Chapter 2

A Human Story

2.2 Disadvantaged populations

Ontario’s Francophones are in the same position as many other minorities: they constantly have to assert themselves and claim their place in society. If they fail to do so, they lose ground.

Among the allies on which citizens can rely in their continuous quest for equity is, of course, the Office of the French Language Services Commissioner. When it receives allegations that are of concern, the Commissioner’s Office initiates an investigation process, and where applicable, a resolution process.

However, to borrow a quotation from researchers that appeared in the 2009-2010 Annual Report, “Not all Francophones can be full-time activists.” Many citizens will hesitate to assert their right to be served in French for the simple reason that they are in a particularly vulnerable situation. For example, they may feel intimidated when they go to court, or a member of their family is ill and their priority is to obtain appropriate medical care. A great deal of work has certainly been done to facilitate access to French-language services for vulnerable groups, as illustrated in the sections of this chapter. Nevertheless, as noted in the 2008-2009 Annual Report, “the number of complaints [by these groups] is not necessarily a reliable indicator of whether there are problems.”

This issue is of concern to the Commissioner, because there is no doubt that people who are in desperate need but are silenced by their disadvantaged status face infringements of the French Language Services Act every day. For instance, just a few months ago, the Commissioner’s Office learned of the case of a Francophone woman whose children were placed with a unilingual-English foster family. There is also the case of a marginalized Francophone who was only offered English-language rehabilitation and addiction treatment programs. And the Commissioner’s Office has seen many other variations on the same theme since it was established six years ago.

This in particular is why the Commissioner has been preaching from the outset about active offer by agencies that are tasked with providing government services — a spontaneous, proactive announcement that service in French is available, which immediately suggests fair and dignified treatment. The principle of active offer is explained in detail in section 4.1 of the Commissioner’s first annual report.

That is also why the Commissioner puts so much emphasis on prevention and on incorporating French-language services into government programs and services in the planning stage. These principles are also described in the first report and form a leitmotiv that runs through every subsequent annual report.

The Commissioner does manage to meet with some disadvantaged citizens on his tours of communities — for example, sexual assault and/or domestic violence victims in Timmins and Toronto, seniors in Sudbury, and children with learning, hearing or visual disabilities in Ottawa.

But that is not enough. It is essential for government agencies to understand that disadvantaged citizens who file complaints are exhibiting a kind of heroic courage that cannot be expected from ordinary mortals.

Thus, the challenge for the Commissioner’s Office in the next few years will be (1) to identify and continue reaching the members of disadvantaged populations, so that they know where to turn for support, and (2) to support and stimulate efforts by government agencies and organizations that provide services on the government’s behalf, so that being a Francophone in a vulnerable situation is no longer a barrier but a catalyst to the provision of effective, appropriate and, above all, comforting assistance.