French Language Services Policy

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This policy sets out the Ontario Trillium Foundation's (OTF) commitment to offer services in both English and French and to comply with the French Language Services Act of Ontario (FLS Act).


This policy applies to all OTF programs, functions and departments.


Applicants are entitled to timely and competent service in English and French. OTF is committed to provide appropriate services to the francophone community and complying with the appropriate legislation.


The Ontario Trillium Foundation is committed to offering services in both English and Frenchto the public and ensuring compliance with the French Language Services Act of Ontario which guarantees to all persons and corporate entities the right to receive services in French from our head office and our regional offices in designated areas. The Foundation recognizes the needs and expectations of the francophone community of Ontario and endeavours to achieve total quality services in French in designated areas of the province (see section 5) while enabling francophones in non-designated communities to benefit from some of these services. 

Although OTF's internal working language is English, the Foundation will endeavour to make appropriate resources and materials available in French in order to facilitate the participation of francophone volunteers in the business of the Foundation.

4.1 Oral Communications

The Foundation's francophone clients in designated areas will have prompt access to quality French services, from initial greetings and front-line assistance, to program and grants expertise. They will possess the necessary linguistic skills to communicate information in a competent and timely fashion. 

In FLS designated areas, public forums, such as information sessions, consultations and award ceremonies will include an equivalent French language component in order to allow francophone participants to contribute freely without encountering any hardship.

4.2 Written Communications

All information material provided to the public for display or distribution will be available simultaneously in English and in French and will be equal in quality and content. This includes, but is not limited to: signage, stationery, public notices and announcements, advertisements, public relations material and forms. Publication exemptions from the FLS Act must be minimal and discussed with the French Language Services Coordinator (currently the Director Human Resources).

Francophone groups or individuals will receive information in their language of choice.

All correspondence or messages received in French by the Foundation should be replied to in French following the same standards as those established for English correspondence.

4.3 Electronic Communications

All forms of electronic communication intended for the public, i.e. Internet or World Wide Web pages, CD-ROMs, and selected software packages will have parallel applications in French. The French language version will be equivalent in quality and content to the English version. Electronic mail will follow the same principles as any other form of public correspondence. It will take place in the client's language of choice (French or English).

4.4 Voice mail

Automated telephone services will be consistently available to francophone clients throughout the Foundation's communication system, including the interactive voice response system. Voice-mail of employees in designated positions will provide information in both French and English. 


5.1 Catchment Areas outside FLS Designated Areas:

Durham; Waterloo, Dufferin and Wellington; Grey, Bruce, Huron, Perth; Grand River 


6.1 Accountability

6.1.a Chief Executive Officer

The overall responsibility for the provision of quality French language services rests with the CEO of the Foundation.
While this ultimate responsibility cannot be delegated, all directors and employees who provide services to clients in designated areas are answerable for the delivery of French language services as part of their professional obligations, in accordance with established performance standards related to both the core responsibilities of the position and the core values and culture of the Foundation.

6.1.b French Language Services Coordinator 

The Coordinator acts as expert resource and strategic advisor on French language services and plays a pivotal role in the planning, development, implementation and monitoring of French language services. This position is a vital link capable of meshing the interests of the francophone community, its needs, issues and priorities with the directions of the Foundation and those of the relevant provincial ministries and the Office of Francophone Affairs of Ontario.

6.1.c Department Heads and Regional Directors

Department Heads and Regional Directors are responsible for the delivery of quality services in French in the head office and in designated areas. This responsibility applies to staff reporting to them or to external service providers, when applicable. They will put in place the service delivery mechanisms, budgets and channels of communication to meet the French Language Services requirements. They will consult with the French Language Services Coordinator in developing program and service delivery mechanisms which will satisfy the Foundation standards, government standards, and will meet the needs of the local francophone community.

6.1.d Employees

All Foundation's employees are accountable to their directors for the satisfactory performance of their duties in accordance with Foundations rules and guidelines. This includes the quality delivery of French services in:

  • Designated positions: Incumbents of designated positions are expected to offer competent customer services in English and in French.
  • Designated areas: All Foundation's employees are expected to be familiar with French language services obligations, especially those working in or serving designated areas. They should know how to handle requests for services in French

6.2 Complaints 

All complaints received verbally or in writing must be copied to the Department Head or Regional Director at the Foundation and the French Language Services Coordinator who is responsible for its investigation and its resolution.

The French Language Services Commissioner inquires into all complaints filed by members of the public regarding the provision of French language services - (

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