Recourse for official languages (Canadian Armed Forces members and military families)

During your military career with the Canadian Armed Forces (CAF), you may face problems that affect your official languages (OL) rights.

This webpage explains how you can resolve these issues using informal and formal approaches and identifies internal and external recourse options. In addition, refer to the Official languages for the Defence community landing page for more information and resources.

You and your family can receive personal services in both official languages. The list of these services is available on the Defence-wide area network (DWAN). These services include pay and benefits, medical and dental services, housing, Military Family Resource Centre program coordination, support and referral services as well as Personnel Support Programs.

Resolving informally at the lowest level

We recommend resolving issues at the lowest level possible within the organization. Begin with an informal conversation with the responsible manager or leader and escalate to higher levels of formality and area of responsibility if you are not satisfied with the outcome.

You can contact Conflict Solutions and Services to discuss the issue and determine which options are best for you and your situation.

Your local Coordinator of Official Languages (COL) can help you with resolving OL issues informally as well as filing a formal OL complaint. Every Canadian Armed Forces (CAF) Base, Wing, support group, and DND Level 1 (L1) organization is assigned a COL. You will find a coordinator list only on the Defence Wide Are Network (DWAN). The COLs advise leadership and managers on their official languages roles and responsibilities according to the Official Languages Act (OLA). COLs are also responsible for promoting OL rights awareness about:

• OL in the workplace,
• official communications and services involving the public,
• OL in professional development and second language instruction, and
• the availability of personalized services in both official languages.

Filing a formal OL complaint

As a CAF member, you can only file one complaint at a time for the same issue with the following three recourse options:

1. Complaint to the DND/CAF Director Official Languages (DOL),
2. Complaint to the Office of the Commissioner of Official Languages (OCOL), or
3. Grievance to the Canadian Forces Grievance Authority (CFGA).

Each authority may approach the resolution of your complaint differently.

1. Internal complaint resolution with the Director Official Languages

If you believe the DND or the CAF have infringed your OL rights, you may file an OL complaint in your name or anonymously with the DND/CAF Director Official Languages (DOL). You will find the DOL’s coordinates only on the DWAN.

You may send a formal complaint by e-mail to DOL.complaints-DLO.plaintes@forces.gc.ca.

When filing your complaint, be sure to provide the following information:

• your name, telephone number, and return address (unless filing anonymously);
• a short summary of the incident or situation, including date, time, location and supporting documents, if applicable; and
• any other details that may help with the investigation.

2. External complaint resolution with the Office of the Commissioner of Official Languages

If you are dissatisfied with the outcome of your complaint with the DOL, you can escalate your complaint by contacting The Office of the Commissioner of Official Languages (OCOL).

The OCOL is an agency of Parliament that ensures federal institutions follow the OLA and intervenes when they don’t carry out their OL duties. Learn more about OL rights by visiting the OCOL website.

If the OCOL notifies you of a decision to refuse or discontinue your complaint, you may apply for a court remedy in Federal Court. The Federal Court Registry Office has more information on this process.

3. Consider a grievance submission

The Canadian Forces Grievance Authority (CFGA) suggests that CAF members discuss their issue with their chain of command or consult with a Conflict and Complaint Management Services (CCMS) Centre agent for support, information or guidance about their recourse options.

If you choose to file a grievance, remember that the grievance process has a strict submission timeline of no more than 90 days from the date of decision, act or omission. The initial authority has a four-month time limit to decide, and the final authority has no time limit to render a decision.

You can submit a grievance with the digital grievance form on the DWAN or by logging in to your D365 account and trying to resolve your OL concern informally at the same time. If an informal discussion with a wing or base COL successfully resolves your issue, you can then request to withdraw your grievance.

To avoid multiple complaints on the same issue, the Grievance Authority will place a grievance in abeyance (i.e. suspension) if a concurrent complaint is already in progress with another authority. The grievance will remain in abeyance until the initial process reaches a decision. Consult the Queen's Regulations and Orders (QR&O) 7.27 “Suspension and Resumption of Consideration of Grievance” to learn more about initiating actions, claims, or complaints under an act of Parliament while engaged in the grievance process.