ServiceOntario lagging in French-language needs: Ombudsman

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The office of Ontario’s ombudsperson says French-language services at ServiceOntario fall short of the province’s obligations to its francophones, CBC reports.

A report titled In Search of Services in French, released Thursday by French language services commissioner Carl Bouchard, found “significant issues” in how services are offered in French at required locations. Findings included confusion among frontline staff about French services being required, reliance on translation tools and staff from other agencies, poor audits and little oversight.

“ServiceOntario is an entryway to the government of Ontario and an essential part of everyday life for Ontarians,” Bouchard said in French at Queen’s Park on Thursday. “When we talk about language rights, we are talking about constitutional and quasi-constitutional rights and values. These are not suggestions, nor are they mere administrative formalities.”

The report detailed an incident where a woman was denied services in French at the counter and was told by other customers she was harassing staff.

Bouchard said another man had to translate a letter from his employer aloud, which detailed his status as a temporary resident. Other clients, he said, were forced to use hand gestures or refused service outright and asked to come back the next day.

2025 investigation

Bouchard launched a probe in April 2025 after what he called a “trend” of complaints about the Ministry of Public and Business Service Delivery and Procurement, which runs ServiceOntario. He says the ministry had one of the highest number of complaints each year, with almost all of them about ServiceOntario.

According to Ontario’s French Language Services Act, individuals have the right to communicate in French with, and to receive services in French from, any office or government agency or institution of the legislature.

Bouchard’s report included 25 recommendations for more support for Francophones throughout Ontario and better French-language service delivery. It urged ServiceOntario to clarify which locations offer bilingual services, track bilingual staff and limit contingency plans. It said the ministry has accepted 18 of the 25 recommendations and intends to address them.

“Franco-Ontarians should be able to access the government services they rely on in the language of their choice,” ministry media advisor Joey Wu told the CBC. “Our government will continue holding service providers to the highest standards and expanding access to French-language services across Ontario.”

btowie@postmedia.com