Official Languages Committee on Oct. 8th, 2009

[Paul Côté]

It is not for us to question the client's perception of events. If somebody feels that this was the case, we respond to that perception. We cannot allow ourselves to question how somebody experienced a particular event.

Nevertheless, we checked the facts and the people who contacted us did so of their own volition. If the client is not satisfied and feels that he did not receive good service, we will follow up on the complaint.

[Yvon Godin, NDP, Acadie—Bathurst, NB]

You said that you consider yourself to be fully bilingual. If you heard an announcement in English, and your brain had already processed the message, you might not listen to the French message. Do you think that ? Is that a fair comment?

[Paul Côté]

Indeed, it is quite possible.

[Yvon Godin, NDP, Acadie—Bathurst, NB]

The person who filed the complaint did not get the message. I think that is the best way to approach this.

As you said, people perceive and process things differently. Perhaps that is what happened.

[Paul Côté]

That's the possibility.

[Yvon Godin, NDP, Acadie—Bathurst, NB]

We sometimes hear things. I remember going into a hotel once and saying in English “Do you have any rooms available?” To which the receptionist replied “I'm sorry, I don't speak French.” I am certain that I spoke English, but the receptionist was expecting me to speak French.

On another point, I tabled a bill to require that Supreme Court justices be bilingual. A unilingual English-speaking judge appeared before the committee and said that he had had outstanding interpretation services. But how can he be sure of that if he does not speak French? Legal interpretation is very difficult.

[Paul Côté]

Indeed.

[Yvon Godin, NDP, Acadie—Bathurst, NB]

I am just trying to point out that even if somebody sends a letter to say that the announcements were made in both languages, it could well be that he did not listen to the second announcement because his brain had already processed the message.

[Paul Côté]

It is certainly a possibility.

[Yvon Godin, NDP, Acadie—Bathurst, NB]

That is the point that I wanted to make.

[Paul Côté]

Thank you.

[Yvon Godin, NDP, Acadie—Bathurst, NB]

I would also like to sincerely congratulate VIA Rail. Continue with what you are doing because you're on the right track, what we need is recognition of the importance of providing service in both of Canada's official languages.

I do however feel that Mr. Petit is exaggerating when he says that there is a complete change of personnel at the Quebec border, although I do not know why he uses that term as Quebec is not a country. The NDP is aware of the reality of the situation and tabled a similar bill seeking to recognize the right to choose one's language of work so as to allow people to address their employer in their language and be served in their language.

You have no need to be concerned, Mr. Côté, because you claim to already provide your employees with this choice. All forms are available in both languages and if an employee wishes to speak to her boss, she can do so in the language of her choice. However, there is a problem in Quebec, as people are made to speak English. I think that it's what this bill is trying to remedy. I think that Mr. Petit went a little too far.

[Paul Côté]

Thank you.

[The Chair, Conservative, Steven Blaney]

Thank you, Mr. Godin.

The improvement is certainly noteworthy. The satisfaction rate stands at 99%, there was only one complaint in 2008 and service in the client's language of choice has improved in the wake of the problem with the browser.

I think that two members still wish to speak. They will each have a turn. I think that we have pretty much covered the subject.

The floor is yours, Ms. O'Neill-Gordon.

I think you want to speak. Then Mr. Nadeau can conclude this session.

[Tilly O'Neill-Gordon, Conservative, Miramichi, NB]

Thank you, Mr. Chair.

Welcome this morning.

I certainly want to congratulate you on the pride you take in providing bilingual services as well as you can. I understand it's pretty well 100%, and I guess it only takes one, as all Canadians are more aware of it.

When it happened, did you hear anything from the Minister of Transport, Mr. Baird, or Mr. Merrifield?

[Paul Côté]

We did indeed, particularly due to the public announcement that was made by our designated public affairs person. I think they did the right thing. I would have done exactly the same thing. It was absolutely unacceptable and contrary to our policy. That's basically what both ministers asked the chairman and me to clarify. We responded to them by reconfirming our commitment to the official languages and outlining the action plan we put in place to correct that.

[Tilly O'Neill-Gordon, Conservative, Miramichi, NB]

Okay. So they wanted to know how you were going to fix this to avoid any further action.

[Paul Côté]

Absolutely.

[Tilly O'Neill-Gordon, Conservative, Miramichi, NB]

Thank you.

Can you provide us with a report of your plan going forward?

[Paul Côté]

Yes. We can certainly put together a document outlining what we have done further to the incident and investigation--the press release and internal communications.

[Tilly O'Neill-Gordon, Conservative, Miramichi, NB]

Yes, include what measures you have taken to ensure it won't happen again.

[Paul Côté]

We'll make note of that and make sure the committee gets this.

[Tilly O'Neill-Gordon, Conservative, Miramichi, NB]

Thank you.

[Paul Côté]

Thank you, Mrs. O'Neill-Gordon.

I'll now turn to Mr. Nadeau.

[Richard Nadeau, Bloc, Gatineau, QC]

Thank you, Mr. Chairman.

Can the investigation be carried out after the incident be made public?