Official Languages Committee on Oct. 20th, 2009

[The Chair, Conservative, Steven Blaney]

Allow me to welcome you to the 34^th meeting of the Standing Committee on Official Languages.

Pursuant to Standing Order 108(2), a study of the official languages policy of the Canada Border Services Agency,

we have the pleasure of welcoming this morning the Vice-President of the Human Resources Branch, Ms. Camille Therriault-Power, as well as Mr. Pierre Paquet, Director, Learning Delivery, both of whom are from the Canada Border Services Agency.

Welcome to the committee and thank you for having accepted our invitation. Without further ado, I would call upon you to make your opening statement.

[Camille Therriault-Power, Vice-President, Human Resources Branch, Canada Border Services Agency]

Good morning everyone.

I would like to thank the chair and the committee for giving me the opportunity to describe the approach of the Canada Border Services Agency with respect to Canada's official languages policy.

In all that it does, the CBSA champions values of integrity, professionalism and respect. These are the principles that focus our work as we protect Canadians from threats at the border and facilitate legitimate travel and travel.

These values are particularly evident in the character of more than 13,000 officers and staff, many of whom operate in both official languages throughout every working day.

The CBSA is Canada's first face in greeting visitors and returning Canadians alike. We recognize the importance of offering services in both official languages, not only as a representation of our national character, but also as an acknowledgement of the right of all Canadians to use the official language of their choice.

Each year, 95 million travellers cross our borders. Of these, roughly 20 file a formal official languages complaint for lack of greeting or service in both official languages.

In proportion to the whole of the traveller experience, this rate of complaint is not large. However, individually, each of these complaints is cause for concern and swift address. But more to the point, we are constantly striving to mitigate such incidents, and keep the number of complaints to a minimum.

How we manage it is through a combination of training, policy and oversight that encourages a strong culture of bilingual service at ports across the country. As we prepare for the 2010 Olympic and Paralympic Games, the issue of language of service is understandably prominent and the CBSA takes its responsibilities very seriously.

With respect to training and HR, the process begins early, in training at our facility in Rigaud, Quebec. Training is offered in English and French. Sessions are organized in the preferred language of the candidates, according to the agency's needs for bilingual border services officers.

The Rigaud facility instills a natural sense of linguistic balance in our recruits. All candidates train and test in the language of their choice, and all learning tools and reference materials are available in both official languages.

It is worth noting that the CBSA has received only one complaint related to the Port Of Entry Recruit Training Program or POERT as we like to call it. The ensuing investigation by the Office of the Commissioner of Official Languages concluded that there was no evidence to suggest that a choice had been denied with respect to the language of training and the complaint was closed.

From the formative experience of our training facility, our recruits go on to postings across the country and the importance of language of service quickly becomes a practical matter.

We have raised the linguistic requirements for BSOs and superintendents across Canada. Our BSOs now need to have a BBB profile on appointments, while the profile of bilingual superintendents has recently been raised to the CBC level in bilingual regions.

In the case of our existing border services officer workforce, a learning plan has been developed region by region in order to ensure that all officers have an opportunity to reach this new level.

Given the number of officers working continuously across the country--as you know, the border doesn't close, so we have a shift operation that operates 24/7--not to mention the sheer volume of traffic at the border, occasional lapses in delivery of services in both official languages may occur. However, I think the key is to ensure that service is available in the language of choice of the traveller.

CBSA staff at airports and border crossings take their obligations under the Official Languages Act very seriously. We are committed to ensuring that travellers can communicate with our staff and obtain services in the official language of their choice.

The Canada Border Services Agency has 159 offices designated bilingual for communications with the public, from a total of 264 offices. At our designated offices we ensure service in both official languages is offered through signage as well as bilingual communication with travellers. Since we are a 24/7 operation, services must be available at all times.

To further guarantee that bilingualism and CBSA values are reflected in Canada's border services officers many initiatives have recently been implemented.

The CBSA regularly distributes reminders regarding our official language obligations. We have French-language instructors on site at several locations, for example, at Lester B. Pearson International Airport, as well as at the Vancouver Airport and at the Rigaud Learning Centre providing telephone language tutoring across the country.

In 2008-2009, more than 75 awareness sessions on our official language obligations were delivered across the country.

Pocket translators have been distributed in all regions.

Software and online courses have been developed and are available to all regions.

We have put procedural measures in place to ensure official language service is readily available—for example, a unilingual officer will contact a bilingual officer or bring the traveller to the bilingual officer.

As noted, the service provided by our officers at the border constitutes the first moment of the Canadian experience. Whether it involves a returning Canadian or a first-time visitor, it is essential that this activity reflect our linguistic identity.

The upcoming Olympic and Paralympic Winter Games are sure to be a test of this requirement as never before. The games are expected to attract more than 6,500 athletes and officials from over 80 countries, 1,700 Paralympic athletes and officials from over 40 countries, 80,000 volunteers and members of the paid workforce, 10,000 media, and over 260,000 visitors.

Throughout the 2010 Games, the CBSA will ensure that it is able to deliver its current level of integrated border services and continue to balance its mandate of facilitation and security.

Behind the scenes, the CBSA has created the Olympic and Paralympic Task Force, which is working closely with all key stakeholders to ensure that bilingualism will form an integral part of the service provided. For example, CBSA has partnered with Western Economic Diversification Canada and the Société de développement économique de la Colombie-Britannique to present all visitors going through British Columbia's CBSA main points of services with a bilingual brochure promoting cultural events in the francophone community, as well as a map of the downtown core and Olympic Games venues.

To make certain that we are able to meet our obligations under the act, the agency has assigned more than 30 bilingual border services officers to points-of-entry in British Columbia, while 10 will be assigned to the greater Toronto region.

Our preparation for the games has been thorough in every respect. This event is an opportunity to demonstrate the best of Canada's public service to a global audience. The importance of doing this in accordance with the provisions of the Official Languages Act cannot be overstated.

On September 15, 2009, the Commissioner of Official Languages presented a follow-up report to his study, entitled "Raising our Game for Vancouver 2010: Towards a Canadian Model of Linguistic Duality in International Sport", which was first released in December 2008.

The CBSA has welcomed the commissioner's report, which provides insightful information on our accomplishments and efforts to provide services to the public in their official language of choice during this important event.

Furthermore, the CBSA is committed to implementing the recommendation made by the OCOL regarding the creation of a partnership with the other institutions involved. To wit, the CBSA recently hosted a conference call with CATSA, Air Canada and the airport authorities to share our respective best practices.

A second meeting will be held in mid-November to pursue the implementation of this recommendation.

While I'm proud of the agency's record on official languages, we will always strive for greater success. There is always room for improvement, and opportunities like this allow us to gain a renewed appreciation for the importance of official languages in the delivery of our services.

I look forward to the questions and input of the committee.

Thank you.

[The Chair, Conservative, Steven Blaney]

Thank you very much, Ms. Therriault-Power.

Mr. Paquet, are you ready to take questions?

[Pierre Paquet, Director, Learning Delivery, Canada Border Services Agency]

Absolutely.

[The Chair, Conservative, Steven Blaney]

Very well then.

We will begin our first round with Mr. D'Amours.

[Jean-Claude D'Amours, Liberal, Madawaska—Restigouche, NB]

Thank you, Mr. Chair.

This morning, I want to focus on the single and only complaint that you claim was received. We will see as time goes on if it remains the only one.

One of my constituents, among many, experienced some difficulties with the CBSA Learning Centre located in Rigaud. I will describe the issue and see how you react to it. The commissioner may have done some work, and I do mean "some work"—because it appears that the staff was changed. We will see how these things are treated in the future.

When a complaint was lodged, a woman, Ms. Allison Rodriguez, an employee from the Psychology Section in Fredericton, New Brunswick, called her with respect to a psychological assessment that had to be carried out before going to Rigaud. I believe that this is the norm. My constituent asked why she was not able to take the test and do the course in French, because she is from a francophone region. She was told that the results from the test would take too much time to obtain, and in any case, she is able to speak English.

New Brunswick is not an anglophone province, but a bilingual one. Edmundston is even more French-speaking than many other regions in the province. Perhaps there are more francophones in certain regions located in my colleague's, Mr. Godin's riding, but I can guarantee you that there are many francophones in my constituency.

I, for one, have had problems in Canadian airports; even after having specifically requested French-language services, even after I spoke French more than once. I was forced to specifically ask for services in French, whereas I was only speaking in French.

This is a similar case. This citizen had to take the test and ask if she could do so in French; but she was told that it would take too long, and that she spoke English anyway. I also speak English, but I have rights, and if I request to be served in French, that should be provided automatically.

I would like to hear your comments on this matter.

[Camille Therriault-Power]

In my opinion, you are raising two issues. The first pertains to the complaint involving the Learning Centre in Rigaud, and the other concerns the active offer of bilingual services at points of entry.

I will ask Mr. Paquet to answer the first question, and then I will address the second one.

[Pierre Paquet]

Thank you for your question.

Indeed, in 2008, we received a complaint from a participant of the Point Of Entry Recruit Training Program. As Ms. Therriault-Power explained, the recruitment program is comprised of two parts. There is the hiring phase which takes place in the region. In this particular case, we are talking about the Atlantic region. Once the candidate qualifies, he or she is transferred to the Learning Centre of the CBSA in Rigaud to take part in a 10-week training program.

We worked in concert with the Office of the Commissioner of Official Languages on this particular complaint, and he concluded that, from a recruitment perspective, the CBSA had not committed an error, and had made the active offer to provide training in one or the other official language.

[Jean-Claude D'Amours, Liberal, Madawaska—Restigouche, NB]

Mr. Paquet, do you think it is normal for a French-speaking Canadian citizen to be told that French-language results would take too long to obtain, and that she should take the test in English so as to expedite things? Set aside the complaint and let us talk about these comments. Do you think such comments are acceptable?

[Pierre Paquet]

I do not want to make any comments on those specific remarks. It is obvious that the allegations of the complainant are such that, to her mind, she was not given the chance to receive training in either French or English.

[Jean-Claude D'Amours, Liberal, Madawaska—Restigouche, NB]

Let us begin at the beginning on day 1. We are not in Rigaud yet, we are far from being in Rigaud. I gave you an example of what I had to go through at Ottawa airport when I spoke in French twice after which I had to demand services in French from a supervisor. He asked me if I had requested service in French. When I speak out in French twice in a row, it is quite clear that I would like to receive service in French.

The official languages commissioner said that service should be offered proactively and not in a reactive way. If someone asks why he cannot take tests in French, do you think that he should normally get the answer that his tests will go more quickly, and because he speaks English, he should continue in English?

[Pierre Paquet]

First, let us get one thing straight. You are telling me very generally that our commitments are fairly clear. Any person who wants to be hired by the Canada Border Services Agency as a border agent can choose the language of his or her training, be it English or French. In Rigaud, we give courses in both languages. Training is given either in French or in English, following an established schedule. The possibility of having access to training in French is always available in Rigaud at different times of the year.

[The Chair, Conservative, Steven Blaney]

Thank you, Mr. D'Amours.

Now we will continue with Mr. Nadeau.

[Richard Nadeau, Bloc, Gatineau, QC]

Thank you, Mr. Chairman.

Ms. Therriault-Power, Mr. Paquet, good morning.

I would like to read out to you a letter addressed to the official languages commissioner:

Mr. Commissioner, through this letter, I wish to file a complaint against the Canadian Transport Security Authority Agency (CATSA) at the Macdonald-Cartier airport in Ottawa, pursuant to section 58 of the Official Languages Act. On Friday, October 9, 2009, around 4 p.m., at the Macdonald-Cartier airport in Ottawa, I was walking toward the boarding gates before going through security. Both of the employees who were there told me that they did not speak French “We don't speak French”, after I had asked for service in French. Both employees were looking down on me, as they immediately took me for someone who wants to assert himself and to give them trouble. I need not tell you that I was not happy, I was furious, all the more so because I had before me a little poster telling me that I can ask for service in French. Neither of the two employees even deigned to offer me to go get someone who spoke French to serve me. I felt like a second-class citizen. It is already frustrating enough that I should have to request service in my language, which is French, an official language in our country Canada, but in addition to that, two employees who were not bilingual made things even worse by their arrogant attitude. I do not accept that. There are some limits. Suddenly, at the very end of the process, another employee came up to me and offered me French service. This situation is unacceptable [...]

I filed this complaint. In fact, on last October 9, I was going to Vancouver to look into the state of French language services for the Olympic Games. The adventure began in Ottawa. Can you explain to me how come employees in Ottawa tell me: “We don't speak French”?

[Camille Therriault-Power]

A fair percentage of our employees at Ottawa airport are bilingual. I have not yet seen the letter, but we will investigate to see what happened and we will correct this.

[Richard Nadeau, Bloc, Gatineau, QC]

You must note that we have only five minutes and that that includes my question and your answers.

I was expecting more problems in Vancouver, thinking that it's less francophone there, but that was not the case. As soon as I asked to be served in French, the process was triggered, in other words someone went to enquire and another person arrived to serve me, all in the space of a minute. But in this case I, of course, did not make a step forward until I had obtained the service and that delayed a number of people. I can manage, I can endure this type of stress, but if someone were unwilling, I could imagine how they would feel.

These were young staff members who, I would imagine, probably did not have much seniority and must have received their training relatively recently. I did not ask them how old they were. Why do we have to be subjected to this type of thing?

There is also the case of Mr. Lauzière, last spring. Returning from Las Vegas, arriving at border services at the Macdonald-Cartier airport in Ottawa, he could not get service in French. That was also the subject of a complaint. Is it simply a coincidence that people from Gatineau are experiencing these situations, or are the cracks in the floor so big we can't even see them anymore?

[Camille Therriault-Power]

I think Mr. Paquet will have some comments to make as far as the training in Rigaud is concerned, the language training and the importance of the active offer of bilingual services.

First of all, I want to apologize on behalf of the Canada Border Services Agency about your bad experience. We feel it is unacceptable. We will follow up on the matter and correct the situation as soon as possible.

Through signage, the way in which our officers speak to clients, we endeavour to offer bilingual services to Canadians and travellers at all ports of entry. However, it would seem that is not always the case.

[Richard Nadeau, Bloc, Gatineau, QC]

What does active offer mean to you?

[Camille Therriault-Power]

It means speaking to people in both official languages, in other words “Hello, bonjour”. If the person is unilingual and requires French services, the officer has two options. First of all, if the person is at a small port of entry, alone or where there are not many officers on duty at that moment, they may call another port of entry offering bilingual services where another officer would be able to provide the services in French. Second, if it happens, say, at the Macdonald-Cartier airport, the officer must leave his station and bring the traveller to a bilingual officer who will serve him as soon as he's finished serving the client he's currently with. That is the process that we use.

[The Chair, Conservative, Steven Blaney]

Thank you very much.

[Richard Nadeau, Bloc, Gatineau, QC]

It's going to need to be implemented—

[Camille Therriault-Power]

Thank you, and my apologies for your experience.

[The Chair, Conservative, Steven Blaney]

Thank you, Mr. Nadeau.

We will now continue with Mr. Godin.

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

Thank you, Mr. Chairman.

There's no problem if you're travelling by car through the U.S. border, but by plane, people may be in a rush, the fact is that they may have to change planes, that a change may have to be made over the phone, trying to clarify the situation; it's all the more complicated. How do we manage this? Either the service is bilingual or it is not.

I would like you to explain the issue of using the phone. Clearly, in Canada, there are two official languages, although it doesn't seem to be upheld. I don't believe there is a single place between Newfoundland and Labrador and Vancouver where employees only speak French and anglophones cannot receive services in English. Among the 20 complaints you've received, how many come from anglophones?

[Camille Therriault-Power]

I can inquire, I do not have the information with me at the moment.