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Official Languages (Communications with and Services to the Public) Regulations (SOR/92-48)

Regulations are current to 2021-02-15 and last amended on 2020-06-25. Previous Versions

PART IINature of the Office (continued)

National or International Mandate of the Office

 For the purposes of paragraph 24(1)(a) of the Act, the circumstances that relate to the national or international mandate of an office of a federal institution are the following:

  • (a) where the office is a diplomatic mission or consular post or an office of the Department of Citizenship and Immigration that is located in a diplomatic mission or consular post;

  • (b) where the office is responsible for organizing or hosting an exposition, fair, exhibition, competition or game of national or international scope that is open to the public;

  • (c) where the office participates in an event referred to in paragraph (b);

  • (d) where the office is located in a province at a place of entry into Canada and is, of all offices located at a place of entry in that province, the office that in a year provides immigration services to the greatest number of persons seeking to come into Canada; and

  • (e) where the office provides services other than immigration services and is located in a province at a place of entry into Canada, other than an airport, that is the place of entry, other than an airport, where in that province the greatest number of persons come into Canada in a year.

  • SOR/2019-242, s. 10

Other Circumstances

 For the purposes of paragraph 24(1)(b) of the Act, the circumstances in which it is reasonable that communications with and services from an office or facility of a federal institution be available in both official languages are the following:

  • (a) where the office or facility serves one or more entire provinces and those services are

    • (i) correspondence services,

    • (ii) toll-free long-distance telephone services, or

    • (iii) local telephone services, if the office or facility provides the same services by toll-free long-distance telephone;

  • (b) where those communications and services are made available by the office or facility through an automated system accessible to the public and the communications and services are directly related to the operation of the system or consist of providing material or information that originated with the institution; and

  • (c) where those communications and services are the provision in an airport, railway station or ferry terminal of signage, including information display systems with respect to aircraft, train or ferry transportation services or baggage pick-up.

PART IIIContract for Services to the Travelling Public

  •  (1) For the purposes of subsection 23(2) of the Act, services to the travelling public are the following:

    • (a) restaurant, cafeteria, car rental, travel insurance, ground transportation dispatch, foreign exchange, duty free shop and hotel services;

    • (b) self-service equipment, including automated banking machines and vending machines, and the provision of instructions for the use of public telephones and electronic games; and

    • (c) passenger screening and boarding services, public announcements and the provision of other information to the public, and carrier services, including counter services for tickets and check-in but excluding carrier services in respect of buses provided at railway stations or ferry terminals.

  • (2) Where a service referred to in subsection (1) is provided by means of printed or pre-recorded material, such as signs, notices and menus, car rental contracts and travel insurance policies for the travelling public, the material shall be provided in both official languages.

  • (3) Where a service referred to in subsection (1) is provided by means other than those referred to in subsection (2), the service shall be offered to the travelling public by such means as will enable any member of that public to obtain those services in the official language of his or her choice.

  • SOR/2019-242, s. 12(F)

PART IVTen-Year Review

 The Minister must ensure that a review of these Regulations and their administration and operation is conducted 10 years after this section comes into force and every 10 years after that, and must cause a report on the review to be laid before each House of Parliament on any of the first 30 days on which that House is sitting after the report is completed.

  • SOR/2019-242, s. 13
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