Province says it’s working with company, refers questions about lack of French services to Foundever
After multiple days where patients were unable to access any French-language services from Virtual Care NB, the Commissioner of Official Languages for New Brunswick says she is investigating a language complaint against the new online health service, which was filed with the office in early July.
Recently, over multiple days, New Brunswick Francophones had no dates to choose from on Virtual Care NB’s website. In turn, Anglophones had very little access, with only one or two appointments available four and five days ahead. French-language speakers trying to access medical help through the website were greeted with a notice:
“There are no available time slots. Please choose another option or contact your clinic.”
Official Languages Commissioner Shirley C. MacLean, K.C., said if Francophones are unable to access services in the same manner as Anglophones, the province has to step in.
“The requirement, on behalf of the government, is to provide this service to Brunswickers that is equal in both official languages,” she said.
The River Valley Sun asked whether her office would consider it equal if neither Anglophones nor Francophones were able to access Virtual Care NB services.
“I suppose,” she mused. “But that’s not in my wheelhouse. That’s something the government has to solve for us all, if that’s the case. But certainly my role is to ensure that when government services are provided to New Brunswickers, they are provided in [an] equal manner to both official linguistic communities, and if they’re not, then they [the provincial government] have to take steps to make sure that they are.”
In the fall of 2025, the Holt government issued a Request for Proposals (RFP) for virtual health care. In January 2026, the contract was awarded to the international company, Foundever, which also operates Tele-Care 811. On June 30, the company took over from New Brunswick-based eVisitNB, which the province had contracted to provide online medical assistance to New Brunswickers since January 2022.
Language issues with the last provider were often touted by the government as the main reason for the RFP. Over four years, the Office of the Commissioner of Official Languages produced two investigation reports into eVisitNB language complaints. In all, there were six complaints, sparking 11 investigations, resulting in 48 recommendations to the provincial government. eVisitNB officials have repeatedly stated that the company made immediate changes after each report, and were later assured by the province that it was in compliance with the Official Languages Act.
In an emailed statement to the River Valley Sun, Department of Health Communications Officer Tara Chislett said the government is committed to providing equal access to health care services in both official languages.
“We are working with Foundever to ensure they are able to meet their contractual obligation to provide bilingual services and to support the ongoing delivery of care in the official language chosen by each patient,” she wrote.
Chislett also said the provider, Foundever, is responsible for staffing and ensuring access to bilingual services, and that “further questions about appointment availability and recruitment efforts are best directed to Foundever Assistance Services Corp.”
The River Valley Sun has reached out to Foundever for comment.
More to come…
