It happens quite often that Canadians who come to the mission will give us feedback on whatever kind of service they receive. From time to time I might receive a complaint, either written or oral, from a Canadian who says that he or she didn't receive service in French. As head of mission, it's my responsibility, first of all, to apologize to the member of the public, then to assure him or her that I am going to take corrective action in that regard, and then to go forth and do it. I speak with the staff and remind them of their obligations to actively offer service in both official languages, and I remind them that if they are unable to communicate with the Canadian, they must make sure that they go and find someone who is able to come and provide that service.
On November 25th, 2010. See this statement in context.