Improvements on track

We were contacted by a Francophone woman after she tried to call Metrolinx. Although she chose the French phone line, she said the agent who took the call could only speak English. The agent asked if she was able to continue the conversation in English, which she declined to do. The agent then offered to use a translation service. The woman told us she found it unacceptable that an equivalent service was not offered in French at all times when calling an Ontario government agency.

We raised the issue with Metrolinx, which has begun the process of hiring six to eight bilingual agents to fill the bilingual staffing gap and has reminded its agents of the protocol for responding to Francophone clients. To date, Metrolinx is on track to meet this goal.

Learn more about the French Language Services Unit which answers questions and takes complaints about services in French.
Read about how we helped other people in our Selected cases.