Montreal issues new guide to city workers on how to handle English speakers

The city of Montreal has given its employees a rulebook for dealing with English-speaking citizens, with step-by-step instructions that spell out when, and how, service in English is allowed.

The Montreal Gazette obtained the internal guide, dated March 26 and titled Exemplary Conduct in the French Language: Mechanisms for Informing the Public, through an access-to-information request.

“It’s the approach, the ‘we-they’ mentality of ‘we’re doing this to you’, the English-speaking community,” said Sylvia Martin-Laforge, director-general of Talking. Advocating. Living in Québec (TALQ). “There’s no with you, it’s to you.”

“It feels like a scarlet letter kind of measure,” said Karim Boulos, political analyst. “Soon we’re going to put English-speaking on our documentation to make sure that we are eligible to receive the pamphlet in English if there’s information that should be available to everyone.”

In the guide, city workers are told to begin in French and only switch to English under Bill 96’s rules. With sample scripts, including how to start an exchange in English, but only after making clear that French is the norm.

“These are all like tourists, half English, half French, and I think the cities should remain bilingual,” said one local. “I don’t want to be told when to speak in English or in French. I’d rather just serve the public as they please.”

“That line of thinking and those like such set of policies are the reason that I don’t really want to stay here anymore,” said another. “So, I really don’t approve of it.”

The rules also extend to printed material. Offices can only display French pamphlets openly and bilingual versions must be handed out discreetly – either on request, or at the employee’s initiative.

“The tagline is going to be, you see, we serve you in English if you need to be served in English,” said Boulos. “When in reality, there are multiple stages that lead up to that point, saying, can I serve you in French? Are you sure I can’t serve you in French? I’d really prefer to serve you in French.”

In a statement to CityNews, the city reaffirmed their stance on Bill 14, which states that French is the common language of Quebec and that services must be provided in French. In response to the rulebook, they explained that:

“The city has produced a document that invites them (employees) to apply the law with discernment, particularly with its English-speaking citizens, citizens of Indigenous origin, or recent immigrants who may benefit from exceptions to the exclusive use of French.”

For anglophones, the new rules set clear limits on how far city staff can go in offering services in English.

“This is unnecessarily restrictive,” said Martin-Laforge. “And it contributes to the frustration of a very important population in Quebec, English-speaking Quebecers, who contribute to the prosperity, to the culture of Quebec, to feel as if they are under siege about getting access to services.”