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This audit is part of the audit activities conducted by the Treasury Board
Secretariat (TBS) to ensure that the Official Languages Act (OLA) and
TBS official languages policy are being enforced. Certain federal institutions
(located in the Calgary, Vancouver and Winnipeg regions) that have previously
been audited or inspected will be subject to the new audit. The goal of this
audit is to determine whether the public can communicate with and receive
services from these institutions in the official language of its choice, in
accordance with the Official Languages Act and the Official
Languages (Communications with and Services to the Public) Regulations.
This section presents the background to the audit and the objectives, scope,
approach used, results, conclusions and recommendations.
In her audit report on official languages in the Canadian sports system, the
Commissioner of Official Languages asked the Treasury Board Secretariat to
review its official languages audit methodology in order to ensure that the
programs audited not only comply with established administrative controls, but
also are effective in achieving program objectives. To that end the President of
the Treasury Board informed the Commissioner that the TBS would be establishing
a plan of activities that included the goal of following up on audits and
inspections. In addition to this report, two other similar reports are being
published: one on the Halifax and Moncton regions, and one on the Montreal and
Toronto regions.
The audit objectives were established under Part IV of the Official
Languages Act, which deals with the obligations of federal institutions,
and third parties acting on their behalf, concerning service to the public. The
audit objective was to determine the extent to which the institutions in
question are fulfilling their service to the public obligations under the Official
Languages Act, the Official Languages (Communications with and Services
to the Public) Regulations and government policy.
Another audit objective is to determine, as applicable, the extent to which
the offices selected have corrected any deficiencies related to service to the
public that were identified in previous audits or inspections. The study also
seeks to determine whether these organizations have maintained a level of
performance that is judged adequate.
The audit covered six federal institutions in each of the Calgary, Vancouver
and Winnipeg regions.
For each location visited, we carried out three types of audit:
- a telephone audit: a call outside business hours (where they are not
continuous) to check whether there is a Call Answer system in both official
languages, and a call during business hours to check whether active offer
really exists and whether service can be obtained in both official
languages;
- an in-person audit at the site;
- an audit of the Internet sites.
The following steps were completed during the audit:
- Meet with the Treasury Board Secretariat official languages
representatives to discuss the audit parameters.
- Choose six offices that were previously audited, or if necessary inspected
in a regional visit by the TBS.
- Identify any complaints against the selected offices filed with the
Commissioner of Official Languages since the previous audits.
- Develop an audit program including interview questionnaires (in person and
by telephone), covering the same points as the previous audits.
- Determine to what extent the Internet sites of the institutions involved
give the same information in both official languages, and if necessary
determine the extent to which the public can communicate with them in both
official languages.
- For each office chosen, identify the points that gave rise to an
observation, and check what measures have been taken following the audit or
inspection.
- Check the level of client satisfaction among the representatives of the
minority community, in terms of delivery of services in the client's
preferred official language (develop a questionnaire, and conduct on-site
interviews).
- Make telephone calls to check active offer in the offices covered.
- Check active offer, postings and signage in the federal offices in
question.
- Interview those in charge of the offices visited.
- Check postings, documentation and the linguistic capability of the
institutions in question.
- Compile and analyse the data collected in the telephone calls, meetings
with the minority community representatives, and visits to the offices
covered.
- Group the data by regions, prepare three reports and make recommendations
as appropriate.
- Send the draft reports to the offices in question to obtain their
comments, and incorporate the feedback into the final reports.
6.1.1 Immigration and Refugee Board of Canada (IRB)
Fording Place, 205 9th Avenue S.E., Calgary
Burolis #: 91060
October 27, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
The Calgary office of the Immigration and Refugee Board of Canada has a
telephone number in the Calgary telephone directory, in both official languages:
292-6134 (403). When we made our call outside business hours, the telephone
messages were fully bilingual and identical.
Active offer on the telephone during business hours
When we called the above number, we were given an active offer and were able
to obtain services in French immediately.
Active offer in person
When we visited the reception desk we were given an active offer, and the
attendant was completely bilingual. She was able to answer our questions and
direct us to the manager we were to meet. It should be mentioned that the
employee at the reception desk is the only possible contact point for people
from outside, since the public cannot access the office without first going to
the reception desk.
Visibility of the official languages symbol at all times
When conducting our audit we noted that there was an official languages
symbol at the reception desk and in the documentation centre.
Postings in both official languages at all times
The postings and signage were completely bilingual.
Availability of publications in both official languages
All publications used come from head office and are available in both
official languages. On our visit we found a number of publications in both
official languages there, including Immigration Appeal Division, Convention
Refugee Determination, Facts about the Adjudication Division and the
brochure entitled The Research Program of the Documentation, Information and
Research Branch.
In the documentation centre, a number of publications that do not come
directly from the IRB are available only in the language of origin. There is not
a great deal of documentation in French, but we were informed that the demand
was very limited and that it was not cost-effective to have a number of
documents taking up space when they would probably not be consulted. However, we
were told that any documentation available in French could be obtained fairly
quickly on request. When there is significant demand for a document, it is kept
in the documentation centre for consultation.
Use of both official languages on the Internet site
The Immigration and Refugee Board of Canada Internet site
(http://www.cisr.gc.ca/) is completely bilingual and very user-friendly. It
describes the full range of services provided by the IRB. There is no specific
reference to the Calgary office.
B) Service
Nature of the services provided by the office visited
The Calgary office has three divisions: the Convention Refugee Determination
Division, the Immigration Appeal Division and the Adjudication Division. The
Convention Refugee Determination Division hears only refugee status claims made
by persons in Canada. The Immigration Appeal Division hears appeals of sponsored
applications for permanent residence that have been denied. The Adjudication
Division handles immigration-related requests for persons who are considered
inadmissible to or removable from Canada under the Immigration Act.
Existence of bilingual capacity required to provide continuous
service in both official languages
This office has 23 positions, four of which are bilingual. Three of the
employees occupying the bilingual positions have achieved at least B level, and
their bilingualism tests are still valid. There is one bilingual position
currently occupied by a person who is not bilingual. This situation should be
corrected shortly, since that represents 25% of the bilingual positions and
affects the delivery of services in French. All employees are regularly informed
of their language obligations.
Presence of work tools required for provision of service in both
official languages
According to the manager we met, the office has the work tools required to
provide the service in both official languages. The office has some bilingual
keyboards. The business cards and fax cover sheets are bilingual.
Comparability of services to the public in both official languages,
and availability of administrative arrangements as necessary
The manager interviewed had been in the position for only six months, and she
could not confirm with certainty that the services provided to the public were
comparable and equal in quality in both official languages, because there had
not been a request for services in French since she took up the position. She
said that often the office knew the client's language, because clients were
referred by Citizenship and Immigration Canada, and that gave them time to
adjust accordingly. Also, clients usually come on appointment.
The manager told us that the office had the capability to conduct interviews
in French, but that if there were a request for services in French relating to
adjudication and the request were complex, the office would contact a bilingual
employee in the Winnipeg office so that it could provide service in French in
that area. She also indicated that as a last resort she could contact the
Montreal office and if necessary use a video conference to ensure that the
services would be provided in French. We are not able to judge the comparability
of the services, but we would point out that the fact that one of the four
bilingual positions is not occupied by a bilingual employee will necessarily
affect the delivery of bilingual services.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both
official languages
The manager we met was well aware of her office's official languages
obligations.
Existence of controls to ensure service is always provided in both
official languages
There are no controls at the local level to ensure that the service is always
provided in both official languages. The manager believes that head office
carries out spot checks, but she had no data to that effect. She considers that
the lack of complaints also constitutes a form of control.
Existence of mechanisms to assess client satisfaction
There are no mechanisms to assess client satisfaction.
Meetings with the representatives of the official language minority
community
There are no formal meetings with the official language minority community.
Use of the media
The Calgary office does not use the media.
Complaints concerning official languages
There has been no complaint concerning official languages in recent years.
Changes since the last audit
There has been little change in the situation since the last audit, done in
March 1996. The number of positions has grown from 16 to 23, but the number of
bilingual positions remains the same. In 1996, two of the four bilingual
positions were occupied by employees who had incumbent rights; today, only one
of the four bilingual positions is not occupied by a bilingual employee. Today
the bilingual capacity still seems sufficient to meet the demand for services in
French.
Recommendations
No recommendations are necessary.
6.1.2 Canadian Heritage
220 4th Avenue S.E., Calgary
Burolis #: 11876
October 27, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
The telephone number for Canadian Heritage, listed in both official languages
in the Calgary telephone directory, is 292-5541 (403). When we called this
number outside business hours, the telephone message was completely bilingual.
The Calgary office is also responsible for the Service Canada Access Centre.
There is a toll-free number (1-800-O-Canada) for this service; the message is
completely bilingual.
Active offer on the telephone during business hours
When we called the above numbers, there was an active offer and services in
French.
Active offer in person
When we visited the Canadian Heritage reception desk, we received an active
offer and services in French. We also received an active offer and services in
French at the Service Canada Access Centre, which is administered by Canadian
Heritage.
Visibility of the official languages symbol at all times
We noted that there was an official languages symbol at the reception desk.
Also, we found some symbols at the Service Canada desks.
Postings in both official languages at all times
The postings and signage are completely bilingual. All temporary and
permanent notices were in both official languages.
Availability of publications in both official languages
All publications used come from head office and are available in both
official languages. They include documents on multiculturalism, cultural
industries, arts policy and official languages. The documentation available in
the office was either bilingual or published in both English and French. At the
Service Canada Access Centre we found the most popular Government of Canada
publications, which were available in both official languages.
Use of both official languages on the Internet site
The Canadian Heritage Internet site (http://www.pch.gc.ca/)
is completely bilingual and very user-friendly. It describes the full range of
services provided by the Department. There is no specific Internet site for the
Calgary office, but there is a general site (www.Canada.gc.ca)
for the Service Canada Access Centre. This site is also fully bilingual.
B) Service
Nature of the services provided by the office visited
The Calgary office provides the full range of programs and services, such as
national policies and programs on broadcasting, the cultural industries, the
arts, heritage, official languages, Canadian identity, the Canadian symbols,
multiculturalism, etc. The office is also responsible for the Service Canada
Access Centre, a vast single window set up to inform Canadians about a wide
range of Government of Canada services and programs.
Existence of bilingual capacity required to provide continuous
service in both official languages
This office has five positions, three of which are bilingual (2 at the CCC
level and the management position at the BBB level). There is also a student
working at this office; his position is not designated as bilingual, but he is
able to provide services in French. The bilingual positions are occupied by
bilingual employees. The two employees who work at Service Canada are also
bilingual. The bilingualism tests for all the employees are still valid. The
office is able to provide services in French on a regular basis.
Presence of work tools required for provision of service in both
official languages
According to the manager we met, the office has the work tools required to
provide service in both official languages. The office has bilingual keyboards.
The business cards are bilingual, as are the letterheads and fax cover sheets.
Comparability of the service to the public in both official
languages, and availability of administrative arrangements as necessary
The services provided are comparable and equal in quality, because there are
enough bilingual employees on duty to provide service in both official languages
at all times of day. The office has also made an administrative arrangement with
Parks Canada in case there is a shortage of bilingual personnel for some reason.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both
official languages
The manager we met was well aware of her office's official languages
obligations.
Existence of controls to ensure service is always provided in both
official languages
There are no specific controls to ensure that the service is always provided
in both official languages. The manager considers that the lack of complaints
constitutes a form of control, and that the supervision of management is
sufficient, since there are not many employees at this office.
Existence of mechanisms to assess client satisfaction
There are no mechanisms to assess client satisfaction. However, it should be
added that a comment card is available at the Service Canada Access Centre. This
comment card is bilingual, but it does not include any questions related to
official languages.
Meetings with the representatives of the official language minority
community
The manager interviewed said that in the light of its mandate, Canadian
Heritage maintained very good relations with the official language minority
communities. The representative of the Association canadienne-française de
l'Alberta we met confirmed that this was the case.
Use of the media
Canadian Heritage publishes its advertisements in the newspapers in both
official languages or in English in the English-language dailies and in French
in the weekly Le Franco.
Complaints concerning official languages
In the past year there has been one complaint concerning official languages.
It related to the unilingual English texts supplied by Canadian Heritage to the
master of ceremonies presenting Francophone artists as part of the International
Day of the Rendez-vous de la francophonie, held at the Harry Hays Building.
Changes since the last audit
Since the March 1996 audit, the nature of the services has been changed
slightly, since Canadian Heritage now looks after the Service Canada Access
Centre. The number of bilingual positions has remained the same at the office
itself, but there are two more bilingual positions attached to Service Canada.
Now as in 1996, Canadian Heritage is able to provide very good service in
French.
Recommendations
No recommendations are necessary.
6.1.3 Human Resources Development Canada (HRDC)
220 4th Avenue S.E., Calgary
Burolis #: 11562
October 27, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
The HRDC telephone number is listed in the Calgary telephone directory, in
both official languages, as 292-4566 (403). When we called the number outside
business hours, the telephone message was completely bilingual.
Active offer on the telephone during business hours
When we telephoned the above number, we received an active offer and services
in French.
Active offer in person
When we went to the Harry Hays Building, we did not receive an active offer
from the commissionaire to whom we spoke. He quickly brought in a bilingual
colleague who gave us the necessary directions. When we arrived at the HRDC
reception desk we received an active offer and services in French.
Visibility of the official languages symbol at all times
We noted that there were some official languages symbols at the reception
desk.
Postings in both official languages at all times
The postings and signage are completely bilingual.
Availability of publications in both official languages
There are no local publications, except the pamphlet related to the
Department's local Internet site. All publications used come from head office
and are available in both official languages. They include forms for employment
insurance, old age security and the Canada Pension Plan. The Alberta provincial
government publications are available only in English.
Use of both official languages on the Internet site
The HRDC Internet site (http://www.pch.gc.ca/)
is completely bilingual and includes a note stating that some hyperlinks are
available only in the original language. The site describes the full range of
services provided by the Department. We also noted that there is an Internet
site specific to the Calgary office, at
(http://www.drhc.gc.ca/cgi-bin/hr-display.cgi?rc=4802&ln=e); This is a
bilingual site giving a brief description of the services, resources and Job
Banks. There is also a bilingual site giving information on the labour market in
Alberta; this site (http://www.ab.hrdc-drhc.gc.ca/lmi/) is also bilingual, and
the Department has published a bilingual pamphlet entitled Put Our Web Site
to Work for You.
B) Service
Nature of the services provided by the office visited
Since April 1, 1997 there has been a Canada-Alberta agreement on labour
market development. HRDC retains overall responsibility for income support
related to employment insurance and the services related to the labour market.
Alberta is responsible for the design, administration and implementation
of various active employment measures; it is also responsible for the main
functions of the National Employment Service, including employment counselling,
selection and placement. The agreement thus enables Alberta to play a
greater role in designing and administering labour market development programs
and services for unemployed Albertans.
Existence of bilingual capacity required to provide continuous
service in both official languages
This office has just over 20 bilingual positions, including those of the four
receptionists, who are the first point of contact with the public. There are
currently 11 people on an eligibility list who are likely to replace the
bilingual receptionists, because the turnover rate for these employees is high,
and the Department wants to be prepared for any eventuality. The other employees
whose positions are bilingual work as officers in various fields, such as income
security, employment insurance, etc. It should be noted that two employees are
currently taking language courses to improve their personal skills.
In terms of the service provided by the provincial government employees, we
were told that there were three bilingual employees out of six, and that these
employees were completely bilingual. The three unilingual employees will
eventually be replaced with bilingual employees when they leave their present
positions. The provincial government employees do not receive the bilingualism
bonus, but the obligation to provide services in both official languages is one
of their conditions of employment.
Presence of work tools required for provision of service in both
official languages
According to the managers we met, the office has the work tools necessary to
provide the service in both official languages. The office has bilingual
keyboards. The business cards, letterheads and fax cover sheets are bilingual.
Comparability of the service to the public in both official
languages, and availability of administrative arrangements as necessary
The services provided are comparable and equal in quality, because there are
enough bilingual employees on duty to provide the service in both official
languages at all times of day.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both
official languages
The managers we met were well aware of their office's official languages
obligations.
Existence of controls to ensure service is always provided in both
official languages
There is no specific control in this office to ensure that the service is
always provided in both official languages. The managers said that the
Commissioner of Official Languages conducted spot checks and that they were
informed of them on occasion.
Existence of mechanisms to assess client satisfaction
There are no mechanisms to assess client satisfaction, but the office plans
to study this matter in the coming months.
Meetings with the representatives of the official language minority
community
There are no formal meetings with the official language minority community.
Use of the media
HRDC publishes its advertisements in the newspapers in both official
languages, or else it publishes in English in the English-language dailies and
in French in the weekly Le Franco.
Complaints concerning official languages
There has been one complaint concerning official languages. It related to a
unilingual English telephone message for a telephone number published under the
French listing in the blue pages of the Calgary telephone directory.
Changes since the last inspection
The last inspection was done in 1994. There have been so many changes since
then that we cannot make any comparison with the situation prevailing at that
time.
Recommendations
No recommendations are necessary.
6.1.4 Public Works and Government Services Canada (PWGSC)
220 4th Avenue S.E., Calgary
Burolis #: 11763
October 30, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
The telephone number for PWGSC is listed in the Calgary telephone directory,
in both official languages, as 292-5981 (403). When we called it outside
business hours, there was an active offer, but the message on the Call Answer
system was unilingual English.
Active offer on the telephone during business hours
When we called the above number, there was an active offer, but to obtain
services in French the call had to be transferred to the Edmonton regional
office. The person in Edmonton who takes the call then acts as an interpreter:
when asked for information, he puts the caller on hold and contacts the Calgary
office again to find the answer to the questions. If we have other questions,
the same hold process is repeated. This process is rather annoying when one has
many questions and sub-questions.
Active offer in person
When we went to the Harry Hays Building, we did not receive an active offer
from the commissionaire to whom we spoke. He quickly brought in a bilingual
colleague who gave us the necessary directions. When we arrived at the PWGSC
reception desk, we did not receive an active offer, but we did obtain services
in French. It should be noted that the receptionist's position is not designated
as bilingual, and she generally makes an active offer on the telephone only.
Visibility of the official languages symbol at all times
We noted that there was an official languages symbol at the reception desk.
Postings in both official languages at all times
The postings and signage were fully bilingual.
Availability of publications in both official languages
There is no local publication. All the publications used come from head
office and are available in both official languages. There were all sorts of
publications on such varied subjects as acquisitions of goods and services,
guides to supply, sustainable development strategies, etc.
Use of both official languages on the Internet site
The PWGSC Internet site (http://www.tpsgc-pwgsc.gc.ca/)
is fully bilingual and includes a note that some hyperlinks are available only
in the language in which they have been provided. The site describes the full
range of services provided by the Department. There is no Internet site specific
to the Calgary office.
B) Service
Nature of the services provided by the office visited
The Calgary office mainly provides services to the other federal government
department and agency offices in Calgary. They include real property services,
architecture, engineering, supply, purchasing, notices of proposed procurement,
MERX – the official Canada electronic tendering service, etc.
Existence of bilingual capacity required to provide continuous
service in both official languages
This office has 55 to 60 positions, five of which are bilingual. Most of the
positions require B level, but some employees exceed that level. The language
tests of all employees are still valid. There is almost no demand for services
in French. The office said that there are only one or two visitors a year who
want to be served in French, and that the frequency of telephone calls is
approximately the same.
Presence of work tools required for provision of service in both
official languages
According to the managers we met, the office does not have any bilingual
keyboards but is still able to use the accents to respond properly to letters
received in French. The office said that if the subjects to be discussed were
complicated, it would deal either with the Edmonton office or with its
translation services. The business cards, letterheads and fax cover sheets are
bilingual.
Comparability of the service to the public in both official
languages, and availability of administrative arrangements as necessary
The services provided at the office are comparable and equal in quality,
because there are enough bilingual employees on duty to provide the service in
both official languages at any time of day. The office has also made
administrative arrangements with Canadian Heritage, whose office is in the same
building. We were told that they had not had to use these arrangements to
provide service to the public in both official languages. It would still be
necessary to consider improving the services in French at the general
information telephone number, because transferring the calls to the Edmonton
office involves a number of drawbacks.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both
official languages
The managers we met were well aware of their office's official languages
obligations.
Existence of controls to ensure service is always provided in both
official languages
There are no specific controls in this office to ensure that service to the
public is always provided in both official languages.
Existence of mechanisms to assess client satisfaction
There are no mechanisms to assess client satisfaction. The office told us
that there had been some surveys of the departments, but the managers did not
know whether official languages had been covered in these surveys.
Meetings with the representatives of the official language minority
community
There are no formal meetings with the official language minority community.
It is the Edmonton regional office that handles those meetings. The office told
us that its contacts with the Francophone community involved only the schools
and were related to the distribution of computers.
Use of the media
PWGSC publishes its advertisements in the newspapers in both official
languages, or else in English in the English-language dailies and in French in
the weekly Le Franco. The advertisements mainly concern service
contracts and leases.
Complaints concerning official languages
There has been no complaint concerning official languages in recent years.
Changes since the last inspection
The last inspection was done in 1994. There have been a few changes since:
the number of positions has risen from thirty to sixty, and the number of
bilingual positions from one to five. The office is in a better position to
provide services in both official languages, even though the demand is not
higher.
Recommendations
Following the audit, it is recommended:
- that the office ensure that the Call Answer system is bilingual;
- that the office re-examine the administrative arrangement used to
provide telephone services in both official languages.
6.1.5 Canadian Food Inspection Agency
3650 36th Street N.W., Calgary
Burolis #: 11478
October 30, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
The Canadian Food Inspection Agency office in Calgary (the office on 36th
Street N.W.) is listed in both official languages in the Calgary telephone
directory as 292-5562 (403). Outside business hours, the message at this number
is fully bilingual. There is also another number listed as 229-7660 (403); the
message at this number is not bilingual.
Active offer on the telephone during business hours
During business hour there was no active offer, but services in French were
available when we called.
Active offer in person
We did not receive an active offer at the reception desk in this office when
we visited it, but we were able to obtain services in French.
Visibility of the official languages symbol at all times
We noted that there was no official languages symbol at the reception desk
and that there was also no sign indicating that service was available in both
official languages.
Postings in both official languages at all times
The postings and signage are partially bilingual. At the entrance there is a
notice stating, in English only: "All visitors report to reception
desk", and two other safety-related -Property protected by video
surveillance system" and "For building/security emergencies call
263-7110".
Availability of publications in both official languages
All publications used come from head office. The local administration does
not have any publications. There was not a great deal of documentation in the
office, but some publications were available in French.
Use of both official languages on the Internet site
The Canadian Food Inspection Agency Internet site (http://www.inspection.gc.ca/)
is fully bilingual and very user-friendly. It describes the full range of
services provided. There is no Internet site specific to the Calgary office.
B) Service
Nature of the services provided by the office visited
The office visited is located in a laboratory. The services provided relate
to the programs and operations. The employees' work includes analysing agri-food
products (meat and meat products, poultry and poultry products, dairy products,
fruits and vegetables) and processed products (canned or frozen products). The
office may also receive samples of raw and prepared meat for analysis. Most of
the requests for information are related to food.
Existence of bilingual capacity required to provide continuous
service in both official languages
There are about 78 positions in this office. There is only one bilingual
position, the one for the laboratory reception desk. The receptionist position
related to operations is not designated as bilingual, and it is currently
vacant. The office was not able to tell us whether this position would
eventually be designated as bilingual.
Presence of work tools required for provision of service in both
official languages
According to the person we met, the office has almost never received
correspondence in French. The office does not have a bilingual keyboard, but it
does have computers on which the accents can be used. The office's fax cover
sheets and business cards are bilingual.
Comparability of the service to the public in both official
languages, and availability of administrative arrangements as necessary
The services provided in this office are not comparable nor equal in quality,
because there is only one position designated as bilingual. Also, the duties of
that position concern receiving visitors, not delivering services as such.
However, the office has made an administrative arrangement with another Agency
office, the one at the Harry Hays Building. That office has four or five
bilingual positions that cover all areas of the Agency's activities.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both
official languages
The planning and resources management officer we met was well aware of the
office's language obligations. She told us that the demand for services in
French at this office was very low.
Existence of controls to ensure service is always provided in both
official languages
There are no controls to ensure that the service is always provided in both
official languages. They did not know whether the Agency's head office conducted
spot checks on official languages; in any case they had never heard of any.
Existence of mechanisms to assess client satisfaction
There are no mechanisms to assess client satisfaction.
Meetings with the representatives of the official language minority
community
There are no formal meetings with the official language minority community.
Use of the media
The office visited does not use the media; the only possible advertisements
would be related to staffing positions and would be made by the Public Service
Commission or placed in specialized magazines or journals addressed to
veterinarians, for example. The positions are generally advertised in both
official languages.
Complaints concerning official languages
Last year there were no complaints related to official languages.
Changes since the last inspection
The last inspection was done in 1994; at that time these functions were
performed by the Health Canada Health Protection Branch. Thus there is nothing
for comparison with the present services.
Recommendations
Following the audit, it is recommended:
- that the office ensure that the telephone numbers provided for the
public have bilingual telephone messages;
- that all employees at the reception desk be reminded to make an
active offer in both official languages, in person and on the telephone;
- that the official languages symbol be posted at the reception desk
as soon as possible;
- that all postings with messages intended for the public be
translated as soon as possible;
- that the language designation of the receptionist position related
to operations be revised.
6.1.6 Canada Customs and Revenue Agency
Customs Border Services
3033 34th Avenue N.E., Calgary
Burolis #: 11766
October 30, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
For the services provided by the Canada Customs and Revenue Agency at 3033
34th Avenue, the telephone number listed in the telephone directory is the
toll-free number 1-800-959-2036. This is the number of the Tax Information Phone
System (TIPS), an automated information system that automatically answers all
calls received and provides general information 24 hours a day. This service is
provided in both official languages, and the attendants indicate in both
official languages the procedure for obtaining information.
Active offer on the telephone during business hours
By calling the above number during business hours it is possible to obtain
services in both official languages, and there is an active offer of these
services.
Active offer in person
We did not receive an active offer when we went to the counter. When we asked
in French to speak to the manager, the attendant at the reception counter
continued the conversation in French.
Visibility of the official languages symbol at all times
The official languages symbol is prominently displayed behind the counters;
we also saw a number of others posted in the corridors and in the waiting room.
Postings in both official languages at all times
All postings and signage are completely bilingual.
Availability of publications in both official languages
All the documentation we examined was available in both official languages.
It was mainly forms and pamphlets.
Use of both official languages on the Internet site
The Agency's Internet site (http://www.cra-arc.gc.ca/)
is fully bilingual and very user-friendly. It describes the full range of
services provided by the Agency. It is easy to move from one language to the
other by clicking on English or French in the main menu. That enables one to go
directly from the content in one language to the same content in the other,
without having to go through all the search stages again to find it. It does not
go back to the first page, but directly to the corresponding page in the other
language. There is no separate site for this Calgary office.
B) Service
Nature of the services provided by the office visited
This office often deals with importers, agents and insurance brokers who may
be employed by insurance companies or brokers' firms, or self-employed workers.
They often come to the office to handle their clients' imports or to clear goods
through customs.
Existence of bilingual capacity required to provide continuous
service in both official languages
The service is provided by about forty officers, three of them in bilingual
positions. All these officers have at least B level, and their bilingualism
tests are still valid. There is at least one employee who has a language
exemption. In the next staffing actions, the bilingualism level for the
positions will be raised to BBC. There are always bilingual personnel on duty,
and all the employees ( including those who do not hold bilingual positions) are
informed of their language obligations at least once a year. As an example, the
Agency showed us a communiqué it had issued in July, reminding the employees to
make certain that the bilingual postings were in full view and that the
pamphlets were available in both official languages, to make an active offer,
etc. At present there is one employee who has asked to take language training.
Presence of work tools required for provision of services in both
official languages
There is not much correspondence in French, but Agency has all the work tools
required to respond to it. The business cards, letterheads and fax cover sheets
are fully bilingual.
Comparability of the service to the public in both official
languages, and availability of administrative arrangements as necessary
We consider that the services to the public are comparable and equal in
quality in both official languages. Most of the bilingual services are provided
by employees who have the same level of skill in both official languages, and
the presence of these employees is continuous. There is an administrative
arrangement with the airport office if necessary.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both
official languages
The managers we met were well aware of their official languages
responsibilities.
Existence of controls to ensure service is always provided in both
official languages
There are no specific control mechanisms in this office to ensure that
service is always provided in both official languages. Management considers that
the lack of complaints constitutes a form of control.
Existence of mechanisms to assess client satisfaction
The Agency always has available the slip entitled Your Opinion Counts.
This bilingual questionnaire includes three questions related to official
languages: the first asks the client in which language he or she has been
served; the second asks whether the service was provided in the official
language of his or her choice; and the third asks whether the client obtained
the desired documentation. The Agency said that this questionnaire is hardly
ever used now, since the office is no longer accessible to the public.
Meetings with the representatives of the official language minority
community
There are no formal meetings with the representatives of the official
language minority community.
Use of the media
This district office does not use the media. We were told that that is the
responsibility of the regional office.
Complaints concerning official languages
There has been no complaint concerning official languages in the past year.
Changes since the last audit
The last audit was done in March 1996, and we noted that one bilingual
position had been added to the organization. This represents a 50% increase in
the bilingual staff. The quality of the services provided is consistent.
Recommendations
Following the audit, it is recommended:
- that the employees be reminded of the importance of providing an
active offer of services in both official languages.
6.2.1 Bank of Canada
900 Hastings Street West, Vancouver
Burolis #: 15038
October 19, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
The Bank of Canada is listed in the Vancouver telephone directory in both
official languages. The number is a toll-free number, 1-800-303-1282. This is
the general information number for the Bank of Canada, and there is a fully
bilingual Call Answer system. The toll-free number for the Vancouver Regional
Office is 1-800-388-8427, and there is also a fully bilingual Call Answer
system.
Active offer on the telephone during business hours
During business hours there is an active offer and services in both official
languages.
Active offer in person
On our audit visit we received an active offer and services in French.
Visibility of the official languages symbol at all times
We did not see an official languages symbol at the reception desk, but there
is a sign clearly indicating that the services are available in both official
languages.
Postings in both official languages at all times
The postings and signage are completely bilingual.
Availability of publications in both official languages
All publications used come from the head office and are available in both
official languages. On our visit we found that the Vancouver office has a wide
range of publications in French.
Use of both official languages on the Internet site
The Bank of Canada Internet site (http://www.bank-banque-canada.ca/)
is fully bilingual and very user-friendly. It describes the full range of
services provided by the Bank. There is no Internet site specific to the
Vancouver office.
B) Service
Nature of the services provided by the office visited
The Bank of Canada is Canada's central bank; it is a Crown corporation
created to be the sole issuer of bank notes and to facilitate the management of
Canada's financial system. The Vancouver office is no longer considered a
regional operations centre; it is now more like a small representative office.
The employees often answer questions on such subjects as the mandate of the Bank
of Canada, monetary policy, bank notes, counterfeit bills, bank services and
debt management.
Existence of bilingual capacity required to provide continuous
service in both official languages
There are only five employees in the Vancouver office, and three of them are
completely bilingual. The other two employees can also manage in French. All the
employees take about two hours of language training a week. Thus the office is
fully capable of meeting its language obligations.
Presence of work tools required for provision of service in both
official languages
The office is able to respond to all correspondence received in French. The
keyboards available can reproduce the accents. The business cards, letterheads
and fax cover sheets are bilingual.
Comparability of services to the public in both official languages,
and availability of administrative arrangements as necessary
The services provided to the public are fully comparable and equal in quality
in both official languages, since everyone speaks French.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both
official languages
The manager we met is well aware of his official languages responsibilities,
and he regularly tells the employees of their language obligations, such as
making active offers on the telephone and in person. We were assured that when a
position must be filled, knowledge of French was a factor taken into
consideration. Also, the Bank of Canada official languages policy requires all
Bank employees to have bilingual messages on their Call Answer systems.
Existence of controls to ensure service is always provided in both
official languages
There are no controls to ensure that the service is always provided in both
official languages, except the director's ongoing supervision. Management
considers that the lack of complaints constitutes a form of control.
Existence of mechanisms to assess client satisfaction
There are no mechanisms to assess client satisfaction that are specific to
the Vancouver office. No client satisfaction has been measured for incoming
telephone calls or over-the-counter requests. However, the service provided to
the local financial institutions is checked for client satisfaction
periodically.
Meetings with the representatives of the official language minority
community
There are no formal meetings with the official language minority community;
however, management told us that they had contacts with the French-language
chamber of commerce, and that they made presentations to it on occasion.
Use of the media
The Vancouver office does not use the media, but if it were to do so one day,
it would ensure that the advertisements published in the newspapers were in both
official languages.
Complaints concerning official languages
There has been no complaint concerning official languages in recent years.
Changes since the last inspection
The last inspection was done in 1997. The nature of the office has greatly
changed since then, but that has not affected the language capability, which is
still excellent.
Recommendations
No recommendations are necessary.
6.2.2 VIA Rail Canada
1150 Station Street, Vancouver
Burolis #: 30353
October 19, 2000
Audit results
A) ACTIVE OFFER
Active offer on the telephone outside business hours
VIA Rail Canada is listed in the Vancouver telephone directory at the
toll-free number 1-800-561-8630. This is the general information number for VIA
Rail Canada; it connects to a fully bilingual Call Answer system. The VIA Rail
Canada Internet site also gives the toll-free number 1-888-VIARAIL for
reservations; this number also has a fully bilingual Call Answer system.
Active offer on the telephone during business hours
Calls to either of these numbers during business hours are often routed to a
Call Answer system. However, when one speaks to an attendant, there is an active
offer and services in both official languages.
Active offer in person
On our audit visit we did not receive an active offer at the wicket, but it
was possible to obtain services in French.
Visibility of the official languages symbol at all times
There was no official languages symbol at the wicket, but there was a sign
indicating that services were available in both official languages.
Postings in both official languages at all times
The postings and signage are partially bilingual. Some notices or information
are only partly translated, such as the ones for the lockers that can be rented
temporarily. Other notices have errors in French; examples are: embarquement
autorizé; Blue d'Argent et la classe économie, which should be:
"autorisé; Bleu d'Argent et économique". Some notices are in English
only, such as a notice concerning business hours.
Third parties under contract do not display bilingual menus (McDonald's and
Cappucino Bar). The instructions on the dispensers (Nescafé) are partly
bilingual, but the ones for the electronic games are unilingual English. The
instructions for using the telephones (Telus) are bilingual, but the ones for
the calling cards are not.
Availability of publications in both official languages
All publications used come from the head office and are available in both
official languages. On our visit to the station we saw only timetables, and they
were bilingual.
Use of both official languages on the Internet site
The VIA Rail Canada Internet site (http://www.viarail.ca/)
is completely bilingual. It describes the full range of services provided by
VIA. There is no specific Internet site for the Vancouver station.
B) SERVICE
Nature of the services provided by the office visited
The Vancouver station is intended for the travelling public in general.
Trains used include the Canadian, the western transcontinental train
that links Toronto and Vancouver.
Existence of bilingual capacity required to provide continuous
service in both official languages
The language capability varies considerably depending on the tourist seasons
(low or high). During low season there are three bilingual employees out of 10,
while in high season there are 13 out of 25. We were told that the language
skills of these employees were assessed on the telephone, and that the
monitoring by the supervisor also makes it possible to measure their level of
communication. Also, some employees are taking French courses, and management
has made a number of diskettes available to them to help with their learning.
Presence of work tools required for provision of service in both
official languages
The office is able to respond to all correspondence received in French. There
are no bilingual keyboards, but the keyboards available can reproduce the
accents. The business cards, letterheads and fax cover sheets are bilingual.
Comparability of services to the public in both official languages,
and availability of administrative arrangements as necessary
The services provided to the public are not entirely comparable or equal in
quality in both official languages, because the office cannot guarantee that
bilingual employees will be on duty at all times.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both
official languages
The head of customer service we met was well aware of her official languages
responsibilities, especially for the service to the public provided by VIA
employees. She was not aware of the language obligations of third parties under
contract, and did not know whether their contracts included a language clause.
She reports to a supervisor who works in Winnipeg.
Existence of controls to ensure service is always provided in both
official languages
There are no controls to ensure that the service is always provided in both
official languages, except for the supervision. Management considers that the
lack of complaints constitutes a form of control.
Existence of mechanisms to assess client satisfaction
There are no mechanisms to assess client satisfaction that are specific to
the Vancouver station. We were told that the Winnipeg customer service office
conducted surveys from time to time, but management was unable to give us any
results, and they did not know whether any survey questions concerned official
languages.
Meetings with the representatives of the official language minority
community
There are no formal meetings with the official language minority community.
Use of the media
The Vancouver station does not use the media. Advertisements related to jobs
are made from Montreal, which handles human resources management.
Complaints concerning official languages
There has been no complaint concerning official languages in recent years.
Changes since the last audit
There have been no significant changes since the 1996 audit, particularly in
the areas of active offer at the wickets, postings and the obligations of third
parties under contract. However, there has been an improvement in active offer
on the telephone, since VIA now provides toll-free numbers giving services in
both official languages.
Recommendations
Following the audit, it is recommended:
- that the employees be reminded of the importance of providing an
active offer of services in both official languages;
- that the office ensure that all postings with messages intended
for the public are correctly written in both official languages over the
next year;
- that third parties under contract be monitored to ensure that they
respect the language clause written in the lease contract;
- that a schedule be established for monitoring the postings on all
self-service machines installed in the station.
6.2.3 Canada Customs and Revenue Agency
Surrey Tax Centre
Burolis #: 89612
October 20, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
For the services provided by Canada Customs and Revenue Agency at the Surrey
Tax Centre, the telephone number listed in the telephone directory is the
toll-free number 1-800-959-5383. This is the number of the Tax Information Phone
System (TIPS), an automated system that automatically answers all calls received
and provides general information 24 hours a day. This service is provided in
both official languages, and the attendants indicate in both official languages
the procedure for obtaining information.
Active offer on the telephone during business hours
By calling the above number during business hours it is possible to obtain
services in both official languages, and there is an active offer of these
services.
Active offer in person
The public do not have access to the office visited, so active offer in
person does not apply.
Visibility of the official languages symbol at all times
The public do not have access to the office visited, so visibility of the
official languages symbol does not apply.
Postings in both official languages at all times
Even though the public do not have access to this office, much of the
postings and signage are bilingual.
Availability of publications in both official languages
We were told that all the documentation was available in both official
languages and that that it consisted of publications issued by head office.
Use of both official languages on the Internet site
The Agency's Internet site (http://www.cra-arc.gc.ca/)
is fully bilingual and very user-friendly. It describes the full range of
services provided by the Agency. It is easy to move from one language to the
other by clicking on English or French in the main menu. That enables one to go
directly from the content in one language to the same content in the other,
without having to go through all the search stages again to find it. It does not
go back to the first page of the site, but directly to the corresponding page in
the other language. There is no separate site for the Surrey Tax Centre.
B) Service
Nature of the services provided by the office visited
The office visited provides mainly services related to the programs involving
tax returns; its contacts with the public and with companies are made mainly by
telephone, and sometimes in writing.
Existence of bilingual capacity required to provide continuous
service in both official languages
The bilingual service is provided by about ten officers occupying bilingual
positions. All these officers have level C or language exemption. There are
always bilingual personnel on duty, and all employees (including those not in
bilingual positions) are informed of their language obligations once a year. The
Agency regularly issues a communiqué listing the names and telephone numbers of
the bilingual persons on duty; this communiqué also gives the instructions to
follow if there is a request for services in French. The Agency also works
closely with the regional advisor of the Official Languages Program, who
provides judicious advice on service to the public in both official languages.
At present there are about twenty employees taking language training courses
part-time.
Presence of work tools required for provision of service in both
official languages
There is not much correspondence in French, but the Agency has all the work
tools for responding to it. If necessary, the Agency uses the service of the
Translation Bureau for complex or technical interpretations. The business cards,
letterheads and fax cover sheets are completely bilingual.
Comparability of services to the public in both official languages,
and availability of administrative arrangements as necessary
We consider the services to the public comparable and equal in quality in
both official languages. Most of the bilingual services are provided by
employees who have the same level of skill in both official languages, and the
presence of these employees is continuous.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both
official languages
The manager we met was well aware of her official languages responsibilities.
Existence of controls to ensure service is always provided in both
official languages
There are no regularly used control mechanisms other than the supervision;
management considers that it does not need control mechanisms, since the office
does not provide in-person services to the public, the services are provided
mainly on the telephone and by correspondence, and it is thus able to determine
the language in which its clients want to be served.
Existence of mechanisms to assess client satisfaction
The Agency still has available the slip entitled Your Opinion Counts.
This bilingual questionnaire includes three questions related to official
languages: the first asks the client in which language he or she was served; the
second asks whether the service was provided in the official language of his or
her choice; and the third asks whether the client obtained the desired
documentation. The Agency said that this questionnaire is hardly ever used now,
since the office is no longer accessible to the public.
Meetings with the representatives of the official language minority
community
The Regional Advisor Official Languages is very pro-active in her contacts
with the Vancouver and Surrey Francophone minority communities.
Use of the media
The office uses the media especially at tax time; there are advertisements in
the English-language dailies and in the French-language newspapers (L'Express du
Pacifique). The Agency also broadcasts advertisements (in English and in French)
on the radio and television stations.
Complaints concerning official languages
There have been no complaints concerning official languages in the past year.
Changes since the last audit
The nature of the office has changed completely since the 1996 audit, since
the office is no longer accessible to the public. Thus it is not appropriate to
compare the delivery of services in both official languages.
Recommendations
No recommendations are necessary.
6.2.4 Immigration and Refugee Board of Canada (IRB)
300 Georgia Street West, Vancouver
Burolis #: 15377
October 18, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
The Vancouver office of the Immigration and Refugee Board of Canada has a
telephone number listed in the Vancouver telephone directory, in both official
languages: 666-5496 (604). When we made our call outside business hours, we
found that the telephone messages were fully bilingual and identical.
Active offer on the telephone during business hours
When we called the above number, there was no active offer, but we were able
to obtain services in French.
Active offer in person
When we visited the reception desk we were not given an active offer, but the
attendant was fully bilingual and was able to answer our questions in the
language of our choice. He told us that there were almost never any clients who
spoke to him in French, and that he sometimes forgot to make an active offer;
however, he was always happy to be able to provide services in French. It should
be mentioned that the employee at the reception desk is the only possible
contact point for people from outside, since the public cannot access the office
without first going to the reception desk.
Visibility of the official languages symbol at all times
There was an official languages symbol at the reception desk. There was no
symbol in the documentation centre at the time of our audit but the manager told
us that there is one there now.
Postings in both official languages at all times
The postings and signage are partially bilingual. Everything is bilingual at
the reception desk, but at the documentation centre the notices concerning
business hours and services to the public were unilingual English.
Availability of publications in both official languages
All publications used come from head office and are available in both
official languages. These include guides, reference documents and various
reports. Publications in the documentation centre that do not come from the IRB
were available in the language of origin only.
Use of both official languages on the Internet site
The Immigration and Refugee Board of Canada Internet site
(http://www.cisr.gc.ca/ ) is fully bilingual and very user-friendly. It
describes the full range of services provided by the IRB. There is no specific
reference to the Vancouver office.
B) Service
Nature of the services provided by the office visited
The Vancouver office has three divisions: the Convention Refugee
Determination Division, the Immigration Appeal Division and the Adjudication
Division. The Convention Refugee Determination Division hears only refugee
status claims made by persons in Canada. The Immigration Appeal Division hears
appeals of sponsored applications for permanent residence that have been denied.
The Adjudication Division handles immigration-related requests for persons who
are considered inadmissible to or removable from Canada under the Immigration
Act.
Existence of bilingual capacity required to provide continuous
service in both official languages
This office has about 100 positions, eight of them bilingual. The employees
who occupy the bilingual positions have achieved level C, and their bilingualism
tests are still valid. Both receptionists and the secretary are bilingual; there
are also three officers and two other replacement employees who are bilingual.
It should be mentioned that five of the 27 judges who sit on this administrative
tribunal are bilingual. There was no bilingual employee at the documentation
centre at the time of our visit; there was a bilingual employee available but
not located physically in the document centre. All the employees are regularly
informed of their language obligations.
Presence of work tools required for provision of service in both
official languages
According to the manager we met, the office has the work tools required to
provide service in both official languages. The office has some bilingual
keyboards. The business cards and some fax cover sheets are bilingual. We noted
that the office occasionally used cover sheets that were not bilingual. We were
told that after the audit all fax cover sheet macros in the computer system have
been corrected and
are now bilingual.
Comparability of services to the public in both official languages,
and availability of administrative arrangements as necessary
The services are essentially comparable and equal in quality, because there
is always at least one bilingual employee on duty to provide service in both
official languages. The office recently went from one bilingual position to
eight bilingual positions, so that it can provide continuous service.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both
official languages
The manager we met was well aware of his office's official languages
obligations.
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. The manager considers that the lack of complaints
constitutes a form of control.
Existence of mechanisms to assess client satisfaction
There are no mechanisms to assess client satisfaction.
Meetings with the representatives of the official language minority
community
There are no formal meetings with the official language minority community.
Use of the media
The regional office does not use the media. When there are newspaper
advertisements, they are prepared by head office, and they are bilingual.
Complaints concerning official languages
There have been no complaints concerning official languages in recent years.
Changes since the last audit
The last audit was conducted in March 1996. The situation has improved in
recent years: the number of bilingual positions has risen from one to eight.
However, the situation at the documentation centre is still precarious, because
there is no bilingual employee on duty.
Recommendations
Following the audit, it is recommended:
- that the employees be reminded of the importance of providing an
active offer of services in both official languages;
- that the office ensure that postings and signage in the
documentation centre are in both official languages.
6.2.5 Canadian Heritage
300 Georgia Street West, Vancouver
Burolis #: 15588
October 18, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
The telephone number for Canadian Heritage, listed in the Vancouver telephone
directory in both official languages, is 666-0176 (604). When we made our call
outside business hours, the telephone message was completely bilingual.
Active offer on the telephone during business hours
When we called the above number, we received an active offer and services in
French.
Active offer in person
When we visited the reception desk, we received an active offer and services
in French.
Visibility of the official languages symbol at all times
There was an official languages symbol at the reception desk. We also found a
number of symbols inside the Canadian Heritage offices.
Postings in both official languages at all times
The postings and signage were entirely bilingual. All temporary, permanent
and hand-written notices were in both official languages.
Availability of publications in both official languages
There are no local publications. All publications used come from head office
and are available in both official languages. They include documents on
multiculturalism, cultural industries, arts policy and official languages. The
documentation available in the office was either bilingual or published in both
English and French.
Use of both official languages on the Internet site
The Canadian Heritage Internet site (http://www.pch.gc.ca/)
is completely bilingual and very user-friendly. It describes the full range of
services provided by the Department. There is no specific Internet site for the
Vancouver office, but there are regular references to the regional offices at
various places on the national site. Often it even identifies a number of
contact points, indicating their functions and providing their E-mail addresses,
so it is possible to contact an officer in the regional office directly.
B) Service
Nature of the services provided by the office visited
The Vancouver office is a regional office, and it provides the full range of
programs and services, such as national policies and programs on broadcasting,
the cultural industries, the arts, heritage, official languages, Canadian
identity, Canadian symbols, multiculturalism, etc.
Existence of bilingual capacity required to provide continuous
service in both official languages
This office has about 40 positions, 27 of which are bilingual. The employees
occupying the bilingual positions have achieved level C, and a number even have
language exemption; there is only one employee who has not yet achieved level C.
These employees' bilingualism tests are still valid. The manager we met
nevertheless told us that it was hard to recruit bilingual employees in a
context where other factors, like diversity and representation of Aboriginal
peoples, also had to be taken into account.
Presence of work tools required for provision of service in both
official languages
According to the manager we met, the office has all the work tools required
to provide the service in both official languages. The office has bilingual
keyboards. The business cards, letterheads and fax cover sheets are all
bilingual.
Comparability of services to the public in both official languages,
and availability of administrative arrangements as necessary
The services provided are comparable and equal in quality, because there are
always a number of bilingual employees on duty to provide service in both
official languages, at all times of day.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both
official languages
The manager we met was well aware of her office official languages
obligations.
Existence of controls to ensure service is always provided in both
official languages
There are no specific controls to ensure that service is always provided in
both official languages. The manager considers that the lack of complaints
constitutes a form of control, and that the large number of bilingual positions
provides a guarantee that the services are always available in both official
languages.
Existence of mechanisms to assess client satisfaction
There are no mechanisms to assess client satisfaction.
Meetings with the representatives of the official language minority
community
Given its mandate, Canadian Heritage maintains very good relations with the
official language minority communities.
Use of the media
The regional offices uses the media. Canadian Heritage publishes
advertisements in such newspapers as L'Express du Pacifique; its
advertisements are published in English or in French, depending on the newspaper
used. Canadian Heritage also uses radio and television (CBC - English and
French) to inform the population of certain events.
Complaints concerning official languages
There have been no complaints concerning official languages in recent years.
Changes since the last inspection
The nature of the services has changed somewhat since the last inspection
(May 1997), because at that time Canadian Heritage also looked after the
national parks. We found that the number of bilingual positions has increased
from 15 to 27. Thus the language capacity is greater than in the past. At the
last inspection, Canadian Heritage was fulfilling all its official languages
obligations very well; the same situation prevails today.
Recommendations
No recommendations are necessary.
6.2.6 Royal Canadian Mounted Police (RCMP)
Langley Detachment
Burolis #: 30349
October 19, 2000
Audit results
A) Active Offer
Active offer on the telephone outside business hours
The telephone number for the RCMP Langley Detachment is listed in the
Vancouver telephone directory as 532-3200 (604). The office is open 24 hours a
day, so it is impossible to check whether an active offer is given outside
business hours.
Active offer on the telephone during business hours
When we called the above number, there was no active offer, but it was
possible to obtain services in French.
Active offer in person
When we went to the reception desk, we did not receive an active offer or
services in French. The manager told us that there was no active offer, and that
if someone wanted services in French, the person had to wait until an officer
was available. A detachment employee telephones a bilingual officer, and that
person provides the service on the telephone or in person if necessary. There
may be a wait of about thirty minutes.
Visibility of the official languages symbol at all times
We did not see an official languages symbol at the reception desk, or
anywhere else in the Langley detachment offices.
Postings in both official languages at all times
The postings and signage are partly bilingual. Very little information in
French is available. For example, at the building entrance, the hours and days
of operation are posted in English only. There is also the following statement,
in English only: "For confidentiality, please form a line here".
The building itself is identified only in English: Langley Police
Building. Inside, the temporary and permanent notices were in English only.
Availability of publications in both official languages
The documentation available was in English only; it included pamphlets on
crime prevention and on the block parent program. There was no documentation in
French.
Use of both official languages on the Internet site
The RCMP Internet site (http://www.rcmp-grc.gc.ca/)
is completely bilingual. It describes the full range of services provided by
Canada's national police force. In the important notices given on the first page
of the site, the Royal Canadian Mounted Police issue a notice related to
official languages; it says that it is "bound by the Official
Languages Act and relevant Treasury Board policies and all Royal
Canadian Mounted Police Site information is available in both French and
English. However, users should be aware that some information on external sites
to which we link is available only in the language in which it was
provided."
There is a specific Internet site for the Langley Detachment:
(http://langleyrcmp.uniserve.com/); this site is undergoing some changes and is
not currently available. The message states that the changes could take several
months. The site was unilingual English.
B) Service
Nature of the services provided by the office visited
The mandate of the RCMP is based on the authority and responsibilities
conferred on it by section 18 of the Royal Canadian Mounted Police Act: enforce
the laws, prevent crime, preserve peace, order and security. In Langley, the
RCMP provides police services to the municipality under contract.
Existence of bilingual capacity required to provide continuous
service in both official languages
The Langley Detachment has approximately 153 employees, 60 of whom are
attached to the municipality. There are no positions designated as bilingual in
this detachment. The manager we met said that there were bilingual employees,
and that there was always one on duty on all shifts. We were told that the
demand for services in French was minimal, and that most people spoke English in
Langley. If necessary, the Detachment would call on interpreters in an
emergency. They were not able to tell us whether any employees were taking
French courses.
Presence of work tools required for provision of service in both
official languages
According to the manager we met, the Detachment would take the necessary
action to respond to correspondence in French. The business cards are unilingual
English. The manager told us that the audit should take into account the context
in Langley, where there are almost no Francophones.
Comparability of services to the public in both official languages,
and availability of administrative arrangements as necessary
The services provided to the public are neither comparable nor equal in
quality in both official languages, because of the waiting time and the lack of
documentation in French.
C) Managers' Responsibilities
Knowledge of requirements regarding service to the public in both
official languages
The manager we met was not that well aware of her official languages
obligations, but she knew that the RCMP had an official languages policy.
Existence of controls to ensure service is always provided in both
official languages
There are no specific controls to ensure that the service is always provided
in both official languages. The manager considers that the lack of complaints
constitutes a form of control.
Existence of mechanisms to assess client satisfaction
There are no mechanisms to assess client satisfaction.
Meetings with the representatives of the official language minority
community
There are no contacts with the representatives of the official language
minority community.
Use of the media
The Detachment hardly ever uses the media, but when its does, it is in
English only.
Complaints concerning official languages
There have been no complaints concerning official languages in recent years.
Changes since the last audit
The last audit was conducted in March 1996, and at that time there was one
bilingual employee in the secretarial service. Just under 20% of the officers
were bilingual; that is no longer the case now. There has been no improvement in
the presence of French in terms of postings, publications or active offer. Since
our audit visit we have been advised that the RCMP has asked the Treasury Board
for an interpretation of this office's language responsibilities, alleging that
the only obligation was for the services provided at the Old Fort Langley
historic site under the Official Languages Regulations for nature of
the office. If the RCMP interpretation is accepted, all the elements audited at
the Langley office will have to be revised. Thus the auditors are unable to make
recommendations until this situation is resolved.
Recommendations
Because of the RCMP's request to the Treasury Board for an
interpretation, the auditors are not able to make recommendations.
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