Statement VIA Rail Canada - Service to customers in both official languages

Wednesday, 19 August 2009

See the French version

Regarding recent reports concerning the lack of French communications related to VIA Train 46 from Toronto to Ottawa on Sunday, August 16, 2009, VIA Rail wishes to issue the following statement:

• VIA Rail is committed to the principles of the Official Languages Act and fully strives to provide service to customers across its national network in the official language of their choice
• In fact, in June of this year, the Office of the Commissioner of Official Languages released its report card of federal institutions and VIA received a B (Good) rating. Furthermore, VIA's internal surveys indicate customers are highly satisfied with VIA's efforts to serve them in the language of their choice

• It is VIA policy that:

• since 1985, any person applying to work at VIA Rail Canada in a front-line service position must pass a language test to show they are functionally bilingual in both official languages. Candidates who do not pass this test are not hired
• on every VIA train and in every VIA station and call centre, there are employees who are capable of providing service to customers in both official languages
• all on-train and station announcements are made in both official languages
• all other communications to customers are either bilingual or in the customer's language of choice. (An example of this is the apology letter that was prepared in both official languages and emailed to customers as per the language of choice recorded in our systems.)

That being said

• VIA Rail remains committed to providing service to its customers in the language of their choice. Following reports that this may not have been the case related to VIA Train 46, specifically with regards to on board announcements and the apology e-mail, VIA apologizes to its customers and is currently investigating the circumstances. VIA will use the findings of this investigation to improve its services.