A recent report from Ontario’s ombudsperson office highlights deficiencies in French-language services provided at ServiceOntario locations, failing to meet the province’s obligations to French-speaking residents.
Titled “In search of services in French,” the report, released on Thursday, points out significant issues in the delivery of French services at mandated locations. Commissioner Carl Bouchard identified concerns such as staff confusion regarding the necessity of French services, reliance on translation tools and external staff, inadequate audits, and lack of oversight on third-party operators.
During a news conference at Queen’s Park, Bouchard emphasized the importance of language rights, stating that they are not mere formalities but constitutional and quasi-constitutional values. ServiceOntario, responsible for issuing essential documents like driver’s licenses and health cards, was scrutinized through the review of over 1,000 documents, nearly 70 interviews, and visits to more than 20 locations across the province.
French languages services commissioner Carl Bouchard initiated the investigation following a surge of complaints related to ServiceOntario sites in April 2025. (CBC)
The investigation revealed instances where individuals were denied services in French, faced challenges with translations, or were asked to return another day for assistance, highlighting the ongoing issues faced by French-speaking Ontarians.
Commissioner’s Concerns and Recommendations
Following an investigation triggered by a series of complaints, Commissioner Bouchard expressed concerns about the Ministry of Public and Business Service Delivery and Procurement, which oversees these service centers. The ministry received a high volume of complaints, with most concerning ServiceOntario operations.
Under the province’s French Language Services Act (FLSA), individuals have the right to communicate in French and receive services in French from any government office or legislative institution.
A spokesperson from the Ministry of Public and Business Service Delivery and Procurement assured ongoing efforts to uphold high standards and expand French-language services in Ontario. (Yan Theoret/CBC)
Advocates, like Jean-Claude N’Da from the Association of Francophone Communities of Ontario in Toronto, stress the importance of quality services provided in the correct language to ensure dignity and equal access for all Ontarians.
The report included 25 recommendations to enhance French-language service delivery and support Francophones across the province. The Ministry of Public and Business Service Delivery and Procurement, along with the Ministry of Francophone Affairs, have accepted most recommendations to address these issues.
Efforts are underway to improve oversight, bilingual staffing, and employee training to ensure consistent service delivery, emphasizing the government’s commitment to meeting the linguistic needs of Franco-Ontarians.
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