安大略省监察专员办公室的一份新报告指出，ServiceOntario服务点的法语服务未能达到该省对法语使用者安大略省民的义务。
French-language services at ServiceOntario locations fall short of the province's obligations to French-speaking Ontarians, according to a new report from the office of Ontario's ombudsperson.
该报告名为《寻找法语服务》，于周四发布，法语服务专员卡尔·布沙尔发现，在必须提供法语服务的地点，法语服务的提供存在“重大问题”。
In the report titled, In search of services in French, released Thursday, French language services commissioner Carl Bouchard found "significant issues" in how services are delivered in French at locations where they are required to be offered in the language.
布沙尔的调查结果包括：一线工作人员对是否需要提供法语服务感到困惑，依赖翻译工具和其他机构的工作人员，审计质量不高，以及对第三方运营商缺乏监督。
Bouchard's findings include confusion among front-line staff about whether French services were required, a reliance on translation tools and staff from other agencies, sub-par audits and little oversight of third-party operators.
“ServiceOntario是安大略省政府的入口，也是安大略省民日常生活中不可或缺的一部分，”布沙尔周四在皇后公园的新闻发布会上用法语表示。
"ServiceOntario is an entryway to the government of Ontario and an essential part of everyday life for Ontarians," said Bouchard in French at a news conference at Queen's Park Thursday.
“当我们谈论语言权利时，我们谈论的是宪法和准宪法权利与价值观，”布沙尔说。“这些既不是建议，也不是单纯的行政形式。”ServiceOntario负责签发驾驶执照、健康卡、出生登记、许可证和证明文件。布沙尔表示，调查人员为撰写该报告审阅了超过1000份文件，进行了近70次访谈，并走访了全省20多个地点。
"When we talk about language rights, we are talking about constitutional and quasi-constitutional rights and values," said Bouchard. "These are not suggestions, nor are they mere administrative formalities." ServiceOntario issues driver's licences, health cards, birth registrations, permits and certificates. Bouchard said investigators reviewed more than 1,000 documents, conducted nearly 70 interviews and visited more than 20 locations across the province for the report.
调查中详述的事件之一是，一名女性在柜台被拒绝提供法语服务，随后被其他顾客告知她正在骚扰工作人员。
Among the incidents detailed in the investigation was a situation where a woman was denied services in French at the counter and was then told by other customers that she was harassing staff.
布沙尔表示，另一起事件中，一名男子被要求大声朗读其雇主的一封信，信中详细说明了其临时居民身份。他还说，其他客户被迫使用手势交流，或被直接拒绝服务，并被要求次日再来。
In another instance, Bouchard said a man was required 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.
投诉趋势：委员布沙尔在2025年4月启动调查，原因是委员所说的涉及公共与商业服务交付及采购部（该部门负责运营服务中心）的“趋势”性投诉。
Trend of complaints: commissioner Bouchard launched an investigation in April 2025 after what the commissioner referred to as a "trend" of complaints involving the Ministry of Public and Business Service Delivery and Procurement, which runs the service centres.
委员表示，该部门每年收到的投诉数量居高不下，且几乎所有案件都涉及ServiceOntario。
The commissioner said the ministry had one of the highest number of complaints each year, and that nearly all of the cases involved ServiceOntario.
根据安大略省《法语服务法》（FLSA），个人有权用法语与任何政府机构或立法机构机构的办公室进行交流，并有权获得该机构提供的法语服务。
According to the province's French Language Services Act (FLSA ), individuals have the right to communicate in French with, and to receive available services in French from, any office of a government agency or institution of the legislature.
多伦多法语社区协会（该协会致力于推动多伦多地区更好的法语服务）主席让-克洛德·恩达表示，以正确语言获得服务非常重要。
Jean-Claude N'Da, president of the Association of Francophone Communities of Ontario in Toronto, which advocates for better Francophone services in Toronto, says access to the services in the correct language is important.
他说：“这是我们的权利，但这也是关于获得良好服务的问题……这是关于服务质量的问题。”恩达表示，他及其组织对委员发布报告感到高兴，并欢迎改进。
"It is our right, but it is also a question of having good services … it is about the quality of services," he says. N'Da said he and his organization are happy that the commissioner has released the report, and welcome improvements.
他说：“安大略省的每个人都希望得到良好的服务。” “这是一个尊严的问题。”
"Every person in Ontario wants to be well served," he said. "It is a question of dignity."
委员向部门提出25项建议：报告中包含布沙尔提出的25项建议，旨在更好地支持全省法语使用者并加强法语服务交付。这些建议包括：明确哪些地点提供法语服务、追踪双语员工配置情况，以及将应急计划仅限于特殊情况。
Commissioner issued 25 recommendations to ministry The report included 25 recommendations from Bouchard to better support Francophones throughout Ontario and strengthen French-language service delivery. These include clarifying which locations serve French-speaking locations, tracking bilingual staffing and limiting contingency plans to exceptional circumstances.
报告指出，公共与商业服务交付及采购部和法语事务部已接受25项建议中的18项，并承诺审查尚未解决的问题及旨在解决这些问题的建议。
According to the report, the Ministry of Public and Business Service Delivery and Procurement and the Ministry of Francophone Affairs have accepted 18 of the 25 recommendations and committed to reviewing the outstanding issues and recommendations intended to address them.
公共与商业服务交付及采购部在一封电子邮件中表示，已加强监督，并正在加强双语人员配备和提升员工培训，“以帮助在出现突发问题时维持服务。”
The Ministry of Public and Business Service Delivery and Procurement said in an email that it has increased oversight and is strengthening bilingual staffing and enhancing employee training "to help maintain services when unexpected issues arise."
“法语安大略人应能够以他们选择的语言获取他们依赖的政府服务，”媒体顾问乔伊·吴表示。“我们的政府将继续要求服务提供商达到最高标准，并在安大略全省扩大法语服务的可及性。”安大略老年护理专家呼吁省政府为“缺失中间层”住房提供资金。CBC新闻曾联系法语事务部置评，但未在出版前得到回复。
"Franco-Ontarians should be able to access the government services they rely on in the language of their choice," said media advisor Joey Wu. "Our government will continue holding service providers to the highest standards and expanding access to French-language services across Ontario." Ontario seniors care experts call on province to fund 'missing middle' housing CBC News reached out to the Ministry of Francophone Affairs for comment but did not hear back in time for publication.
报告指出的主要问题之一是，公共与商业服务交付及采购部与受第三方承包的ServiceOntario地点之间存在沟通不畅，以及对这些情况缺乏监督。
One of the major issues identified in the report is miscommunication between the Ministry of Public and Business Service Delivery and Procurement and ServiceOntario locations contracted to third-parties, as well as lack of oversight for those cases.
据布沙德称，其约30%的服务点由部门直接运营，而约70%由第三方运营。
According to Bouchard, approximately 30 per cent of its service locations are operated directly by the ministry, while approximately 70 per cent are operated by third parties.
“部门对第三方运营商提供的支持很少或没有，以帮助他们履行语言义务，”布沙德说。“不可接受”：法语居民根据《法语服务法》，安大略省有25个地区被指定为人们有权获得省级政府法语服务的地区。
"The Ministry provides little or no support to third-party operators to help them meet their linguistic obligations," said Bouchard. 'Not acceptable': Francophone resident There are 25 regions of Ontario specified under the FLSA as areas where people have the legal right to receive provincial government services in French.
马特·杜蒙居住在这些地区之一：查塔姆-肯特，这是一个由《法语服务法》指定的ServiceOntario服务区。她告诉CBC新闻，她亲身经历了法语服务的缺失。
Marthe Dumont lives in one such area: Chatham-Kent, an area serviced by a designated ServiceOntario under the FLSA. She told CBC News she has experienced a lack of French language services first-hand.
杜蒙说，7月初，她和丈夫前往一家ServiceOntario办理健康卡和驾驶执照的更新。杜蒙说，当时没有人能用法语为他们提供帮助。相反，杜蒙说她被提供了口译服务，但她拒绝了。
In early July, Dumont says she and her husband were visiting a ServiceOntario to renew her health card and driver's licence. Dumont says there was nobody who could assist them in French. Instead, Dumont says she was offered interpretation services, which she declined.
“这是我的母语，这是我思考的方式，我的大脑就是这么连接的，”她说，并补充说她的配偶说法语，需要她的帮助才能在英语环境中进行交流。
"This is my mother tongue, this is the way I think, my brain is wired that way," she said, adding that her spouse is French-speaking and requires her help to communicate in English-speaking environments.
“在2026年，为了获得法语服务而挣扎是不可接受的。”CBC新闻已联系公共事务和商业服务交付及采购部，就此事置评。
"It is not acceptable in 2026 to have to struggle to receive services in French." CBC News has reached out to the Ministry of Public and Business Service Delivery and Procurement for comment on the incident.