As a matter of courtesy, the policy is to serve francophone clients in French, they should be helped in that language, but they should also be given information on the availability of completely bilingual services, equal in quality to all the bilingual services offered anywhere in Canada.
So they will tell you where the nearest bilingual office of Service Canada is located, or you will be offered the option of speaking to an agent over the telephone. For instance, if you have a complicated question regarding the Canada Pension Plan, they will give you the telephone number that you can call to get information in French on the Canada Pension Plan.