P.E.I. francophones can't always access services in French, says advocacy group

A member of Prince Edward Island’s francophone community is calling for better bilingual services after a call to the province's 811 phone line left him unable to communicate in his first language.

Robert Bullen was outside recently when he was stung by a bee. Feeling the hospital was not necessary but concerned about a possible infection, he called P.E.I.'s non-emergency 811 line for information. 

Bullen requested service in French, but was told he would have to wait until someone could get back to him. He received a call back more than two hours later, and was informed that service in French wasn't available that day, and was asked if he would be able to speak in English.

"It bothers me a little, but if it's the only way that I'm going to get a service, I'll take it," he said. "She gave me the information and we hung up and then that was it."

P.E.I.’s French Language Services Act, which has been in effect since 2013, requires government services to accommodate the province’s francophone and Acadian communities. That includes written correspondence, public consultations, education and health, among other services.

"Health care is one of the main areas where they said that they would give us a service," Bullen said. "Obviously in this case … not only did I have to wait for it, but it never came."

Gilles Arsenault, the province's minister responsible for Acadian and francophone affairs, said there have been "huge improvements" to services since the implementation of the act. Since it was introduced 13 years ago, he said, there have been 17 complaints under the act, nine of which were dismissed. 

"There's always room for improvement. And we want to continue to work with the French community to make sure that they feel that they're well represented and the services are available in French," Arsenault said. 

"I do encourage Islanders, if there are any areas of concerns, that they do reach out to us and to make sure we can address them."

Arsenault said conversations took place about Bullen's complaint, and three bilingual nurses have been hired since then.

"We did major improvements in the 811, and we will continue to listen to Islanders that have complaints on that service and to make sure that their needs are addressed," he said.

"We really feel that we've made huge progress in that sector and very proud of the work that we were able to accomplish."

Isabelle Dasylva-Gill, executive director of the Société acadienne et francophone de l'Île-du-Prince-Édouard, or SAF’Ile, said the current French Language Services Act doesn’t match the needs of the community. 

"What comes up consistently for people is they have to still ask, explain, insist," she said.