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Req # A-2021-047
a) Statistics for the number of admissible language complaints each year for covered federal airports and statistics for more specific language complaints broken down i) by each airport ii) for each airport by groups operating at the airport (e.g., airlines; airport authorities; agencies at airports, like border services and security screening services; other commercial businesses) and iii) by complaint category (e.g., not getting service in the preferred official language, unilingual signs, unilingual announcements). *NOTE: Another way OCOL could have broken down language complaint statistics is by parts of the Official Languages Act, namely, Communications with and Services to the Public (Part IV), Language of Work (Part V), Equitable Participation (Part VI), Advancement of English and French (Part VII), Language Requirements of Positions (Part XI, section 91), and other parts of the Act (parts II, III and IX). I am also requesting statistics for the number of language complaints classified as communications with and services to the travelling public. b) Under each complaint category, provide each airport, each year, the number of people complaining numerous times as opposed to one-time complainants, the number of complaints submitted by each individual multi-complainant, and the type of complaints those individual multi-complainants submitted. Also provide the total, per year, of the number of (i) single and (ii) multiple complaints at covered Canadian airports, and the total, per year, of the number of admissible and inadmissible complaints at covered Canadian airports. c) Provide internal or consultant analyses done concerning these airport-based complaints and trends they show (including the number of complaints submitted by the same person before and after 2015). d) Include statistics on the outcome of these complaints and resulting corrective actions. e) Provide complaints/concerns identified by airport groups (e.g., airlines; airport authorities; agencies at airports, like border services and security screening services; other commercial businesses) beginning in 2015 that have been made to OCOL about French language customer complaints.Organization: Office of the Commissioner of Official Languages
December 2021