeg is able to Follow up on correspondence it receives in French. Boarding cards, flight timetables and business cards are bilingual. 4. Comparability of the service in both official languages, and availability of administrative arrangements as necessary Services to the public in both official languages are comparable, because Air Canada staffs bilingual customer service agents at all times. For the rare occasion where there are no bilingual agents present at check-in counters, for example, a bilingual agent can be paged and arrive at the appropriate check-in counter within a few minutes. 6.2.3 Managers' Responsibilities1. Knowledge of requirements regarding service to the public in both official languages The Air Canada Representative was well aware of the requirements regarding service to the public in both official languages. 2. Existence of controls to ensure service is always provided in both official languages There are still no formal control mechanisms in place to check whether the service is always provided in both official languages. However, as in other airports, Air Canada's Customer Service Manager (CSM) conducts daily audits of its Customer Sales and Service. These audits include ensuring that bilingual agents are behind bilingual designated check-in counters and that public address announcements and signage are bilingual. The results are reviewed at daily operational meetings the Following morning. All official languages deficiencies are brought to the Air Canada Representative's attention. The Air Canada Representative also stated that management will note deficiencies in areas such as official languages while walking through the terminal. 3. Existence of mechanisms to assess client satisfaction The Air Canada Representative was not aware of any Air Canada mechanisms (such as comment cards) to assess client satisfaction that are currently in place. However, members of the travelling public sometimes use WAA comment cards to voice their concerns. Results of these comments are promptly provided to Air Canada. However it should be noted that these comment cards do not contain a question with regards to official languages. Furthermore, the Air Canada Representative stated that people can contact Air Canada Customer Solutions by mail or fax or the Air Canada Ombudsman with complaints including official languages. 4. Meetings with the 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 Air Canada Representative stated that he had received one complaint in the past year, which was regarding the lack of bilingual service at an Air Canada counter in the airport. 6.2.4 ConclusionsActive Offer: The mechanisms that Air Canada has put in place ensure that the travelling public can obtain their information in both official languages. Automated telephone systems during and outside of business hours are fully bilingual, and the telephone attendants provided active offer and services in both official languages. Further, Air Canada's Internet Web site is highly detailed and fully bilingual. However, the auditors noted several printed documents that were available only in English. In addition, Air Canada is reminded to ensure that two sided signs are clearly visible in both official languages at all times. Service: Air Canada at the Winnipeg International Airport has made some significant progress with respect to providing services in both official languages. Air Canada staff members were able to provide fully bilingual active offer and services at the check-in counters and Maple Leaf Lounges visited. It is evident that Customer Service Agents are regularly reminded of their official languages obligations. Air Canada's services are comparable in both official languages and it has adequate administrative arrangements in place. Finally, Air Canada is actively encouraging its staff to take French-language training. Managers' Responsibilities: Air Canada is well aware of its official languages obligations and has been making every effort to meet them. In addition, it has implemented control mechanisms to check whether service to the public is being provided in both official languages. 6.2.5 Responses to Prior RecommendationsRecommendations from the prior report are in bold face type, and are Followed by current findings related to each recommendation:
6.2.6 New Recommendations
6.3 Canada Customs and Revenue Agency (CCRA)6.3.1 Active Offer1. Active offer on the telephone outside business hours The local telephone number for CCRA's airport office is (204) 983-6715, which is listed on the Winnipeg Airport Authority's Internet Web site. There are no telephone numbers listed in the Winnipeg public telephone directory for CCRA's airport offices. The CCRA Representative stated that people wishing to contact CCRA at the airport are generally first referred to 1-800-461-9999 for service in English and 1-800-959-2036 for service in French. Each of these telephone numbers refers to the other telephone number in case a caller accidentally calls the number for the other official language. 2. Active offer on the telephone during business hours Bilingual services were available and active offer was received when the auditors called (204) 983-6715 both during and after regular business hours. They also called both of the toll-free numbers both during and after business hours, and found that both have automated answering systems which provide fully bilingual services. 3. Active offer in person Several memos and e-mails have been sent to all staff since the past audit to remind them of the importance of active offer in person and on the telephone. Furthermore, the most recent memo emphasizes that students and other newer employees should be well aware and reminded regularly of the official languages requirements. There was no one at the reception counter when the auditors visited it. Primary Inspection counters can still be readily identified as bilingual with written and visual active offers. If a francophone accidentally goes to a Primary Inspection counter not identified as bilingual, the agent will bring that person to the front of the line-up at the bilingual counter. 4. Visibility of the official languages symbol at all times It should be noted that several official languages pictograms were visible during the audit, at least one in each of the areas of CCRA to which the public may have access. 5. Postings in both official languages at all times All CCRA related signage were posted in both official languages. Furthermore, electronic signs above Primary Inspection booths welcome travellers to Canada in both official languages, and identify booths that can provide services in both official languages. Please refer to Appendix D for further details. 6. Availability of publications in both official languages The auditors reviewed several of CCRA's brochure racks in the airport, on which most of the wide variety of publications on display were available in both official languages. There were, however, several brochures that were available in only one official language (English only unless indicated), as Follows:
Please refer to Appendix D for further details. 7. Use of both official languages on the Internet site The CCRA Internet Web site (http://www.ccra-adrc.gc.ca/) is fully bilingual and user-friendly. It describes the full range of CCRA services and is easy to move from one official language to the other. 6.3.2 Service1. Nature of the services provided by the office visited CCRA mainly provides customs services and programs to travellers or business people arriving in or returning to Canada, similar to those described in the prior audit report. 2. Existence of bilingual capacity required to provide continuous service in both official languages There are 22 employees, all of whom have regular contact with the public, of which eight (36.4%) speak French and are in bilingual designated positions. No hiring has been done since the last audit. When bilingual employees are on holidays or on training, other bilingual staff work overtime, but they try to schedule training and holidays to reduce the amount of overtime as much as possible. French-speaking and non French-speaking officers receive about the same amount of overtime. In fact, at the time of the audit, cumulative overtime totals for the year so far showed that non French-speaking officers had more overtime than those who are bilingual, contrary to what was noted in the prior audit. Bilingual staff are mainly stationed at Primary Inspection and occasionally at Secondary Inspection. If a French-speaking person is in the wrong Primary Inspection line-up, a Customs officer will bring that person to the front of the line of the bilingual Primary Inspection counter. French-speaking passengers that are referred to Secondary Inspection are usually accompanied by a bilingual Primary Inspection Officer. If the cashier is not bilingual and services in French are required there, the cashier will call for a bilingual officer to go to the cashier immediately. Shift schedules are developed to ensure that bilingual officers are working at all times except when no flights are scheduled. The auditors reviewed the shift schedules for the first three months of 2003, and there is at least one bilingual employee scheduled at all times flights are scheduled. On most days, there are two bilingual employees working each shift. If for some reason a bilingual employee is not available when services in French are required, CCRA would first check with CIC to see if they have any bilingual staff on duty. As an alternative, CCRA at the Emerson US-Canada vehicle border crossing can be called for a French-speaking customs officer to assist by telephone. 3. Presence of work tools required for provision of service in both official languages As noted in the prior audit, CCRA is capable of responding to all types of correspondence in French, and business cards are fully bilingual. 4. Comparability of the service to the public in both official languages, and availability of administrative arrangements as necessary As was the case in the prior audit, services provided to the public in both official languages are essentially of comparable and equal quality. CCRA has bilingual personnel on shift whenever flights are scheduled, and it has also made administrative arrangements in case a bilingual officer is temporarily unavailable. 6.3.3 Managers' Responsibilities1. Knowledge of requirements regarding service to the public in both official languages The manager and the supervisory staff are well aware of their official languages responsibilities. 2. Existence of controls to ensure service is always provided in both official languages There are still no formal controls to ensure that the service is always provided in both official languages. However, there have been memos and e-mails reminding all staff of their linguistic obligations. There are stickers on telephones (please refer to Appendix D for photos) and shift schedules are developed to ensure that bilingual staff are working at all times. Managers and supervisors regularly perform informal checks to ensure that staff are Following official languages procedures. 3. Existence of mechanisms to assess client satisfaction The CCRA Representative is not aware of the existence of mechanisms to assess client satisfaction. However, the airport has comment cards and forwards any comments pertaining to CCRA for resolution. 4. Meetings with the representatives of the official language minority community The CCRA Representative is not aware of any formal mechanism for contact with the official language minority associations. 5. Use of the media Any communications with the media are handled either by its regional office or its head office in Ottawa. 6. Complaints related to official languages There was a complaint regarding the availability of services in both official languages at the GST refund booth in the airport, which is normally staffed by students. Since then, the CCRA Representative has sent out more reminders all new staff and students pertaining to the importance of official languages and their obligations with regards to active offer and the delivery of services in both official languages. 6.3.4 ConclusionsActive Offer: The auditors were able to obtain telephone services in French quickly and efficiently during and after regular business hours, and the CCRA web-site is fully bilingual and user-friendly. The public can easily identify CCRA counters providing bilingual services through written and visual active offers. Further, all CCRA related signage were posted in both official languages. However, the auditors noted several brochures that were available only in English. Service: CCRA's services are provided to the public in both official languages and are essentially of comparable and equal quality. CCRA makes every effort to have two bilingual personnel on shift at all times, and has satisfactory administrative arrangements in place in case a bilingual officer is temporarily unavailable. Managers' Responsibilities: The manager and supervisory staff are well aware of their official languages responsibilities. In addition, it has some control mechanisms in place to check whether service to the public is being provided in both official languages. However, there are not yet any mechanisms to assess client satisfaction nor meetings with representatives of the local French language community. 6.3.5 Responses to Prior RecommendationsRecommendations from the prior report are in bold face type, and are Followed by current findings related to each recommendation:
6.3.6 New Recommendation
6.4 Citizenship and Immigration Canada (CIC)6.4.1 Active Offer1. Active offer on the telephone outside business hours The direct telephone number for the Citizenship and Immigration Canada (CIC) airport office is (204) 983-8836 which has a fully bilingual recording with the local CIC airport fax number and a bilingual toll free number (1-888-242-2100) for further information. The auditors called (204) 983-8836 both during and after business hours and found that the recording is fully bilingual and well translated, but they were not able to speak with a CIC officer nor leave a message. 2. Active offer on the telephone during business hours There is no telephone number listed for CIC's airport office in the local Winnipeg public telephone directory. The Winnipeg Airports Authority Internet Web site does not provide CIC's local airport office telephone number. 3. Active offer in person There was an active offer of service when the auditors visited CIC's Winnipeg International Airport offices. Staff are regularly reminded of the importance of active offer. 4. Visibility of the official languages symbol at all times They noted that the official languages symbol was visible to the public at the time of their visit. 5. Postings in both official languages at all times All CIC signage was posted in both official languages. However, several Passport Office postings in the CIC area were in English only, such as “Notice: The Passport Office is committed to...” and “Applications for Passports by Canadians living in the United States” on the front of a folder on a brochure rack. Please refer to Appendix E for further details. 6. Availability of publications in both official languages All CIC documentation that the auditors saw during their visit was available to the public in both official languages. However, not all types of passport application forms were available in both official languages. More specifically, some application forms were in English only although, inside bilingual envelopes. Note that the NAFTA popularization document has been translated and copies were available to the public in both official languages at the time of our visit. 7. Use of both official languages on the Internet site The CIC Internet Web site (http://www.cic.gc.ca/) is fully bilingual and user-friendly. It describes the full range of CIC services and is easy to move from one official language to the other. 6.4.2 Service1. Nature of the services provided by the office visited The office provides a variety of services to U.S. travellers, students with visa problems and visitors, for example. It also provides services to Canadians requesting information on citizenship and dual citizenship, and answers questions about permanent residents. Most clients coming to this office have been referred to it by the Canada Customs and Revenue Agency (CCRA), as described in the prior audit report. 2. Existence of bilingual capacity required to provide continuous service in both official languages CIC has a total of seven employees who work permanently at the airport, of which three (42.9%) are bilingual and are in positions so designated. The manager and administrative assistant are bilingual, as well as one of the five officers. There is, therefore, always someone available to provide services in French during office hours, from 7:30 a.m. to 5:30 p.m. Monday to Friday. However, a bilingual officer is not always available on evenings and weekends. It is currently not possible for CIC to have bilingual staff present during all work shifts. The shift schedule for the five CIC officers is a random rotating schedule which, in order to be fair to all officers, does not give special consideration to the bilingual officer. If there is a request for service in French and there are no bilingual employees on duty, CIC would first check with CCRA, who has bilingual officers on duty at all times. If a CCRA officer can not be found quickly, the downtown CIC office would be called. Furthermore, the CIC Representative stated that CIC officers could also call on colleagues at the Emerson US-Canada border crossing or at another airport for assistance. Finally, CIC at the airport provides the service of translators in numerous languages, including two French interpreters that are available either by telephone or in person. 3. Presence of work tools required for provision of service in both official languages As noted in the prior audit report, the office is equipped with computers on which accents can be used, and fax cover sheets and business cards are bilingual. During their visit, the auditors also noted that the CIC Representative has a CD version of Termium to assist him with his translation needs. 4. Comparability of the service to the public in both official languages, and availability of administrative arrangements as necessary. CIC's services provided in both official languages are generally of comparable quality because they are provided by its own employees most of the time. They are aware of their official languages obligations. When CIC officers are not available, administrative arrangement in place to ensure that services are provided in French quickly and efficiently. CIC is also actively planning to have another officer designated as bilingual, which would ensure that it is capable of providing its own services in both official languages nearly all of the time. 6.4.3 Managers' Responsibilities1. Knowledge of requirements regarding service to the public in both official languages The manager was well aware of CIC's language obligations at the airport. He even provided the auditors with a copy of CIC's Official Languages Responsibilities and Obligations. An agreement with Avion Services Corp. has replaced the prior agreement with the Canadian Corps of Commissionaires for the short term detention of people who have been denied immigration. There is no language clause in this new agreement with Avion, but the agreement itself has been prepared in both official languages. If the detention period is longer, a detained person would be held at the Winnipeg Remand Centre that is run by the provincial government with whom there is no agreement. 2. Existence of controls to ensure service is always provided in both official languages There are still no formal controls to ensure service is always provided in both official languages. However, the CIC Representative stated that staff are regularly reminded via e-mail (about twice a year) and at staff meetings of CIC's language obligations at the airport. Furthermore, the CIC Representative performs informal checks as part of his regular duties to ensure bilingual services are always being offered. Finally, the CIC Representative considers the lack of complaints as another means by which he is assured that the office is meeting its official languages obligations. 3. Existence of mechanisms to assess client satisfaction The CIC Representative was not aware of any CIC mechanisms to assess client satisfaction. However, he did note that clients might put comments in a Statistics Canada questionnaire available at CCRA counters. 4. Meetings with the representatives of the official language minority community There is still no formal mechanism for direct contact with local official language minority associations. However, the CIC Representative regularly attends meetings regarding topics such as how to attract more immigrants to Manitoba, at which representatives of the local French-speaking community usually attend. The last meeting he attended, on October 15, 2002, was entitled “Agrandir notre espace francophone - Passons à l'action pour l'immigration. It was organized by the “Société franco-manitobaine” in collaboration with community and governmental partners. 5. Use of the media The airport office does not use the media. 6. Complaints related to official languages The CIC Representative was not aware of any complaints since the prior audit. 6.4.4 ConclusionsActive Offer: The CIC's airport office telephone number has a recorded bilingual message that provides its local fax number and a bilingual toll free number. Furthermore, the CIC Internet Web site is fully bilingual and user-friendly. CIC staff provided active offer when the auditors visited, and most postings and documentation are bilingual. However, several passport related documents on display were in English only. Service: Although it is currently not possible for CIC to have bilingual staff present during all work shifts, it has adequate administrative arrangements in place and is actively working towards adding more bilingual staff. Bilingual employees are available at all times during regular office hours, and most of the time on evenings and weekends. CIC services are thus, for the most part, comparable in both official languages. Managers' Responsibilities: The manager the auditors met was well aware of CIC's language obligations at the airport. CIC has limited controls in place to ensure service is always provided in both official languages, and its Representative regularly attends Immigration related meetings that often involve representatives of the local French language community. However, CIC has no mechanisms yet in place to assess client satisfaction. 6.4.5 Response to Prior RecommendationThe recommendation from the prior report is in bold face type, and are Followed by the current finding related to the recommendation:
6.4.6 New Recommendations
6.5 Canadian Food Inspection Agency (CFIA)6.5.1 Active Offer1. Active offer on the telephone outside business hours The telephone number for the office at the airport, (204) 983-7683, according to the Canadian Food Inspection Agency (CFIA) Representative, is not published anywhere nor given out to the public nor listed on the Winnipeg Airports Authority's Internet Web site. The Following CFIA telephone numbers are listed in the local Winnipeg public telephone directory:
The auditors received no active offer at (204) 983-2219 and were told that no one in the office spoke French. They then tried (204) 983-2200 where they received an active offer in French from the receptionist, but were told that no one from the Animal Inspection Department could speak French. 2. Active offer on the telephone during business hours The telephone number now provided on receipts for seized commodities is (204) 983-2200 where, according to the CFIA Representative, bilingual services are available at all times during office hours. However, the auditors were not able to obtain services in French at this number when they called both during and after business hours. Please refer to Appendix F for further details. 3. Active offer in person There is no CFIA reception office at the airport. Members of the travelling public who wish to pick up seized goods or obtain other CFIA information will approach the CCRA office, who will then either get a CFIA officer or take a message. 4. Visibility of the official languages symbol at all times CFIA does not have any official language symbols, because it does not currently have an area in the airport to which the public has access. 5. Postings in both official languages at all times The auditors only noted two CFIA postings that were located in areas to which the public does not have access. Please refer to Appendix F for further details. 6. Availability of publications in both official languages There are no CFIA publications currently available in public areas. However, all brochures kept inside the CFIA office available for distribution to the public were bilingual. 7. Use of both official languages on the Internet site The CFIA Internet Web site (http://www.inspection.gc.ca/) is fully bilingual and user-friendly. It describes the full range of CFIA services and is easy to move from one official language to the other. 6.5.2 Service1. Nature of the services provided in both official languages CFIA inspectors will interview individuals who are attempting to enter Canada with commodities that are possibly banned. Inspectors, therefore, sometimes seize goods, collect fines and examine newly arrived animals, sometimes by a CFIA veterinarian. The CFIA Representative regards CFIA's presence at the airport more as assistance to CCRA than it does as services to the travelling public. 2. Existence of bilingual capacity required to provide continuous service in both official languages There is now one full time equivalent position at the airport (a “non-funded position for acting purposes” according to the CFIA Representative), plus a supervisor. There five employees who are trained to work at the airport and work on various shifts. None of the CFIA employees assigned to airport duties are bilingual. Neither are there any positions designated as bilingual for the airport. CFIA is, therefore, not able to provide bilingual services on any work shift. The airport CFIA office is staffed Monday to Friday on 7.5 hour shifts. The shift is either 10:00 a.m. to 6:00 p.m. or 4:00 p.m. to midnight depending on when international flights arrive. In addition, during the charter season (January to March), there is usually a CFIA officer at the airport to cover two flights on weekends, which translates into about three hours per weekend. If there is a request for services in French, CFIA would first ask a bilingual CCRA officer for assistance. If none are available, the CFIA officer would call the Regional Office in Winnipeg during office hours. 3. Presence of work tools required for provision of service in both official languages As noted in the prior audit report, the receipts given to a person whose goods have been seized are bilingual. If the need arose to correspond with a client in French, a translation service would be used. 4. Comparability of the service in both official languages, and availability of administrative arrangements as necessary The services provided to the public in both official languages are neither comparable nor equal in quality. Services in French are unavailable, because there are never bilingual employees on duty. Furthermore, administrative arrangements do not account for situations where bilingual CCRA officers may not be available outside of regular office hours. In addition, services are not comparable at the telephone number that is provided by CFIA to members of the travelling public whose goods have been seized. 6.5.3 Managers' Responsibilities1. Knowledge of requirements regarding service to the public in both official languages Although the CFIA Representative interviewed was familiar with the Official Languages Act (OLA) and its requirements, he was not aware that the CFIA airport point of service is designated as bilingual according to the Regulations. 2. Existence of controls to ensure service is always provided in both official languages There are no controls to ensure that service is always provided in both official languages. CFIA services are not available in both official languages at the airport. 3. Existence of mechanisms to assess client satisfaction There are no mechanisms in place to assess client satisfaction. 4. Meetings with the representatives of the official language minority community There are no mechanisms for contact with any official language minority associations. 5. Use of the media Any contact with the media is done by CFIA's regional or national office. 6. Complaints related to official languages The CFIA Representative was not aware of any complaints since the prior audit. 6.5.4 ConclusionsActive Offer: Services in both official languages are not available at the telephone number that is given out to passengers from whom goods are seized. The receipts, however, on which this telephone number is written, are bilingual. Documentation is available in both official languages, and the CFIA Internet Web site is fully bilingual and user-friendly. Service: CFIA is not able to provide bilingual services on any of its work shifts because none of the five CFIA employees assigned to work at the airport are bilingual. Furthermore, its administrative arrangements are not adequate. The services provided to the public in both official languages are, therefore, not comparable in both official languages. Managers' Responsibilities: The CFIA Representative was familiar with the Official Languages Act (OLA) and its requirements, although he was unaware of the fact that the point service at the airport had linguistic obligations. There are no language monitoring mechanisms, no formal mechanisms to assess client satisfaction, and no meetings with representatives of the local French speaking community. 6.5.5 Responses to Prior RecommendationsRecommendations from the prior report are in bold face type, and are Followed by current findings related to each recommendation:
6.5.6 New Recommendations
APPENDIX AWINNIPEG AIRPORT AUTHORITYINTERIOR AND EXTERIOR SIGNAGE (with photos)Please note that this is not an exhaustive list. It has been accumulated to assist the Winnipeg Airport Authority (WAA) 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. Furthermore, most airport signage has been re-listed in groups in Appendix B to further assist the WAA in correcting its signage.
APPENDIX BWINNIPEG AIRPORT AUTHORITYINTERIOR AND EXTERIOR SIGNAGEThe Following interior and exterior signage has been noted to be English only, unless otherwise indicated. Please note that this is not an exhaustive list. It has been accumulated to assist the Winnipeg Airport Authority with improving its signage. Photos for these signs are listed in Appendix A by photo number. AIRPORT AUTHORITY (INTERIOR)
WESTJET (INTERIOR)
NORTHWEST AIRLINES (INTERIOR)
SAFETY AND SECURITY (INTERIOR)
POSITIVE NOTES (INTERIOR)
PARKING RELATED (EXTERIOR)
POSITIVE NOTES (EXTERIOR) The Following signs were noted to be bilingual, unless otherwise noted:
APPENDIX CAIR CANADA - SIGNAGEWINNIPEG INTERNATIONAL AIRPORTPlease note that this is not an exhaustive list. It has been accumulated to assist Air Canada at the Winnipeg International Airport with improving its signage. The photos in this appendix have been provided separately, and are described below in the order taken.
APPENDIX DCANADA CUSTOMS AND REVENUE AGENCY - SIGNAGEWINNIPEG INTERNATIONAL AIRPORTPlease note that this is not an exhaustive list. It has been accumulated to assist the Canada Customs and Revenue Agency (CCRA) at the Winnipeg International Airport with improving its signage. Photos were taken for the Following items, which are listed in the order taken. (Actual photos provided separately).
APPENDIX ECITIZENSHIP AND IMMIGRATION CANADA - SIGNAGEWINNIPEG INTERNATIONAL AIRPORTPlease note that this is not an exhaustive list. It has been accumulated to assist Citizenship and Immigration Canada (CIC) at the Winnipeg International Airport with improving its signage. A photo was taken for the Following item. (Actual photo provided separately).
APPENDIX FCANADIAN FOOD INSPECTION AGENCY - SIGNAGEWINNIPEG INTERNATIONAL AIRPORTPlease note that this is not an exhaustive list. It has been accumulated to assist Canadian Food Inspection Agency (CFIA) at the Winnipeg International Airport with improving its signage. Photos were taken for the Following items, which are listed in the order taken. (Actual photos provided separately).
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. |
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