Ottawa receives 16 complaints about translation errors, unilingual signs in city facilities

The sign outside City Hall in Ottawa (CTV News Ottawa)

The City of Ottawa received fewer complaints about translation errors and unilingual messages on signs in city facilities last year.

The 2025 annual report on French Language Services shows there were 24 complaints about French-language services in 2025, down from 33 complaints in 2024 and 47 complaints in 2023.

Sixteen of the complaints were related to signage and the display of information, including errors or unilingual messaging. The city received 18 complaints about French-language signage in 2024.

The report says that of the 16 complaints related to signage, it was “errors, unilingual text and messaging or directional signs in facilities.”

City staff have “taken steps to ensure that all signs on city property or that of its agencies are bilingual or make use of international symbols.”

“This includes ensuring that staff are aware of the requirements of the Bilingualism Policy as it relates to signage,” the report said.

“In addition, French Language Services issued a number of communications to all departments regarding the translation and quality assurance of text on City signs, including the creation of a new SharePoint page on Bilingual Temporary signs templates, which were communicated to all staff via the City’s internal newsletter.”

The report notes staff in the Recreation, Cultural and Facility Services Department reviewed signs and fixed assets in city facilities to “identify issues and areas for improvement.”

“Work towards remediation for improvement continued with a review of approximately 50 facilities, including Ottawa City Hall and Ray Friel Recreation Complex, and staff updated signage where appropriate,” staff said.

“Going forward, Facility Services will address signage issues case-by-case as they arise, based on operational feasibility and lifecycle considerations.”

Other French-language service complaints included four related to a direct interaction that did not take place with staff in the person’s official language of choice, three complaints were about a written interaction, and one complaint was filed over a lack of programming in French.

“All complaints received in 2025 were resolved in an average of nine business days, an improvement of 18 per cent over 2024, surpassing the standard set under the City’s Corporate Complaints Handling Policy of 20 business days in which a final response or update must be sent, barring exceptional circumstances,” staff said.

Bilingual positions

According to the report, 16.7 per cent of positions at Ottawa City Hall are designated as bilingual. That’s unchanged from 2024.

A total of 1,378 staff members registered for language training in 2025, up from 1,331 in 2024.

“This increase is attributed to several factors, including offering training to all staff regardless of language designation, staff returning to the workplace, the availability of in-person classes, greater awareness of language training, and an increase in messaging to employees about the benefit of second language training for personal and/or professional development,” staff said.

• Sign up now for daily CTV News Ottawa newsletters
• The information you need to know, sent directly to you: Download the CTV News App