I apologize for being unable to give details about the case you've raised. But it's clearly unacceptable for a person requesting a service in an official language to be unable to get an answer in that language.
That's not what we're trying to do. As I told you, we regularly hire people who can speak both official languages and are continuing with these efforts in the department.
It's definitely unacceptable for someone not to receive the service they need. I can tell you that if we were to receive a complaint, it might be referred to the official languages commissioner's office, where an investigation would be carried out if required.
Right now, we're trying to do everything possible to respond in the client's preferred language.