Author Description

This report is a follow-up to a 1994 study to determine the extent to which federal offices which are designated bilingual provided good quality service in English and in French in Ontario outside the National Capital Region. Its purpose is to determine if the recommendations made in 1994 brought results and to correct effectively any deficiencies in the offices in question. Special attention was paid in the study to agencies which provide key services under the Official Languages Act Regulations, such as Canada Post, Revenue Canada, and Human Resources Development Canada. Investigators telephoned & visited relevant agencies to determine availability & adequacy of services in French. Results are presented with regard to such matters as signage, documentation, use of bilingual greetings by staff, quality & courtesy of service, staff awareness of language policies, and public communication of the availability of French-language services. The report concludes with recommendations for improvement & a summary agency responses.