The importance of Active Offer of French-Language Services by Ontario Government Agencies
Although Ontario government agencies aspire to excellence in customer service, they do not necessarily put the proper resources in place when it comes to serving Francophone communities. The majority of the complaints that the Commissioner’s Office receives about them are of a systemic nature and have to do with the lack of active offer of French-language services, and this, despite the fact I recommended to the government to act in this regard in my 2009-2010 Annual Report.
Yet the concept of active offer is critical if they wish to provide all their clients with services of equal quality. Active offer is also the fruit of long-term, results-oriented planning. It must be incorporated into the development of all government programs and services, whether they are provided directly by the government or indirectly through public-private partnerships or some other type of contractual arrangement.
For all of those reasons, the active offer of French-language services is central in my 2012-2013 Annual Report. I invite you to refer to the section on direct services of this report for more information on this matter.