1. Complaint Received
- The Intake Specialist receives the complaint.
- Intake Specialist completes the intake form.
- Intake Specialist contacts the complainant if information is incomplete.
- A file is opened, recorded, and saved in the L-drive, iSight system, and physical file storage.
2. Confirmation and Follow-Up
- Intake Specialist informs the Director of Strategic Planning and Policy (DSPP) of the new complaint.
- DSPP assigns the complaint to the appropriate Investigation & Research Officer (IRO).
- This step occurs within three business days of receiving the complaint.
3. Preliminary Review
- Admissibility check.
- IRO identifies the obligated body.
- IRO examines whether the complaint falls under the Inuktut Protection Act (IPA) or the Official Languages Act (OLA).
- Determines OLC’s jurisdiction and scope of coverage.
- Identifies information gaps, if any.
- If the obligated body is a private organization and has a current and active Inuktut Language Plan (ILP), the IRO may recommend a Non-Investigative Resolution (NIR).
- If there is no ILP, the IRO will contact the obligated body to create one and attempt NIR.
- For territorial institutions and municipalities, the Languages Commissioner may contact the obligated body directly to attempt resolution through NIR.
- IRO discusses the file with the DSPP to determine whether NIR or formal investigation is appropriate.
- DSPP advises the Languages Commissioner of the rationale for NIR or formal investigation.
4. Deep Review
- IRO drafts a Notice of Intent to the obligated body informing them that a complaint has been filed.
- The Notice outlines the complainant’s allegations and identifies the relevant sections of the IPA and/or OLA.
- This is done within five business days of receiving the complaint.
- IRO meets with DSPP to discuss the complaint, analysis, and recommended actions.
- IRO analyzes which section(s) of the IPA or OLA may have been violated and proposes solutions.
- DSPP meets with the Languages Commissioner to discuss findings and recommendations.
- IRO drafts a letter to the obligated body identifying the language-rights issue.
- DSPP reviews the draft (legal consultation may be sought if necessary).
- The Languages Commissioner reviews and approves the document.
- IRO or Intake Specialist sends the approved version for translation.
- Once the translated version is received, DSPP sends it to the Languages Commissioner for signature.
5. Resolution Decision
- The OLC attempts to resolve the matter before initiating a formal investigation, using its authority under the 6. IPA and the OLA.
- The appropriate leadership level within the obligated body (staff, Director, Deputy Minister, or Minister) is contacted, depending on the nature of the complaint.
Outcomes :
- If resolved → Case closed.
- If not resolved → The file proceeds to Deep Review or continues under formal investigation procedures.
6. Follow-Up and Case Closure
- DSPP sends a letter to the obligated body on behalf of the Languages Commissioner.
- A response is expected from the obligated body within 90 days.
- The complainant is informed of the actions or commitments made by the obligated body.
- Intake Specialist and IRO finalize all file documentation and ensure proper archiving.