Rules and Procedures on Service to the Public

Effective date: April 1, 2018
Responsibility: Vice-President, People and Culture

DEFINITIONS

Official Languages Pictogram: The official visual active offer symbol that can be used by CBC/Radio-Canada or an equivalent:

RULES AND PROCEDURES

  1. All services and communications (e.g., through audience relations, the corporate web site, in office locations, etc.) in bilingual locations (see Appendix A – List of Language Designations for Locations) must be provided in the public’s official language of choice.
  2. All services and communications in unilingual locations (see Appendix A – List of Language Designations for Locations) must be provided in French in the province of Quebec and in English outside Quebec. However, if a member of the public chooses service in the other official language, the employee communicating with or serving the member of the public must re-direct the person to a bilingual location or through internal bilingual resources.

Note: Unilingual employees who, as part of their responsibilities, interact with the public must:

    • Have an up-to-date list of resources to whom they can re-direct members of the public for service in their language of choice; and
    • Before re-directing the second language communication, first advise that the individual is using the second language; and never re-direct a second language call to another unilingual employee.
  1. All signage related to the health, safety or security of the public in or on the premises of the Corporation must be posted in both official languages, regardless of whether the office is unilingual or bilingual (e.g., signage for restrooms, security, parking, no access, etc.).
  2. All job postings must be bilingual, including on social media (e.g., LinkedIn, etc.) and in print media, regardless of whether the office is unilingual or bilingual.

I. Services in Bilingual Locations (See Appendix A – List of Language Designations for Locations )

The Corporation’s bilingual identification, whether in person, on the phone, in writing or in a recorded message, represents an invitation (i.e., “active offer”) to a member of the public to use his/her preferred language. The language used by a member of the public represents a request for service in that language, without explicitly asking to be served in that language.

  1. In bilingual locations, the Official Languages pictogram must be prominently displayed, indicating that services are offered in both official languages.
  2. Employees and third parties acting on behalf of CBC/Radio-Canada at bilingual locations must provide all services and communications of equal quality to the public as follows:
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Service Description

Service Language Requirement*

Written or spoken communication to the general public In both official languages.
Written or spoken communication to members of a specific public when linguistic preferences are known In preferred official language(s) identified.
Written or spoken communication to specific public when linguistic preferences are not known CBC/Radio-Canada determines the linguistic preference and provides services in the appropriate language(s) OR provides service in both languages.
Signage identifying CBC/Radio-Canada (excluding network signage) In both official languages.
Note: It is not permitted to delete any part of “CBC/Radio-Canada”. However, it is permitted to use only the logo. For corporate logo, see Logos and Presentation Templates section on iO
Recorded message with phone numbers (e.g., reception, station numbers, technical service numbers, etc.) In both official languages.
Greeting on the phone or in person In both official languages. For example: “CBC/Radio-Canada, hello/bonjour” – everywhere except the province of Quebec “CBC/Radio-Canada, bonjour/hello” – in the province of Quebec

* An employee must never presume an individual’s linguistic preference. When both languages are used, it must always be done simultaneously.

  1. The person responsible for the corporate Official Languages Program must periodically inform the public of the language designation of each of its locations. The Corporation publishes a list of offices with respect to service to the public on the Treasury Board of Canada Secretariat’s Burolis website.

II. Bilingual Format of Documents (Excluding Programming)

All official publications must be produced simultaneously in both official languages. In the case of separate versions, each document must indicate that it is available in the other official language (availability in the other official language must be indicated in that other language).

III. Use of Advertising (excluding Job Postings and Programming)

  • At locations designated as bilingual with respect to service to the public, the medium/media that enable(s) effective communication with members of the public in the official language must be selected. To this end, the Corporation must:
    • Clearly define the targeted public and determine whether the communication must be in both official languages;
    • Identify the coverage of the medium/media in each language (including minority press), if appropriate, and those that reach the target public;
    • Decide on the medium/media to be used and whether to use a medium/media of a single language to reach both linguistic groups. If this option is chosen, the person publishing the advertisements must document the rationale showing that this was the most effective means to reach the target public and retain a copy, in case an official languages complaint is made.

IV. National and International Meetings

  • Please refer to the Tool - Official Languages Check List for National and International Meetings.

INQUIRIES

All questions pertaining to the interpretation of this Rules and Procedures should be sent to the local Human Resources office.

APPENDIX AND TOOL

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