Ottawa receives several complaints about translation errors, unilingual signs for city services

City of Ottawa building in downtown Ottawa. (CTV News Ottawa)

The City of Ottawa is checking the spelling and translations on all signs in city facilities, including historical signage that is unilingual, as the city continues to receive complaints about mistakes on the bilingual signs.

A report on French Language Services at Ottawa City Hall shows the city received 33 French-language complaints in 2024, down from 47 complaints in 2023.

“Although there was a significant decline of complaints related to signage and the display of information on various City facilities in 2024, the majority of complaints received for signage were due to errors, unilingual text and messaging or directional signs in City facilities,” says a report for the finance and corporate services committee.

“While these complaints are considered resolved, staff has 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 continuous efforts to ensure that staff are aware of the requirements of the Bilingualism Policy as it relates to signage.”

Eighteen of the complaints in 2024 were related to errors or unilingual messaging on signs, three complaints were related to technical issues involving an automated phone service and three complaints were filed regarding the lack of programming in French.

Staff say French Language Services issued a “number of communications to all departments” regarding the translation and quality assurance of text on City signs. The city created a new SharePoint page on Bilingual Temporary signs templates.

The report says Recreation, Cultural and Facility Services have started on an “internal revision and review” of all signage to identify issues and areas for improvement.

“Replacements are being made based on urgency and operational feasibility following consideration of the annual budgets and lifecycle requirements for City assets,” staff said. “This internal revision has a goal of reviewing historical signage that was developed prior to the City of Ottawa’s amalgamation, signage developed following amalgamation, and fixed assets that are unilingual.”

Bilingual positions

The report shows 16.7 per cent of Ottawa’s positions were designated as bilingual in 2024, unchanged from the year before.

More than 1,331 staff members registered for language training courses last year, up from 784 staff in 2023.

“This increase is attributed to a number of 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 say.