Frequently Asked Questions
Active Offer of Service in Both Official Languages
1. How do I provide the active offer of service over the telephone?
 In general, if you have a published phone number for service in English and a different published phone number
for service in French, this constitutes the “active offer” and staff would answer the phone in the language that
corresponds to the number - ie answer in English on the English line and French on the French line.
 If there is a single published number and an automated service asks the clients to choose the language they want
to be served in this would constitute an “active offer” and staff would answer as above, English on the English
line, French on the French line.
 If there is only one published number and no automated language choice the phone would then be answered with
an active offer of service on both official languages ex. “Hello Bonjour, Parks Canada Agency, John Doe
speaking”
2. What language do I use when returning a message?
 For any callbacks, the client would receive service in the language choice he or she used during their initial
enquiry. If you don’t speak French please ensure that you keep a list of individuals in bilingual positions within
your organization to pass on the enquiry.
3. Does my voicemail need to be bilingual?
 If an employee is in a designated bilingual position their voicemail greeting should start with “Hello. Bonjour.”
followed by their message in English and the exact same message repeated in French.
 If it is a published phone number, the greeting should start with “Hello. Bonjour.” followed by the message in
English and the exact same message repeated in French.

If you have any questions please discuss them with your supervisor, the Official Languages Coordinator for your
Field Unit, the Western and Northern Official Languages Specialist or the National Official Languages Coordinator.